Solving playback issues

[MicMac801]

I’m having a similar issue. On my TCL Roku TV … the Max app won’t let me delete it. I’ve tried to update, but it says it is already updated. When I do an App search I do see a separate Max for Roku option. When I try to load that, it says I’m already using a Max app. I’m in a loop that I can’t solve.

[RokuEmmanuel-D]

Thanks for chiming in, @MicMac801.

We appreciate you reaching out to us about the issue you have also experienced with the Max channel, and we'd like to investigate further. 

To help us with the review, please provide the following information.

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

Please get back to us soon!

The Roku Community Team

[MicMac801]

Model: 65R648

Serial #: X00600L0S49G

Software: 13.1.4 build 1514-AH

Tracker ID: 9G-067-845

Channel Version: 58.7 build 1

[RokuEmmanuel-D]

Thanks for getting back here @MicMac801!

Your cooperation is highly appreciated! Since we already have your information, we'll be able to forward it to the team.

In the meantime, could you please try doing a software update to your Roku? Here's a link for more tips. 

Thanks for your understanding as we work towards the resolution. We'll keep you posted!

Stay tuned.

The Roku Community Team

[Fwill]

G133x roku TV

X01200je1l1l s0jnnd2ce1l1l

14.0.4 build 12221 cg

ID 1l 068 272

Version 58.7 build 1

[Fwill]

Same man. Same. 

[Fwill]

This is clearly a common issue on your end. You guys have to do better with regard to solving this so we don't all post the same thread 116338382273737 times. It isn't max if the app works outside your devices and every other channel works. Hbo can't help. You need to do better. 

[makaiguy]

When this channel is one for which you have a premium subscription through Roku, there will be a "Manage subscription" option instead of a "Remove channel" option. You can click this and follow the prompts to prevent further payments, but unless Roku changes its setup you will not be able to remove the channel through the Roku interface until the pre-paid subscription period runs out.

While the subscription is in force you can use the official Roku remote app on an Android/iOS phone/tablet to remove the channel from your account. 

At the bottom of the app's Home screen, click "Devices" and connect to one of them if not connected already.   Again on the bottom of the app's home screen, click on the magnifying glass icon and do a search for the channel.  Click AND HOLD on the channel to be presented with options to Launch the channel on your Roku, or to Remove the channel.  (A quick click will instead bring up the remote control functions.)

Now Restart the Roku to remove all traces of this channel from the Roku's memory cache.

This will remove the channel from your Roku account and allow you to reinstall it in the hope of fixing your current problem, but it will NOT cancel the paid subscription to that channel if there is one.

[MicMac801]

Thank you Makaiguy for those steps. I was able to remove the Max app through my phone. I cleaned the Roku cache and reinstalled Max, but unfortunately no difference with the newly installed Max app as it will not launch.

[RokuEmmanuel-D]

Hey, @Fwill. Thanks for chiming in!

Your contributions are greatly appreciated! We'd be more than happy to forward this over to the team. 

If you need more assistance with anything, just beep us up! We'll keep you updated.

Best,
The Roku Community Team