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user_2f2b09
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6 Messages

Monday, July 20th, 2026 5:08 PM

Issue: HBO Max Error APPS-04036 on Set Top Box

I was able to access HBO Max through my set top box until the weekend of July 18-19. Since then, every attempt to open HBO Max on the box results in error APPS-04036.

I've confirmed the issue is isolated to the set top box:

  • I can log into Xfinity and access HBO Max through my computer's web browser
  • I can log directly into HBO Max on my computer and view shows without problems
  • The set top box is the only device where HBO Max fails

Troubleshooting Steps Completed:

  • Restarted the set top box
  • Refreshed the set top box
  • Cleared local data

None of these steps resolved the problem. What additional steps can I take to restore HBO Max access on my set top box?

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2 hours ago

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XfinityAngie

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2.8K Messages

5 days ago

 

user_2f2b09, thank you for reaching out to us through the Xfinity Forums. This is a great question, and thank you for sharing what you've already tried. Here are a few more suggestions. Let me know if you still need assistance. 
 

  • Check Other Streaming Apps

    • Try Peacock, Netflix, YouTube, or Paramount+.
    • If multiple apps fail, the issue is likely with the box rather than Max.

  • Sign Out and Reauthorize Max

    • If the Max app opens, sign out and sign back in.
    • If subscribed through Xfinity, verify the HBO/Max entitlement is active on the account.

 

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user_2f2b09

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6 Messages

How does someone sign out and reauthorize Max for the set top box?

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5 days ago

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XfinityAngie

Official Employee

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2.8K Messages

You should be able to go to the account on your main screen and sign out, then sign back in. 

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.
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5 days ago

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user_2f2b09

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I don't  understand what that means.

For the set top box I can press the Xfinity button on the remote.

This brings up a little menu on the bottom of the screen that includes a conversation bubble icon, a Guide menu, a Saved menu, On Demand menu, Search menu, Apps Menu, and gear icon

Below that menu, I can scroll down to other content, including something called Featured apps. HBO Max is in that list of apps. When I select HBO Max, it immediately tries to access the service and I get the APPS-04036 error code after a few minutes.

I'm still not sure how I'm supposed to sign out and reauthorize Max

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5 days ago

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XfinityFrank

Official Employee

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2.5K Messages

@user_2f2b09, sorry about that. On that error screen after trying to access the app, see if this works :


  • Press the Left arrow on your Xfinity remote to open the main sidebar menu.

 

  • Select the Settings (gear icon) in the bottom left corner.
  • Scroll all the way to the right and select Sign Out
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 as Best Answer.tick

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5 days ago

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user_2f2b09

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6 Messages

The error message only stays visible for a few seconds and then goes back to the Featured apps.

Pressing the Left arrow on the remote doesn't seem to do anything.

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5 days ago

user_2f2b09

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6 Messages

5 days ago

The error message only stays visible for a few seconds, and then returns to the Featured apps

Pressing the Left arrow button on the remote appears to do nothing

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user_95k2ap

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3 Messages

4 days ago

I am getting the same problem

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XfinityPeterH

Official Employee

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2.9K Messages

 

user_95k2ap  We are here to help and will be glad to work on troubleshooting with you. Please feel free to send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

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2 days ago

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user_yyhckz

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2 Messages

3 days ago

Me, too very frustrating. 

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user_yyhckz

Visitor

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2 Messages

Anyone from xfinity going to figure out a fix for this issue?

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3 days ago

user_fom6oh

Visitor

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4 Messages

3 days ago

Same story as user_2f2b09. No longer able to open HBO Max on set top  box recently/suddenly. Computer and IPhone can launch the app fine. I done most of the same steps, restart box, restart router, other items like making sure HBO was not locked under Parental controls. I tried to do a System Refresh using my XFinity Remote but got a message that couldn't be done as there was an outage in my area. My XFinity phone app says there are no outages near me. 

So XFinity, please help us get this set top box issue resolved. It's affecting a lot of people. I was using HBO everyday for my streaming needs - this is really bugging me and my family. 

7

user_75gpte

Visitor

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1 Message

2 days ago

Ditto! Please fix ASAP!

0

J_LaViola

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1 Message

2 days ago

Agreed. This is not a TV box issue, it smells like something else, more widespread to have so many users experiencing the same issue. Xfinity, please advise??

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user_95k2ap

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3 Messages

I think it is, because I can access via one TV box, but not the other.  Web access is also fine.

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13 hours ago

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user_95k2ap

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3 Messages

11 hours ago

An update:  talked with several support reps until I finally got an Advanced Support person.  She was able to track this issue down to being related to older set top boxes, which is why I had errors on 1 box, but not the other.  So it is know issue and she said their engineers are working on it and expect a solution by July 30th.  You all may want to log a complaint too (to get a billing credit for lost service).

2

XfinityAbel

Official Employee

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441 Messages

@user_95k2ap, thanks for keeping us updated. I can check in via DM after the 30th to ensure everything is working as expected.

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 as Best Answer.tick

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10 hours ago

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user_tw7li2

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@user_95k2ap​ Thank you.  This has been driving me crazy for several days.

How do I log a complaint?

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7 hours ago

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user_3dzxdb

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1 Message

4 hours ago

I have the same problem, that started at the same time as everyone else. Trying to enter HBO from the TV gets an APPS-04036 error. Other apps, like Netflix, are unaffected. I also tried all the same diagnostics, and can confirm that I only get the error trying to open HBO thru my Set Top Box. I finally decided this evening to buckle down and do something about it, and found this thread. I don't remember how long we have had our set top box, but it has been several years, for sure. I will check back later for follow up.

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