Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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m_daniel26
Level 7

HBO Max not connecting properly

I tried adding HBO Max onto my Roku channels list, but when I try to open the HBO Max app, it always freezes for a minute, then reboots to the home screen - I haven’t even been able to get to entering in my login info. My first thought was that maybe my Roku device needs to be updated (it’s a 2710X - Roku 1, so a few years old and not out of the question), but after reading the HBO Max support page on the Roku support site, I checked the software version and it’s on OS 9.4, so it should be compatible with HBO Max according to the support FAQ page. I even tried the good ol’ “turn it off and on again” to no avail. I’ll buy an upgraded device if I have to, but from what I can see I shouldn’t have to, so hoping someone can help me figure out why it’s not working. Thanks!

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11 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: HBO Max not connecting properly

Hi @m_daniel26,

Thanks for posting here in Community!

In some cases, removing the channel and then re-installing it may help. To ensure the process is successful, follow the steps below making sure you restart your Roku device before adding the channel again.

  1. Remove the channel: Highlight the channel tile on your home screen and press the Star button star button on Roku remote to open the options menu. Select Remove channel and confirm.
     
    • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
       
  2. Restart your Roku device: If it is inconvenient to reach the power cord to unplug your Roku device, you can restart the device from the settings menu. Go to Settings > System > System restart > Restart on a player, or Settings > System > Power > System restart > Restart on a Roku TV.
     
  3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
     
    • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.

Keep us posted on how it goes!

 

All the best,

Kariza

Danny R.
Roku Forum Moderator
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bordterr
Level 7

Re: HBO Max not connecting properly

RokuDanny-R, I am having the same problem as m_daniel26.  HBO Max works on our tablet and on our smart phones, but not on our Roku 2 (to a TV).  Also all the other channels on Roku are working, just not HBO Max.  I tried the instructions you gave above, along with the other HBO Max suggestions ("Troubleshoot HBO Max on your TV > Roku") for this problem listed on the HBO Max site, all to no avail.  Basically it won't load HBO Max and just keeps returning to the initial HBO Max icon on the screen. I hope you can help, thanks.

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bordterr
Level 7

Re: HBO Max not connecting properly

I forgot to mention, we watched Wonder Woman a few weeks ago (on HBO Max) and everything went smoothly. 

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DBDukes
Level 16

Re: HBO Max not connecting properly


@bordterr wrote:

RokuDanny-R, I am having the same problem as m_daniel26.  HBO Max works on our tablet and on our smart phones, but not on our Roku 2 (to a TV).  Also all the other channels on Roku are working, just not HBO Max.  I tried the instructions you gave above, along with the other HBO Max suggestions ("Troubleshoot HBO Max on your TV > Roku") for this problem listed on the HBO Max site, all to no avail.  Basically it won't load HBO Max and just keeps returning to the initial HBO Max icon on the screen. I hope you can help, thanks.


Which Roku 2 do you have? Two very different devices carried that name.

Settings > System > About

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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bordterr
Level 7

Re: HBO Max not connecting properly

I wrote down in the little manual that the model number of my Roku 2 is 2720X. On the box the SKU is listed as 2720R. Thanks.

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DBDukes
Level 16

Re: HBO Max not connecting properly

HBO says they support devices with OS 9.3 and later. The 2720 Roku 2 falls into that category. I will say that's one of the few Roku devices from that era I haven't personally used, but I do know it's essentially a Roku 1/SE with a fancy remote. It's from 2013 and may be nearing end of life.

If you do decide to get a newer Roku device, you'd be quite surprised by how much faster and more responsive the current devices are.

However, yes, it should work on that device. You said you did these three steps, and in this order:

  1. Remove the app
  2. Reboot the device
  3. Reinstall the app

If that's the case, I'm not sure what else there might be to do. Perhaps @RokuDanny-R can offer more.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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bordterr
Level 7

Re: HBO Max not connecting properly

Thanks DBDukes, for the info. No change here, although when we googled "HBO Max problems" it seems they had a major spike in problems last night in many metropolitan areas (including my location Phoenix).  It's much reduced at the moment but still going on.  Per your updating advice I just ordered a Roku Premiere, it should be here later today.  I doubt it will be able to display HBO Max (although it might--who knows), but it should improve the clunkiness of our current Roku setup. Thanks again.

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bordterr
Level 7

Re: HBO Max not connecting properly

We installed a Roku Premiere and now have access to HBO Max!  What a difference that makes. Thanks again for the recommendation.

One question: at the end of the installation process on our desktop PC (in response to the activation link sent to my e-address) the following request appeared onscreen: "Please enter the link code displayed on your TV."  But the TV showed no link code. It appears everything seems to be working fine. Am I missing something? 

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DBDukes
Level 16

Re: HBO Max not connecting properly

Not sure about that. If it's working, I wouldn't sweat it.

Do check the account on your Roku: Settings > System > About

If the email address is the same as your account at https://my.roku.com

If so, you're good, and whatever glitch there was didn't impact anything.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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