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jx2x2004
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2 Messages

Saturday, May 22nd, 2021 9:43 PM

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HBO Max black screen after password change

I changed my HBO Max password from my phone. I went to get onto HBO Max on my tv and it shows the loading purple screen for a second, then goes to a black screen. I already restarted the modem and x1 box, and it is still doing the same thing.

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4 years ago

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Accepted Solution

jx2x2004

Visitor

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2 Messages

4 years ago

For anyone else, I was just on the phone with them. They did 2 system reboots and a system refresh. Those did not work. You will need to clear all of your app data.

1) Press the xfinity button

2) Go to settings (the gear icon)

3) Privacy

4) Clear cookies and local storage data

This only took about maybe 2 minutes to do and now everything is working great.

2

BlueJeans07

Contributor

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132 Messages

jx2x2004  - Thank you so much !!!!! ~~ I have been on the phone with Xfinity customer service 2 times and Advanced Tech dept. and went through 40 minutes with each trying to get rid of that black screen - Why didn't any of them know your simple and fast remedy ? I went through several refreshes and them doing remote on the tv. I didn't know there was a cleaning out of the cookies & local data, but they Should have. They even sent me to hbo/max - and they wanted me to do a reinstall of the hbo/max app - but couldn't fina a way for me to do it... Haven't heard back from either Xfinity c/s or hbo/max. 
But thanks to you I am all set - who knew you had to clear cookies to fix the problem. 

4 years ago

XfinityMartyR

Official Employee

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2.1K Messages

Thank you, @jx2x2004 for posting the solution to your own concern! I'm happy to hear you were able to find the solution by clearing out the app data on the X1 box.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 years ago

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