Solving playback issues

[Kbarona89]

Roku device model: 3920X Roku Premiere

Serial number: YH009W102378

Device ID: K420D9102378

Software OS/version: 11.0.0 - Build 5003-91

Happens ONLY on HBOMAX Version 52.20 - Build 11

Timestamp: 2022-04-27T09:46:28Z

Tracker ID: 78-167-626

Have tried several restarts and reinstalls. Continues to happen past the reported "fixed" date.

[RokuMary-F]

Hi @Kbarona89,

Thanks for posting in the Roku Community and thanks for providing information.

If this issue is not resolved, please let us know along with any additional information you may have that would be helpful for our team in further investigating this problem. If you see something different, can you please let us know what you are seeing? Can you provide a screenshot of the issue you are experiencing?

Have you tried getting the latest HBO Max channel version by checking for a channel update using your * button on the channel tile, or going to Settings for a System Update there? Then, restart your player.

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[thehouseofho]

Having the same issue with HBO Max. Attempt to start playing a show, 3 revolving dots at bottom, about 10 second later receive a popup saying something caused the app to close, then returns to home screen after hitting the close button.

TCL Roku TV 

Software version - 10.5.0

Build 4210

HBO Max version - 52.20 build 11

[Gergkabob]

I was having the “three dots issue,” so I tried the logout and login method to fix.  No luck.  I uninstalled the HBO Max application.  Now, I can’t even get the app to install.  

I have a TCL 6 series Roku TV with the latest Roku OS.  Please advise

[RokuMary-F]

Hi @thehouseofho @Gergkabob,

Thanks for reaching out to the Roku community!

If you are still experiencing issues with HBO Max that is showing 3 dots when accessing the channel, please provide us with the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (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)
-steps to reproduce the issue you are seeing
With more information, we will be able to assist you further.


Best regards,
Mary

[Gergkabob]

Hi @RokuMary-F ,

I factory reset my TCL Roku TV, and HBO MAX is working now. 

FYI I have 

Roku TV     A114X
TCL Model     65R635
Software Version 10.5.0 Build 4210-88
Device ID S05FY07MR0TH

HBO Max version 52.20 Build 11

I had tried updating the TV software and uninstalling and reinstalling HBO Max.  I already had the latest TV software, and when I uninstalled HBO Max, I was unable to reinstall it prior to the system reset.

Cheers!

[RokuMary-F]

Hi @Gergkabob,

Thanks for the update!

We're glad to know it's working now! Happy Streaming!

If you have any other questions or concerns, please let us know.


Best regards,
Mary

[kclarke1]

Same issue. Have tried reinstalling channel as well as restarting the Roku. Hits the HBO logo, 3 dots, and crashes to the home screen.

C164X - Roku TV

X00000FD3U9V

11.0.0 Build 4193-93

2022-05-20T20:12:39Z

9V-201-372

[RokuKariza-D]

Hey @kclarke1

I hope you're doing well.

Did you restart your Roku device before re-installing HBO Max? That step is crucial when performing the troubleshooting. If you haven't tried the suggested order (remove > restart > reinstall), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

Keep us posted!

All the best,
Kariza

[kclarke1]

Tried that again today and it now works.