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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loriw1a
Level 7

HBO Max programs suddenly won’t play

Every time I click on an HBO Max program to play, it pauses for a moment and then returns to HBO main screen. It does not do this on any other streaming channel on my Roku streaming stick. The HBO Max app works on my phone fine so this problem is only with my Roku device, which is only a few months old. Any suggestions?
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4 REPLIES 4\
RokuKariza-D
Roku Employee
Roku Employee

Re: HBO Max programs suddenly won’t play

Hey @loriw1a

Thanks for the post.

In some cases, removing the channel then re-installing it may help. To ensure the process is successful, follow the steps below making sure you restart your Roku device before adding the channel again.

  1. 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.
     
    • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
       
  2. Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System restart > Restart.
     
  3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
     
    • Note: If you are adding a subscription channel billed to your Roku account, you will need to resubscribe.

Let us know this works for you.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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luckylemans
Level 7

Re: HBO Max programs suddenly won’t play

I ma having the same issue.  I have uninstalled and reinstalled the app several times as well as restart the ROKU device with nothing changing.  I am also getting playback errors on Disney + and Peacock.  All other apps I have are working.  I have a Roku Soundbar, FYI.

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HanShotFirst1
Level 7

Re: HBO Max programs suddenly won’t play

Having the same issue with HBOMax, Peacock and a YouTube video that lasts over an hour. Shorter YouTube videos play fine. Other apps seem to work fine. After attempting to load a movie after a few minutes it will shut off and restart the device.

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RokuDanny-R
Roku Employee
Roku Employee

Re: HBO Max programs suddenly won’t play

@luckylemans @HanShotFirst1

Thanks for the posts.

Can you please provide us more specific information about the issue you are experiencing?

1) have you tried removing the channel, restarting the Roku device, then adding the channel back again, in that specific order?

2) what Roku model device are you using? how are you powering the Roku device? is the device plugged into the TV USB port or is it plugged into a wall outlet?

3) what are the steps to reproduce the issue?

With more detailed information we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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