Solving playback issues

[kkuenne]

Over the past week, Max has begun freezing repeatedly during playback;  the picture will freeze, but the sound will keep running.  I'll then exit the current program, return, start again, and it might run smoothly for 5 minutes if I'm lucky, but then it will start freezing again with the audio running.  Max is the only channel that has this problem, the others are streaming fine, without interruption.  I've tried every potential solution suggested:  restarting my Roku 3, updating its software, updating Max, restarting my modem, checking the connection (the Roku 3 labels the signal "excellent")...nothing helps.  Max was working fine until the past week.  How do I solve this?  

[RokuJohnB]

Hey @kkuenne,

Welcome, and thanks for the post.

If the issue persists on one channel after attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the problem and get help. The channel developers themselves maintain channels on Roku. In this case, an issue within that specific channel likely needs to be addressed with an update from them.

Please keep us posted if there's anything else that we can do to assist you.

Cheers,
The Roku Community Team

[Iconocaust]

I've been having the exact same problem. I've updated everything and restarted everything and tried all troubleshooting. Internet is VERY fast. Only happens to MAX.

[RokuJohnB]

Hey @Iconocaust,

Thanks for keeping us posted.

We appreciate the troubleshooting steps that you have taken so far. Max is supported on your Roku streaming player or TV system if it runs Roku OS 11 and higher. To find this information, go to the Home screen and select Settings > System > About. Your Roku device checks for an update every 24 to 36 hours or you can manually check for a software update if necessary.

If your older-generation Roku device does not support Roku OS 11 and you want to watch Max, visit the Roku product pages and find a new Roku streaming device that best fits your needs.

We hope this helps.

Cheers,
The Roku Community Team

[shockd]

I'm having the same problem. Internet is fine, other devices are fine. I've factory reset the roku 3 and the problem persists, just with Max. I also tried removing the sd card I'd put in the roku, no change. 

[shockd]

This started around the same timeframe the original poster mentioned (about a week ago). 

[RokuTakashi]

Hi, @shockd 

Welcome!

I understand the issue you've experienced with the Max app on Roku. I'd like to gather additional details so our team can investigate.

Share us with the details 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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

Keep us posted.

Thanks,
Roku Community Team

[OceanMountains]

I was having exactly the same problem on Max with my Roku 3. I got it to run smoothly again without the visual freezes when I went to my Roku's settings and set it to play at 720p. It's not ideal, of course, but now I can watch Max. I'll trying turning it back to the default of 1080p after some time to see if HBO fixed the app.

[echidna]

I talked to Max support last week and was given these instructions to get a Tracker ID. Unfortunately the keypress instructions didn't work, and just put me back on the home screen.

However, yesterday I tried playing a Max show and the freezing problem (which was starting three or four minutes into the show) didn't appear.

So maybe it's fixed now? The version of the Max app is the same, but perhaps it was fixed on Roku's end. Can anyone confirm?

[RokuJohnB]

Hey @OceanMountains @echidna,

Thanks for sharing the details.

We will be glad to investigate this problem further. Can you please provide the following information that @RokuTakashi provided above?

With detailed information, we will be able to assist you further.

Thanks,
Roku Community Team