Forum Discussion

Guiness92's avatar
Guiness92
Newbie
2 years ago
Solved

Max not working all of a sudden.

I have about 8 roku devices and never had a problem with any of them. The switch from HBO Max to Max was seemless and never had an issue either. At least, up until last week. The Max app allows me to log in, all profiles are there and i can search for shows and movies like normal. But now, out of nowhere, every time I click on watch, it pops up an error screen saying there is a playback issue. I've updated the devices, updated the apps, deleted and relogged in, pretty much tried everything and the error keeps popping up. Max works perfectly fine for me on all other devices, just not on any of my Roku devices, some of which are less than a year old. I called Max customer service and they said my account is perfect and the issue is with Roku and the technicians are aware of it and working on a fix. Am I the only one that cannot use the Max app on my roku devices? Do i need to ditch Roku and go to something different? Id rather not have to replace 5 Roku sticks and 3 TV's but I'm not sure what else to do. Any help would be appreciated. 

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, Dave121370 

    Thanks for posting, and welcome to the Roku Community.

    We appreciate you for sharing this information with us. Since the persisted after performing the provided troubleshooting step, we recommend contacting the channel provider's support directly and inquiring further about this issue for a workaround that needs an update on their end to resolve this since most channels on the Roku platform are designed and maintained by the channel providers themselves.

    We hope this issue will be sorted out soon.

    All the best,
    Kash

34 Replies

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  • egates99's avatar
    egates99
    Newbie
    2 years ago

    Same exact thing is happening to me. Nothing will play on Max, I get a technical issue error every time. But it works fine on my laptop and other devices. 

    • Fubarzy's avatar
      Fubarzy
      Newbie
      2 years ago

      The Roku 4K TV played Max content without “Something Went Wrong” error (no HDMI cable as receiver is embedded to TV).  I have a Roku Ultra 4K wired to a Sony 4K TV, and a Roku 4K stick wired to an older Sony 1080P TV.  Both Roku streaming devices are unable to play Max content.  So I ordered new HDMI cables arriving tomorrow.  I’ll swap out the cables and post the results.  Oh, and I did all the suggestions from community… reboot, reinstall app, logout login, display settings, etc. 

      UPDATE: I signed out and this time selected sign in with provider instead of email address.  That worked!  Guess I’ll be canceling the new hdmi cables 

      • dcikbnoerwdee's avatar
        dcikbnoerwdee
        Newbie
        2 years ago

        This worked for me as well (signing in with tv provider). It’s been so long since i’ve had aby problems with roku that i didn’t even realize my Max acct was through my tv provider 

  • Stina12's avatar
    Stina12
    Newbie
    2 years ago

    I am having the exact same issue. Perfectly fine up until recently. I am getting the same error message as you described. 

  • Dave121370's avatar
    Dave121370
    Newbie
    2 years ago

    Same issue getting a technical error and nothing plays on Max using my Roku devices. I’ve tried every fix suggested and nothing fixes the problem. I don’t have a cable provider.  I login directly to the Max app. I also have a Fire stick and Max works on that device. Issue seems to be with Roku 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Dave121370 

      Thanks for posting, and welcome to the Roku Community.

      We appreciate you for sharing this information with us. Since the persisted after performing the provided troubleshooting step, we recommend contacting the channel provider's support directly and inquiring further about this issue for a workaround that needs an update on their end to resolve this since most channels on the Roku platform are designed and maintained by the channel providers themselves.

      We hope this issue will be sorted out soon.

      All the best,
      Kash

      • Alan_A's avatar
        Alan_A
        Reel Rookie
        2 years ago

        My MAX error message changes every time I try to watch a video. The most recent message is as follows: b5abb3hd-8fb6-487e-8ca4-3a53f78e6fc9. I have rebooted, updated, uninstalled, and reinstalled, but nothing works.

  • Vaylstock's avatar
    Vaylstock
    Newbie
    2 years ago

    I am not able to open Max on Roku. I can watch it on my phone and iPad. What is happening?

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Vaylstock,

      A warm welcome here in the Roku Community!

      We understand you're having a problem with the Max channel. We're happy to assist you further. Are you getting any error messages or codes after launching the channel? Is this the only channel that you're having issues with?

      We look forward to hearing from you soon.

      Thanks,

      John

      • DrewNJ's avatar
        DrewNJ
        Binge Watcher
        2 years ago

        I have 5 Rokus and seriously want to throw them all out.  I reported this issue to Roku 3 months ago.  Now apparently they will no longer support and take support issues for the 4K.  Their solution which is so impractical still works.  So I sign in with provider.  I can browse and see all profiles, but when trying to play content get that error message that something went wrong.  If I uninstall, reinstall and then have to sign in again it all works.  Completely not practical and this is the only channel this happens with.

        So disappointed with Roku though.  Will never buy another one!!!  They just dumped support for these products and I only bought my last one in Oct.  Shame on Roku!

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      Warmest welcome here in the Roku Comunity, DrewNJ!

      We sincerely apologize for any inconvenience this may have caused you about being unable to access the Max app on all of your Roku streaming devices. No worries! We're here to find you the best resolution possible.

      In this case, we will be coordinating this with our relevant Roku team for further review and correction. With this being said, kindly provide us with the following 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)
      • A photo of the error message. 

      We'll be anticipating your response!

      Best regards,
      Carly

      • MrEmerson's avatar
        MrEmerson
        Reel Rookie
        2 years ago

        I'm having the Max problem over the last week or two (but not until then), with two different Roku Express models. One is Roku Express "New" HD Streaming... bought May 2023 on Amazon. Here's something interesting:

        I got out my older Roku Express (bought in Nov. 2018) to try with Max; hadn't been used since May 2023. The Max app had to update (HBO Max was still on it), and then the chosen show appeared to play fine. I went away, planning to watch later. When the Roku was turned back on, it wanted to update its own software. Once that was done, the error messages returned.

        The newer Roku is running Software version 12.5.5, Build 4174-ED

        Error message shots attached. Tracker ID for problem: "Issue ID CY-072-993"

        Model 3960X - Roku Express

        Serial number X02600K7MDCY (S0KC3297MDCY)

        GC Version 10.7.26

  • Trcooke's avatar
    Trcooke
    Newbie
    2 years ago

    It’s not you or your devices. I’ve had issues ever since they went from HBO/MAX to MAX. Error codes, endless waits for shows to start/open having to exit out of the app and reopen, etc. I  have contacted them each time and every time they ask the same questions. I’m pretty fed up with their service. Seems I spend more time working through fixing their code issues than the programmers they employ. It’s a software/programming issue and if they tell you it’s not, that’s BS! I live with a programmer, writes code every day, and he sees the issue immediately. However, they don’t want to admit the problem. Good luck, because it’s been ongoing now for over a year. 

    • MrEmerson's avatar
      MrEmerson
      Reel Rookie
      2 years ago

      Pretty sure my problem doesn't correspond to Trcooke's experience. A) It dates from the install of Roku software version 12.5.5 on Jan. 29 of this year; B) The problem did not occur when I reinstated an old Roku, running the current version of Max but with an old version of the Roku OS; C) As soon as the old Roku updated to Roku 12.5.5, Max started showing the error messages on it too.

      Roku staff: I have already posted the particulars on my device, OS, etc. in a previous message.