Regular Visitor
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6 Messages
HBO Max Freezing after commercials
HBO Max is freezing after commercial breaks. This only occurs on HBO Max to the TV directly hooked up to the Cable box. WiFi TVs work fine, as well as Netflix.
I have tried refreshing the system, clearing the local cache, unplugging everything, and restarting all devices.
What can be done to fix this issue?
Thank you
Tek
Problem Solver
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949 Messages
2 days ago
What model box are you using ?
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XfinitySara
Official Employee
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2.3K Messages
7 hours ago
Hello, @egriv! Our team is awesome to work with and more than happy to help in any way we can. It sounds like you've already done the basic troubleshooting, so the fact that it’s still sticking suggests a specific handshake issue between that XG2v2-P box and the Max app. Since your WiFi TVs and Netflix are working fine, we know your internet and the Max servers are healthy. The bottleneck is definitely that specific hardware-app interaction. Here are the specific steps to take for our box when the standard refresh fails:
1. The "Deep" App Reset
Sometimes clearing the local cache isn't enough because the app's "identity" on the box gets corrupted.
- Press the Xfinity button on your remote.
- Navigate to Settings (the gear icon).
- Go to Privacy > Clear Cookies and Local Storage Data.
- Crucial Step: After clearing, don't just open Max. Unplug the power from the XG2v2-P for a full 60 seconds, then plug it back in. This forces the box to re-authenticate the app tokens.
2. Check Video Display Settings
The XG2v2-P can sometimes struggle with "Auto" resolution switching when an app moves from a 1080p commercial back to a 4K or high-bitrate feature film.
- Go to Settings > Device Settings > Video Display.
- Instead of "Auto," try manually setting it to 1080p60 (or whatever your TV's native resolution is). This prevents the box from "stuttering" while trying to figure out the resolution after a commercial break.
3. Lower the "Expert Mode" Audio
Believe it or not, audio sync issues often cause video freezing on our apps.
- Go to Settings > Device Settings > Audio.
- If HDMI Audio Output is set to "Expert Mode," try changing it to Stereo or Auto. If the box is struggling to process a specific Dolby format after a commercial, it can freeze the video stream entirely.
4. The Hardware Reality Check
The XG2v2-P is a "Non-DVR" primary box. While reliable for cable, it has more limited processing power compared to the XG1v4 (4K DVR) or the Xi6 wireless boxes.
- If these steps don't work, the Max app may have updated to a version that is simply taxing the memory limits of that specific model.
Please let me know if the first few steps resolve it. Otherwise, we may have to look at swapping out your TV Box, and our team is here to further assist with that if you need us! You may also take current equipment directly to an Xfinity Store for the fastest swapping solution.
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