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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homedad
Level 7

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

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Same here. I watched about 15 minutes of Godzilla vs. Kong and it just froze. I pressed home and reloaded everything and it just keeps freezing up. My wife tried watching the Bee Gees documentary about a month ago on the Roku stick and it did the same so I had to connect the Roku XD and it worked fine. I assumed it was the cheap stick so I purchased this Ultra 2020 and I get this. I closed the HBO Max app and went to Amazon Prime Video app and everything works fine, same with Netflix. Its just the HBO MAX app.

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rmnbsk
Level 7

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

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its happening with me too. may be there some glitches going on.

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rmnbsk
Level 7

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

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its happening with me too. I think there is some glitches going on.

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RokuDanny-R
Roku Employee
Roku Employee

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

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Hi everyone,

Thanks for the posts.

There could be a variety of reasons/factors that could be causing the issue you are experiencing. We will do our best to see what is causing the issue.

First off, we would recommend to try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. Does this clear up the issue you are seeing?

If you are unable to resolve the issue, 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 assist you further.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
wcjones22
Level 7

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

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I am having the same issue, keeps freezing and can't watch anything.

Cy8erb0b
Level 8

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

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@wcjones22 wrote:

I am having the same issue, keeps freezing and can't watch anything.


what version are you running, and if 10.0.0 have you tired to enter secret menu to downgrade

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altersheim
Level 7

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

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nope, I have been trying for 2 weeks to load HBOMAX. I want my money back

 

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atc98092
Community Streaming Expert

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

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@altersheim What model Roku do you have? I have no issues with Max on all of my Ultras, the Premiere and the Sharp Roku TV. With the Ultra 4800 I have no issues with Dolby Vision and Atmos as well.

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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RokuMary-F
Roku Employee
Roku Employee

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

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Hi @altersheim,

Thanks for posting in the Roku Community!

We recommend starting here to troubleshoot channel issues: Follow these steps in order:
1.Navigate to the channel tile on the Roku home screen, press the * key on your remote, and choose 'Remove channel'.
2.Next, restart your device from Settings>System>System restart. (For Roku TV Settings>System>Power>System restart)
3.Once your player/TV starts up again, go to 'Streaming Channels' on the Home screen, and add the channel back once more.
If that still doesn't clear up the issue you're experiencing, we recommend contacting the channel provider directly to follow up for more help. They’ll be able to best assist with any issues that are occurring within their channel.
For further assistance with account and billing-related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.
Thanks,

Mary

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phytotech
Level 8

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

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Previously, the suggested routine worked, but not since the end of March HBO Max update, at least on my system. I am in contact with HBO Max and finally got the complaint elevated to someone who is involved with the programming end. Hopefully, they will fix it soon. For me it was not so much an inability to watch the HBO shows as it was for their movies with 4K, HDF, Dolby-Atmos. They start up, the screen goes black, then I'm back looking at the startup screen--the movie never starts.

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