Solving playback issues

[Lemmlemm]

Hello,

I am sharing the same issue that NugBump and others are reporting. I have a TCL Roku TV. Sometimes when I use the Max App, the streaming is zoomed into the top left of the show (the bottom and right parts of the screen are cut/cropped off substantially). It is not a playback issue where the title can’t play, it is certainly some other bug specific to the Max App for Roku. It does not occurr for any other streaming apps. 

I have tried removing the Max App and reinstalling it, multiple times. I have tried restarting the Roku system, multiple times. When I do this, they may fix the issue temporarily (ie for one episode), but when the show autoplays to the next episode the “cropping” issue emerges again. It means I have to restart my tv and/or reinstall the Max app between each episode I’m streaming. It’s super inconvenient, and well documented by others on the thread. PLEASE listen to them and fix it.

[CZwatches]

I have a 2020 model Roku TV and the backing out of the show/movie and then hitting resume works for me. However, I ALWAYS have this issue, whenever watching Max. It happens every.single.time. The backing out and then resuming always works, so I just do it innately now, each time I watch something on Max. I’ve tried emptying the Max cache, checking Max app for updates, resetting the tv, resetting the router, and everything else under the sun, but nothing has permanently fixed this issue. 

[NugBump]

Gosh that sucks it happens every time.  It doesn’t happen every time for me but the backing out and resuming  thing doesn’t work, it just takes time.  Usually hours later.  I have the TCL 2018 Roku TV.  I love it. The MAX zoom issue is the only problem.  Before that it was  HBO MAX and before that it was the HBO GO.  Never any peace with HBO and this Roku TV. 

[Misapants]

WHHHYYYYYYY IS THIS STILL A FCKN ISSUE JFC WTF

[Lemmlemm]

I’ve removed and reinstalled it and it does not fix the issue. And Roku can definitely communicate with Max about this- they’re best postured to raise it with them. 

[greboguru]

I'm experiencing this issue too, on my JVC Roku TV. I see it's been a problem for more than six months. C'mon Roku, please fix this.

[Cherylvrn1]

I’m having the same issues with MAX. I would love to know if anyone solves it.

[RokuTakashi · Accepted solution]

Hi, @Cherylvrn1 

Welcome to the Roku Community.

We understand the issue you are having with the MAX channel which has a zoomed-in display when streaming, and we're here to help. Kindly follow the instructions below as this troubleshooting step will resolve the issue.

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

We hope this works, and let us know if you have further concerns or inquries.

Best wishes,
Kash

[Lemmlemm]

As mentioned in the OP, while removing the app and reinstalling may solve it for one episode, the problem starts up again after 1-2 episodes of streaming. I cannot stress enough that there is a bug in the Max for Roku app, and not a one-off error that can be fixed by removing and reinstalling the app. 

[Alec4]

Will this issue be fixed soon? The above steps are not a solution.