Troubleshoot HBO Max on your TV

If videos are buffering, please see Video loads slow, pauses, or buffers.

Choose the device you're using

Android TV

If the HBO Max app isn't working as expected, try the following steps:

Step 1: Update your software

  1. Make sure you have the latest version of HBO Max. To do this, go to the Play Store, then choose My Apps and look to see if HBO Max is listed under updates (if it is, choose Update).
  2. Make sure you have the latest software updates on your Android TV. To do this, go to Settings > About > System update > Check now.

Step 2: Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

Download an Internet speed test app from the Google Play Store and test your connection speed (or test your download speed on a computer connected to the same network as your Android TV. To do this, open a browser and search for 'Internet speed test').

To stream HD video, you need a high-speed connection with a minimum download speed of 5 Mbps. If videos are buffering, please see Video loads slow, pauses, or buffers.

Step 3: Restart your devices

  1. Unplug the power cord from your Android TV.
  2. Unplug the power from your network devices (modem, router, etc.).
  3. Wait 30 seconds.
  4. Reconnect the power to your modem and wait for it to connect to the Internet (about a minute).
  5. Reconnect the power to your router and wait for it to connect to the Internet.
  6. Plug your Android TV back in.
  7. Open HBO Max and see if the problem is resolved.

Step 4: Clear app cache and data

  1. From the Android TV Home screen, go to Settings > Apps.
  2. Select HBO Max from the list of apps.
  3. Select Clear cache.
  4. Select Clear data.
  5. Open HBO Max, sign in, and see if the problem is resolved.

Step 5: Uninstall and reinstall HBO Max

  1. Go back to Settings > Apps and select HBO Max.
  2. Select Uninstall.
  3. Open the Play Store and search for HBO Max.
  4. Select HBO Max and then select Install.
  5. Open HBO Max and see if the issue is resolved.

For additional help with your Android TV, go to Android TV help.

Apple TV

If the HBO Max app isn't working as expected, try the following steps:

Step 1: Update your software

  1. Make sure you have the latest version of HBO Max. To do this, go to the App Store and search for HBO Max. If there's an app update available, choose Update.
  2. Make sure that your Apple TV software is up to date by navigating to Settings > System > Software Updates > Update Software.

Step 2: Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

Download an Internet speed test app from the Apple App Store and test your connection speed (or test your download speed on a computer connected to the same network as your Apple TV. To do this, open a browser and search for 'Internet speed test').

To stream HD video, you need a high-speed connection with a minimum download speed of 5 Mbps. If videos are buffering, please see Video loads slow, pauses, or buffers.

Step 3: Restart your Apple TV

Restart your Apple TV by navigating to Settings > System > Restart.

Step 4: Delete and reinstall HBO Max

  1. From the Home screen, move the selection to the HBO Max app.
  2. Press and hold the Touch surface for two seconds and then press the Play/Pause button.
  3. Choose Delete.
  4. Open the App Store on your Apple TV.
  5. Find the HBO Max app and choose Install.
  6. Open HBO Max and sign in again.
PlayStation 4

If the HBO Max app isn't working as expected, try the following steps:

Step 1: Update your software

Make sure you have the latest software updates on your PlayStation 4. To do this, go to the Settings menu and choose System Software Update.

Step 2: Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

  • On your PlayStation 4, go to Settings > Network > Internet Connection Test. To stream HD video, you need a high-speed connection with a minimum download speed of 5 Mbps.
  • Check the status of the PlayStation service on the PlayStation status page.

If videos are pausing or buffering, please see Video loads slow, pauses, or buffers.

Step 3: Restart your PlayStation 4

  1. Turn your PlayStation 4 off.
  2. Wait 10 seconds and turn your PlayStation back on.
  3. Reopen HBO Max and see if the issue is resolved.

Step 4: Delete and reinstall HBO Max

  1. From the XMB home menu on your PlayStation, go to TV/Video Services.
  2. Highlight HBO Max and then press the Options button on your controller.
  3. Select Delete.
  4. Reinstall HBO Max (go to the PlayStation Store and download HBO Max).
  5. Open HBO Max and see if the issue is resolved.
Samsung TV

If the HBO Max app isn't working as expected, try the following steps:

Step 1: Update HBO Max

See if there's an app update for HBO Max. Here's how:

  1. Open the Smart Hub on your Samsung TV.
  2. Select Apps.
  3. Select the Settings icon (upper-right corner).
  4. Select Updates.
  5. Find and select HBO Max, then select Update.

Step 2: Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause. Test your download speed from a computer on the same network as your Samsung TV. To do this, open a browser and search for 'Internet speed test.'

To stream HD video, you need a high-speed connection with a minimum download speed of 5 Mbps. If videos are buffering, please see Video loads slow, pauses, or buffers.

Step 3: Restart your Samsung TV

  1. Turn off your Samsung TV.
  2. Wait a moment and turn your TV back on.
  3. Reopen HBO Max and see if the issue is resolved.

Step 4: Update your Samsung TV

Update your Samsung TV firmware. Here's how:

  1. Press the Menu button on your Samsung TV remote.
  2. Select Settings > Support > Software Update > Update Now. Your TV will restart and you'll see a message when the update is done.

Once the update is completed, update your Smart Hub:

  1. Open the Smart Hub and navigate to the Apps page.
  2. Stay on the Apps page for 5 minutes.
  3. Reopen HBO Max and see if the issue is resolved.

Step 5: Delete and reinstall HBO Max

  1. Open the Smart Hub.
  2. Use the navigation keys on your remote to highlight HBO Max.
  3. Press the Tools button on your remote and then select Delete.
  4. Search for HBO Max.
  5. Select HBO Max to reinstall the app.
  6. Once installed, select Run and see if the issue is resolved.
Xbox One

If the HBO Max app isn't working as expected, try the following steps:

Step 1: Check the Xbox Live service status

Check the status of HBO Max and the Xbox Live service on the Xbox Live Service status page.

Step 2: Update your software

Make sure you have the latest software for your Xbox One. To do this, go to Settings > System > Updates > Update Console to see if there are updates for your Xbox One.

Step : Test your connection speed

To test your connection speed, go to the Troubleshoot connection and run the Xbox speed test. If videos are pausing or buffering, please see Video loads slow, pauses, or buffers.

Step 4: Delete and reinstall HBO Max

  1. Go to My games & apps.
  2. Highlight HBO Max and then press the Menu button on your controller.
  3. Select Uninstall.
  4. Reinstall HBO Max (go to Apps and download HBO Max).
  5. Open HBO Max and see if the issue is resolved.
4K or HDR
HBO Max currently doesn't support 4K resolution or High Dynamic Range (HDR). We’re working to support these formats in the future.