Forum Discussion

Lemmlemm's avatar
Lemmlemm
Reel Rookie
2 years ago
Solved

Max channel zoomed in when streaming

Hello,

I am sharing the same issue that NugBump and others are reporting. I have a TCL Roku TV. Sometimes when I use the Max App, the streaming is zoomed into the top left of the show (the bottom and right parts of the screen are cut/cropped off substantially). It is not a playback issue where the title can’t play, it is certainly some other bug specific to the Max App for Roku. It does not occurr for any other streaming apps. 

I have tried removing the Max App and reinstalling it, multiple times. I have tried restarting the Roku system, multiple times. When I do this, they may fix the issue temporarily (ie for one episode), but when the show autoplays to the next episode the “cropping” issue emerges again. It means I have to restart my tv and/or reinstall the Max app between each episode I’m streaming. It’s super inconvenient, and well documented by others on the thread. PLEASE listen to them and fix it.

app playback
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, Cherylvrn1 

    Welcome to the Roku Community.

    We understand the issue you are having with the MAX channel which has a zoomed-in display when streaming, and we're here to help. Kindly follow the instructions below as this troubleshooting step will resolve the issue.

    1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
    2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
    3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
    4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

    We hope this works, and let us know if you have further concerns or inquries.

    Best wishes,
    Kash

33 Replies

  • CZwatches's avatar
    CZwatches
    Newbie
    2 years ago

    I have a 2020 model Roku TV and the backing out of the show/movie and then hitting resume works for me. However, I ALWAYS have this issue, whenever watching Max. It happens every.single.time. The backing out and then resuming always works, so I just do it innately now, each time I watch something on Max. I’ve tried emptying the Max cache, checking Max app for updates, resetting the tv, resetting the router, and everything else under the sun, but nothing has permanently fixed this issue. 

    • NugBump's avatar
      NugBump
      Channel Surfer
      2 years ago

      Gosh that sucks it happens every time.  It doesn’t happen every time for me but the backing out and resuming  thing doesn’t work, it just takes time.  Usually hours later.  I have the TCL 2018 Roku TV.  I love it. The MAX zoom issue is the only problem.  Before that it was  HBO MAX and before that it was the HBO GO.  Never any peace with HBO and this Roku TV. 

  • Lemmlemm's avatar
    Lemmlemm
    Reel Rookie
    2 years ago

    I’ve removed and reinstalled it and it does not fix the issue. And Roku can definitely communicate with Max about this- they’re best postured to raise it with them. 

    • greboguru's avatar
      greboguru
      Newbie
      2 years ago

      I'm experiencing this issue too, on my JVC Roku TV. I see it's been a problem for more than six months. C'mon Roku, please fix this.

  • MutterErde's avatar
    MutterErde
    Channel Surfer
    2 years ago

    We gave up on Max and Roku solving this issue and are using the screen mirroring function from our iPad to our tv.

    SOLUTION FOR APPLE PRODUCT USERS: If you have an iPad or iPhone you can use screen mirroring from the Max app and connect it on your tv. Works like a charm. 

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      2 years ago

      Hi, Community Users!

      We've already forwarded your concerns to our team as an update on the ongoing investigation of this issue. 

      We are grateful that you have brought this matter to our attention. Our Support team will diligently monitor this situation and has taken note of the valuable feedback you have shared with us. We apologize for the reoccurrence of this issue.

      We'll update this thread once a resolution has been provided. 

      All the best,
      Emman

  • Cherylvrn1's avatar
    Cherylvrn1
    Newbie
    2 years ago

    I’m having the same issues with MAX. I would love to know if anyone solves it.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Cherylvrn1 

      Welcome to the Roku Community.

      We understand the issue you are having with the MAX channel which has a zoomed-in display when streaming, and we're here to help. Kindly follow the instructions below as this troubleshooting step will resolve the issue.

      1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
      2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
      3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
      4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

      We hope this works, and let us know if you have further concerns or inquries.

      Best wishes,
      Kash

      • Lemmlemm's avatar
        Lemmlemm
        Reel Rookie
        2 years ago

        As mentioned in the OP, while removing the app and reinstalling may solve it for one episode, the problem starts up again after 1-2 episodes of streaming. I cannot stress enough that there is a bug in the Max for Roku app, and not a one-off error that can be fixed by removing and reinstalling the app. 

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    2 years ago

    Thanks for the post, MutterErde.

    We see that you're also encountering this issue with Max's zoomed display. Rest assured that we've already passed this along to the appropriate Roku Team for review and investigation. 

    Our Roku support team is now actively working to resolve this, and we'll update this thread once a resolution has been provided. 

    Let us know if you need more help; we'll gladly assist. 

    All the best,
    Emman

    • razucc's avatar
      razucc
      Newbie
      2 years ago

      This is actually absurd. I've been having the same problem for months. How is there no accountability for this??? We're paying HBO and I've paid Roku for my TV. Is it too much to ask the ratio to be correct? Clearly it's a problem for multiple users. SORT IT!

      • MutterErde's avatar
        MutterErde
        Channel Surfer
        2 years ago

        I’ve reported this issue to Max - have you? I’ll be canceling my subscription if they don’t fix it soon. It’s too much of a hassle and I’m tired of paying for something I can’t use. 

    • MutterErde's avatar
      MutterErde
      Channel Surfer
      2 years ago

      Response from Max after they’ve offered no resolution:


      I've issued you a credit for this month, as a refund of your most recent payment. This is a known issue that impacts this specific model of Roku.

       

      It may be able to be resolved by adjusting the display settings to 1080p, but I think it is the case that this particular model doesn't allow the adjustment (please double-check). 

       

      Thank you,

      Kris M.

      Max Advanced Support

      • Fake's avatar
        Fake
        Reel Rookie
        2 years ago

        The model does not allow for adjusting of the display besides the default zoom options (which zoom further into the already zoomed image). How can I process this refund? Is it just through the Max help?

  • BeardedDemon666's avatar
    BeardedDemon666
    Newbie
    2 years ago

    I'm having this exact same issue. I subscribed and got HBO Max for free for one month. I also have it on my phone. I feel like if you watch it on your phone then come home and watch it on the TV it does this more often.

    However I cannot even delete the HBO Max app from my list of apps on my tv! I think it has something to do with Roku also because I never downloaded the HBO Max app. However, when I got the free subscription I went back to my home screen to download the app and it was already there.

    I would like to delete the app and try that but I can't! I've done all the other steps and nothing works so I think it's an issue between the Roku app market and HBO Max. I have an older 2018 55 in Hisense Roku TV.

     

  • ThatAlbertaGuy's avatar
    ThatAlbertaGuy
    Newbie
    6 months ago

    So I have found it zooms in every time I skip intro on a show . What I have found works is hitting ok on the remote then select language and reselect whatever you had it on and it resizes the screen correctly . No uninstalling / no exiting the show .

     

    give it a try