Solving playback issues

[Angievtoac]

It's not fixed yet, keeps happening to me.

[Angievtoac]

It keeps happening...

[RokuMary-F]

Hi @Angievtoac,

Thanks for posting in the Roku Community!

Have you tried the solution that was previously posted? Could you please verify if you getting any error messages/codes when you are trying to access HBO Max?

As a first step, try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote, and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more.

Let us know if there's any difference after.

Regards,
Mary

[Jeffrey1959]

The ONLY solution list is one that is not possible. If HBOMax is subscribed through ROKU, then the menu option to Remove Channel does not exist.
Kindly provide us with a REAL solution please.

[StreamerUser]

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@Jeffrey1959 wrote:

The ONLY solution list is one that is not possible. If HBOMax is subscribed through ROKU, then the menu option to Remove Channel does not exist.
Kindly provide us with a REAL solution please.

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You can cancel your subscription (you'll still have the remainder of your time) and then reinstall, then re-subscribe (I recommend doing it directly from HBO Max):

1)  Cancel subscription:  https://my.roku.com/account/subscriptions

2)  Reinstall HBO Max:

     1) Remove the HBO Max app (Highlight the app, press the Options (*) button on the remote, then Remove)

    2) RESTART the Roku (Settings/System/System restart/Restart) <-- MUST DO THIS HERE!!!

    3) Re-install the HBO Max app

(If you dont restart after removal, settings/cached data associated with the app are left behind and it wont be a clean re-install)

3) Resubscribe to HBO Max

[llroberts]

I am getting this message on my Roku TV.  It works just fine on my other tv that has the Roku Ultra.  I also cannot remove the channel because I subscribed to it with Roku pay.  The only option I have is to cancel my subscription and I don't really want to do that.

[makaiguy]

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@llroberts wrote:

The only option I have is to cancel my subscription and I don't really want to do that.

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When you cancel, that just stops it from automatically renewing when your pre-paid subscription period expires.  You'll still have use of the app until that expiration occurs.  You can always re-subscribe later if you wish.

When resubscribing, if you wish to make channel maintenance issues like this easier to deal with, I'd suggest re-subscribing directly with HBO Max instead of through Roku.

[SWBump]

An unknown problem occurred. Please contact your TV provider. 

My ROKU is up to date on the software, HBOmax is up to date....

Scott

[yinc]

This is still not working.

HBO just came off of Prime and I was asked start a subscription through Roku when I tried to start the channel. The app opens without a problem and lets me see the selections and descriptions. When I try to play an item, it throws the error: "Close HBO Max An unknown problem occurred. Please contact your TV provider."

I have tried to cancel the subscription in order to uninstall and reinstall the channel. Even though Roku says, with the cancelled subscription, you have access until [renewal date], the channel throws the unknown problem error when you try to open it. When I restarted the subscription, the channel lets me in but then throws the error when I try to play an item.

[yinc]

Update: I followed the instructions on HBO's page: log in with Roku and found out that, with my HBO Max channel open, in the main profile, I had to sign out of HBO Max with the email I used with Prime, then it was able to detect that I had a Roku-billed account. THEN, I had to create a NEW HBO account with a DIFFERENT email from the one I had used with my Prime account.

Now it works. This is ridiculous. Even doing a factory reset on my Roku TV didn't resolve it.