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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@SugarDarling I believe the HBO Max channel is one that requires you to log out of the channel before it can be removed. Look in the settings within the channel for where to log out of your account.

That said, I have no issues with Max on any of my Roku players. I believe the issue you are having is that your Roku is simply too old. The 2710 was released in Sep 2013, and simply isn't powerful enough for Max. I realize that HBO says that any device running Roku OS 9.3 or later is supported. Probably the biggest problem is the 2710 doesn't support accelerated graphics, and MAx is likely something that requires it. You simply need a newer Roku player.

I have far more issues with Max on my Nvidia Shield players, which are much more expensive than any Roku. HBO simply has terrible developers for their apps on all platforms, not just Roku. And unfortunately this is all on HBO. There's nothing Roku can do to make Max work properly on their devices. 

Dan

Roku Community Streaming Expert

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Skynet
Level 9

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

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I’m not sure how to say this in a nice way. Do yourselves a favor and get an Apple TV 4K don’t waste your time with roku or google tv. Yes get a tv powered by roku tv or google tv you save money and do not connected or set it up just use it as a regular tv: Apple TV’s are very powerful to run pretty much anything thrown at them with 0 issues. So I ended up getting 4 apples TVs and said goodbye roku and their weak hardware.

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atc98092
Community Streaming Expert

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

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@Skynet you aren't being fair to Roku. The problems with the HBO Max channel are solely the responsibility of HBO. It's their developers that write the app for each platform. And it's uniformly bad on all platforms.

I find Max works far better on my Roku Ultra 4800 than my far more powerful Nvidia Shield. I have no issues with Dolby Vision, Atmos, or anything else with Max. And I've used my Premiere (less powerful than the Ultra) without any issues getting 4K/HDR from Max. The problem isn't with Roku. Talk to HBO and make a fuss. If they've done a good job developing on the Apple TV, well that's one plus for them. But their Android app is miserable. 

Dan

Roku Community Streaming Expert

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Skynet
Level 9

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

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I’m not sure if roku comes even close to the powerful bionic A12 processor of Apple TV’s or even the stability of the os itself. all my rokus are ultras still not good enough hardware for 60 dollars more per unit you can get a device that is supported by apple running very stable Unix based iOS and much better experience. Also Apple TV’s support Dolby vision and hdr on same device also Dolby digital and atmos can roku do that. Roku used to be good till all they care now about is revenue from advertising forgetting that we purchase a streaming devices to stream @atc98092 

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atc98092
Community Streaming Expert

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

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Yes, the Roku Ultra 4800 supports Dolby Vision, HDR and Dolby Atmos without an issue. I've never used an Apple TV, so I won't say anything bad about them. Some people are completely happy with them, and that's fine. My Shield is a perfect streaming player with the exception of HBO Max. And my Roku players are fine for everything other than streaming my local media, and there the main limitation is not supporting the lossless audio codecs and can't stream fast enough for playing my 4K movie rips. 

I do wish Roku would offer a more high end player, something with Gigabit Ethernet, support for bitstreaming lossless audio, and support image based captions. That's where the Shield excels, but I still prefer a Roku for everything else. And I really wish Roku would stop using the same name on players with different hardware and capabilities. 

Dan

Roku Community Streaming Expert

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Skynet
Level 9

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

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@atc98092 Hopefully in the future they can produce better hardware for manufactures that use roku for their tvs. By the way do you know if any manufacture still make non smart TVs?

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atc98092
Community Streaming Expert

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

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Roku doesn't provide any of the hardware used in Roku TVs. They only supply the operating system. 

I imagine there's a few non-smart TVs around, but likely not many. And even those are probably going to be in the smallest screen sizes. They all use some sort of computer to run the TV now, so making them "smart" likely adds almost nothing to the cost. 

Dan

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C_I
Level 13

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

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Exactly right.  And Roku is not responsible for any malfunction of the HBO Max app. If necessary, contact HBO  customer service or tech support directly through their website and put in a formal complaint with them. I did this recently on the NBC website because I was having a similar issue with the NBC app. A week or so later, I was able to log on to the app as usual. Some how the issue that was happening cleared itself up. 

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Nsputnik1
Level 8

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

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I don't agree that Roku should not have some sort of say or opinion regarding one the premier streaming channels not working right on their device.  Both companies brand reputations are on the line and they should work together to fix the issue and not be asking each individual customer to reach out to them for a solution, it is unacceptable to today's consumers. Just fix the software or enforce and publicize minimum hardware requirements like any reputable tech company. 

atc98092
Community Streaming Expert

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

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@Nsputnik1

 

While you have a valid point, there's only so much Roku can do. They have a contract with HBO to provide the channel, so it's not like they can threaten to pull it. Beyond that, all they can do is talk with them about the issues. Most likely they are doing that, but that's not a public conversation. And as mentioned here before, the Max app is actually worse on other platforms. For myself, Max works fine on my Roku Ultra, but I have constant issues with the app freezing up on my Shield, a supposedly higher end player. 

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.