Troubleshoot HBO Max on your TV

'Can't Connect' message
Try updating the HBO Max app on your TV device.

Choose the device you're using

AirPlay

For help with AirPlay, go to Stream to your TV using AirPlay.

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 resolve the issue.

Check for updates

First, make sure your HBO Max app and 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 Updates.

Then, open HBO Max and try to stream again.

Check your network status

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

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

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

Sign out and restart your devices
  1. Sign out of HBO Max.
  2. On your Amazon Fire TV, go to Settings > My Fire TV > Restart.
  3. Open HBO Max, sign in, and try streaming again.
Clear app cache and data
  1. On your Amazon Fire TV, go to Settings > Applications > Manage Installed Applications.
  2. Select HBO Max from the list of apps.
  3. Tap Force Stop.
  4. Select Clear cache.
  5. Select Clear data.
  6. Open HBO Max, sign in, and try streaming again.
Uninstall and reinstall HBO Max
  1. On your Amazon Fire TV, choose Settings > Applications > Manage Installed Applications.
  2. Select HBO Max from the list of applications.
  3. Select Uninstall.
  4. Download and reinstall HBO Max from the Amazon Appstore.
  5. Open HBO Max, sign in, and try streaming 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 resolve 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 tile, and then press and hold the select button. Then, 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 to stream 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, see HBO Max pauses or buffers.

Sign out and restart your devices
  1. Sign out of HBO Max.
  2. On your Android TV go to Settings > About > Restart > Restart.
  3. Open HBO Max, sign in, and try streaming again.
Clear app cache and data
  1. On your Android TV, 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 try streaming again.
Uninstall and reinstall HBO Max
  1. On your Android TV, go to Settings > Apps and select HBO Max.
  2. Select Uninstall.
  3. Go to Apps and find HBO Max.
  4. Select HBO Max and then choose Install.
  5. Open HBO Max, sign in, and try streaming 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 resolve 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 to stream 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, see HBO Max pauses or buffers.

Sign out and restart your Apple TV
  1. Sign out of HBO Max.
  2. Restart your Apple TV by navigating to Settings > System > Restart.
  3. Open HBO Max, sign in, and try streaming 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 streaming 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.

Cox device

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

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 Cox 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 (50+ Mbps is recommended for 4K video). For more help, see HBO Max pauses or buffers.

Sign out and restart your Cox device
  1. Sign out of HBO Max.
  2. Unplug or turn off your Cox Contour 2 or Contour Stream Player.
  3. Wait 20 seconds and turn your device back on.
  4. Reopen HBO Max, sign in, and try streaming again.

Still need help?

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

LG TV

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

Check for updates

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

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

Then, open HBO Max and try to stream 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, see HBO Max pauses or buffers.

Sign out and restart your LG Smart TV
  1. Sign out of HBO Max.
  2. Unplug your LG TV.
  3. Wait 20 seconds and plug your TV back in.
  4. Reopen HBO Max, sign in, and try streaming 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 select the X above the app.
  4. Select 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 streaming again.

Still need help?

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

PlayStation console

You may need to try more than one of these solutions to resolve 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, make sure HBO Max is highlighted. Press the Option 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 to stream 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:

    • On your PlayStation 4, go to Settings > Network > Internet Connection Test.
    • On your PlayStation 5, go to Settings > Network > 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, see HBO Max pauses or buffers.

Sign out and restart your PlayStation console
  1. Sign out of HBO Max.
  2. Turn your PlayStation console off.
  3. Wait 20 seconds and turn your PlayStation back on.
  4. Reopen HBO Max, sign in, and try to stream 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. Select Delete.
  4. Reinstall HBO Max (go to the PlayStation Store and download HBO Max).
  5. Open HBO Max, sign in, and try to stream 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. Select Delete then OK.
  3. Reinstall HBO Max (go to All Apps and download HBO Max).
  4. Open HBO Max, sign in, and try to stream again.

Still need help?

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

Roku

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

Check your internet connection

Press the Home button on your Roku remote. Then go to Settings > Network > Check connection. To improve your wireless connection, see Tips for improving your wireless Roku connection.

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

Check for updates

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

  • HBO Max app: On your Roku remote, press the Home button, then use the directional pad to highlight the HBO Max channel. Press the Star button (*) to open the Options menu. Here you can check for an update.
  • Roku: On your Roku remote, press the Home button. Go to Settings > System > System update > Check now. This will install software updates for your Roku streaming device and your channels.

Then, open HBO Max and try to stream again.

Unplug your Roku device
  1. Unplug your Roku streaming player or Roku TV.
  2. Wait 20 seconds and then plug your device back in.
  3. Reopen HBO Max and try streaming again.
Sign out and restart your Roku device
  1. Sign out of HBO Max.
  2. Do one of the following:
    • Roku streaming player: Go to Settings > System > System restart.
    • Roku TV: Go to Settings > System > Power > System restart.
  3. Reopen HBO Max, sign in, and try streaming again.
Delete and reinstall HBO Max

If your HBO Max subscription was not purchased through Roku, try removing and adding the HBO channel using the steps below:

  1. On your Roku, highlight the HBO Max channel and press the Star button (*).
  2. Choose Remove channel.
  3. Choose Remove to confirm.
  4. Restart your Roku streaming player or Roku TV.
  5. Search for HBO Max in the Channel Store.
  6. Select Add channel.
  7. Open HBO Max, sign in, and try streaming again.

