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user_2f2b09
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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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5 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

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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. 

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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

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@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
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5 days ago

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user_2f2b09

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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

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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

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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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

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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

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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

XfinityMartyR

Official Employee

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3.5K Messages

 

user_fom6oh Thank you for reaching out! Are you still getting the same error? I'm not seeing this being reported by our engineering team as an issue. 

 

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15 hours ago

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user_fom6oh

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@XfinityMartyR​ 

Yes Marty - still having same issue. HBO will not open when using SetTopBox. Fine on PC and IPhone though. All other apps like Peacock etc work fine on set top box. I've reset the Set Top Box several times, restarted the XFinity Router several times. Tried a System Refresh via XFinity Voice remote. It refused to refresh due to outages in my area. My Xfinity IPhone app showed no outages near me. When trying to access HBO the message appears very briefly, a few seconds, then closes immediately. Made sure HBO was not blocked by any parental controls and is marked active. There seem to be a good number users who were all impacted during the same weekend period. Not sure if there was some kind of upgrade done then or if there is any geographic connection. My address is [Edited: Personal Info] if that is worth anything. 

We'd really appreciate your help as my family primarily uses HBOMax for viewing to accommodate our work schedules and activities. My husband is addicted to cooking shows so he's getting a little twitchy. It sounds like their are a lot of others who are really missing it too!

Please let me know what might come next.

(edited)

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13 hours ago

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XfinityCliff

Official Employee

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446 Messages

Thanks @user_fom6oh for letting us know.  We're definitely keeping an eye on this.  

I can certainly understand how frustrating this has been, especially after all the troubleshooting you've already completed. We know how important HBO Max is for your household, and we can appreciate the urgency, particularly if your family relies on it for their favorite shows and viewing schedules.

While we don't have any new updates to share just yet, please know that your concerns have been documented and are actively under review. We understand the impact this is having on your family's viewing experience, and we're hopeful more information will be available soon.
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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12 hours ago

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user_fom6oh

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@XfinityCliff​  Per user_ 952kap in this thread - who talked to Advanced Support person who was able to track this issue down to being related to older set top boxes, which is why some had errors on 1 box, but not the other.  So it is known issue and she said their engineers are working on it and expect a solution by July 30th. Maybe we just need updated boxes for the older sets. Maybe left hand could talk to right hand at XFinity about resolution for the issue? Looking forward to an update soon. 

Thank you,

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6 hours ago

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XfinityAbby

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@user_fom6oh it sounds like updated boxes may be the answer to the solution right now. That is something that can be done right at the Xfinity store or we can ship new boxes to you if you would prefer that. 

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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6 hours ago

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user_75gpte

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1 Message

2 days ago

Ditto! Please fix ASAP!

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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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17 hours ago

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user_95k2ap

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3 Messages

14 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).

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user_3dzxdb

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1 Message

7 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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