Forum Discussion

kkuenne's avatar
kkuenne
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...
app playback
shockd's avatar
shockd
Reel Rookie
5 months ago

This started around the same timeframe the original poster mentioned (about a week ago). 

RokuTakashi's avatar
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's avatar
    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?

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      5 months ago

      Hey OceanMountains echidna,

      Thanks for sharing the details.

      We will be glad to investigate this problem further. Can you please provide the following information that RokuTakashi provided above?

      With detailed information, we will be able to assist you further.

      Thanks,
      Roku Community Team

      • echidna's avatar
        echidna
        Reel Rookie
        5 months ago

        Hi, RokuJohnB. Here's the information, but like I said above, it seems to be working now.

        • Device model: 4230x - Roku 3
        • Serial #: 4E755H108382
        • OS version: 14.5
        • Channel build: Version 58.11 Build 0
  • shockd's avatar
    shockd
    Reel Rookie
    5 months ago

    Thanks for the quick reply and sorry for my delayed reply. 

     

    Here's my Roku info: 

    Model: 4230X - Roku 3

    Serial number: 63259F007487

    Software version: 14.5.4 build 5944-04

    GC version: 13.8.10

    Timestamp: 2025-04-21T04:41:29Z

     

    Max app info: 

    Version 58.11 build 0

     

    I just tried it again and, like the other recent poster, I'm not seeing the issue anymore.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      5 months ago

      Hi shockd,

      Thanks for keeping us posted.

      We are glad to hear that you are not seeing the issue anymore. If there's anything else that we can do to assist you, please don't hesitate to reach out to us again.

      And don't forget, you can always get help at support.roku.com when you need it.

      Roku Community Team