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Visitor

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1 Message

Sun, Jul 25, 2021 3:17 PM

HBO Max issues

I signed up for HBO Max about a month ago. I added it to both of my TVs. Watched it for a few days on both TVs. Noticed that it would not play on my bedroom TV. Now this morning, I went to watch HBO Max in the living room and I’m getting the same error, after watching it yesterday on the same TV. I use the Voice to Talk remote and just say “HBO Max” but I get an “Unexpected Error Occurred” and only have the option to “Restart HBO Max” or “Exit HBO Max.” 

Official Employee

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487 Messages

4 m ago

Hi, @user_60a688, can you give us a bit more information about what happens when you select restart HBO Max, does it go to the same screen or does something else happen? 

Visitor

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3 Messages

@XfinityChristina This same thing is happening to me. It'll try to load the HBO max app, say restore or close and when you click restore the screen just freezes on the HBO purple branding background.  

Official Employee

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302 Messages

I appreciate you reaching out to our forum with your questions about HBO Max, @thebassettsquad! That is one of my favorite streaming apps so I'd be frustrated if I was running into this issue. Have you tried uninstalling and reinstalling the app? Have you tried unplugging the TV and plugging it back in? Are you having issues with other apps or just this one?

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Visitor

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3 Messages

How do you uninstall from the flex? I saw on another forum that you can't uninstall from the flex. Thank you for your help! I've also unplugged and replugged the flex. I tried all the things lol!

Official Employee

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221 Messages

Hey, @thebassettsquad! You are correct, and cannot uninstall the HBOMax app in Flex. What I can do is send you a refresh signal, so it can update your services. You can also send yourself a signal via the Xfinity My Account app to see if it will restore your app. If you would like us to try, please send us a Peer to peer chat message with your name and complete address. I look forward to your reply.

 

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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

Contributor

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23 Messages

I am having this issue and just noticed it tonight because I want to watch Dune.  Here is a post I put elsewhere.  Anyone else having this issue tonight, 10/22/21?  I live in San Francisco.

HBOMax is not working tonight and I must watch Dune !

New Post - Tech Support

HBOMax now goes to the purple screen that says "Unexpected error encountered" and Restart or Exit HBOMax. Everything has been fine until I tried it tonight. I contacted chat and the chat person says it is a known issue and they are working on it. They say it started this week. I also tried to get to it through my Roku but the browser on my Mac said there are issues with connecting to HBOMax. I am suspect of the chat because I am not seeing any chatter in my area (San Francisco) about people having HBOMax issues on Xfinity ( I have bundle and HBO/HBOMax included). I have to believe there are many trying to watch Dune. Anyone else having this issue? Any advice, help? I will call them tomorrow if it is still an issue.

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