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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blouwho
Level 7

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

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My newer TCL Roku tv is doing this with HBOMAX and Prime.        

Tried turning off data saver, unplugging tv to reboot, remove app, reboot, replace apps, reboot.     

We had no old HBO, apps work on Roku devices in other rooms.         

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Kndllee
Level 7

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

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Mine is doing this on every channel, Netflix, Prime, HBO, Hulu, all day, I click on them, and it bounces straight back to Home Screen instead of opening the channels.

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RokuDanny-R
Roku Employee
Roku Employee

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

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Hi everyone,

Thanks for the posts.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Rsmith216
Level 7

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

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The directions to start on another device worked. 

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Statview
Level 7

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

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Removing the channel and reinstalling it doesn't work I've done it 3 times at least and checked for updates plus called HBO support still not working I cancelled it but have it for a short time before it cancels completely it's sad because I thought it would be a good app esp for what they are charging I'm disappointed ☹️ the app is garbage 🗑️ esp with so many people having the same issues they need to scrap it and go back to the drawing board not sure if it's just Roku it works ok on my computer and phone and on fire stick

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atc98092
Community Streaming Expert

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

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@Statview HBO is solely responsible for their channel on Roku devices. You can't compare the app on a different platform (Fire TV, Android device, phone, computer) as they all use a different programming language to create the app. HBO has terrible programmers, and I have far more issues with the app on my Nvidia Shield Android based, like your Fire TV Stick) than on my Roku Ultra. In fact, on my Ultra 4800 it works just fine.

But in the end it's HBO's fault for providing a poorly programmed channel and not being honest with their customers about which model Roku devices their channel will actually work well on. 

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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Mac7318
Level 7

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

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Easier to get rid of channel and save money than deal with all this.

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boricua3205
Level 7

Re: HBO Max app crashes when playing certain content

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So once Roku updated a month ago I was able to mirror once again.  I swirched to an Eero mesh router and I’m back to square one.  Not only that, any failed connection attempts disconnects my wifi internet access.  I have to literally forget the wifi connection and reconnect.  This only happens when I try casting to the Roku!

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Forsaken
Level 8

Re: HBO Max app crashes when playing certain content

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@boricua3205 wrote:

“So once Roku updated a month ago I was able to mirror once again.  I swirched to an Eero mesh router and I’m back to square one.  Not only that, any failed connection attempts disconnects my wifi internet access.  I have to literally forget the wifi connection and reconnect.  This only happens when I try casting to the Roku!”

I had that same problem with my ISP’s modem/router. I bought a different router and have never had the problem again. But something you can try doing, whatever WiFi you have your Roku connecting to, change its channel to 157 or 161 for 5GHz or channels 1, 7, or 10 for 2.4GHz. My Roku won’t connect to any of my router’s 5GHz WiFi if I don’t have the channel set to either 157 or 161. It will show up but it tells me the password is incorrect for the network, despite it being correct. It all boils down to interference. Give that a try and see if it works. 

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boricua3205
Level 7

Re: HBO Max app crashes when playing certain content

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I can connect fine for streaming and everything else.  Issue only occurs when I try connecting from windows 10 to mirror on the Roku.

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