Troubleshoot the HBO Max app or HBO.Max.com

Choose the device you're using:

If HBO Max isn't working as expected, try the following solutions. You may need to try more than one solution to fix the issue.

Update your software

Update HBO Max

  • Android: Open the Play Store on your Android device and search for HBO Max. If an app update is available, choose Update.
  • iOS: Open the App Store on your iOS device and search for HBO Max. If an app update is available, choose Update.
  • Amazon Fire tablet: Open the Amazon Appstore on your Fire tablet and search for HBO Max. If an app update is available, choose Update.

Update your device software

  • Android: Open Settings, then choose System > System update > Check for update.
  • iOS: Open Settings, then choose General > Software Update.

Once updated, try using HBO Max again.

Test your connection speed

Here's how to test your internet connection speed:

  • Android: Download an Internet speed test app from the Google Play Store and test your connection speed.
  • iOS: Download an Internet speed test app from the Apple App Store and test your connection speed.
  • Amazon Fire tablet: From the Home screen on your Fire tablet, swipe down and then select the wireless icon. Tap the network that you're connected to and check the signal strength and link speed.

You need a minimum download speed of 5 Mbps. If videos are buffering, go to HBO Max buffers or pauses.

Cellular connection? If you're using a cellular data connection, try connecting to a wireless network and then try using HBO Max again.

Sign out and restart your device
  1. Sign out of HBO Max. To do this, choose your profile and then Sign Out.
  2. Hold down the power button until you're prompted to power off your device (turn the device off instead of putting it in sleep mode).
  3. Wait 10 seconds and then turn your device back on.
  4. Open HBO Max, sign in, and try using the app again.
Android or Amazon Fire: Clear cache

Try clearing the HBO Max cache:

Android phone or tablet
  1. Open Settings and search for HBO Max.
  2. Choose HBO Max from the search results.
  3. Choose Storage & cache or Storage (depending on your Android OS version).
  4. Choose Clear cache.
  5. Choose Clear storage or Clear data (if available).
  6. Open HBO Max, sign in, and try using the app again.
Amazon Fire tablet
  1. Go to Settings > Apps & Games > Manage All Applications.
  2. Choose HBO Max from the list of apps.
  3. Choose Force Stop.
  4. Choose Clear Cache.
  5. Choose Clear Data.
  6. Open HBO Max, sign in, and try using the app again.
Delete and reinstall HBO Max

Delete the HBO Max app from your phone or tablet and install it again from the app store. Then open HBO Max, sign in, and try using the app again.

If you're having trouble streaming at HBO.Max.com, try using a supported browser. For the best streaming experience at HBO.Max.com, we recommend:

  • The latest version of Google Chrome or Firefox
  • The latest version of Microsoft Edge
  • Safari version 13 or later

If HBO.Max.com isn't working as expected, choose the browser you're using:

Google Chrome

You may need to try more than one solution to fix the issue.

Update your browser
  1. In Google Chrome, choose the Menu icon three vertical dots (top right).
  2. Choose Update Google Chrome (if available) and then Relaunch.
  3. Go back to HBO.Max.com and try watching something.
Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to HBO Max buffers or pauses.

Try an incognito window
  1. In Google Chrome, choose the Menu icon three vertical dots (top right) and then select New Incognito Window.
  2. Go to HBO.Max.com, sign in, and try watching something.

If you can stream in an incognito window without issue, try the following:

Sign out and restart your computer
  1. At HBO.Max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Google Chrome.
  3. Go back to HBO.Max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Firefox, Microsoft Edge, or Safari).

If you don't have any problems streaming with a different browser, check your browser configuration:

For more help, go to Google’s Troubleshoot Chrome crashes article.

Microsoft Edge

You may need to try more than one solution to fix the issue.

Update your browser
  1. In Microsoft Edge, choose the Menu icon (top right, three horizontal dots) > Settings > About Microsoft Edge.
  2. If an update is available, choose Update.
  3. Go back to HBO.Max.com and try watching something.
Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to HBO Max buffers or pauses.

Try an InPrivate window
  1. In Microsoft Edge, choose the Menu icon (top right, three horizontal dots) and then select New InPrivate Window.
  2. Go to HBO.Max.com, sign in, and try watching something.
Sign out and restart your computer
  1. At HBO.Max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Microsoft Edge.
  3. Go back to HBO.Max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Chrome, Firefox, or Safari).