Note  If you subscribed to HBO Max through Roku and your subscription is active, you can't remove the HBO Max channel.

Play something from the Home screen
  1. From the Roku Home screen, go to Search.
  2. Search for an HBO Max series or movie (e.g. The Flight Attendant or Tokyo Vice).
  3. Choose HBO Max from the search results to open the app.

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 resolve the issue.

Check for updates

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

  • HBO Max app: On your Samsung TV, open the Smart Hub and select Apps > the Settings icon (upper-right corner) > Updates.
  • Samsung TV: On your Samsung TV remote, press the Menu button, then select Settings > Software Update > Update Now. Once the update is completed, navigate to the Apps page and wait 5 minutes.

Then, open HBO Max and try to stream 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, see HBO Max pauses or buffers.

Sign out and restart your Samsung TV
  1. Sign out of HBO Max.
  2. Unplug your Samsung TV.
  3. Wait 20 seconds and plug your TV back in.
  4. Reopen HBO Max, sign in, and try streaming again.
Delete and reinstall HBO Max
  1. Open the Smart Hub.
  2. Use the navigation keys on your remote to highlight HBO Max.
  3. Do one of the following depending on your TV:
    • Press and hold Enter on your remote, choose Delete, and then select Yes to confirm.
    • Press Down on your remote, choose Remove, then Remove again to confirm.
  4. Search for HBO Max.
  5. Select HBO Max to reinstall the app.
  6. Once installed, select Run, sign in, and try streaming again.

Still need help?

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

Spectrum WorldBox

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

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 or mobile device on the same network as your Spectrum device. 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 HBO Max pauses or buffers.

Sign out and restart your Spectrum WorldBox
  1. Sign out of HBO Max.
  2. Turn your Spectrum device off.
  3. Wait 10 seconds and turn your device back on.
  4. Reopen HBO Max, sign in, and try streaming again.

Still need help?

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

VIZIO Smart TV

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

Check for updates

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

  • HBO Max app: The HBO Max app on VIZIO TVs automatically updates when an update is available. To manually check for updates, press the Menu button (Gear icon) on your remote, then select System and Check for updates.
  • VIZIO TV: On your VIZIO TV remote, press the Menu button (gear icon), then select System and Check for Updates.

Then, open HBO Max and try to stream again.

Test your connection speed

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

  1. On your VIZIO TV remote, press the Menu button (Gear icon).
  2. Go to Network > Test Connection.

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

Sign out and restart your VIZIO TV

Depending on your VIZIO model, there are two ways to restart your TV:

Power Cycle
  1. Sign out of HBO Max.
  2. On your VIZIO TV remote, press the Menu button (Gear icon).
  3. Go to System > Reset & Admin.
  4. Choose Soft Power Cycle, then Yes to confirm.
  5. Reopen HBO Max, sign in, and try streaming again.
Unplug your TV
  1. Sign out of HBO Max.
  2. Unplug your VIZIO TV.
  3. Wait 5 seconds and plug your TV back in.
  4. Reopen HBO Max, sign in, and try streaming again.

Still need help?

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

Xbox console

You may need to try more than one of these solutions to resolve 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

First, 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 then press the Menu button on your controller and select Manage app to install an app update.
  • Xbox console: On your Xbox, go to Settings > System > Updates > Update Console.

Then, open HBO Max and try to stream again.

Sign out and restart your console
  1. Sign out of HBO Max.
  2. Press the Xbox button on your controller and select Restart console > Restart.
  3. Open HBO Max, sign in, and try streaming again.
Test your connection speed

To test your connection speed, go to Xbox's Troubleshoot connection and run the Xbox 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, see HBO Max pauses or buffers.

Uninstall 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, sign in, and try streaming again.

Still need help?

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

XClass TV

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

Make sure you're online

If you can't access HBO Max on your XClass TV, you may not be connected to the internet. To check, go to Settings > Network. If you’re connected, you’ll see a green checkmark that says 'online.' If you’re not, try reconnecting.

If you can’t reconnect, restart your modem or router.

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 XClass 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, see HBO Max pauses or buffers.

Sign out and restart your XClass TV
  1. Sign out of HBO Max.
  2. Unplug or turn off your XClass TV.
  3. Wait 60 seconds and turn your device back on.
  4. Reopen HBO Max, sign in, and try streaming again.

Still need help?

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

Xfinity device

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

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 Xfinity 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 (50+ Mbps is recommended for 4K video). For more help, see HBO Max pauses or buffers.

Sign out and restart your Xfinity device
  1. Sign out of HBO Max.
  2. Unplug or turn off your Xfinity X1 or Flex device.
  3. Wait 20 seconds and turn your device back on.
  4. Reopen HBO Max, sign in, and try streaming again.
Clear cookies and local storage
  1. On the Home screen of your Xfinity device, choose the Gear icon (upper-left corner) and then Privacy.
  2. Scroll down and select Clear Cookies and Local Storage Data.
  3. Choose OK.
  4. Go back to the Home screen and choose HBO Max.
  5. Reopen HBO Max, sign in, and try streaming again.

Note  Clearing cookies and local storage data may sign you out of many apps on your device. To learn more, see Clear Cookies and Local Data Storage on X1 or Flex.

Still need help?

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

Device not listed? Go to Supported devices.