Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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trink56
Level 7

HBO Max kicking out to home screen -- Roku 3900x (Express?)

HBO Max kicks us out to the home screen when we try to stream. Worse for movies (many of which will not play at all) than for TV shows (many of which will play after 4-6 tries)

We have a model 3900x, which we believe is an Express.

We also subscribe to Prime, NetFlix, Hulu and locast regularly and Disney or Peacock sometimes -- not an issue with them.

We have tried, ad-nauseam, performing a system restart, or system update on the player as well as logging in and out. With a one year subscription, we can not uninstall and reinstall channel. Contacting the channel's service provider is useless.

 

Will appreciate ideas (and would not flinch at upgrading the device if it would help.

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2 REPLIES 2\
DBDukes
Community Streaming Expert

Re: HBO Max kicking out to home screen -- Roku 3900x (Express?)

@trink56 

It seems you have subscribed to HBO Max through Roku, rather than directly. This is one of the drawbacks of using that method to subscribe. Sometimes, issues that can often be resolved by removing and reinstalling the app can't be handled that way.

I'm uncertain if canceling (it'll still remain active through the end of the already-paid subscription) will allow you to remove the app. You may want to try that.

Or, and I don't normally recommend this, but you may be at that point, do a factory reset of the device. That will effectively remove and reinstall the app, but it will do that for all the apps. Essentially, you'll be setting up the Roku from scratch.

The model 3900 Express was discontinued two years ago, but is still a supported device and should work. This last resort may be where you need to go.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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trink56
Level 7

Re: HBO Max kicking out to home screen -- Roku 3900x (Express?)

Thanks for the reply. We decided to buy a new Roku Ultra, and so far, the problem is no longer happening. We hope this has permanently solved the issue. 

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