Channels & viewing

[EricISM]

Ever since the mid January 2024 update to 12.5.5 this app and other apps will occasionally randomly freeze and show a static screen before rebooting. It's thee most noticeable on Max, an app that's been garbage since the HBO Max days. It somehow got worse. Laggy UI, shows and movies have serious trouble loading and sometimes never do, remote stops working, system reboots, etc.

I've done everything. No it's not my internet. That's hardwired and it's been tested. Don't ask about that. I uninstalled MAX and reinstalled. Same problems. I tested it on wifi and hardwired via ethernet adapter. Same problems. I even did a factory reset on the Streambar. Same exact problems. So, it's your recent update, Roku. It's trash. Fix it. Asap.

[RokuJanadeeK]

Hi @EricISM,

Thank you for bringing this to our attention. We understand that you're having issues with the Max app. We're here to assist.

Could you try to:

• Connect your device to a mobile hotspot just to check for differences in the streaming experience.

If the abovementioned steps did not help with the issue, please provide us with the following details so our appropriate team can check them:

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• Troubleshooting steps you have taken in an attempt to resolve the issue.
• Max app version

Please ensure that the details you share are complete and precise, as our Roku engineers need them to further investigate this issue.

Your response is highly appreciated.

Sincerely,
Janadee