Forum Discussion

Moleman_X's avatar
Moleman_X
Binge Watcher
3 years ago
Solved

New MAX app error: "There's a problem with your device setup"

I haven't been able to find anyone else online with this issue.  It seems to be an HDMI issue with the new MAX app.

I finally was able to log in.  Now, when attempting to play content, it will play for 1-2 seconds, then picture pauses and "There's a problem with your device setup" and an error code appears onscreen.  The MAX web site pretty much blames the HDMI cable, but the one I'm using is HDMI 2.4, and it works fine with the Roku for every other channel up to 4K DoVi (and that includes the previous HBOMax app).

Here's the kicker:  I can't play an episode of, say, "Barry", even in 1080p (which is what I'm reduced to with MAX).  But... the TRAILER plays fine!  In 4K UHD, no less.

My theory is that the MAX app is using a non-standard (or just poorly coded) HDMI check.  My signal chain is Roku 4800X > Marantz 7013U receiver > JVC DLA X970R projector, and I'm thinking there's something there it can't handle.  The other two Rokus in the bedrooms (hooked up directly to TVs) can play MAX correctly.

Has anyone else encountered a similar problem?  Any suggestions to try?  So far, I've switched HDMI inputs on the receiver and tried 3 other HDMI 2.4 cables.  It's not going through a VPN.

  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi PhotoMan2,

    Thanks for posting in the Roku Community!

    We understand that you're experiencing issues with the MAX channel. Regarding this, we would be more than happy to help you. We recommend performing the steps below to resolve the issue:

    1. Remove the channel from the Roku device.
    2. Restart the Roku device from Settings > System > System Restart.
    3. Add the channel back.

    One additional suggestion we would like to recommend is to perform a system update. You can check for a manual system update by navigating to Home > Settings > System > System Update > Check Now and seeing if you notice any difference.

    Let us know what you find out!

    All the best,
    Kash

36 Replies

Replies have been turned off for this discussion
  • elf79's avatar
    elf79
    Reel Rookie
    3 years ago

    I have the EXACT same problem as the OP. I’ve been texting with Max support for an hour, no resolution, and 30 min last night. (All of their suggestions were canned answers- obvious stuff I’d already tried like deleting and reloading the app, unplugging my Roku for 20 seconds, etc.) Finally they tell me “it is a known issue” and they “hope to have it resolved soon” and to watch Max on a different device. 

    • Moleman_X's avatar
      Moleman_X
      Binge Watcher
      3 years ago

      elf79 Well, I hope by "soon" they mean Sunday.  If I have to watch the Barry/Succession finales in bed instead of my home theater, I'll be cancelling my sub until they release a usable app.

      • redloop's avatar
        redloop
        Newbie
        3 years ago

        Same exact issue on my fire TV. Tried texting customer support. Useless waste of time. The strangest thing was when she told me my email address isn't associated with any HBO account. It is. They need to get their act together.

  • Moleman_X's avatar
    Moleman_X
    Binge Watcher
    3 years ago

    I should add I contacted Max support 3 days ago.  No reply yet, not that I'm surprised - they must be swamped with this disastrous rollout.

    • gi0rgi0s's avatar
      gi0rgi0s
      Reel Rookie
      3 years ago

      I'm encountering this error from my fire TV. This app is just super buggy it seems, independent of platform. I'm not a Roku owner.

       

      • Roton's avatar
        Roton
        Newbie
        3 years ago

        I'm experiencing this on my phone. A OnePlus 6t android os. I've done all the trouble shooting about a dozen times and am continuing to do so in the case they get it fixed, but nothing so far.

    • RokuArvyS's avatar
      RokuArvyS
      Retired Moderator
      3 years ago

      Hi Moleman_X

      Welcome to the Roku Community!
      We understand that you're having trouble with HDMI on your Roku device. We'd like to know more about how we can help! Are you experiencing the issue if you connect your Roku device directly to your TV?
      Keep us posted, we're looking forward to your response.
      Best regards,
      Arvy

      • Moleman_X's avatar
        Moleman_X
        Binge Watcher
        3 years ago

        Hi Arvy,

        Connecting directly to the projector is not an option.  I have to route through the receiver if I want audio (projector does not have HDMI ARC).

        Thanks for reaching out, but to be clear, I don't see how it can be a Roku issue.  All other channels work fine, as did HBOMax up to the time they rolled out the new Max app.  Just a poorly coded app is my guess.  I posted here hoping someone had found a workaround, and because Max support has been 100% unresponsive, so no help there.

  • Moleman_X's avatar
    Moleman_X
    Binge Watcher
    3 years ago

    OK, new info:  it IS the Roku!  Or more precisely, the Max app and a particular model have an incompatibility issue.  I mixed and matched our 3 Rokus between our viewing locations.  The results:

    Model 4800X will NOT play programs on the Max app in any setup.

