Channel Issues & Questions

[Vargie]

Took advantage of HBO Max 30day free trial with my brand new Ultra. App tries to launch but returns to Home screen. Have spent hours and hours going through all the recommended solutions to no avail. Will definitely NOT be purchasing the 4 Roku devices for family that I was planning to give.

Model: 4800X-Roku Ultra

10.5.0  build 4201-C2  (have tried a number of times to update)

ID: 502A217EG1F4

#RokuHBOMaxFailure

[Tom2R]

Hi. I also had the same issue after activating my free 30 day trial.  Tried launching several times over 3 days this past week.  Finally tried resetting password with mobil app yest, then logging out all Roku devices with mobil app.  This fixed my issue.  Launching np now on Roku devices. 

[Lauralee1227]

Received a 30 day free trial of HBO max when I purchased my Roku streaming stick 4K but I am unable to access it. It just kicks me back to the main screen. 

[RokuKariza-D]

Hey @Lauralee1227

Thanks for bringing this to our attention.

Please provide us with the following information for further investigation:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings > System > About)
-Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-Does this occur during TV show/movie playback, during Ads, etc.?
-Did you sign up during the Black Friday sale trial offer?
-Have you tried restarting and updating the device?
-Did removing the channel, restarting the player, then adding the channel back again resolve the issue?
-Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-Steps to reproduce the issue you are seeing

Once we have the information needed, we'll be able to forward it to the appropriate Roku team to investigate further.

All the best,
Kariza

[RokuDanny-R · Accepted solution]

Hi everyone,

Thanks for your patience while we investigated the issue.

If you are experiencing an issue with HBO Max not playing after enrolling with a free trial to HBO Max, we wanted to reach out as we believe we have identified a workaround to allow you to access the HBO Max channel. You will need to change your password by going to HBOMax.com and logging into your account. Once you have logged into your account, select your Profile and on the top right corner. Once this drop down list appears select Account and then change your password to a different password. This should allow you to then be able to log into the HBO Max channel on your Roku device.

HBO Max is also working on releasing a new channel version which will have a fix for this issue however, this workaround should allow you to access the channel in the meantime.

You can find additional information on how to change your password or perform a password reset if you forgot your password to your HBO Max account here:

https://help.hbomax.com/us/Answer/Detail/000001266 - Change your email or password
https://help.hbomax.com/us/Answer/Detail/000001261 - Forgot my HBO Max Password

If you have any questions or concerns, regarding performing these steps we recommend you contact HBO Max for further assistance with changing your password: https://help.hbomax.com/us/ContactUs

Thanks,
Danny