Channels & viewing

[RokuDanny-R]

Hi Community users,

If you are using the HBO Max channel and the channel loads and then shows a black screen with 3 dots and then either shows an error message or returns to the Home screen, please provide us with the following information so we can investigate the issue further:

-Roku device model, serial number, device ID, and 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

Thanks,
Danny

[smorgasbord]

Model 3910RW - Roku Express+

Serial # YG00DY737050

Device ID: C5395D737050

Software Version 10.5.0 • Build 4208-51

• Happens only on HBOMax (purple startup screen, then black screen with 3 rotating dots, then crashes and returns to HOME screen).

HBOMax Version 52.5 • Build 18

The Tracker ID technique you listed did not work, it just bounced up in the Home hierarchy then gave me beeps for the back button. Because, after all, HBOMax is simply crashing.

To reproduce, just select HBOMax from the home screen.

[atc98092]

@smorgasbord you might not have entered the button presses quickly enough to generate the tracker ID. It needs to be fairly quick with no pause when moving to the Back button. Yes, the screen will bounce around when you do it, and you'll hear the audio beep with each press. But the sequence does bring up the tracker ID box if done correctly. 

[smorgasbord]

OK, took a few tries but finally got it:

Issue report tracker:

Model: 3910RW - Roku Express+

Serial number: YG00DY737050 (C5395D737050)

Software version: 10.5.0 • build 4208-51

Timestamp: 2022-02-09T22:33:00Z

Please use issue ID 50-057-513 to report the current issue.

[KarmenLee]

Hi, this is happening to my roku too. It loaded fine about 10 days ago, but today it will not load.

Model: 7133X - Roku RV

TCL model: 65S423

Serial number: YNOOWN314612

Device ID: J6988W314612

Software version: 10.5.0 • build 4210-30

Problem occurs when trying to load HBOMax only.

Tracker ID: 12-062-251

To reproduce the issue, start the device, select HBOMax, wait. It momentarily shows the HBOMax logo, then shows three white dots blinking on a black screen. Finally it returns to the main menu. 

I've tried uninstalling and restarting in various combinations and it still is not loading.

[reebee]

Danny, I have the HBO Max problem you describe on two Roku devices. The problem only happens with HBO Max. The information you request follows:

Streaming Stick w Volume – Model: 3800X – SN: YF0096636948
ID: CT38A9636948 – Software; 10.5.0, build 4208-55 – Tracker ID: 48-063-379

Roku Premiere – Model: 3920X – SN: YH00CK867270
ID: K4294C867270 – Software: 10.5.0, build 4208-91 – Tracker ID: 70-063-376

Please keep me up to date on what you discover. Thanks for your help.

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

I have passed the information you have provided to the appropriate Roku team to investigate further.

Once more information is available, I'll be sure to update this Community thread.

Thanks,
Danny

[ozzie-]

Having a similar issue, sometimes I get spinning dots. Now other times I get a blank screen. Either way, it won't load.

Model 3810RW - Roku Streaming Stick+

Software version 10.5.0 build 4208-50

Timestamp 2022-02-16T03:03:59Z

Issue id 95-066-423

Hbo max app 52.5 build 18

[jestinetria]

MODEL: LC- 50LBU591U

SERIAL NO.: YN00SK840454

SOFTWARE VERSION: 10.5.0. Build 4210-38

TIMESTAMP: 2022-02-16T04:43:59Z

Please use issue ID 54-066-523 to report the current issue.

This happens only on HBO MAX. The rest of the chanel works perfectly fine.

[RokuMary-F]

Hi everyone,

Thanks for continuing to share what you're observing and providing needed information.

We're aware of the issue and our team has continued investigating the issue and is hoping to have a further resolution soon.

We appreciate your patience in the meantime.
 

Best regards,
Mary