Forum Discussion

NYJack's avatar
NYJack
Streaming Star
9 months ago
Solved

MAX Pause function not working correctly

Just recently (maybe within the last week or so) when playing a video in the MAX app the PAUSE button has to be pressed twice to either pause while playing or play while paused. To further confuse the issue this only happens most of the time, not always. Trying to fix this I deleted the MAX app, restarted my Roku TV and then reinstalled the MAX app. This did not correct the problem.

This is happening on both my Roku TV, a Roku Express+ and a Roku Streambar

Here are the device specs:

Roku TV TCL Model 55S535, Hardware ID A119X, Software Version 13.1.4 build 1510-88

Roku Streambar Model 9102R, Software Version 13.1.4 build 1512-95

Roku Express+ Model 3910RW, Software Version 13.1.4 build 1512-51

It seems obvious to me that this is a MAX problem in that it is happening on at lease 3 different Roku devices but only on the MAX app.

Hopefully there is a solution out there somewhere.

  • RokuCarly's avatar
    RokuCarly
    9 months ago

    Hi, NYJack!

    Thanks for sharing your Pause issues inside the Max app. We'd be happy to help you contact the right Support for this. 

    Since this is an isolated case involving the Max app exclusively, we strongly advise that you contact their Support team for further assistance and clarification.

    Please be advised that the majority of content on the Roku platform comes from streaming channels maintained and updated independently by the channel's provider. Their app may need an update from them.

    You may reach them here: Max Support

    Once again, we highly appreciate the troubleshooting steps you've attempted to try and resolve the issue. We hope this will get everything sorted out soon so you can get back on streaming at your convenience.

    Best regards,
    Carly

  • CoCoJae's avatar
    CoCoJae
    Reel Rookie
    9 months ago

    I’m having the same problem. It’s been about a week. Any news from Max? 

    • andyross's avatar
      andyross
      Roku Guru
      9 months ago

      I did some testing with a Fire TV and Google TV. The FireTV, so far, seems to work normally. The default remote for my Google TV has no transport (play/FF/Rew) keys. You have to hit OK button twice to pause. For FF/REW, you have to hold down the right or left buttons for several seconds. I also have an IR adapter that lets me use a different remote. It fully ignores all transport keys on that remote (they do work with Netflix and others.)

      For the Roku, if you hit up-arrow first to show the timebar, then the transport keys seem to work normally.

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      9 months ago

      Hi Community users!

      Thanks for bringing this to our attention.

      Rest assured that we have already coordinated this with the appropriate team to conduct a thorough investigation. Once we've received any updates from this, we'll make sure to let the Community know.

      In the meantime, we humbly request your patience and understanding as we work on this.

      Warm regards,
      Carly

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    9 months ago

    Hi, NYJack!

    Thanks for sharing your Pause issues inside the Max app. We'd be happy to help you contact the right Support for this. 

    Since this is an isolated case involving the Max app exclusively, we strongly advise that you contact their Support team for further assistance and clarification.

    Please be advised that the majority of content on the Roku platform comes from streaming channels maintained and updated independently by the channel's provider. Their app may need an update from them.

    You may reach them here: Max Support

    Once again, we highly appreciate the troubleshooting steps you've attempted to try and resolve the issue. We hope this will get everything sorted out soon so you can get back on streaming at your convenience.

    Best regards,
    Carly

    • Teejayv's avatar
      Teejayv
      Newbie
      9 months ago

      Not isolated, all three of my Roku devices do it as well. This is something that's been going on for over about two weeks now.

      • MrPeabody's avatar
        MrPeabody
        Reel Rookie
        7 months ago

        My Roku models are all doing the same thing with the  Max app - I have to double press to pause or play after pause. 

    • Jackman36's avatar
      Jackman36
      Newbie
      8 months ago

      I have been having this problem with max also.  Pause and play only work if time bar is displayed.  So I have to hit pause once to get time bar and again to actually pause.  Annoying.  Today I got out an old roku to set up in a spare room.  The problem did not exist on the max channel.  I then did a roku system update becuase well why not and now problem is back.  Tells me it’s a roku related problem.  

