Solving playback issues

[Schrader451]

I posted something that worked for me. Change the advertising options to not targeted ads. I posted last week. Worked for a couple of us but not for another.

it is frustrating.

[RokuRiamie-D]

Hi @filmjewel,

Thanks for letting us know that your Max channel crashes after playing during streaming. We are here to assist you with this issue.

Before we proceed, we would like to clarify if the crashes you mentioned during streaming on the Max channel will lead to a return to the Roku Home screen.

If so, please provide us with the following:

• 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 (highlight the channel and press the star (*) button of your Roku remote)

We will wait for your update.

Cheers,
The Roku Community Team

[waresoft2]

Just disable ad personalization. Reboot.  Fixes it. 

[filmjewel]

Thank you! 

Model	3941RW2 - Roku Express 4K+
Serial number	XO22009H2XAL
Software version	14.1
Device ID	SOHCK34H2XAL
Build Version	Version 58.4
Tracker ID	AL-034-070

[RokuRiamie-D]

Hi @filmjewel,

Thanks for your response!

We appreciate you for providing your Roku device information. Rest assured, we have forwarded this to our Roku team for review. We will update you once we have additional information about this matter.

Thank you for your cooperation.

Cheers,
The Roku Community Team

[bex777]

MAX is kicking me out after I play anything and takes me back to the home page. I have done all of the troubleshooting advised and nothing is helping. Can someone call me??? Also, I spoke with customer support from MAX and it isn’t them. The issue is with Roku. Please assist.

[RokuRiamie-D]

Hi @bex777,

Welcome to the Roku Community!

Thanks for letting us know about the issue you are experiencing with the Max channel. We would like to coordinate this with our Roku team.

Please provide us with the information that we have posted on this page so that we can investigate the issue further. Thank you!

Cheers,
The Roku Community Team

[Fatmishu]

I am having the same problem, what do I do?

[RokuEmmanuel-D]

Thanks for chiming in here in the Roku Community, @Fatmishu!

We totally understand how this issue is causing an inconvenience to your streaming, and we want to take a closer look at your concern. 

To get this sorted out quickly, could you also provide the information requested above this thread so we can have a better look at your device details, and pass it along to the team for investigation?

Please get back to us soon. 

Best,
The Roku Community Team