Solving playback issues

[Misapants]

WHHHYYYYYYY IS THIS STILL A FCKN ISSUE JFC WTF

[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.

[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.

[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.