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user_fc914b
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2 Messages

Wednesday, November 30th, 2022 6:50 AM

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HBO MAX STUCK ON LOGO

All my apps are working on my xfinity apps except HBO MAX it will load then stop and get stuck with a purple screen and the HBO MAX logo it won’t go any further. I have tried everything. Plugging out the tv  , plugging out the cable box , restarting the router and plugging it back out and in. Check parental , even deleting the local cache. NOTHING ! 

Can someone help me ?

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2 years ago

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CCJessie1

Retired Employee

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5.9K Messages

2 years ago

@user_fc914b 

Welcome to the Xfinity Forum and thank you for posting your question here. When attempting to access the HBO Max app, are you doing so through an app on your Xfinity X1 equipment, through an app on a third-party device (Roku, Amazon Fire Stick, etc.) or on an app directly on your TV? This information will help us better understand your issue and how best to solve it. 

We look forward to hearing back from you. 

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user_fc914b

Visitor

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2 Messages

@XfinityJessie​ Hello, the app directly on my tv using xfinity x1 box

2 years ago

0

CCChe

Official Employee

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6.9K Messages

Thank you for verifying, @user_fc914b. Can you press and hold the "microphone button" on your remote, say “System Refresh”, then click on "Refresh Now." Once the box comes back up, please let me know if the HBO Max logo button still appears to be stuck.  

I no longer work for Comcast.

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

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eal

Visitor

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1 Message

I am a different user, I have tried the above, it did not help (using the xfinity box, having the same problem, did what you suggested, no good). HBOMax is working fine on my laptop and phone app, has worked fine on Xfinity up until the last handful of days.

2 years ago

0

CCMike1

Official Employee

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933 Messages

We might need to send a refresh to your box. Can you send me a direct message with your name and address?

I no longer work for Comcast.

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_c7f87b

Visitor

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1 Message

2 years ago

I have been having the same issues as the other users and have tried all the suggested fixes with no luck. Has this issue been resolved for anyone?

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TedAB

Visitor

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1 Message

2 years ago

I am having the same issue. I have tried the above “system refresh” and still nothing. 

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XfinityKei

Official Employee

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1.1K Messages

Hi @TedAB Thanks for letting us know you're having an issue with HBO Max as well. How are you accessing HBO Max? Through your cable box? Does this happen with any other device such as your phone, tablet etc.? 

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

fergs25

Visitor

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1 Message

2 years ago

We are having the same issue.  Did the refresh system but it didn't work.  It works on the main tv but not on the others.

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CCChe

Official Employee

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6.9K Messages

Thank you for letting us know the system refresh didn't work @fergs25. I'd be happy to complete additional troubleshooting on my end to help get this resolved. To get started, can you please send a direct message with your name and service address to "Xfinity Support"? You can do this by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat. 

I no longer work for Comcast.

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

Mr_Kludge

Contributor

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143 Messages

2 years ago

As far as I have been able to determine the frozen  HBO Max on X1 (and possibly Flex) issue can only be remedied but swapping your box. Super lame for what is probably a minor issue that should be able to be corrected with a reset. I have one that is afflicted and I don't know for how long. I discovered it when I found that Vudu was not working on any of my boxes. Thankfully Vudu is back working now.

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