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Blue85wish's avatar
Blue85wish
Channel Surfer
2 years ago
Solved

My Max app on my Roku model 4660X won't play videoes that support 4K

I'm not trying to play them in 4K, because i have a 1080p tv, but any movie or tv show that says it supports 4k does not play. what every happen had to be recent, because i just watched The Last Of Us (a show that supports 4K) about 2 weeks ago.

  • makaiguy's avatar
    makaiguy
    2 years ago

    Blue85wish-

    If your Roku's Display Type is set to Automatic, have you tried setting it to your TV's actual 1080i resolution instead of Automatic?

    Settings > Display type

    When you change the Display type to a new setting it runs you through several screens:

    • A screen that lists the display options supported by that Roku device and allows you to choose one. It will warn you if your TV has not indicated it supports your choice but will still allow you to try it.

    • A screen with a picture, below which it asks if you can see it.   It gives you two choices:
          No, there's a problem
          Yes I see it
      The "No" option is highlighted by default. To keep the screen setting you're currently trying, you have about 15 seconds before the page times out to arrow over to the "Yes" option and click on it.

      If your screen just goes black and stays that way, or if your TV displays a "No Signal" or similar warning, just press the Back Arrow button on your remote to go back to the menu you could see.

     

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  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Blue85wish,

    Thanks for the post!

    We are grateful that you have brought this issue to our attention, and we would be pleased to look into it in greater detail.

    For us to better understand the issue you're running into. Could you please tell us a bit more about this? What are the steps that led you to this behavior? What troubleshooting steps have you taken so far to resolve this?

    With a better understanding, we'll be able to work further on it.

    Thanks,

    Rey

    • Blue85wish's avatar
      Blue85wish
      Channel Surfer
      2 years ago

      I have Roku model 4660X, and the app is MAX (formerly HBO MAX) version 54.2 build 0. i clicked on the app, planning to watch a movie, that happens to support 4k, and it doesn't play, it just shows a error. next i tried to play a older movie that doesn't support 4k, and the movie played fine. after that i decide to check to see if The Last Of Us (show that supports 4k) would play, because i just watched it like 2 weeks ago, and it didn't(so whatever happened to this app happened recently). after that i logged into MAX on my tv, and tried the movies that wouldn't play on my Roku, and it worked perfectly. there is something wrong the MAX app that might be specific to my Roku player's model.

      • RokuAnjelie's avatar
        RokuAnjelie
        Community Moderator
        2 years ago

        Hi Blue85wish,

        Thank you for keeping us posted!

        Can you please tell us the error message you're seeing? Have you tried to remove the channel to see if it helps? You can remove and reinstall the affected channel if you haven't tried it yet. Restart your device before adding the channel to ensure the process is successful.
        We recommend doing this from the Settings menu by navigating to Settings > System > System Restart.
        Please keep us informed of what you find out.
        Thanks,
        Anjelie