Solving playback issues

[RokuTakashi]

Hi, Community users.

Thanks for keeping us posted regarding the issue you've encountered with the MAX app.

If the troubleshooting provided above this thread did not work, we'd like to gather further details for our team to review this issue. Kindly provide the information below:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (This can be found by selecting the channel on the Home screen and pressing the * button).
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• A photo or video clip referring to the issue,

Once we have this information, our team will be able to investigate.

We hope for your response regarding this matter.

Best wishes,
Kash

[MutterErde]

Just sent this information via email. 

Pressing the Home button 5x takes me to the Home Screen and pressing the Back button 5x does nothing. It remains on the Home Screen. There is no “Tracker ID” given to provide you with. 

[Alec4]

Tracker ID: The Provided steps don't seem to do anything. I've attempted multiple times.

Roku Information: TCL Model = 65S421, Serial = YN00YE018307, Device ID = J798CY018307, Software Version = 13.1.4 * build 1510-30

Channel Information: "Max", Version 57.8 * build 1

[RokuTakashi]

Hi, @MutterErde 

Thanks for the post.

You can send the information in this thread, or you can send it via Private Message here in the Roku Community. 

To send a PM, select and proceed with a user's page by tapping in the avatar. Then, there will be a "Send this user a Private Message" icon on the profile page.

Best wishes,
Kash

[MutterErde]

TCL Model 55S403

Serial Number YN00Y9875689

Device ID 9T681Y875689

Software Version 13.1.4 build 1510-30

The problem is with Max

Version 57.8.1(4.8.1)

Build 2

Pressing the home button five times takes me to the Home Screen.

Pressing the back button five times leaves me on the Home Screen. There is no ID to provide you with.

I am not able to attach a video clip here, only a photo. 

I have sent all of this info to Max this morning as well. 

[RokuEmmanuel-D]

Thanks for the post, @MutterErde.

We see that you're also encountering this issue with Max's zoomed display. Rest assured that we've already passed this along to the appropriate Roku Team for review and investigation. 

Our Roku support team is now actively working to resolve this, and we'll update this thread once a resolution has been provided. 

Let us know if you need more help; we'll gladly assist. 

All the best,
Emman

[razucc]

This is actually absurd. I've been having the same problem for months. How is there no accountability for this??? We're paying HBO and I've paid Roku for my TV. Is it too much to ask the ratio to be correct? Clearly it's a problem for multiple users. SORT IT!

[RokuTakashi]

Hi, @razucc 

Thanks for posting, and welcome to the Roku Community.

We understand your frustration regarding this issue, and our team is ware of the issue. 

In the meantime, we'd like to gather with further details regarding the issue. Can you please provide the information below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Image of the Zoomed In display when streaming.

Furthermore, you can perform the troubleshooting steps indicated in this support article: How to resolve a channel playback issue | Official Roku Support

We hope for your response regarding this matter.

Best wishes,
Kash

[BeardedDemon666]

I'm having this exact same issue. I subscribed and got HBO Max for free for one month. I also have it on my phone. I feel like if you watch it on your phone then come home and watch it on the TV it does this more often.

However I cannot even delete the HBO Max app from my list of apps on my tv! I think it has something to do with Roku also because I never downloaded the HBO Max app. However, when I got the free subscription I went back to my home screen to download the app and it was already there.

I would like to delete the app and try that but I can't! I've done all the other steps and nothing works so I think it's an issue between the Roku app market and HBO Max. I have an older 2018 55 in Hisense Roku TV.

[MutterErde]

I’ve reported this issue to Max - have you? I’ll be canceling my subscription if they don’t fix it soon. It’s too much of a hassle and I’m tired of paying for something I can’t use.