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user_e1f0c8
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2 Messages

Sunday, September 11th, 2022 10:23 PM

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HBO max not loading on TV

We are HBO subscribers and are able to access HBO Max on our phones and iPads, and we can watch many shows through HBO max on our TV, BUT when we try to simply launch the HBO Max app or try to watch Sesame Street through the HBO Max app on our TV, it opens the purple HBO Max screen and then goes no further/freezes. We cleared our app cache as was advised in a previous post, but that has not resolved the issue. Any help is greatly appreciated. 

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2 years ago

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user_9ed2de

Visitor

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1 Message

3 years ago

Same problem - please help!

(edited)

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CCJay

Official Employee

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618 Messages

3 years ago

@user_e1f0c8

 

Thanks for bringing this to our attention and for doing what you can from home. Let's take a further look into this together. 

 

To send a direct message [private message]:

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user_dbfc9d

Visitor

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1 Message

3 years ago

I have the same problem

3

XfinityJeniece

Official Employee

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3.2K Messages

Hey there, thanks for reaching out through Xfinity Forums. We would be happy to help you with troubleshooting your HBO Max app. Are you only having issues when viewing on your TV box? Are you getting an error message? 

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

3 years ago

0

user_982530

Visitor

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1 Message

@XfinityJeniece​ 

We have the same problem.  Has this been resolved?

3 years ago

0

CCEdgardo

Problem Solver

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513 Messages

Hi there. Thank you for reaching out to us via our Forums. We will be more than happy to look into this issue for you. What troubleshooting steps have you taken?

I no longer work for Comcast.

3 years ago

0

jfichter

Visitor

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1 Message

3 years ago

I have 2 set to boxes one is the living room and one is the master bedroom. the living room box will not load HBO Max it just stays on the HBO MAX screen and does not load.

I did try going into settings -----> Privacy ---->Locally stored data and did a dat clear but I still cannot get the app to load even to a sign in screen.

Thanks for any help!

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Nukular

New Poster

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5 Messages

3 years ago

I am with you completely on this.  X1 box.  I get the three dots loading screen and then they go away and I'm stuck with "HBO MAX."  It goes no farther.  Please assist here.

1

CCAlicia

Contributor

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250 Messages

Hi @Nukular Thank you for taking the time to reach out to us through Xfinity forums! Yikes! How concerning! You have reached the right place for assistance! Are you still having issues with HBO MAX? 

I no longer work for Comcast.

3 years ago

0

Anon1023967

New Poster

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4 Messages

3 years ago

I am having the same problem.  We have 4 TVsm and HBO MAX loads on 2 of them - the kitchen and spare bedroom.  The gameroom (with the main box) and our bedroom TVs get the 3 dots which eventually go away and leave me with the HBO MAX screen,  Thanks in advance for researching 

2

Anon1023967

New Poster

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4 Messages

@Anon1023967​ To give a little more detail, I have cleared the cookies/cache and also performed a total system refresh.

3 years ago

0

CCJimmy

Problem Solver

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492 Messages

Hello @user_e1f0c8, thank you for reaching out to us! We will be happy to help with your HBO Max issue. I see your private message. I will send you a response shortly! 

I no longer work for Comcast.

3 years ago

0

Anon1023967

New Poster

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4 Messages

3 years ago

Just wondering why Xfinity employees reply stating this is the place to come and there aren't any solutions given.

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liliwings

Contributor

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81 Messages

3 years ago

I’m having the same issue.  Bern going on for weeks (that I’m aware of).   It’s absurd that comcast techs just say it’s on the HBO end and there is nothing comcast can do.  Why sell the product then?  

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tguser

Visitor

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2 Messages

3 years ago

I am also having the same problem any solution yet?

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Keefelc1

Visitor

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4 Messages

3 years ago

Please add me as also having the same problem accessing HBO Max on my main X1 box (XG1-P) in my living room.  What's odd is that I was able to to access the app on the smaller X1 box in my tv in my bedroom (Model PX032ANI).  I am also able to access HBO Max via my smart tv and my computer without any problems.

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XfinityLinda

Official Employee

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1.9K Messages

Hello, @Keefelc1! We are happy to assist with troubleshooting your HBO Max. Please provide your name and address to us via a Direct Message. We look forward to your message.

 

To send a Peer to peer chat:
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon or https://forums.xfinity.com/peer-to-peer-chat
 • Click the "New message" (pencil and paper) icon
 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
 •  - An "Xfinity Support" graphic replaces the "To:" line.
 • Type your message in the text area near the bottom of the window.
 • Press Enter to send it

 

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example. 

 

(edited)

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

3 years ago

0

user_a10942

Visitor

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1 Message

3 years ago

Just wondering if anyone has had a resolution to this problem yet?

2

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Keefelc1

Visitor

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4 Messages

@user_a10942​  When I checked last night, I'm still having the problem with the frozen app on the XG1-P box.  However, I continue to receive status reports to the service ticket from the Xfinity reps that they are still working on fixing this mysterious problem.

2 years ago

0

XfinityDemitrius

Official Employee

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1.9K Messages

Hey @user_a10942 ,

 

Thank you for taking the time to reach out to us through our Xfinity Community Support forums. What specific issues are you experiencing with launching HBOMax? Are you using the X1 platform, selecting content from the X1 menus to launch HBOMax? Do you also experience the same issues when you open HBOMax directly and navigate to the content? Please let us know at your next available convenience. 

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

2 years ago

0

user_2763d8

Visitor

 • 

2 Messages

2 years ago

Does anyone have a resolution to this? I am having the same problem and no one from Xfinity or HBO can seem to figure it out. It's incredibly frustrating. 

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