    Models 4640X and 4670X play Max just fine in any viewing setup.

    RokuArvyS:  Do you have any info as to whether a different chip set might be the culprit?

    • RokuArvyS's avatar
      RokuArvyS
      Retired Moderator
      3 years ago

      Hi Moleman_X
      Thanks for posting in the Roku community! 
      Have you tried to update your Roku device first? It will also update your device to the latest version and check your channel for the latest update.

      Note: The System Update screen displays the current software and build version, along with the date and time of the latest update.

      If there is new software available or there are updates for your channels, then your Roku device will download and install them automatically, and once completed, your Roku device will reboot. If the issue still persists, please contact your channel provider for more assistance.
      Let us know what you find out.
      All the best,
      Arvy

    • elf79's avatar
      elf79
      Reel Rookie
      3 years ago

      Yes- I just confirmed my Roku is a 4800R, hence we have the same issue. Fingers crossed it is fixed soon! In the meantime I *can* watch HBO via the Samsung interface on my Frame TV but I don’t like it/it’s inconvenient/not user friendly/etc. Going to catch up on Barry tonight! 

  • rpappas15's avatar
    rpappas15
    Newbie
    3 years ago

    I have the same problem! And it is not saving where I am in a show - it will reset to where is was when I first started using the app.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      3 years ago

      Hey rpappas15,

      Welcome to the Roku Community!

      We would like to help you with the issue you are facing. Could you tell us a bit more about the issue that you're experiencing? With more detailed information, we'll be able to assist you further.

      Keep us posted!

      All the best,
      Kash

      • PhotoMan2's avatar
        PhotoMan2
        Newbie
        3 years ago

        C’mon Roku,

        It’s been about 10 days since I’ve installed the new Max app using a Roku Model 4800x Ultra. Since then I’ve lost access to Max programing. I’ve had conversations with Spectrum and HBO. They’ve both found no problems. Speaking directly with a Roku representative is much more challenging. 
        So here is what I am left with…

        Error Message:

        “Sorry, there seems to be a technical issue. Please try again or select a different video.”

        Roku Error Code:
        92ef02dc-1aef-434d-9521-b527b5daa464

        I’m currently paying for programming I’m not receiving.

        I’ve been happy with my Roku purchases up to now, so please get this issue resolved.

        Waiting for a fix or update from you.

        Wayne

         

  • jontalk's avatar
    jontalk
    Roku Guru
    3 years ago

    I'm not having any of these problems fortunately, though I'm disappointed in the low volume audio which needs to be cranked higher with my AVR than other apps..That said, I feel the updated UI is nice and am looking forward to viewing Avatar 2 very soon 🙂

  • outlaw30-06's avatar
    outlaw30-06
    Binge Watcher
    3 years ago

    I’m having the exact same issue. The trailers play just fine in 4K quality, but when I attempt to play the actual episode of a show or a movie (EVERY SHOW AND MOVIE) I get the message that there is an issue with my device setup. I was going to try removing the MAX channel and reinstall, but I can’t. There is no “remove channel” option, only a manage your subscription where “remove channel” should be in the channel options menu list. Fix this ROKU and HBO, please. I’m paying nearly as much for Roku with each individual channel costing me each month as I was paying with Direct TV, so the least these billion and trillion dollar companies can do is make sure that we’re able to access the content we pay for without having to constantly troubleshoot our devices, their channels and products and be our own technical support and services at no cost to them!

    • outlaw30-06's avatar
      outlaw30-06
      Binge Watcher
      3 years ago

      Update: Now my error message says:”Something went wrong. Please try again or select a different video. If you contact us about this error, please include the following code:

      4908609e-991f-42f2-b736-a55e1c80ae92

      • Moleman_X's avatar
        Moleman_X
        Binge Watcher
        3 years ago

        After a week, Max CS finally responded:

        If you're getting a 'Something went wrong' message or a Max error code, try the following:

        • Restart Max
        • Play another show or movie
        • Update Max
        • Sign out and restart your device
        • Try another device

        That's right.  Took 'em a week to send me this.  Especially like the "just watch something else" suggestion. 

        I'm giving them one more week then it's bye bye Max.

  • mckbro's avatar
    mckbro
    Newbie
    2 years ago

    Similar issue on 2 of my Roku sticks. So no HDMA cable involved. Tries to load. Flashes and shows max screen again and then goes back to Roku Home Screen. Have removed and added the app back, no change. Ironically i can cast the app from my phone to both Roku streaming sticks.

     

     

    • mckbro's avatar
      mckbro
      Newbie
      2 years ago

      First time posting, does Roku ever read and provide feedback?

      • elf79's avatar
        elf79
        Reel Rookie
        2 years ago

        Nope, not a word from Roku! Looks like I won’t be buying devices from them anymore. 🤷🏻‍♀️