Forum Discussion

Newbie

6 months ago

Max freezing repeatedly during playback with Roku 3

Over the past week, Max has begun freezing repeatedly during playback; the picture will freeze, but the sound will keep running. I'll then exit the current program, return, start again, and it migh...

Reel Rookie

5 months ago

I'm having the same problem. Internet is fine, other devices are fine. I've factory reset the roku 3 and the problem persists, just with Max. I also tried removing the sd card I'd put in the roku, no change.

shockd
Reel Rookie
5 months ago
This started around the same timeframe the original poster mentioned (about a week ago).
- RokuTakashi
  Community Moderator
  5 months ago
  Hi, shockd
  
  Welcome!
  
  I understand the issue you've experienced with the Max app on Roku. I'd like to gather additional details so our team can investigate.
  
  Share us with the details below:
  
  Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
  
  Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
  
  Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).
  
  Keep us posted.
  
  Thanks,
  Roku Community Team
  - echidna
    Reel Rookie
    5 months ago
    I talked to Max support last week and was given these instructions to get a Tracker ID. Unfortunately the keypress instructions didn't work, and just put me back on the home screen.
    
    However, yesterday I tried playing a Max show and the freezing problem (which was starting three or four minutes into the show) didn't appear.
    
    So maybe it's fixed now? The version of the Max app is the same, but perhaps it was fixed on Roku's end. Can anyone confirm?