If you don't have any problems streaming with a different browser, check your browser configuration:

  • Make sure third-party cookies are enabled
  • Disable ad-blocking software
  • Turn off browser extensions
  • Clear cache and cookies (the next solution)
Clear cache and cookies
  1. In Microsoft Edge, choose the Menu icon (top right, three horizontal dots) and then select History.
  2. On the left, choose Clear browsing data (trash can icon).
  3. From the Time range drop-down, select All Time.
  4. Choose the Cookies and other site data and Cached images and files check boxes, then select Clear now.

For more help, go to Microsoft Edge isn't working.

Firefox

You may need to try more than one solution to fix the issue.

Update your browser
  1. In Firefox, choose the Menu icon 3 horizontal lines (upper right) and choose Settings.
  2. Type update in the search box.
  3. Choose Check for updates.
  4. If an update is available, download it.
  5. Go back to HBO.Max.com and try watching something.
Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to HBO Max buffers or pauses.

Try a private window
  1. In Firefox, choose the Menu icon 3 horizontal lines (upper right) and then select New private window.
  2. Go to HBO.Max.com, sign in, and try watching something.

If you can stream in a private window without issue, try the following:

Sign out and restart your computer
  1. At HBO.Max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Firefox.
  3. Go back to HBO.Max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Chrome, Microsoft Edge, or Safari).

If you don't have any problems streaming with a different browser, check your browser configuration:

For more help, go to Mozilla’s Troubleshoot Firefox article.

Safari

You may need to try more than one solution to fix the issue.

Update your browser

To keep Safari up to date, make sure that your Mac is running the latest version of macOS. Safari will be updated when you update your Mac. For more info, see Apple’s Update macOS on Mac article.

Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to HBO Max buffers or pauses.

Try a Private Window
  1. In Safari, go to the File menu and choose New Private Window.
  2. Go to HBO.Max.com, sign in, and try watching something.

If you can stream in a private window without issue, try the following:

Sign out and restart your computer
  1. At HBO.Max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Safari.
  3. Go back to HBO.Max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Chrome, Firefox, or Microsoft Edge).

If you don't have any problems streaming with a different browser, check your browser configuration:

For more help, go to Apple’s Safari doesn’t work as expected article.

Display resolution

The highest resolution supported at HBO.Max.com is 1080p. If your display resolution is greater than 1080p, videos might not play in full screen or may be clipped off. To fix this, try changing your screen resolution.

If HBO Max isn't working as expected, choose the device you're using:

AirPlay

For help with AirPlay, go to AirPlay HBO Max to your TV.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Amazon Fire TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure the HBO Max app and your Fire TV are up-to-date.

  • HBO Max app: On your Amazon Fire TV, highlight the HBO Max tile and then press the Menu button on your remote (button with three lines). In the lower-right corner, choose More Info > Update.
  • Amazon Fire TV: On your Amazon Fire TV, go to Settings > My Fire TV > About > Check for System Update.

Then, open HBO Max and try using the app again.

Check your internet connection

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

  1. On your Amazon Fire TV, go to Settings > Network.
  2. Press the Play button on your remote to check your connection.

You can also download an Internet speed test app from the Amazon Appstore and test your connection speed. To stream HD video, you need a minimum download speed of 5 Mbps. (50+ Mbps is recommended for 4K video). For more help, go to HBO Max buffers or pauses.

Sign out and restart your devices
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Go to the Home screen on your Amazon Fire TV, choose Settings > My Fire TV > Restart.
  3. Open HBO Max, sign in, and try using the app again.
Clear app cache and data
  1. On your Amazon Fire TV, go to Settings > Applications > Manage Installed Applications.
  2. Choose HBO Max from the list of apps.
  3. Choose Force Stop.
  4. Choose Clear Cache.
  5. Choose Clear Data.
  6. Open HBO Max, sign in, and try using the app again.
Uninstall and reinstall HBO Max
  1. On your Amazon Fire TV, go to Settings > Applications > Manage Installed Applications.
  2. Choose HBO Max from the list of apps and then Uninstall.
  3. Reinstall the HBO Max app from the Amazon Appstore.
  4. Open HBO Max, sign in, and try using the app again.

