Channels & viewing

[geezer78]

I advise you contact HBO MAX support as you are using a firestick, and perhaps they'll tell you something different. I do believe it's an app problem but it disappoints me that ROKU passes the buck by telling the customer it's not Roku's fault instead going to bat for their customers with the app makers. 

[Davidny]

@DeviceUser  you are genius! This was the exact fix needed! After trying everything many many times, I stumbled on your reply and the magic answer! If only Roku would’ve known to do this. THANKYOU! Everyone having this issue: this is your fix! 
here is what @DeviceUser wrote:

”After trying everything on the Interwebs: Background, clearing cache, removing and re-adding, restarting network, even changing resolution, I found our solution. The account PW had changed some time ago and it must not have liked it. We had to log into HBO Max from a computer and have it log off all devices. Once we opened the app after that we could sign in and it was fixed. What a pain.”

[geezer78]

Ok. But I sign in through my cable provider both online and on Roku but that password which is my provider password has never changed. 

[geezer78]

PS. So I signed out of Max on my computer. Signed in again with my cable provider. That went fine. Turned on Roku. Uninstalled HBO Max. Hit system restart. Re installed HBO Max. And guess what. It still won't load. 

[RokuKarla]

Hi @geezer78

Thanks for your post.

We apologize for the continued issue you are experiencing with the channel. Our support team is actively working on resolving this and would like to investigate your case further. Could you please provide us with the following details:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• The channel version/build (this information can be obtained by selecting the channel on the Home screen and pressing the * button)
• Tracker ID associated with the issue (when you encounter the problem, press the Home button five times followed by the Back button five times, and provide us with this ID)

We appreciate your cooperation and patience as we work towards resolving this issue.

Regards,
Karla

[geezer78]

Karla, I sent you the information you requested in a private message. 

[RokuKarla]

Hi @geezer78

Thanks for the post.

I have passed along your concerns and information to the appropriate Roku team to investigate further. Thanks again for your continued patience and understanding.

 

Regards,
Karla

[geezer78]

HBO MAX has now given me a Case Number for this issue and assures me they are working on the problem but still no word on when an update will come that will correct it. They seem satisfied that I can watch HBO Max on my computer even if I can't on my Roku. 

[Aqaba]

This problem started in March, ROkU.

Please have the decency to respond with an update.

[RokuKarla]

Hello @Aqaba

We appreciate your contact!

We apologize for the continued issue you are experiencing with the channel. Our support team is actively working on resolving this and would like to investigate your case further. Could you please provide us with the following details:

-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) 
-The channel version/build (this information can be obtained by selecting the channel on the Home screen and pressing the * button) 
-Tracker ID associated with the issue (when you encounter the problem, press the Home button five times followed by the Back button five times, and provide us with this ID)

We appreciate your cooperation and patience as we work towards resolving this issue.

 

Regards, 
Karla