Channels & viewing

[Cathmcgui]

I am unable to login to Max since the switch yesterday. My provider is Amazon Prime Channels and it cant verify the provider.  I've uninstalled the all, restarted the Roku, reinstalled the max app. Mada sure all updates done on Roku. Have called Max and all looks ok on their end. Called Amazon and they to say all looks ok. I still cant get signed on. Any suggestions would be most welcome.

[jontalk]

After resetting the password and logging in, the app opened nicely and the new layout is terrific. Haven't streamed any content yet, so I'm hoping there will be AV improvements since the HBO Max app was mediocre

[Elmskel]

I have a similar issue, I live in Latin America and in my country Max is not available just yet, so I get a message that max is not available in my region, HBO Max is still working on other devices and pc, unfortunately Roku removed the HBO Max app from the app store and replaced it with Max.

[atc98092]

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@Elmskel wrote:

I have a similar issue, I live in Latin America and in my country Max is not available just yet, so I get a message that max is not available in my region, HBO Max is still working on other devices and pc, unfortunately Roku removed the HBO Max app from the app store and replaced it with Max.

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Roku did not remove it from the channel store. HBO removed it and replaced it with Max. Roku gives the provider that ability. The only time Roku themselves removes a channel is when the channel is in violation of their terms of service agreement. I am surprised you had access to HBO Max in the first place, and it was likely in error. It doesn't matter if it works on other devices. HBO has to authorize it specifically for Roku devices in your location. And only HBO can do that. Roku cannot override the settings of the provider. 

[RokuJechealR · Accepted solution]

Hi @Cathmcgui,

Welcome to the Roku Community.

We understand that you are still having trouble with a playback issue on the Max channel.

We would recommend trying again at a later time as well as taking the following troubleshooting steps:

1. Check for a system update through Settings > System > Software update.
2. Restart your Roku device through Settings > System > Power > System restart.

Keep us posted on what you find out!

Warm regards,

Chel

[timeliar]

Since the change to Max, I have not been able to get in.
I get the login option screen. I have an account with Max, so I enter my username and PW.
After login screen, I get the "Something went wrong. Let's try again!" screen.
I have uninstalled Max app, updated Roku software, rebooted Roku, re-installed Max app.
Updated Max app.
I have unplugged and restarted all devices.
I have restarted router.
I can login to Max via my phone and Windows PCs on the same network without issue.

Here are the units that will not login.

#1

4660RW - Roku Ultra , SN:YJ00DJ721625, DID: CS37CD721625, SW ver: 12.0.0 build4184-46, Channel: Max-v54.0 build 0, Issue ID 25-208-947

#2
4660X - Roku Ultra, SN: YJ007E276467, DID: CK4887276467, SW ver: 12.0.0 build4184-46, Channel: Max-v54.0 build 0, Issue ID: 67-209-065

#3
4670X - Roku Ultra, SN: YJ00FA036438, DID: KW999F036438, SW ver: 12.0.0 build4184-46, Channel: Max-v54.0 build 0, Issue ID: 38-209-961

Curt

[jesushalfonzo]

Hi, I have the same problem. HBO upgraded to Max and now it won't let me log in, it won't even let me enter my credentials. My roku is model 3930X- Roku Express S/N X00400GE0K07, device ID S008211E0K07. the software version is up to date and i already tried all the steps i read here. still not working

[Etienne1]

There is an HBO MAX phone number you can call for help.  I got set up in 5 min. after not being able to do all these things on the internet.  855-442-6629.

[EricSanchez]

no me funciona y e intentado las opciones que dan:

Modelo del dispositivo Roku,  3700X-Roku Express

número de serie, YU00TW428697

ID del dispositivo: 7G271T428697

SO/versión del software: 12.0.0 compilación4184-28

[Blizzardly]

I called Max Support, they were also stumped (4660X-Roku Ultra) after having me retry everything above to no avail. 

In my case I can log in but any title i select immediately brings me to a “Something Went Wrong” message with a comically long error code. HELP! I can log in on my phone or computer, but this is not a long term solution.