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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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QDemon19
Level 8

Yet another HBO Max app crash report.

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Hello,

I'm on 3820X (#StreamingStick4K) , S/W version 10.5.1 (Build - 4059-CU) with HBOMaxApp version (50.60, build 70744)

I just started my free 30 day trial and when I go to the HBOMax App, I see a black screen with 3 dots at the bottom, which then takes me back to the Roku Channels screen in about 10 seconds.

I have tried - 

a. Removing and adding channel.

b. Restarting device between channel uninstall and reinstall.

c. I even went as far as resetting device to Factory Settings.

d. I have seen some folks report that trying a title search (from Roku Search) and using that to go directly to the title on HBOMax worked, well, not for me!

 

Really bummed, was looking forward to the HBOMax content.

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1 Solution

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QDemon19
Level 8

Re: Yet another HBOMax App crash report.

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I had HBOMax reset my account password and that finally let me in on the App.

Give that a try!

View solution in original post

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10 REPLIES 10\
RokuDanny-R
Roku Employee
Roku Employee

Re: Yet another HBOMax App crash report.

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@QDemon19

Thanks for the post.

If you are unable to resolve the issue and are only experiencing the issue with the HBO Max channel, you'll want to contact HBO Max support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach HBO Max support here: https://help.hbomax.com/us/ContactUs


Thanks,

Danny

Danny R.
Roku Forum Moderator
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QDemon19
Level 8

Re: Yet another HBOMax App crash report.

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@RokuDanny-R - thank you for getting back to me.

I did and they said that I should talk to Roku!

I got the new Roku device specifically for the HBOMax trial and prior to starting the trial, HBOMax was not crashing. It started crashing as soon as I activated the trial.

I managed to pull up the Issue Report Tracker and the issue id on there is UJ-469-608.

Could you please check if that id gives you any information that I could relay to HBOMax in case this is out of your hands.

 Thank you.

RokuDanny-R
Roku Employee
Roku Employee

Re: Yet another HBOMax App crash report.

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@QDemon19

Thanks for the follow up.

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? Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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QDemon19
Level 8

Re: Yet another HBOMax App crash report.

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@RokuDanny-R  - Please check my initial post, I have listed everything that I have tried.

I already tried removing/adding/restarting Roku/ updating both OS and channel to latest.

Again the crash started as soon as I activated the trial, HBOMax was not crashing prior to trial activation.

It may also help to check on the Issue Report Tracker ID - UJ-469-608

Thank you.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Yet another HBOMax App crash report.

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@QDemon19

Thanks for the follow up.

If you are still unable to resolve the issue, you'll want to contact HBO Max support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach HBO Max support here: https://help.hbomax.com/us/ContactUs


Thanks,
Danny

Danny R.
Roku Forum Moderator
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QDemon19
Level 8

Re: Yet another HBOMax App crash report.

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@RokuDanny-R 

We are going round in circles at this point, I've mentioned, in this very thread, multiple times that HBOMax asked me to follow up with Roku.

Are you able to look up the id I provided you on Monday UJ-469-608 and give me some more substantial to follow up with HBO or maybe it can help Roku devs figure out what is going on.

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Sad3
Level 7

Re: Yet another HBOMax App crash report.

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Another HBOMax launch inability here! I have tried the solutions by Roku, to no avail. All other channels are fine. Hope this issue is fixed by Roku soon.

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QDemon19
Level 8

Re: Yet another HBOMax App crash report.

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I had HBOMax reset my account password and that finally let me in on the App.

Give that a try!

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Sad3
Level 7

Re: Yet another HBOMax App crash report.

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Hello there. I signed up via the free trial offered via Roku. Roku would, per offered help, need to handle resetting. At this point I am so fed up with this problem and am ready to take the Roku device back, or just throw it in the trash. Thanks!

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