Channels & viewing

[Psilobite]

The transition from HBO MAX to MAX did not work for me.

I tried to connect through provider. I went through the steps, but the app never moved past the screen that gave the number to enter on the website.

I tried to enter the user name and password. After I did this, the MAX channel exited. Now, I can no longer launch the MAX channel. It starts, then exits.

I followed the usual steps of removing and re-adding the channel, but it keeps whatever user settings are now causing it to immediately exit after launching. So, I am now permanently locked out of the channel.

I find it extremely frustrating that Roku does not give users the ability (when hitting "*" on a channel) to "reset" the channel to a clean state (as if the channel was never added), wiping all user data. This would likely avoid and/or help troubleshooting.

- Roku device model, serial number, device ID, and software OS/version
Device Model: 4660X - Roku Ultra
Serial Number: YJ00A4777475
Device ID: CK386A777475
Software OS/Version: 12.0.0 Build 4184-46
GC Version: 9.2.113

- Does this issue occur on a specific channel? If so, what channel and what version/build is the channel
Yes, this issue occurs on "HBO MAX", now called "MAX"

- 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 and provide us with this ID)
75-205-246 (Timestamp: 2023-05-23T12:46:21Z)

- Steps to reproduce the issue you are seeing
Launched HBO MAX, changed to MAX, prompted for different ways to log in. Tried through provider (Spectrum). Went to the website listed, entered the code, followed the prompts, linked HBO MAX account, but screen on Roku did not update and stayed at the screen giving the code. Tried option to enter user name and password. After doing this, the MAX channel/app closed. I was unable to re-launch. The MAX app exits immediately after launch. I tried the usual steps of update, remove app, update, restart, add app, update, restart, update, launch app, but it still closes immediately after launch. I am now permanently locked out of the app.

[Bustermonkey2]

I'm in exactly the same situation.  Tried to migrate to Max app through HBO Max app but it didn't work and Max app just crashes immediately.  Tried restarting roku but same result.

[Psilobite]

Here is the e-mail message they sent out (received Monday 05/22/2023 at 03:54 PM EDT from HBOMax@stream.max.com):

"Help Center" link in e-mail goes here: https://help.max.com/US-en/answer/detail/000002564

[joeclark]

I'm sorry to hear about the trouble you're experiencing with the transition from HBO MAX to MAX on your Roku device. While I can't directly resolve the issue, I can provide you with some general troubleshooting steps that might help:

1. Force close the MAX app: Go to the Roku home screen, navigate to the MAX app, highlight it, press the asterisk (*) button on your remote, and select "Remove channel." After that, restart your Roku device by going to Settings > System > System restart. Once the device restarts, add the MAX channel again from the Roku Channel Store.

2. Clear Roku cache: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset > Clear cache. Restart your Roku device and try launching the MAX channel again.

3. Check for Roku system updates: Make sure your Roku device is running the latest software version. Go to Settings > System > System update > Check now. If there are any updates available, install them and restart your Roku device.

4. Contact Roku support: If the issue persists after trying the above steps, it's recommended to reach out to Roku support directly. They will have access to more specific troubleshooting options and can assist you further in resolving the issue. You can visit the Roku support website or contact them via phone for personalized assistance.

Regarding your request to "reset" the channel to a clean state, unfortunately, Roku does not provide a built-in option to reset individual channels. Removing and re-adding the channel should ideally achieve a similar effect, but in this case, it seems there might be some persistent settings causing the issue.

I hope these suggestions help you resolve the problem and regain access to the MAX channel.

[Psilobite]

Thanks for the reply above, but none of it helped me.

1. I already tried this, it had no effect.

2. I don't have a "Clear cache" option.

3. I ran several system updates, all software is up to date.

4. What is the link to the "Roku support website"? I thought posting here is contacting support?

[Serra]

Same here. Max starts, then will not load.

[RonH3]

Same Issue, nice start for the new combined venture with an app and debut day doesn't work.

[kayaker2001]

Same here. The new app logo shows up, and when I click on it, it starts to open then crashes/returns to the Home screen. Disappointing. 

[Serra]

Update: I deleted the app and reinstalled it. It then gave me an HDMI warning, but that cleared, and I was able to log in. Once I logged in, it crashed. Each attempt to get in gives me the same crash.

[Smashie]

It works on Guest Mode. Bit of a pain but saves the headache until they fix the issue.