Features, settings & updates

[rawan5]

Just hooked up a new Ultra last night.

Whenever I hit play on any Max content it starts to load, screen goes black and then returns to Roku homepage.

The Ultra device itself is working fine and all other apps I’ve tested so far have no issue.

I signed out of the other Rokus from my Account manager and resigned in on Ultra, did not fix issue.

I know Max has issues from time to time but it’s working on my iPad.

[RokuERey]

Hi @rawan5,

Thanks for getting in touch, and welcome to the Roku Community!

Let's see if this troubleshooting works for you.

• Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
• Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
• Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

Or let us know if this troubleshooting has been done already.

Thanks,

Rey

[Royj]

I am having a similar issue with th Max app on my new Roku Ultra. The Max app opened, but I was using the wrong address to sign in. The app closed and kicked me back to the home screen. Now the app will not load; it starts to load then goes back to the home scteen. I have uninstalled/reinstalled the app, restarted the Roku, unplugged the Roku for 20 seconds. I have checked for an app update to. All my other apps are working except for Max. 

[RokuArjiemar · Accepted solution]

Hello! @Royj,

Thank you for posting in the Roku Community!

We appreciate you contacting us regarding Max not working on your Roku device and attempting some troubleshooting steps. We are happy to assist.

We're sorry you are having issues with the Max channel. After we've gone through troubleshooting steps and confirmed that your Roku device is up to date and all other channels are usually working, we'll need to get you in touch with the channel publisher directly for further assistance. Please contact them directly to follow up and let them know what troubleshooting you've already attempted with us. 

You can reach them at the Max help center.

Feel free to review our recommended steps for resolving channel-related playback issues here: How to resolve a channel playback issue.

Thanks,
Arjiemar