Solving playback issues

[612keystone]

A couple days ago,  Max app started to lag. I've checked the connection and it seems to be OK. I've made sure that my roku and the app are both updated and I've tried resetting my roku  but the problem continues. I'd like to try uninstalling the app and reinstalling it but I can't figure out how to do this. When I click the star button, I don't have an uninstall option for Max. I've tried turning off the subscription renewal to see if that would trigger the uninstall button to appear but that didn't work. 

How can I uninstall Max?

[Rrs0426]

This has been happening since max first came online and it recently has become worse. It doesn't happen on any other Rolu channel.

[RokuJohnB]

Hey @felix4567 @Rrs0426,

Welcome, and thanks for keeping us posted!

We want to investigate this problem you had with the Max channel further. Can you please provide the following information?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (Press the Home button five times, followed by the Back button five times)
• App build version (Highlight the app from the Home Screen and press the Star * Button)
• What troubleshooting steps have you taken so far?

We look forward to hearing from you soon.

Thanks,
The Roku Community Team

[makaiguy]

@612keystone-

If this channel is one for which you have a paid subscription through Roku, there will be a "Manage subscription" option instead of a "Remove channel" option. You can click this and follow the prompts to cancel your subscription and prevent any more payments, but your subscription and channel access will continue until your subscription period runs out. Due to a programming decision by Roku, you will not be able to remove the channel app via the Roku interface until the subscription period runs out.

Instead, try removing the channel via the official Roku remote app on an Android/iOS phone/tablet.

At the bottom of the app's Home screen, click "Devices" and connect to one of them if not connected already. Click on "Search" at the bottom of the page and locate your channel. Click AND HOLD for a few seconds on the channel to be presented with options to Launch the channel on your Roku, or to Remove the channel. (A quick click will instead bring up the remote control functions.)

This will remove the channel from your Roku account and allow you to reinstall it in the hope of fixing your current problem, but it will NOT cancel the paid subscription to that channel if there is one.

[tacoopera]

I have this same issue on the Max app version (58.10 build 0). It's essentially unusable until Max fixes this bug, so I have to stream from my phone app instead.

[RichRob]

Last few days can not watch Max on 4k Roku stick, too much buffering. Tried uninstalling etc and reinstalling etc. but same problem.  Prefer using the Roku instead of using the Roku for Netflix, Hulu and Prime and having to use the TV remote just for Max.  Like the shows we watch on Max but about to just say the heck with Max. Roku and Max need to fix the bugs.

[MadIrishman]

MAX on my Roku is doing the same thing.  This is the only app that causes issues on my Roku.  I can’t watch a program because the picture constantly freezes, but the sound keeps going.  It is infuriating.

[Taos_Tube]

Me too.  Max is unwatchable!

We need a remedy!!

[RokuTakashi]

Hi, @Taos_Tube 

Welcome!

I understand your concern regarding the Max app, and our team is here to help.

I'd like to gather the information requested by @RokuJohnB above this thread. Once we gather this information, our team can progress with an investigation.

Keep us posted.

Thanks,
Roku Community Team

[Sunset1]

We’re having the same issue. How do we fix this problem that just appeared four days ago after working perfectly fine?