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LynnP
Level 7

HBO Max works with no subscription but stopped working with subscription

I installed HBO Max but did not sign up for a plan and it worked on all my ROKU devices allowing me to watch a sample episode and surf the tv and movie sample catalog. After I subscribed to the one month free trial via ROKU, it suddenly stopped working. When I click on the Roku icon it slowly spins then takes me back to my home page. Also, I do have the latest version of software 10.5 on my devices too.

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3 REPLIES 3\
Rogue198228
Level 7

Re: HBO Max works with no subscription but stopped working with subscription

I am having the exact same problem 

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RokuDanny-R
Roku Employee
Roku Employee

Re: HBO Max works with no subscription but stopped working with subscription

@LynnP @Rogue198228

Thanks for the post.

Can you please provide more information about the issue you are experiencing?
-Roku device model, serial number, device ID, and 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 be selecting the channel on the Home screen and pressing the * button)
-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 this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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LynnP
Level 7

Re: HBO Max works with no subscription but stopped working with subscription

Hi Danny,

Software: HBOMAX version 50.60

This is occurring on all my Roku devices purchased throughout the years. Here is the information requested on 2 of the devices but the issue is occurring on all of them.

Model: 4200X - Roku 3

  SN#: 1GU48J067458

  Software version: 10.5.0 build 4208-04

  Tracker ID: 58-513-969

 

Model: 3921 RW - Roku Premier+

  SN#: YH006L236001

  Software version: 10.5.0 build 4208-91

 Tracker ID: 01-513-965

Also, yesterday per the direction of Roku IT support after asking me to perform specific steps and when this failed I was told to call HBOmax support, which I did and they basically had me perform the same steps as the Roku IT support. After failures with each of these support teams, I removed the HBOmax icon from my home screen, because I had given up. Per your request, I added it back and updated the HBOmax software (right click) and then tested it to provide you the information above.

BTW, if you get this working can I get my free 30 subscription reset? It's been 5 days and I have not been able to use it at all. I was told by Roku IT support that is up to HBO and HBO support told me the special is coming from ROKU and Roku can reset it for me. It appears no one wants to own this and so much for a free trial period and I have no intention of chatting  and/or calling either again to try and get this reset, because I am done. If you can get this reset for me, it would be much appreciated.

 

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