      • RokuReynan-L's avatar
        RokuReynan-L
        Community Moderator
        8 months ago

        Hi, Prop0017 and Jackman36.

        Greetings from the Roku Community!

        We appreciate you reporting this to us. No worries, our team is already aware of this issue. We'll be gathering some information for our appropriate team to further investigate this issue.

        That said, we'd like to include your devices in the process as you are currently experiencing the same issue. Kindly provide us with the necessary details such as follows:

        • Roku device model, serial number, device ID, and current software 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.

        We'll wait for your response.

        Regards,
        Reynan

    • jBu979's avatar
      jBu979
      Newbie
      8 months ago

      You know what’s ironic Roku, your comment is listed on here twice haha, just like the play/pause max issue (which I’ve also been experiencing). 

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        8 months ago

        Welcome to the Roku Community, jBu979!

        Thanks for your first post here and for letting us know you have the same issue with Max's pause/play functionality on your Roku device. Rest assured that the relevant team is currently investigating this issue.

        With this being said, we'd like to include your affected device in the process and it would be great if you could provide us with additional information such as follows:

        • Roku device model, serial number, device ID, and current software 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

        We'll be looking forward to your update.

        Best regards,
        Carly

  • jdseymour's avatar
    jdseymour
    Channel Surfer
    9 months ago

    Just noticed this issue today. (First time I've watched Max in awhile, so I don't know when this bug appeared).

    Hoping Max does not think this is acceptable behavior and will fix this soon.

     

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      9 months ago

      Hi, ABC77 jdseymour.

      We appreciate you reporting this matter to us. We are aware of this issue with the pause functions inside the Max app and have been coordinating with the appropriate team to investigate. 

      That said, we'd like to include your devices in the process as you are currently experiencing the same issue. Kindly provide us with the necessary details such as follows:

      • Roku device model, serial number, device ID, and current software 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.

      We'll be looking forward to your response.

      Warm regards,
      Carly

      • jdseymour's avatar
        jdseymour
        Channel Surfer
        9 months ago

        My info comes from a TCL Roku TV:

        • TCL model: 65S425
        • Hardware ID: C103X
        • Serial number: X00000SC1VG5
        • Device ID: S034D9AC1VG5
        • Software version: 13.1.4 * build 1510-93
        • Tracker ID: G5-358-385

        I don't see "Channel build version" anywhere - although there is a "GC version: 12.1.17" on the Tracker ID screen.

         

  • ABC77's avatar
    ABC77
    Reel Rookie
    9 months ago

    I recently took advantage of the Roku upgrade offer and upgraded a Roku Express 4k+ to the Roku Ultra (about a week ago).  When I installed the Roku Ultra and used it for the first time, the first thing I noticed was I now had to press the Pause button twice to get it to pause, and likewise had to press it twice in order to resume playing.  I thought it was possibly just that the unit acted different or because it came with a different remote.  So it was a coincidence that I began having this issue as soon as I upgraded my Roku unit, but also coincidentally, I was using the MAX app after I installed the new unit.  So I thought it was just a problem I was having with the Roku Ultra, but it sounds like perhaps it's the functioning of the MAX app on Roku and I'm not the only one after all having this problem.  

  • Two_Sense's avatar
    Two_Sense
    Newbie
    7 months ago

    I'm having this same issue with Max & Hulu on my Roku Express 4k.

    It's November 6th & I started noticing it about 2 or 3 months ago.

    At first, I thought the apps changed their function but it didn't always happen.

    So, I searched Google for an answer & found this post. I hope there's fix.

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      7 months ago

      Welcome, Two_Sense!

      We're grateful to have you here in the Roku Community.

      Thanks for sharing your input with us. We completely understand your concern about the functionality inside the Max app on your Roku.

      Please be informed that our relevant team has already looked into this and further advised the users who are currently experiencing this issue to report this directly to the channel provider since we don't have access to their running operating system. 

      Max develops and maintains their app on the Roku streaming platform independently. You may reach them here for further assistance: Max Support | Contact Us

      We hope this will be sorted out soon.

      Best regards,
      Carly