BKLYN312's profile

Mon, Dec 28, 2020 7:00 AM

HBOMax on TV shows purple screen not loading

We were able to watch a whole movie on 12/22 and now we are unable to login to watch another. It doesn’t even show the login screen. It says “you are connecting to a 3rd party” and then nothing, a purple screen. I can open and watch a movie thru HBOmax on my phone and laptop but not on the TV. We have an LG TV so it says it’s opening via the Internet. We updated the TV. Updated our Xfinity box. Unplugged the modem. I even signed out of all devices from HBOmax. Everything we could think of. Please help! Why work one day then not the next.

Responses

Accepted Solution

New Poster

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2 Messages

5 m ago

After 4 days of calling, being on hold, and talking to 3 differnet tier2 techs, my purple screen is now a login screen.  

 

Ready for the solution?

 

The last tier2 engineer scheduled a Tech to come this morning and swapped out my cablebox.  Magic!  Hbomax app now works.

 

Hope this helps.

 

 

Regular Visitor

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2 Messages

6 m ago

I’ve been having this same issue for about a week and have spent a few hours with tech support without resolution. I’ve seen others posting about it but the Comcast employee who responds just requests to be private messaged and we don’t see if there has been a resolution or what the resolution is

New Poster

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1 Message

6 m ago

I have the same problem. I have checked my internet speed, it is fine, and unpluged my box to restart it. I can watch HBOMax on other TVs in the house. The purple screen comes up after I pick the program I want to watch.

New Poster

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2 Messages

5 m ago

This is my exact problem.

 

I called into xfinity support, after 75 minutes on the phone the tech told me the issue is that I did not purchase HBOMax from xfinity.   Upon hearing this,  I called HboMax support with Comcast on the phone and had a group call.  I am cancelling my direct HboMax account and will be ordering thru Comcast.  

 

Anyone else find a resolution?

Regular Visitor

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2 Messages

5 m ago

Still no resolution on my end. I created my account on my phone (logging in using xfinity as my provider) but still cannot watch on the actual TV. So seems to be an issue with Xfinity and not hbo max. Not sure where to go from here 😞

Visitor

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1 Message

Same here.  Just upgraded to Xfi Complete.  I've spent Hours on live chat with an agent.  I was telling him more than he was telling me.  No Sign In Screen. Not a novice, I've done this on my sister's TV.  I can see the selections, and it looks like it is trying to play, but get no programing. Just asks if I want to "Continue Watching".  Will try and deal with this tomorrow.

Visitor

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3 Messages

@BKLYN312 HBO max will only work on x1v2 and up DVrs or any xid,xi5 or 6 if your box is the old first gen dvr(green power light) it’s not compatible and just need a box swap. Also if your using the RNG150 box it’s also not compatible. Hopefully that helps 

HorribleX1

Frequent Visitor

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14 Messages

5 m ago

I had a tech out and he said I have the latest box?

Official Employee

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2.5K Messages

5 m ago

Hi everyone. We're so sorry about the trouble you all are running into. We're definitely here to help! We can work together on reaching a solution for you all. I wanted to share this helpful link: https://comca.st/2LJrb47. You'll see in there it mentions:

 

Why can't I access the HBO Max app on my X1 TV Box?
The app isn’t supported on RNG150 and Pace XG1v1 X1 TV Boxes but you’ll be able to exchange your not supported RNG150 or Pace XG1v1 X1 TV Box on X1 by choosing the HBO Max app tile.

 

Can each of you that are still running into the problem, confirm which model number of box/boxes you have please? We appreciate you bearing with us as we narrow down the cause.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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HorribleX1

Frequent Visitor

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14 Messages

5 m ago

I have box XG1A! I have had a tech here and I have talked to 13 different people at Comcast, also 3 at HBOMAX! I somehow got charged $25 for XFi unlimited, that I don't want! Also I still don't have access to HBOMAX although I have been paying for it! I added it to my Amazon account, it allows me to sign on to the HBOMAX app without problems. Not on my TV. Seriously I don't think I can try to fix this many more times before I cancel my service!!!!

Visitor

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3 Messages

If you have the old x1 V1Dvr it has a green power light and a Blue end on the power plug it’s not a compatible box all you need to do is swap it out for the newer versions. 

Visitor

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1 Message

19 h ago

1 Press the xfinity button (X1 or Flex) or home button (Flex) on your remote. 2 Use the right or left arrow buttons to get to the gear icon, then press OK to go to Settings. 3 Use the up or down arrow buttons to get to Privacy, then press OK. 4 Go to Clear Cookies and Local Storage Data and press OK. 5 You'll see a confirmation window. Press OK to clear cookies and local storage data. Notes: Clearing cookies and local storage data may sign you out of many apps on your TV Box and may affect apps on devices linked to your account. Re-launching apps may store new cookies and data on your TV Box. 6 You'll see a confirmation message once cookies and local storage data have been cleared from your TV Box.

Visitor

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8 Messages

8 h ago

On your X1 box, open HBO Max.  Once logged in with your profile, scroll up to top lefthand corner and select your profile icon.  Then, scroll along the top all the way to right “Sign Out.”  Sign out.  Sign back in.  Enter the 6-digit code on hbomax.com/tvsignin.

This has fixed the problems I have had with the HBO Max xFinity App when a X1 box restart, a system refresh and anything else would not.

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