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user_hazn8t
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1 Message

Tuesday, September 10th, 2024 1:57 PM

Error message trying to use xfinity to authenticate with Max (HBO)

This happens in a Chrome browser. I am logged into xfinity with the primary account. I go to max.com and select to sign in and use xfinity as "connect your provider". It shows a screen that says it has been successful but then ends in a screen that shows the following JSON object: 

{

  • response: "failure",
  • code: 5116,
  • status: 401,
  • detail: "unauthorizedInvalid authentication response from Synacor",
  • locale: "en-US",
  • title: "Partner Authentication error",
  • message: "Unable to complete partner authentication process. Please contact support."

}

What is the solution to this? How can I sign into Max? 

Question

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Updated 

3 months ago

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interim40

New Poster

 • 

2 Messages

3 months ago

I have the same issue.  I have tried Google Chrome and FireFox web browsers.  

The error has persisted for over 11 hours now

Error:  

{"response":"failure","code":5116,"status":401,"detail":"unauthorizedInvalid authentication response from Synacor","locale":"en-US","title":"Partner Authentication error","message":"Unable to complete partner authentication process. Please contact support."}

1

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XfinityRoberto

Official Employee

 • 

1.5K Messages

Good morning @interim40. I am sorry to hear that you are having troubles signing in to the MAX app using your Xfinity credentials. Please let us know if you still need help with this issue.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

0

user_a6s877

1 Message

3 months ago

Same issue.  Same error.  It occurs both on my laptop and my phone.  I was watching Max a few hours ago, but now I cannot log in.  Extremely aggravating.

1

0

XfinityRoberto

Official Employee

 • 

1.5K Messages

Good morning @user_a6s877I am sorry to hear you are troubles with the Max App. IF you are soil having issues, please let us know. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

3 months ago

0

XfinityAngie

Official Employee

 • 

1.5K Messages

3 months ago

 

user_hazn8t, Thank you for reaching out to Xfinity Support. I can understand how frustrating this is. I would recommend reaching out to Max via their chat to see if you can get assistance directly from them. Here is a link that may help. https://help.max.com/us/Category/Detail/Billing_Subscription

 

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