For more help, go to Fire TV Support.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Android TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your HBO Max app and Android TV are up-to-date:

  • HBO Max app: On your Android TV, highlight the HBO Max app, then press and hold the Select button, and choose View Details > Update.
  • Android TV: On your Android TV, go to Settings > System > About > System update > Check for update.

Then, open HBO Max and try using the app again.

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 minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to HBO Max buffers or pauses.

Sign out and restart your device
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. On your Android TV, go to Settings > About > Restart > Restart.
  3. Open HBO Max, sign in, and try using the app again.
Clear app cache and data
  1. On your Android TV, go to Settings > Apps.
  2. Choose HBO Max from the list of apps.
  3. Choose Clear cache.
  4. Choose Clear data.
  5. Open HBO Max, sign in, and try using the app again.
Uninstall and reinstall HBO Max
  1. On your Android TV, go to Settings > Apps and choose HBO Max.
  2. Choose Uninstall.
  3. Go to Apps and find HBO Max.
  4. Choose HBO Max and then Install.
  5. Open HBO Max, sign in, and try using the app again.

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

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Apple TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your HBO Max app and Apple TV are up-to-date.

  • HBO Max app: Go to the App Store and search for HBO Max. If there's an app update available, choose Update.
  • Apple TV: On your Apple TV, navigate to Settings > System > Software Updates > Update Software.

Then, open HBO Max and try using the app again.

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 minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to HBO Max buffers or pauses.

Sign out and restart your Apple TV
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Restart your Apple TV by navigating to Settings > System > Restart.
  3. Open HBO Max, sign in, and try using the app again.
Delete and reinstall HBO Max
  1. From the Home screen, highlight 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, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Chromecast

For help with Chromecast, go to Chromecast HBO Max to your TV.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

LG TV (in select countries)

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your HBO Max app and LG TV are up-to-date.

  • HBO Max app: Press the Home button on your LG TV remote, then choose LG Content Store > Apps > My Apps, then choose HBO Max and Update.
  • LG TV: Press the Settings button on your LG TV remote, then choose All Settings > General > About this TV > Check for updates.

Then, open HBO Max and try using the app again.

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 LG TV. To do this, open a browser and search for 'Internet speed test.'

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to HBO Max buffers or pauses.

Sign out and restart your LG Smart TV
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Unplug your LG TV.
  3. Wait 20 seconds and plug your TV back in.
  4. Open HBO Max, sign in, and try using the app again.
Delete and reinstall HBO Max
  1. Press the Home button on your LG remote.
  2. Press and hold the Select button (D-pad center) to enter edit mode.
  3. Find HBO Max, then press D-pad up and choose the X above the app.
  4. Choose Yes to confirm.
  5. Reinstall HBO Max (Open the LG Content Store and install HBO Max).
  6. Once reinstalled, choose Launch, then sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

KPN TV device (Netherlands only)

You may need to try more than one of these solutions to fix the issue.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause. To test your connection speed:

Test your download speed from a computer on the same network as your KPN device. To do this, open a browser and search for 'Internet speed test.'

To stream HD video, you need a minimum download speed of 5 Mbps. PlayStation 5: 50+ Mbps is recommended for 4K video. For more help, go to HBO Max buffers or pauses.

Sign out and restart your KPN TV device
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Unplug your KPN device.
  3. Wait 20 seconds and turn your device back on.
  4. Open HBO Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

PlayStation (in select countries)

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your HBO Max app and PlayStation console are up-to-date.

  • HBO Max app: On your PlayStation, highlight HBO Max and press the Options button on your controller, then Check for Update.
  • PlayStation console: On your PlayStation, go to the Settings menu and choose System Software Update.

Then, open HBO Max and try using the app again.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause. To test your connection speed:

  1. On your PlayStation, go to Settings > Network.
  2. Then do one of the following:
    • PlayStation 4: Choose Internet Connection Test.
    • PlayStation 5: Choose Connection status > View connection status > Connection speed.

To stream HD video, you need a minimum download speed of 5 Mbps. PlayStation 5: 50+ Mbps is recommended for 4K video.

Check the status of the PlayStation service on the PlayStation status page. For more help, go to HBO Max buffers or pauses.

