We appreciate your patience regarding this matter. I understand that you are still receiving the "An unknown error has occurred. Please contact TV provider" error message with HBO Max.
Just to clarify, have you follow the playback troubleshooting steps accordingly, by restarting the device after removing the channel and before adding back? If yes, can you please provide us the following information:
-Roku device model
-software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing
With more information, we will be able to assist you further.
I’m still having the issue that’s being reported. The app just won’t play. It freezes up then kicks me to the Home Screen. My workaround has been to air play through my phone but it’s considerably less convenient. Please fix the bug!!
I've been using the HBOmax app for about six to eight weeks, when I finally found it available for my TCL Roku Smart TV.
Recently it's taking minutes not seconds to load the home screen. Then sometimes when I play a program, it dumps out to the program page. But today, while trying to load and watch In The Heights?
I can sign in, choose my profile from our account, the film is up top on the home screen. I push the arrow and the film starts to load and about 2 seconds in the app dumps me out to the TCL Home screen.
I've checked, the tv and the app are both up to date.
This is the last in a long line of problems with this app and my TV.
Is there some tech issue between TCL Roku smart TVs and the current version of the HBOmax app which I should be aware of?
TCL Roku TV 5121X
TCL Model: 40FS3750
Serial Number: 2N0020076233
Software version: 10.0.0 build 4195-08
My internet provider: Xfinity from Clark County, Washington, USA