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 is...
Forum Discussion
Hi Cartymac,
A warm welcome to the Roku Community!
We understand that you're having a problem with the Max channel. We will be glad to help you. Could you send us a photo or video of your running issue with the error message or code that you're seeing? Did you try to update the channel by going to your Roku's home screen, scrolling to the channel you want to update, pressing the star button on your Roku remote in the pop-up that opens, and selecting Check for updates?
Please let us know how it works.
Thanks,
John
Here is what I got on mine
The code at the bottom there changes every time I try again
I believe that Discovery/Max are using this mechanism to defeat shared accounts, possibly comparing source Cable Company subscription location to IP address location. This would force a new authentication via the "correct" cable system or a regular paid subscription login.
Hi kirkcampbell429,
Welcome to the Roku Community!
We're sorry to hear about the playback issue with the channel. Have you tried following the troubleshooting steps on our support page to see if it helps resolve the issue? How to resolve a channel playback issue
If you are still unable to play videos from one channel after attempting the suggestions on the link, videos from other channels play fine. Contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.
For MAX Support, please check this out: MAX Support
Please let us know if there's anything else we can help you with.
All the best,
Chel
Msugarpunk, I hope you realize that the "us" in that message is HBO/Max, not Roku.
Based on the suggestion by JPG-FL that Max might be comparing the cable company’s subscription location to the IP address location, I might have stumbled upon a fix for the something went wrong message. So far, Max (Version 55.3, Build 1) has been working correctly for four days.🤞
I live in San Diego where my cable company is located and I always use a VPN. The nearest VPN server is in Los Angeles where, apparently, Max thought I was located. The Roku system settings menu includes the option to enter your ZIP Code. The menu says that entering a ZIP Code may improve TV programming information. I wondered if entering a ZIP Code might override the IP address location.
So I uninstalled Max, cleared the cache and restarted the system. I then entered a San Diego ZIP Code in Roku settings and reinstalled Max. Finally, I opened max.com/account and went to the “Devices“ submenu. I deleted all old device versions, leaving only the latest version of each device. I’m not sure this last step was necessary but since Max apparently started working correctly, I didn’t want to mess with success. ☺️
Hope this helps.
Dave
Oops, I forgot to add that after reinstalling Max, I connected with my cable company provider again.
Dave
So far, there has been no permanent fix to this issue. I've done everything everyone here has said - signed out/signed in, uninstalled/reinstalled the app, changed the output settings, checked for updates, etc., etc., etc.. Signing out and in appears to be the only thing that works but it's temporary, lasting only a few days or so before the error message pops back up. And this is only happening on Roku platforms.
