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user_6e3b46
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Monday, March 14th, 2022 2:57 AM

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HBOMax App reports error. Forces viewer to exit.

I was streaming Free Guy through HBOMax to my X1DVR and to my set to box in my office - CXD01ANI_4.12p8s1_PROD_sey, XRE Protocol version 2.8.0, receiver Native version:4.12.0, Environment c1c-9a.

While streaming the movies a message appears in the middle of the screen saying that there has been a problem and offering the options to return or exit the app. Return takes you back to the movie selection screen. Exit takes you back to broadcast TV.  In either case, navigating back to the movie resumes right before the point of failure. The movie plays for a while before it fails again. 

I think this happened three or four times over the course of the movie. 

I haven’t tried to stream anything else since then so I don’t know if it will fail for other streams as well. 

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4 years ago

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XfinityPeterH

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2.8K Messages

4 years ago

Thank you for reaching out @user_6d3b46. Having issues with your service would be frustrating. Were you able to finish your movie in another room with no errors? Did you try to do any troubleshooting such as restart your box? 

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user_6e3b46

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4 years ago

Thank you XfinityPeterH,

I experienced the failure on two different devices in two different rooms, one an X1 DVR, the other a set top box as documented in my original message. I didn’t reboot either device. 

Yes, after exiting the stream and re-entering, I was able to continue for some time. Ultimately I was able to finish the movie with a total of three or four interruptions of this type. 

Thank you for your attention. 

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XfinityAmandaB

Official Employee

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3.1K Messages

Thank you so much for those details @user_6e3b46! If you could attempt these troubleshooting steps provided by HBO max support on the boxes you are having issues on and let me know if you are still running into the issue.

 

If you’re having trouble streaming, here are some things to try:

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.

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4 years ago

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