R

Visitor

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1 Message

Thu, Apr 29, 2021 9:25 PM

Closed

HBO Max

I have been having issues with HBO Max when I choose watch a movie, the HBO Max apps loads then it just turns black nothing happens. 

Visitor

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3 Messages

7 m ago

i am having the samething , when i go to HBO MAX ,  GO TO BLACK SCREEN 

XfinityAmir

Official Employee

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6.6K Messages

Hello all, are you trying to view this content on your cable box or via the HBO Max app on a portable device? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

Same issue, watching on HBO max app with xFinity box, I have checked with HBOmax support and they say its a xFinity issue

Official Employee

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2.9K Messages

Hi, . Please create your own post and we will be happy to help from there. Thank you!

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

Visitor

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3 Messages

I am having the same issue.  trying to gain access to HBOMax via xfinity app after the HBOMax screen, it will turn black.  I don't have this issue with Peacock

Visitor

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3 Messages

6 m ago

I am having the same exact issue.

Official Employee

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503 Messages

Hello, @user_94bc33, thank you for reaching out in our forum for help with your X1 app issues. I've been so happy to see all the added content this year, and HBO Max is definitely one of my favorite additions, so I can only imagine how you feel. I have your back and can definitely help out with this. Have you already attempted a hard reset of your cable box? Also, are you able to confirm if any other cable boxes are experiencing the same issue? 

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

Visitor

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1 Message

6 m ago

I choose a show or movie on HBO Max and it just goes back to the main HBO Max menu on my secondary receiver.

XfinityKorie

Official Employee

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482 Messages

Good morning, @SFHJP22. I hope you are doing well. :) Sorry to hear you are having HBO Max issues. Have you tried any troubleshooting yet on your end? Doing a reset of the box seems to fix most issues. 

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

Visitor

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5 Messages

6 m ago

Trying to connect to HBO Max on main tv (xfinity x1 box/dvr) - black screen - have previously watched on this tv. Same black screen in back bdrm - black screen where have previously watched. However, can connect to HBO Max on upstairs tv tonight. What is the problem???

Official Employee

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256 Messages

Hey there, @, thank you for taking the time to comment and let us know the issues you have been experiencing when trying to watch HBO Max. Have you attempted to troubleshoot the cable box using any of the above mentioned troubleshooting?

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

Visitor

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5 Messages

Thank you for this info - it worked! 
I hate seeing the xfinity advice to check your cables are plugged in & tight - never works!

BlueJeans07

Contributor

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113 Messages

6 m ago

I had the same problem on my main TV (with X1 box)  and found the answer in another post. Here is the link to that post.

https://forums.xfinity.com/conversations/x1/hbo-max-black-screen-after-password-change/60a97b0955a9ae45811242fb

And this is the super easy fix - Seems to be happening when you change your password in your HBO/MAX account,
then try to connect through Xfinity / hbo/max app. and go from purple screen/hbo-max to black screen insead of

giving you your code number to enter on the hbo/max web page. After cleaning cookies & Local Storage Data in

Xfinity settings, Xfinity will now be able to see your new "password" instead of the previous one.

1.  Press the "Xfinity" button (on your remote)
2.  Click on "Settings" (Gear Icon)
3.  Click on & scroll to "Privacy"
4.  Click on "Clear Cookies and Local Storage Data" 


New Poster

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4 Messages

OMG Thank you so much it worked!  Now why cant xfinity tell us to do that instead of telling us to restart our box which doesnt work.  

Visitor

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1 Message

@BlueJeans07 

Thank you!!  I've been on and off the phone and messenger with xfinity for 4 days now!  None of the reps could help and  all bewildered as to what the problem could be. 

This one post just fixed my issue! 

Visitor

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5 Messages

@BlueJeans07 Someone else told me to follow your advice - it worked! Thank you!

Visitor

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2 Messages

@BlueJeans07 Thank you so much! It worked! 

Visitor

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2 Messages

6 m ago

Down below is bluejeans07 follow that advise and it solves the problem.

Visitor

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2 Messages

6 m ago

Find bluejeans07 below this posting. Follow what they recommend. It solves the problem.

Visitor

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5 Messages

6 m ago

I’m having the same problem for several weeks now. I keep doing a hard reset and go through the xfinity website for a channel refresh and nothing gets fixed. It’s really frustrating

Visitor

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5 Messages

I can sympathize. Try going to your privacy settings thru the xfinity button on the remote & clear the cache. You’ll get a code on screen to input on your phone & then it should work. I had to do on both tvs I watch in different rooms. But, hopefully, will work for you. I’m glad someone posted earlier how to do this. Because, when I see the msg to do a reset, I just want to scream or blowup the xfinity box since it NEVER WORKS! 

lkpolovchik

Contributor

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309 Messages

5 m ago

That didn’t work for me. 

Visitor

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1 Message

5 m ago

I am having the same issue - This is on the TV Screen - the app on the IPAD works fine -

I  have done a hard reset to the Xfinity box - I have cleared the cookies - when I am on HBO Max - it gives me a code - then I go on HBO.com/tvsignin - it tells me I am already a member through Xfinity - I then get HBO - but when I choose a show - it takes me right back to the Sign In Screen again.  Why hasn't Comcast fixed this?  And HBO Max states it is an X-1 problem  HELLO!!!!! Comcast - what's up

Visitor

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2 Messages

2 m ago

Two days ago I had HBO Max and I know I pay for it but now it says can not verify your subscription and I have combed Xfinity and comcast website and sent same message to the ridiculous "assistent" and get nothing, this always make me wonder why I just don't go to ROKU and bag COncast, you can't call and they are the WORST at public relations, no way to resolve issues and I pay $300 a month for this!!!!

This comment has been converted into a post

Visitor

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2 Messages

2 m ago

This comcast is awful at customer service. HBO Max says can't verify subscription and I pay $300 a month for all channels on earth. No way to get this resolved except messages to an "assistant" who keeps repeating itself/. Should just go to Roku

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