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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atc98092
Community Streaming Expert

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

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@maxproandu 

I would expect hardware restrictions would be the best direction to go. That seems to be where the hangup is with their current channel. Although they still can't get 5.1 audio in their Android apps. That's the main reason I use my Roku instead of the Shield for Max.

But the Ultra I use mostly is the newest version, which is quite powerful compared to older models. I have used Max on my Sharp Roku TV, but since it's a 4K set it's more powerful than something like the Express models. Depending on what features HBO wants to offer in that channel, I could see them restricting it to 5th generation and newer Roku players. 

Dan

Roku Community Streaming Expert

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maxproandu
Level 9

HBO Max keeps freezes - then crashes back to home screen

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atc98092

We agree; the 4800X Ninth Gen, with it's Realtek RTD1319VR ARM Cortex A55 Quad-core SoC with 3 levels of cache, runs faster and cooler than the A53 in the 4670X Eighth Gen it replaced. Dolby Vision decoding in the RTD1319VR was long overdue. The Realtek RTL8822BE radio is a major improvement too.

We often wonder if the reason people are having problems with the HBO Max channel on so many devices is that it was coded with the 4800X in mind from the beginning.

The new Chromecast with Google TV, using the extremely stable Amlogic S905D3 ARM Cortex A55 Quad-core SoC, is as powerful as the 4800X and is considered an entry level streamer at half the price. The Amlogic SoC natively supports Dolby Vision decoding and a number of other features. And if developers upgrade the apk's to become more than a phone/tablet apps, we should start seeing 5.1. They haven't put forth the effort because GTV has not been a true competitor.

Just like the last round of devices left to be "Legacy Models" with Roku OS 9.2 (all 256MB RAM), the next round of candidates will more-than-likely also be hardware determined, not by generation. We believe this are the next Legacy Devices:

2700X Roku LT
2710X Roku 1 / SE
2720X Roku 2
3500X Roku Streaming Stick
3700X Roku Express
3710X Roku Express+
5000X Roku TV Liberty

With the exception on the 3500X, all of these Roku devices have MIPS SoC's. The 3500X is the last non-Cortex ARM powered player supported. Other than the 512MB of memory, we reason Roku has kept this Second Gen stick active as-long-as they have due to the number of active unit. Regardless, we may still have Third Gen players like the 4200X.

With the Roku OS no longer needing to support these, the next OS revision will allow channel developer like HBO to better refine their apps.

More Ninth Gen units are due as replacement for the following, all based on the Realtek RTD1319V:

3810X Roku Streaming Stick+
3811X Roku Streaming Stick+
3920X Roku Premiere
3921X Roku Premiere+
3930X Roku Express
3931X Roku Express+

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atc98092
Community Streaming Expert

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

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Well, I just watch one episode of Game of Thrones on my 4800, and all was well. I then switched to my 4670, which is connected to my network via WiFi instead of wired and connected to a small 720p TV. I then watched the next episode of GoT. The only difference was the 4670 wouldn't show the captions. can't say for sure if it's the Max app for that or not. The 4670 hasn't had an OS update since Dec 10, and the box hasn't been rebooted since. I know the 4800 has received a number of OS updates due to some Dolby Vision issues, although they haven't appeared to me. 

Dan

Roku Community Streaming Expert

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Paulie1
Level 7

Re: Temporary fix.......

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I'm two months late here, but still having the issue on both of my parents' Roku sticks (don't remember the models.  One is older & one much newer).

Thing is, Amazon Fire was a big holdout to HBO Max for a while, but finally worked it out & Max worked perfectly & still does on my Fire tv at my home.  And HBO Max works great on all of my devices (phone, computer).

So I'm going to buy my folks a Fire stick  because it works great with HBO Max & Roku was a big holdout and not wanting to offer it forever & so they went ahead and agreed to offer it, knowing it'd be buggy & never work.  Not cool.  What else will they do that with that comes along in the future?

 

 

lswin
Level 7

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

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It worked!!!!!!!yeah!!!

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MartyLA
Level 8

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

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Sorry, this is too much, and in particular I’m worried about screwing up HBO Max on my other devices when it’s working fine on them. Seems like the simplest solution is to ditch Roku and find a company that cares and doesn’t just say “it’s HBO’s problem, not Roku‘s”.

MartyLA
Level 8

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

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@RokuDanny-R  — You’ve got to be joking. Roku has thousands of subscribers who all have the same problem with HBO Max and you’re telling each one of us to go to HBO Max and overload their customer support system? If so many Roku subscribers have the same problem with HBO Max, then Roku needs to solve it for us. As I write this, it is 3 months after you were notified about this problem and it still persists. Nothing personal, but I’m ready to say F— Roku and ditch it for a streaming service that cares about its subscribers. PLEASE CONTACT ME AT THE EMAIL I USED TO REGISTER WITH ROKU. 

atc98092
Community Streaming Expert

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

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Marty, it is HBO's problem. I use Max on two different Roku devices daily without an issue. For whatever reason, HBO has poor developers for their Roku channel. But it's bad on Android devices as well, as I have a Shield that have far more issues than my Rokus. That's why it's a HBO issue. It happens on multiple platforms, not just one. 

Dan

Roku Community Streaming Expert

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TheKdd
Level 8

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

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Same issue, although it lets me load a movie, crashes in the beginning and reboots the television. (TCL Roku TV.)

I have two other Roku boxes in the other rooms that it works on (a bit slow and clunky loading but works) just the TV doesn’t like it. Please fix and yes, I also complained to HBO.

Both you and HBO just tennis match the problem back to one another. (Not our problem, Roku’s problem. Not our problem, HBOs problem.) In the meantime the consumer is the loser.

Cy8erb0b
Level 8

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

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@TheKdd wrote:

Same issue, although it lets me load a movie, crashes in the beginning and reboots the television. (TCL Roku TV.)

I have two other Roku boxes in the other rooms that it works on (a bit slow and clunky loading but works) just the TV doesn’t like it. Please fix and yes, I also complained to HBO.

Both you and HBO just tennis match the problem back to one another. (Not our problem, Roku’s problem. Not our problem, HBOs problem.) In the meantime the consumer is the loser.


not a good look for roku, same issue happening again now affecting apps. and it really is there problem, sent an update out that sent my roku dumb to my apps, had to downgrade from v 10.0.0 to ver 9.4 using a secret hidden menu,