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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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CW3DN
Level 8

Roku smart soundbar will not play HBOMAX

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Starting this week, I am receiving an “unable to play title” on all movies and selections from HBOMAX on my 7 month old smart soundbar. 

Other Roku devices in the house are working fine but the smart bar.  

I have deleted the channel, restarted the router and modem, checked the updates for the Roku, logged out of HBO and nothing has fixed the problem. 

Only HBOMAX is not playing. Netflix, Hulu, Amazon and other services are working fine.   

Any other recommendations?

1 Solution

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RokuKariza-D
Roku Employee
Roku Employee

Re: Roku isnt letting me watch HBO max

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@Shepartd1985

Thanks for the response.

Channels on Roku are developed and maintained by the channel developer themselves. Since the issue only occurs on the HBO Max channel on your Roku Smart Soundbar, there might be an issue within that specific app that needs to be addressed with an update from the channel developer. Thus, we recommend contacting HBO Max Support to report the issue and get help.

You can contact them here: https://help.hbomax.com/

We appreciate your understanding.


All the best,
Kariza

Kariza D.
Roku Forum Moderator

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20 REPLIES 20\
SilverSterling
Level 7

Re: Roku smart soundbar will not play HBOMAX

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Same here! It looks like there was an update because the icons for user profiles look different. It worked fine yesterday. I can watch on my Roku TV's but not the soundbar....what's up with that? Please fix soon!

TSales
Level 7

Re: Roku smart soundbar will not play HBOMAX

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Same with me as well. Message is: “Can’t play title. We’re having trouble playing this video. Please try again later.” 
I’ve tried EVERYTHING…twice.

Anybody have a suggestion??!!

TecaroForever
Level 7

Re: Roku smart soundbar will not play HBOMAX

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Help done all the above still won't play. It works on Amazon fire stick but not on Roku sound bar.  Any word yet on a fix?

Shepartd1985
Level 7

Re: Roku isnt letting me watch HBO max

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I am having the same problem on my roku smart soundbar v10.0.0

RokuKariza-D
Roku Employee
Roku Employee

Re: Roku isnt letting me watch HBO max

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Hi @Shepartd1985

Thanks for the post.

Does the issue only occur on HBO Max or across other channels installed on your Roku device? Are you getting an error message? 

If you haven't tried yet, try the troubleshooting steps provided by @makaiguy above. It might resolve the issue you're experiencing.

We look forward to hearing from you soon.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Shepartd1985
Level 7

Re: Roku isnt letting me watch HBO max

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@RokuKariza-D 


Yes it is only on HBO Max. I have tried signing out, deleting the channel, restarting it, and then reinstalling it and signing back in. It didn’t change anything. I then tried the same thing but doing a factory restore while doing the same steps and it still didn’t work. Just keeps saying “cannot play video at this time, try again later”, and it is only happening on my roku smart sound bar, I have a Samsung smart tv and other roku devices including an Onn roku TV and it works on every other device. It also works on my phone and computers hooked up to my home network, so I know it isn’t anything to do with my router or ISP. Can’t figure out what it is!!! Please help!!!

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nglauer
Level 7

Re: Roku smart soundbar will not play HBOMAX

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I have the Roku ONN Soundbar (which constantly has sound issues and other glitches). Now I am also experiencing the playback issue with HBO Max. It works on my phone and our other Roku devices, just not the Soundbar.... Hope someone has a fix soon.

RokuKariza-D
Roku Employee
Roku Employee

Re: Roku isnt letting me watch HBO max

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@Shepartd1985

Thanks for the response.

Channels on Roku are developed and maintained by the channel developer themselves. Since the issue only occurs on the HBO Max channel on your Roku Smart Soundbar, there might be an issue within that specific app that needs to be addressed with an update from the channel developer. Thus, we recommend contacting HBO Max Support to report the issue and get help.

You can contact them here: https://help.hbomax.com/

We appreciate your understanding.


All the best,
Kariza

Kariza D.
Roku Forum Moderator

View solution in original post

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CW3DN
Level 8

Re: Roku isnt letting me watch HBO max

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Since multiple reports state that the only problem seems to center around the Roku Sound Bar, this seems an issue that is not resolved. 

I have 2 other Roku devices and there is not a problem viewing HBOMAX on those devices. Based on that, the problem seems to be on the device, not the channel.