Solving playback issues

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Newbie

Re: Max app crashing when going to commercial

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I called Max and they are aware of the issue. They gave me 7 days of ad-free so I can watch in the meantime. Call (855) 442-6629.

RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Max app crashing when going to commercial

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Hi Community Users!

Thanks for flagging this issue directly to us. We are aware that you're experiencing an issue with Max that's crashing after going to the commercial, and we'd like to dig deeper into this. 

To help us in the investigation, please provide the requested information below.

  • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
  • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

We are eager to get this sorted out quickly, and your cooperation is all we need. Please get back to us. 

Thanks,
The Roku Community Team

Emmanuel-D.
Roku Community Moderator
Conman241
Newbie

Re: Max app crashing when going to commercial

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Model 32S3750

Har ID 5120X

 SN 2N00A5641368

Soft ver 14.0

Dev ID 5MK57A641368

CarlFA
Newbie

Re: Max app crashing when going to commercial

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Model 4400X - roku 4
Serial yy006R603345
DeviID ce 4U9646603345

version 11.5.0 build 4312-17

timestamp 2024-12-11T21:49:22Z

ID 45-498-109

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Max app crashing when going to commercial

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Hi, @CarlFA and @Conman241.

Thanks for sharing your device details with us. Rest assured that we'll forward this to the appropriate team for further review. 

Please feel free to let us know if there's anything else we can do to help you. Your patience is much appreciated as we work towards a resolution. 

Cheers,
Emman

Emmanuel-D.
Roku Community Moderator
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MN50
Reel Rookie

Re: Max app crashing when going to commercial

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Thanks! I called and they did the same for me

Acethewiz
Newbie

Re: Max app crashing when going to commercial

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Yes call the max number for customer support. Development team knows there is an issue and are still investigating it. They are offering 7 day Max Ad free for free (what u already pay or paid for subscription). I have the bundled service with Max and still get Max ad free for 7 days. So doesn't matter u have a stand alone serve or a bundled service as long Max is included. 

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lin8289
Newbie

Re: Max app crashing when going to commercial

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Device Model:  40H4030

Hardware ID:  8217X

Serial #:  YK0078386576

Device ID:  PYW9C7386576

Software Version:  14.0

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LTIdaho
Newbie

Re: Max app crashing when going to commercial

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Model. 3820R2 - streaming stick 4K

serial# X02500U6LJ89

software 14.0.4 build 12230-E6

device id: S0J73376LJ89

Version 58.2  build 0

GC VERSION 12.8.17

timestamp 2024-12-12T04:07:22Z

ISSUE 89-498-487

 

 

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Re: Max app crashing when going to commercial

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It's always the Dune Prophecy series ad before the show we want to watch (Carnivale) that crashes Max.  So far we can get any other show to play but Carnivale will get us the Dune ad and crash more than 90% of the time.  It's been happening for last day or two.

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