Forum Discussion

yochief's avatar
yochief
Reel Rookie
3 years ago

Something Went Wrong message HBO Max

As of the past few days two of my TVs started having a problem the HBO Max channel on Roku; when I try to access the channel, I get "Something Went Wrong message; sorry, there seems to a technical issue.  Please try again or select a different video.  If you contact us about this error, please include the following code."  I did not include the code because it is very long, and it changes every time I try to access HBO Max.  I tried deleting and reinstalling HBO Max, but it didn't fix the problem.  Please help.  

35 Replies

  • Davmil2002's avatar
    Davmil2002
    Newbie
    3 years ago

    After un-reinstalling channel, rebooting everything in the network, and everything else in the Roku & Google posts, this worked for me...

    I logged out of the MAX app. When I had to reconnect to Spectrum and re-enter my credentials, everything straightened itself out and it works again. 

    Removing/reinstalling doesn't do anything as you stay logged into  the channel.  Logging out was the trick for me.  Hope it works for others.

    • Davefr's avatar
      Davefr
      Reel Rookie
      3 years ago

      Logging out and then in works for me too. The problem is that the fix only works for a day or two and then the error message reappears. I don’t get the error message using the native MAX app on my TV. My guess is that the cause of the error comes from Roku.

       

      Dave

    • yochief's avatar
      yochief
      Reel Rookie
      3 years ago

      I do have Max installed; I even tried deleting and reinstalling Max but the problem exists.  

      • spncrjrdn's avatar
        spncrjrdn
        Newbie
        3 years ago

        I just started having this problem too, was using the MAX channel without any problems for weeks, and about 3 days ago it just switched up and now I can't watch anything. Hopefully this is able to get resolved soon 

    • Belmoto's avatar
      Belmoto
      Newbie
      2 years ago

      For me, I found the problem to be the Display Type setting.  Newer videos crashed if it is set to 4K HDR.  Regular 4K works fine.  Be aware that Auto will select 4K HDR if the TV supports it. 

      • Shan840's avatar
        Shan840
        Newbie
        2 years ago

        This is the issue. I tried all the troubleshooting suggestions. The issue is the display type on your Roku device. Thank you for figuring this one out!!

  • Liaiam514's avatar
    Liaiam514
    Reel Rookie
    2 years ago

    I had to logout of the app and sign back in using, "sign in by provider" (something like that). When I did that (using the QR Code), I selected my provider, Xfinity, and then it took me to a page which said that I wasn't the primary subscriber and to log out and sign back in with as the primary subscriber. My husband used his sign in info and it worked. 

     

    • PsuedoRandom's avatar
      PsuedoRandom
      Reel Rookie
      2 years ago

      I have MAX through xfinity and I tried all of the options including switching HDMI ports and the only thing that worked for me was to also use the login via provider and QR.

      I was also prompted to change my xfinity password so my guess is authentication was being blocked because of a pending password change through xfinity. 

      • Clay1963's avatar
        Clay1963
        Newbie
        2 years ago

        Log out and then login via provider is what worked for me.

  • yesmcat's avatar
    yesmcat
    Reel Rookie
    2 years ago

    I am having this exact issue! But I don't know how to fix it. I see a suggestion here to do something having to do with playback (4 vs hd etc), but I don't see a place to change that. Any suggestions would be most helpful!

     

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi yesmcat,

      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. Please try the troubleshooting steps below:

      • Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
      • Restart your Roku device: Press home on your Roku remote, select settings, select system, power, and system restart.
      • Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

      If the problem still continues, please keep us posted.

      All the best,

      John