Solving playback issues

[RJS5877]

I have a Roku Express which I use to watch HBOMax.  Last friday 4/30 i noticed this new development where the "normal' picture would zoom in and reorient the viewing area so that people are cut off on the edges of the screen.  Sometimes you can see it do this in slow motion (like a camera zooming in) and sometimes it just cuts to the zoom in setting.  So far it only seems to do this on "new" or current HBO shows.  If I go to HBO Max on my PC and play the show in question (into my TV), it plays correctly.  This would seem to indicate that it is a problem with Express and not HBO.  Do I need to replace the Express?  Any ideas?

[RokuDanny-R]

@RJS5877

Thanks for the post.

We would be happy to look into the issue further for you.

can you please provide us 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 be 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

Once we have this information we will be able to pass it along to the appropriate team to investigate further.

Thanks,
Danny