Troubleshoot HBO Max on your TV

For other issues, choose your device below and try the steps.

Choose the device you're using

Amazon Fire TV

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

Step 1: Update your software

  1. Make sure you have the latest version of HBO Max. To do this, on your Amazon Fire TV move the selection to 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 and then Update (if available).
  2. Make sure you have the latest system updates on your Amazon Fire TV. To do this, go to Settings > My Fire TV > About > Check for Updates.

Step 2: 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. For more help, see Video loads slow, pauses, or buffers.

Step 3: Restart your devices

  1. Unplug the power cord from your Amazon Fire TV device.
  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 Amazon Fire TV back in.
  7. Open HBO Max and see if the problem is resolved.

Step 4: 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 see if the problem is resolved.

Step 5: 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.

For more help, go to Fire TV Support.

Android TV

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

Step 1: Update your software

  1. Make sure you have the latest version of HBO Max. To do this, on your Android TV move the selection to the HBO Max tile, and then press and hold the select button. Then, choose View Details and then Update (if available).
  2. Make sure you have the latest software updates on your Android TV. To do this, go to Settings > System > About > System update > Check for update.

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 minimum download speed of 5 Mbps. For more help, 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. 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 see if the problem is resolved.

Step 5: 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 and see if the issue is resolved.

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

Apple TV

If the HBO Max app isn't working as expected, try these 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 minimum download speed of 5 Mbps. For more help, 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, sign in, and see if the problem is resolved.
Cox device

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

Step 1: 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. For more help, see Video loads slow, pauses, or buffers.

Step 2: Restart your Cox device

  1. Unplug or turn off your Cox Contour 2 or Contour Stream Player.
  2. Wait 20 seconds and turn your device back on.
  3. Reopen HBO Max and see if the issue is resolved.
PlayStation console

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

Step 1: Update your software

Make sure you have the latest software updates on your PlayStation console. 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.

  • To stream HD video, you need a high-speed connection with a minimum download speed of 5 Mbps.
    • 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.
  • Check the status of the PlayStation service on the PlayStation status page.

To stream HD video, you need a minimum download speed of 5 Mbps. For more help, see Video loads slow, pauses, or buffers.

Step 3: Restart your PlayStation console

  1. Turn your PlayStation console off.
  2. Wait 20 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

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 and see if the issue is resolved.

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 and see if the issue is resolved.
Roku

If the HBO Max app isn’t working as expected on your Roku, try these steps:

Update HBO Max
We recently updated the HBO Max app. To update HBO Max, press the Home button on your Roku remote, then go to Settings > System > System update > Check now.

Step 1: Check your internet connection

To check your 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.

For more help, see Video loads slow, pauses, or buffers.

Step 2: Update your software

Make sure your Roku has the latest software. Press the Home button on your Roku remote, then go to Settings > System > System update > Check now. This will install software updates for your Roku streaming device and your channels.

Step 3: Restart your Roku device

  • Roku streaming player: Go to Settings > System > System restart.
  • Roku TV: Go to Settings > System > Power > System restart.

Step 4: 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 and sign in.

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

Samsung TV

If the HBO Max app isn't working as expected, try these 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 minimum download speed of 5 Mbps. For more help, see Video loads slow, pauses, or buffers.

Step 3: Restart your Samsung TV

  1. Unplug your Samsung TV.
  2. Wait 20 seconds and plug your TV back in.
  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. 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 and see if the issue is resolved.
Spectrum WorldBox

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

Step 1: 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 Video loads slow, pauses, or buffers.

Step 2: Restart your Spectrum WorldBox

  1. Turn your Spectrum device off.
  2. Wait 10 seconds and turn your device back on.
  3. Reopen HBO Max and see if the issue is resolved.
Xbox console

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

Step 1: Check the Xbox service status

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

Step 2: Update your software

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

Step 3: Test your connection speed

To test your connection speed, go to Xbox's Troubleshoot connection and run the Xbox speed test. For more help, 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.
Xfinity device

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

Step 1: 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. For more help, see Video loads slow, pauses, or buffers.

Step 2: Restart your Xfinity device

  1. Unplug or turn off your Xfinity X1 or Flex device.
  2. Wait 20 seconds and turn your device back on.
  3. Reopen HBO Max and see if the issue is resolved.

Step 3: 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. Sign in and see if the issue is resolved.

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.

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