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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Bleacherbum67
Level 7

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

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What should those of us do, who when we try to remove the HBO MAX app by clicking the "*", don't get an option of "remove channel"? All I get when I click the "*" with the HBO MAX app highlighted is -

My rating

Move channel

Manage subscription

Check for updates  (I've already done this)

Give us feedback 

I am running the 3500X - Roku Stick and I have already did a system update and restart. Suggestions??

Help!

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atc98092
Community Streaming Expert

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

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@Bleacherbum67 

First, I'm amazed that a 3500 is supported by Max. From what I've seen the channel/app really likes a more powerful player. 

Usually I've heard with channels that don't display the remove option it's because the subscription is through Roku, and the subscription must be cancelled to be able to remove the channel. I can't confirm that, simply what some have said. I just checked my Ultra 4800, and the option to remove the channel is there. I am subscribed via my AT&T cellular account. 

Also, I don't have that option to manage my subscription, and that kind of points to the first thing I said about being subscribed through Roku. Try clicking that option and see what you get. 

Dan

Roku Community Streaming Expert

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I am not a Roku employee, just another user.
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RK3
Level 7

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

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Thanks to all who are trying to help with the HBO Max issue.  I have spent a couple of days chatting with Support and getting a bit of a run around.  I was supposed to hear back from "high officials", but no luck with that.

Same problem as everyone else.  Everything is up to date (Roku app and HBO Max app), but it won't boot up.  The home screen comes up after clicking on the logo, but nothing will activate.  I then get kicked back to the channel option page.  I have HBO via ATT (Direct TV) and I have called them.  They point me back to Roku.  I can open and watch HBO Max on our smart tv, but not on the tv with Roku.

I have seen in the posts that this may require a new Roku device.  I am wondering if anyone has had success with Support getting back to them or Sales helping with a new device.

Thanks

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atc98092
Community Streaming Expert

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

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@RK3 

I'd say it's HBO. While Max seems to work just fine on my Ultras, it's the Nvidia Shield that I have problems with. So I would say the HBO app developers aren't very good. When you have cross-platform issues, the problem likely isn't the platform. 

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.

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JWnola
Level 9

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

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On a crazy note, my new Roku stick came yesterday but I haven't opened it yet....decided to try the HBO MAX app one more time on my 3500 stick....and it works fine now...about time! Thanks for the forty bucks, HBO!

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PeteCharles
Level 9

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

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Update from my last post.  I haven't had a crash back to the home screen in a week at least, maybe longer, knock on wood.  I assume the updates I've noticed on their app (two I know of) in recent days/weeks addressed that problem.  So hopefully everyone else is seeing improvement in that area too.  2019 Roku TV 55R625.

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ShannonSellens
Level 7

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

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I’ve literally tried everything everyone had suggested and it still doesn’t work. I have contacted hbo max through the link you provided and there is no way to chat about this issue - it’s not an option you can select.

persuade
Level 7

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

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I followed the link you supplied to HBO Max and they had me fixed up in no time, had to search an HBO show from the Roku side and it prompted the log in screen, finally. I entered the code at HBO and it added our player. 
Thanks for the link!

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PurpleZiz
Level 7

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

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My Roku 2K device (v 9.4) continues to work with HBOMax only when I go in from a Roku search on a known HBOMax show title.  And when I watch a show from searching the title on the Roku search, HBOMax doesn't remember where I left off so I have to scroll through all the episodes to get back to my place.   This is clearly not a long term solution.

This weekend I even tried again to go through all the steps to remove HBOMax and add it back.  I also checked for Roku updates and do a reset.  I did notice that there were HBOMax updates that ran, however that didn't seem to address the main issue of this thread.  Nothing worked to get it to stop timing out from the HBOMax main screen.  It never finishes loading before it kicks me back to the Roku main screen.  

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meutermedia
Level 7

HBOmax on TV crashed all the time since I signed up Christmas

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New service, never had HBO:

HBOmax on TV crashed all the time since I signed up Christmas