Channels & viewing

[RokuCarly]

Welcome to the Roku Community, @jBu979!

Thanks for your first post here and for letting us know you have the same issue with Max's pause/play functionality on your Roku device. Rest assured that the relevant team is currently investigating this issue.

With this being said, we'd like to include your affected device in the process and it would be great if you could provide us with additional information such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

We'll be looking forward to your update.

Best regards,
Carly

[Crookleg]

I'm experiencing the same issue. Very annoying. Every other channel pauses when you hit pause. This recently changed with Max on ROKU and now we have to hit pause or play to bring up the time bar, to then pause or play. No other apps work this way.

[RokuCarly]

Welcome and thank you for posting here in the Roku Community, @Crookleg!

Thanks for bringing this to our attention. Rest assured that our relevant team is aware of this occurring issue with Max and is currently in the process of investigation.

We'd be happy to include your device for review and it would be highly appreciated if you could provide us with the necessary details such as follows:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version.

In the meantime, we would also recommend directly coordinating this with the channel provider for further clarification and assistance as this is an isolated case within Max only. You may reach them here: Max Support

We'll be anticipating your update.

Best regards,
Carly

[pgarvin652]

Hi,

This problem is a couple of months old. Any word on when this issue will be resolved?

[RokuCarly]

Hi, @pgarvin652.

Thanks for following up. After checking this with the team, it seems like Max can resolve this, as they manage and maintain their app on the Roku streaming platform independently. Roku doesn't control the app's development and this issue seems to be a feature within the app.

In this case, we highly recommend coordinating this with the channel provider directly for further clarification and for faster resolution. 

You may reach them here: Max Support

Best regards,
Carly

[pgarvin652]

Thank you for your response, Carly.

I sent a message to MAX. However, it would appear that they don't have a forum like this one and the kind of responsive customer service that is available from Roku. 

Thank you again.

[RokuCarly]

Hi, @pgarvin652.

Thanks for letting us know about this. We also recommend their social media platforms, such as Twitter (@maxhelp). 

We hope this will be sorted out soon.

Regards,
Carly

[Two_Sense]

I'm having this same issue with Max & Hulu on my Roku Express 4k.

It's November 6th & I started noticing it about 2 or 3 months ago.

At first, I thought the apps changed their function but it didn't always happen.

So, I searched Google for an answer & found this post. I hope there's fix.

[RokuCarly]

Welcome, @Two_Sense!

We're grateful to have you here in the Roku Community.

Thanks for sharing your input with us. We completely understand your concern about the functionality inside the Max app on your Roku.

Please be informed that our relevant team has already looked into this and further advised the users who are currently experiencing this issue to report this directly to the channel provider since we don't have access to their running operating system. 

Max develops and maintains their app on the Roku streaming platform independently. You may reach them here for further assistance: Max Support | Contact Us

We hope this will be sorted out soon.

Best regards,
Carly

[MrPeabody]

My Roku models are all doing the same thing with the  Max app - I have to double press to pause or play after pause.