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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@CLT2 

I know it might seem as a Roku issue, but it works flawlessly on my Ultra 4800, which is connected to a Dolby Vision capable set. My Sharp 4K Roku TV also is working just fine at 4K/HDR. This TV is over 3 1/2 years old, so not a new model. That to me points to the channel developer (who is not Roku) hasn't done a good job covering the variety of hardware they claim works with their channel. You didn't state what model Roku you have. Regardless of what HBO claims to support, my feeling is it's only working well on more recent devices. Now, if yours is more recent, then perhaps there is a hardware issue with your player. Can't rule that out.

I have far more trouble with the HBO app on my Android based Shield than any Roku. Yesterday it completely locked the whole player trying to start WW84. I had to pull the plug and also turn my AVR and TV off and on, as it completely dorked up the HDMI chain. They released a new Android version today, and that seems to be working better now. At least HBO appears to be making the effort to make their apps work better. 

Dan

Roku Community Streaming Expert

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CLT2
Level 8

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

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I do have an older model - 3500X

I contacted HBO Max, but the first tech there was unable to help - said she would send it to the 'specialists.'

We'll see.

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PurpleZiz
Level 7

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

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I was spending too much time on this so I went out and purchased another Roku Ultra.  I understand not everyone wants do that or can afford to do that but when I did, the experience is sooo much better.  The wifi extender works amazingly and I finally get the benefits of the HDTV that I didn't realize I was missing before.   Even if they sort out the glitches on the older Roku devices for HBO, you might think about just for the difference in experience for all your streaming channels -- HBOMax, Netflix, PBS passport, etc.   Technology enhancements definitely improve your limited time enjoying watching shows.

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atc98092
Community Streaming Expert

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

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@CLT2 

The 3500 (purple stick) is almost 7 years old (released Mar 2014). Roku reports it as still supported for OS purposes, but per the developers documentation the max playback resolution is 1280x720. Since it doesn't actually support 1080p content (yes, it does support the screen resolution), that might be an issue. 

I checked the Max support site, and they don't list any specific models as either supported or unsupported. All they list is requiring Roku OS 9.3 or later. Honestly, I don't think the 3500 is capable of supporting Max. It won't work with Disney+ and other newer services. 

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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CLT2
Level 8

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

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I have three Rokus of varying vintage, and don't want to spend on another. Will watch the app on other platforms until I decide to bite the bullet and buy.

Thank you all for the comments.

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amyberta
Level 9

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

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I got a new Roku stick and it works with HBOMAX.Now if I could find something I want to watch on it,it would make me happy.

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LeeCee
Level 7

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

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I have tried all of things NUMEROUS times day after day and it still doesn’t work! Extremely frustrating. I watched the new Wonder Woman movie a couple of weeks ago and it was fine, but it hasn’t worked since then. HELP!!!!!!!

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ShannonSellens
Level 7

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

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The only thing that I have found to work is to search for something (Wonder Woman 1984) that is on HBO Max on the Roku search screen. Start it from there. A few mins in, stop it and then you should be able to go back one step where the HBO Max search button is available and find something to watch. I was able to watch a few things but the very last time I tried it did crash and go back to the Roku Home Screen. 

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Rickflowe
Level 7

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

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Just got off the phone with HBO Max tech support. It's 6:30 pm EST, 1/26/21.

TO WIT: the crash issue with roku is "...a known issue and HBO engineers are currently working on the problem."

HBO max needs to issue another update to resolve this problem.

No time frame.

Suggests we just keep trying until it works.

In the meantime, go to roku search, enter the specific content you wish to view and enter. This workaround bypasses the crash page and is the only way to view Max content until the problem is resolved.

CLT2
Level 8

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

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thanks for the hint about Roku search - worked for specific content!

HBO Max tech support sent several emails, the last of which wanted me to try several fixes that I already tried, and then disconnecting everything form my entire network and proceeding from there - not ready for that yet!
Anyway, thanks again.

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