Solving playback issues

[Schrader451]

max app on Roku pro series TV crashes back to Home Screen as soon as content starts playing. Contacted max, did everything they said, went through all of the Roku steps right down to factory reset. (Wish I could find reset button on TV) but reset back to factory from software menu. Nothing helps. 
I guess it is a fatal flaw? It was working well for over a month.

[RokuRiamie-D]

Hi @Schrader451,

Welcome to the Roku Community!

We noticed in your post that you're having trouble with the Max channel that crashes back to the Roku Home screen. We'd like to investigate the issue further.

We would like to know the details below:

• Tracker ID (press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Roku device model, serial number, device ID, and OS version.
• Channel version (highlight the channel and press the star (*) button of your Roku remote)
• Troubleshooting steps taken

Please keep us posted. Thanks

The Roku Community Team!

[Schrader451]

Model: M301X - Roku TV

Serial number: X03100JNS9TD (S124S47NS9TD)

Software Version: 14.0.4 Build 12225-H1

GC version: 12.9.26

Timestamp: 2025-01-16T 15:07:03Z

ID- TD-022-507

[RokuRiamie-D]

Thank you, @Schrader451, for providing your device details precisely.

We have forwarded it to our Roku appropriate team for review and we'll update you once we have further information about the issue.

Thank you for your cooperation and patience.

The Roku Community Team.

[waresoft2]

I have a Roku TV and a Roku Ultra.  The Max app crashes on both whenever trying to watch any movie or show.  The crash happens less than a minute after starting the show.

I also have 2 Samsung Smart TV'S.   It works fine on them.   All on the same network.

This problem only started yesterday.

[RokuRiamie-D]

Hi @waresoft2,

Welcome to the Roku Community!

Thanks for letting us know that the Max channel crashes when you watch content. We would like to take a closer look at this issue.

Please provide us with the following:

• Do the crashes return you to the Roku Home screen?
• What troubleshooting steps have you taken?
• Have you tried playing other channels to see if the issue persists?

Please keep us posted.

Thank you!

The Roku Community Team

[waresoft2]

Yes the crashes return me to the home screen with no errors.

I have rebooted my device.  I've tried the remote combination that basically clears caches or something. 

I've removed the app, rebooted.  Reinstall app.  

I have not factory reset.  I'm not going to.  It's one misbehaving app.

All other channels/apps work great on ALL of my Roku devices.  Just not the Max app. 

[RokuRiamie-D]

Thanks for your response @waresoft2.

We would like to coordinate this with our Roku team. Please provide us with the details that we have mentioned on this page.

We look forward to your update.

Cheers,
The Roku Community Team

[waresoft2]

Huh?

I provided you with what you asked in the previous post.

[carolmarc10]

This is happening to mine how do I fix this.