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.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
katiuskabeatriz
Level 7

ISSUES WITH HBO MAX LATAM IN DIFFERENT DEVICES

Hello, yesterday I downloaded HBO Max Latam since it was the first day of this platform in our continent. However, I tried to stream for example, WW84 in one device, (I have 3 devices under my account) and it never was streamed, no matter how many times I pushed the play button, the screen was always the same. In the other device, different tv and room, I had no problem in streaming a TV series whatsoever. Is there a reason why this could have happened?? Do I need to contact HBO support instead of you? I'd appreciate a favorable response, thank you.

0 Kudos
1 REPLY 1\
RokuKariza-D
Roku Employee
Roku Employee

Re: ISSUES WITH HBO MAX LATAM IN DIFFERENT DEVICES

Hello @katiuskabeatriz

Thanks for reaching out here in the 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 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: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
     
  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.

If after attempting the suggestions above, you are still unable to play videos from one channel while 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 developer themselves. 

You can reach out to HBO Max Support here: https://help.hbomax.com/

All the best,
Kariza

0 Kudos