Sign out and restart your PlayStation
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Turn your PlayStation console off.
  3. Wait 20 seconds and turn your PlayStation back on.
  4. Open HBO Max, sign in, and try using the app again.
Delete and reinstall HBO Max

PlayStation 4

  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. Choose Delete.
  4. Reinstall HBO Max (go to the PlayStation Store and download HBO Max).
  5. Open HBO Max, sign in, and try using the app again.

PlayStation 5

  1. From the Media home menu on your PlayStation 5, highlight HBO Max and then press the Options button on your controller.
  2. Choose Delete then OK.
  3. Reinstall HBO Max (go to All Apps and download HBO Max).
  4. Open HBO Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Samsung TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your HBO Max app and Samsung TV are up-to-date.

  • HBO Max app: Press the Home button on your remote, then choose Apps > the Settings icon cog (lower left) > Updates.
  • Samsung TV: Press the Home button on your remote, then navigate to the Settings icon cog (lower left). Choose Support > Software Updates > Update Now.
    Update option unavailable? Turn your TV off and back on. Then try the steps again.

Then, open HBO Max and try using the app again.

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 minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to HBO Max buffers or pauses.

Sign out and restart your Samsung TV
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Hold the power button on your Samsung TV remote until your TV turns off and back on again.
  3. Open HBO Max, sign in, and try using the app again.
Clear app cache and data

Some Samsung TVs have an option to clear app cache and data. Try the following steps:

  1. Press the Home button on your Samsung TV remote, then navigate to the Settings icon cog (lower left).
  2. Choose Support (if needed) and then Device Care.
  3. Choose Manage Storage.
  4. Find HBO Max and choose View Details.
  5. Choose Clear cache.
  6. Choose Clear data.
  7. Open HBO Max, sign in, and try using the app again.

Note Clear app cache and data are not available on all Samsung TVs and the steps may vary depending on your TV model. For more info, go to samsung.com/support.

Delete and reinstall HBO Max
  1. Press the Home button on your Samsung TV remote.
  2. Choose Apps and then the Settings icon cog (lower left).
  3. Use the navigation keys on your remote to highlight HBO Max.
  4. Choose Delete.
  5. Search for HBO Max.
  6. Select HBO Max and choose Install.
  7. Once installed, choose Run, sign in, and try using the app again.

These steps may vary depending on your Samsung TV model. For more info, go to samsung.com/support.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Sony TV

If you have a Sony TV with Android TV built-in, try the Android TV steps above.

VodafoneZiggo TV (Netherlands only)

You may need to try more than one of these solutions to fix the issue.

Check for updates
  1. HBO Max app: On your VF TV Play device, check for an HBO Max update. If an update is available, update the HBO Max app on your VF TV Play.
  2. VodafoneZiggo TV: On your VodafoneZiggo TV, go to Settings > Device > Settings > About > System Update.
Sign out and restart your VodafoneZiggo TV
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Unplug your Vodafone TV device.
  3. Wait 20 seconds and plug your TV device back in.
  4. Open HBO Max, sign in, and try streaming again.
Test your connection speed

Test your download speed from a computer on the same network as your Vodafone TV. To do this, open a browser and search for 'Internet speed test.'

To stream HD video, you need a minimum download speed of 5 Mbps. For more help, go to HBO Max buffers or pauses.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Xbox console (in select countries)

You may need to try more than one of these solutions to fix the issue.

Check the Xbox service status

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

Check for updates

Make sure your HBO Max app and Xbox console are up-to-date.

  • HBO Max app: On your Xbox, go to My games & apps, highlight HBO Max and press the menu button on your controller, then choose Manage app to install an app update.
  • Xbox console: On your Xbox, go to Profile & system > Settings > System > Updates.

Then, open HBO Max and try using the app again.

Test your connection speed

To test your connection speed, go to the Xbox Troubleshoot connection and choose Run the console speed test.

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to HBO Max buffers or pauses.

Sign out and restart your console
  1. In HBO Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Press the Xbox button on your controller and choose Restart console > Restart.
  3. Open HBO Max, sign in, and try using the app again.
Uninstall and reinstall HBO Max
  1. Go to My games & apps.
  2. Highlight HBO Max, press the Menu button on your controller, and then choose Uninstall.
  3. Reinstall HBO Max (go to Apps and download HBO Max).
  4. Open HBO Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.