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Geo72
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3 Messages

Friday, December 18th, 2020 8:00 AM

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HBO MAX NOT WORKING , TV's not giving Unique Code

My X1 boxes are newer....on both tv's at 1st they gave me the code to enter into my HBO MAX app .....iit worked like for 10 min....then i did a hard rest to both X1 BOXES........when it came back up i tried to enter in to the app on both boxes...i know only get a purple screen, if i hit the back back, i get this message which says: ERROR, an unexpected error occurred while running HBO MAX.......GO BACK or EXIT HBO MAX.......any help would be greatly appreciated....P.S. i can log on with my computer and phone......something went wrong with the X1 boxes connecting....

Question

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Updated 

4 years ago

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Geo72

New Poster

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3 Messages

4 years ago

Never got it resolved, both boxes still give me the purple screen, then says reset HBO max or exit HBO max........and still nothing

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CCMartin

Gold Problem Solver

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2.9K Messages

4 years ago

Hi there, @Geo72. I hope you are having a fantastic end of the year!

 

I want to do my best to help improve your experience along side our team here on the forums. Can you please private message me your full name and service address? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.

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Mags03

New Poster

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1 Message

4 years ago

@ComcastMartin I have had this same issue for about a week with a purple screen. I’m not sure how to contact you. I could not find your email. Please advise on a solution and is this a problem on all the Flex boxes. If so I should be sent a new one.

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dcfox

Contributor

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387 Messages

4 years ago

Click on his name on his post. Then send a personal message. 

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joy2theworld

Regular Visitor

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2 Messages

4 years ago

I’ve been having the same problem for about a week. The apps works on other devices but not the dvr. I’ve spent a few hours now with tech support trying to fix it but nothing seems to work.

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comc25

Contributor

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123 Messages

4 years ago

I had this issue as well.

SOLUTION: sign out then sign back in. Use the code on the TV and your laptop.

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OCBP22

Visitor

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12 Messages

Had the same issue.  This is the only way I was able to fix the issue.

(edited)

4 years ago

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user_04547b

Visitor

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2 Messages

How do you sign out when you can’t get into the HBOmax?

4 years ago

0

Ktweigster

Regular Visitor

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3 Messages

4 years ago

I am having this same problem. Also, my Amazon music gets stuck on a screen that just says Amazon music with a few moving bars below it.

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runnermegan12

New Poster

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1 Message

4 years ago

I am having the same issue and I have been for quite some time and it is very sad because I don’t have any problems with it on any other devices! Please help!

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user_1419e8

Visitor

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1 Message

4 years ago

Is this ever gonna be fixed? Same issue as well

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XfinityEmilyB

Official Employee

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2K Messages

Thanks for taking time out of your day to reach out to us here on the forums, @user_1419e8! HBO is one of my favorite channels so I'd be upset if I couldn't use the app. I'll stick with you here until we reach a resolution together. Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

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

4 years ago

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OCBP22

Visitor

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12 Messages

@user_1419e8 

Sign out of the HBO Max App on your X1 box.  Then, sign back in, enter the code on hbomax.com/tvsignin, and you should be good to go.  I had the same issue as you and this is the only thing that fixed the problem.

4 years ago

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SLight77

Visitor

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1 Message

4 years ago

My problem is similar. HBO Max plays on the other devices, but not through the Xfinity app. The screen loads and I can navigate through it, but when I press play, it loops back to the same screen I just left. 

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CCMorgan

Gold Problem Solver

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3.3K Messages

Hi there! We can help. I just wanted to make sure you all have gone through the process listed here: https://comca.st/3w1e0xg. If so and you're still experiencing problems, please create your own post and we will happily step in. Thank you!

I no longer work for Comcast

4 years ago

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OCBP22

Visitor

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12 Messages

@SLight77 

Sign out of the HBO Max App on your X1 box.  Then, sign back in, enter the code on hbomax.com/tvsignin, and you should be good to go.  I had the same issue as you and this is the only thing that fixed the problem.

4 years ago

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user_d78eae

Visitor

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1 Message

4 years ago

My issue is the exact same as @SLight77 

HBO Max plays on the other devices, but not through the Xfinity app. The screen loads and I can navigate through it, but when I press play, it loops back to the same screen I just left. 

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OCBP22

Visitor

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12 Messages

@user_d78eae 

Sign out of the HBO Max App on your X1 box.  Then, sign back in, enter the code on hbomax.com/tvsignin, and you should be good to go.  I had the same issue as you and this is the only thing that fixed the problem.

4 years ago

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user_a6fe87

Visitor

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1 Message

4 years ago

My app was doing the loop back to the Home Screen when I tried to play something… now it just stays on a black screen….

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OCBP22

Visitor

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12 Messages

@user_a6fe87 

Sign out of the HBO Max App on your X1 box.  Then, sign back in, enter the code on hbomax.com/tvsignin, and you should be good to go.  I had the same issue as you and this is the only thing that fixed the problem.

4 years ago

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OCBP22

Visitor

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12 Messages

4 years ago

I had an issue for the past few days.  HBO Max worked on my phone & thru Apple TV, but not thru X1 box.  While I was signed in & could see everything available, everything I selected to watch thru X1 box just took me back to the X1 App’s home screen.  Eventually, I got a error message to restart or exit HBO Max.  Selecting restart did nothing.

After both a restart and system refresh of the X1 box didn’t fix the issue, I simply signed out of the HBO Max App on my X1 box, then signed back in, entered the 6-digit code on www.hbomax.com/tvsignin with my phone, and HBO Max now works.

So, sign out, and then sign back in.  Hopefully, like me that solves your issue(s).

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user_02e527

Visitor

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1 Message

4 years ago

THIS IS THE SOLUTION:  Clear the cache on your Xfinity X1 box.

1.  Click on the Xfinity button

2.  Click on the Gear

3.  Click on Privacy

4.  Click on Clear Cookies and Local Storage Data

Go back to HBO Max and login.

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user_04547b

Visitor

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2 Messages

@user_02e527 

thanks, that worked!

4 years ago

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