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RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
3 years ago

Max channel stuck on splash screen

Hi Community users,

We are aware of an issue impacting customers with the Max channel getting stuck on the splash screen.

Max splash screen

If you are seeing this issue occur, we would recommend trying again at a later time as well as taking the following troubleshooting steps:

  1. Check for a system update through Settings > System > Software update
  2. Restart your Roku device through Settings > System > Power > System restart

If you are still experiencing an issue with getting stuck on the Max channel, we would be more than happy to investigate further, but we will need further details. Can you please provide us the following information:

  • Roku device model, serial number, device ID, and 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 and provide us with this ID)

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

We look forward to working with you to help resolve this issue.


Thanks,
Danny

22 Replies

Replies have been turned off for this discussion
  • CJM277's avatar
    CJM277
    Newbie
    3 years ago

    There is no option to upgrade from HBOMAX or an option to Sign in at all anywhere. I click on the old HBO Max app and it takes me to a MAX screen with info only. No option to install, upgrade or sign in. 

    I have been able to transition flawlessly on my Samsung Smart TV in the living room and on my Samsung Note 20 Ultra G with ZERO issues. On Roku.... not so much

     

     

    • kirala's avatar
      kirala
      Channel Surfer
      3 years ago

      Try uninstalling HBO Max and then searching for the new app. Once you click on the new app it will load, but then the problem becomes that there is no keyboard shown for sign-in!

      I was able to get the app, load it and get to the sign-in screen, where it says "sign in with remote" but gives no keyboard to do so!

      • kirala's avatar
        kirala
        Channel Surfer
        3 years ago

        The "no keyboard" glitch on the sign-in screen has now been fixed!

    • Etienne1's avatar
      Etienne1
      Binge Watcher
      3 years ago

      CALL MAX helpline at 855-442-6629.  Got me set up immediately after hours of frustration.

  • Etienne1's avatar
    Etienne1
    Binge Watcher
    3 years ago

    I've done everything that I can find on this thread and I STILL cannot sign into MAX on my ROKU.  It's been an hour and a half.  I have restarted, updated and everything else and nothing.  This is beyond frustrating.   Please fix this issue.

  • as007's avatar
    as007
    Newbie
    3 years ago

    Hi: No luck with upgrade/restart. Here is my info:

    • Roku device model - 4000X - ROKU ULTRA
    • Serial number - X01000EVWE11
    • Device ID - S02A216VWE11
    • Software OS/version - 12.0.0 BILD 4184-C2
    • this issue occurs on  - HBO MAX, version/build 54.1 Build 1
    • GC Version 9.3.516
    • Tracker ID 11-247-728 (time stamp 3023-06-22T00:48:31Z
    • Etienne1's avatar
      Etienne1
      Binge Watcher
      3 years ago

      Hi:  I just keep trying to post the MAX helpline for people.  They got me onto MAX very quickly when I couldn't get the switch over.  Please call 855-442-6629.  Good luck.

      • as007's avatar
        as007
        Newbie
        3 years ago

        call Max helpline - very nice support - but could not resolve problem.  Referred me back to Roku.🙄

  • Tavo_CR_69's avatar
    Tavo_CR_69
    Newbie
    3 years ago

    Not work for me.

    I can´t access HBO MAX, yet.

    Modelo 3930X-Roku Express
    Número de serie X0040043N1A9
    Versión de software 12.0.0 • compilación4184-AE
    ID del dispositivo
    S0082043N1A9
    Dirección IP 192.168.0.171
    Dirección MAC inalámbrica
    8C:49:62:AB:A5:2E

  • Etienne1's avatar
    Etienne1
    Binge Watcher
    3 years ago

    There is an HBO MAX phone number you can call and they will set you up in minutes.  I had the same problem of not being able to sing in through provider.  Please call 855-442-6629.

  • javivazmn's avatar
    javivazmn
    Newbie
    3 years ago

    Didnt work for me.

    I can´t access HBO MAX, I've done every solutions mentioned in this comunity and no one fix my roku problem

    Modelo 3930MX-Roku Express
    Número de serie X00400UPCS1C
    Versión de software 12.0.0 • compilación4184-AE
    ID del dispositivo
    S01312PCS1C
    Dirección IP 192.168.100.10
    Dirección MAC inalámbrica
    10:59:32:B1:9D:10

  • Andrius_pk's avatar
    Andrius_pk
    Reel Rookie
    2 years ago

    Seguimiento de informes de incidencias

    Modelo: 3920X - Roku Premiere

    Número de serie: YH00CF269076 (K4216C269076)

    Versión de software: 12.0.0 compilación4184-91

    Versión GC: 9.5.25

    Marca de tiempo: 2023-07-30T23:21:38Z 

    ID de la incidencia 76-303-801

     

    Tengo exactamente el mismo problema y ninguna de las soluciones funciona. Además de que se pierde tiempo intentando resolver un problema que no es nuestro.

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi Andrius_pk,

    Thanks for posting here in the Roku Community!

    Please be advised that we only support the English language here in the Roku Community, and we had to use a translator to understand your inquiry.

    We would be more than glad to assist you regarding your concern. Could you please tell us more about the issue you're running into? Is this issue happening specifically with the MAX channel, or are other channels affected? Also, what troubleshooting steps have you taken to resolve the issue?

    With more detailed information, we'll be able to assist better.

    All the best,
    Kash

    • Andrius_pk's avatar
      Andrius_pk
      Reel Rookie
      2 years ago

      Thank you RokuTakashi 

      An apology for writing in my first language, thanks for reminding me the main language of the forum. Now, I followed the following steps that you already described in the first post: 

      1. Check for a system update through Settings > System > Software update.
      2. Restart your Roku device through Settings > System > Power > System restart.

      I have installed and uninstalled the HBO Max channel on my ROKU Premiere device but it hasn't worked, as I always keep getting stuck at the screen suggesting me to upgrade the channel to MAX (blue icon). 

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi Andrius_pk,

        Thanks for the update!

        We really do appreciate the troubleshooting steps taken for this.

        We would recommend reinstalling the app and making sure to restart the device before adding it back.

        To make sure the process is successful, please follow the guided steps below:

        • Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
        • Restart your Roku device: Restart the device from the settings menu. Go to Settings > System > System Restart > Restart.
        • Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.

        Let us know if this works for you!

        Thanks,

        Rey

  • jontalk's avatar
    jontalk
    Roku Guru
    2 years ago

    Danny

    While I don't experience this issue on my 4800R, I notice severe audio volume issues with this app. My AVR is 100w/channel and when viewing content on Max I have to crank the volume to almost 50% to get a decent listening volume. Compared to Tubi or Prime, its ridiculous. I also find the lag annoying and its obvious HBO failed to correct it from the previous app iteration. Thanks