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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maxproandu
Level 9

HBO Max keeps freezes - then crashes back to home screen

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Heywardj2

HBO support for these problems is scripted, and from our experience they never ask what Roku model number is involved before proceeding with support. This is evidence that "Roku" is all the same to the support team and that the script needs serious revision.

Out of curiosity, what model, not name, of Roku player or TV do you have?

atc98092
Community Streaming Expert

Re: HBO Max keeps freezes - then crashes back to home screen

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"...support for these problems is scripted,..."

Unfortunately, this is true for the vast majority of support help lines. The people on the phone have no idea how anything works, about specific devices, or even details about their own product, outside what is within the script. They have no idea that there are Roku devices that are 12 years old, and are not supported by their service. They have no idea that their service might be available in a particular country, but that their company hasn't make their service available on Roku devices. Even sites such as Disney+ or HBO don't have accurate information about the players they support. 

Dan

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee, just another user.
phytotech
Level 8

Re: HBO Max keeps freezing - can't watch anything

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I did reach out to HBOMax and like others they did not seem to know enough to offer any help, beyond remove/reload app. 

After reviewing the many replies to this topic, I tried the following which worked, but because I did both things I am not sure what actually worked.

Roku Ultra, connected to Marrantz Surround process, connected to LG 65" OLED. When I was first set up with HBO Max, I was able to watch WW84, but when trying to watch either Judas.. or Little Things in the last couple of days, the preview would play then when the movie was supposed to start, it just returned to the page which starts the movie.

I confirmed Roku updated. I removed the HBOMax app; powered off Roku, re-powered Roku, then Re-added HBOMax. Then I confirmed Roku recognized my display as 4k HDR and rather than set to Auto Detect, I explicitly set to the 4k HDR setting. Restarted one of the above movies and all is well. 

Hope that helps.

Chuck

JSpoon129
Level 8

Re: HBO Max keeps freezing - can't watch anything

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Oh God Bless you!!!! THIS THE ONLY THING THATS WORKED FOR ME!!! And I've have tried EVERY WORKAROUND mentioned on here! I was ready to order me a Firestick... Thank you again!

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JSpoon129
Level 8

Re: HBO Max keeps freezing - can't watch anything

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Not sure Inteplied to the correct post...The Back door method of using "search" on the Roku main screen, out in the name of the movie you want to watch and select HBO Max, the sign in screen will pop up and voila'! The only thing's that's work for me after WEEKS of restarting, rebooting, delete, add back, and repeat!!!

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ConsumerMaven21
Level 8

Re: HBO Max keeps freezes - then crashes back to home screen

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I tired uninstall and reinstall. I tried rebooting Roku. I have tried everything and the app is broken. It simply does not work. Every time I start a movie it reverts to the Welcome screen. I spent an hour and a half with AT&T, and thy cannot fix it.

ConsumerMaven21
Level 8

Re: HBO Max keeps freezing - can't watch anything

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 I spent 90 minutes and they have no idea. The app is broken. There is no point in anyone paying for HBO Max to stream on Roku until it works.

 

 

atc98092
Community Streaming Expert

Re: HBO Max keeps freezing - can't watch anything

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I use Max on a daily basis with my Ultra 4800. Never had a problem. It's a bigger problem with Android devices. HBO doesn't seem to have very good app developers. 

Dan

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee, just another user.
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maxproandu
Level 9

HBO Max keeps freezes - then crashes back to home screen

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atc98092

You are correct.

But at least Apple and Disney went through an experienced third party Roku Channel developer to create their apps, helping to gain insight into the fact that there ARE different code name models.

Sadly, we're informed that HBO didn't contact anyone until well after their channel release for third party support. They've had an in-house development for years, and had experience with earlier Roku channels, but these were only original earlier Android & iOS "phone apps" converted to support the Roku OS format.The starting point for the HBO Max apps was Fire OS5.6.2.3/ Android 5.1.1, both running on ARM infrastructure. Apple iOS / Vewd OS were next, with similar hardware requirements. After other OS's, Roku's 9.3 OS was last. HBO did their best to work around the channel toolbox for Roku OS, but didn't take any hardware support into account. To be fair, Roku doesn't give hardware as a component of their toolbox.

HBO is currently working with external support and are making adjustments to the HBO Max channel. They're hamstrung by the initial release and unforeseen limitations of Roku OS 9.4 in the changes to the app that they can make. We expect, at some point around the nest Roku OS release, HBO will either "dumb down" the app to match Disney+ or move to hardware restrictions like Apple TV.

maxproandu
Level 9

HBO Max keeps freezes - then crashes back to home screen

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ConsumerMaven21
 
Out of curiosity, what model, not name, Roku device or TV do you have? We're trying to compile a list.
 
If it's a Roku TV, the Roku "roDeviceInfo.GetModel(), go to: Settings >System >About
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