Channels & viewing

[rguerras]

The problem reported by other users months ago persist:

https://community.roku.com/t5/Channels-viewing/HBO-Max-Not-Loading-Black-Screen-3-dots-Black-Screen-...

I have tried ALL the solutions suggested by Roku and Max (update app, reset to factory, unplug/plug TV...), plus some others from users (change password, use guest session in Roku...) and nothing works.

Is there any chance of getting this issue solved anytime soon?

Roku device model: G218X - Roku TV

Serial number: X01900S9PG87 (S0A36289PG98)

Software OS/version: 12.5.0 compilation 4176-CH

GC version: 10.4.45

Time stamp: 2024-01-16T05:55:11Z

Tracker ID: 87-021-955

[RokuTakashi]

Hi, @rguerras

Thanks for posting, and welcome to the Roku Community.

We see that you're having an issue with MAX, and we appreciate you for providing this information. One more detail we'd like to ask is an image referring to the issue. Once we have this, we'll be able to forward this to the appropriate Roku team for this case to be further investigated.

We look forward to hearing back from you.

All the best,
Kash

[rguerras]

The insert/edit image in the Reply to Message is useless. I cannot upload an image using it.

You can see the Screenshot in this link:

https://ibb.co/Y2W6ztY

Other thing I noticed: the icon for the app on the home screen is the older one (HBOmax, not Max). I have tried updating and un/reinstalling the app and it doesn't change. I don't know if that helps.

Best regards,

RG

[renojim]

@rguerras, where are you located?  From what I've seen here it appears the old app isn't supported anymore and the new one is only available in the US.

"The Max app is available in the US.

We anticipate that Max will be available in Latin America and the Caribbean in 2024. Stay tuned for more info."

https://www.max.com/

[rguerras]

Hi,

I am located in California, US. I moved here in 2022. 

If the problem is that Roku is not detecting my IP/region correctly, how can I update that in Roku? There is no option either on your website or your app. There are no good answers on this website either.

My Max account is working fine in other apps, but not in the Roku TV.  

Best regards,

RGS

[RokuJohnB]

Hi @rguerras,

Thank you for keeping us posted here in the Roku Community!
After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

If you need anything else, please let us know.

Kind regards,

John

[rguerras]

Hi,

I found a solution. The problem was caused because my Roku account was from my previous country of residence and Roku could not detect that. There is no option either to change region/country/state.

Following the recommendation of other users that experienced issues after they relocated/moved, I deactivated my previous account and opened a new one. I reset my device and started anew with the new user/e-mail. After that, I was able to use the Max app without problems.

Kind of annoying, but it did the work.

RGS