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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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11 minutes ago

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willie_mctell

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28 Messages

2 days ago

I have been unable to launch the HBO Max app since about the same time the original poster reported.  I get the same error code other users have reported.  I'm able to watch the cable version of HBO as well as the On Demand version of the cable channel.  None of the other streaming apps I subscribe to through my cable box have this problem.  I've tried all of the standard fixes without success.  Like others I would prefer to receive the services I'm subscribed to.  This is making me seriously consider dropping Xfinity for TV and going with a streaming device.  Judging by the volume of posts on this topic I'm pretty convinced that this is a system wide problem and not related to individual equipment or authentication problems.  I'd appreciate a quick fix.  

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user_3q4som

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2 Messages

2 days ago

Same goes for me. As of the weekend of July 17/18 I cannot access HBO Max on my television and am getting error code 04036. None of the suggested fixes have helped. I don't want to pay for a service I am not receiving so the next step for me will be to cancel the service, which is a shame because I really enjoy some of the shows.

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XfinityAdrienne

Official Employee

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2.1K Messages

Hey there, @user_3q4som! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with attempting to access HBO Max App. Are you still having troubles accessing the App? If so, can you share with us any troubleshooting steps you have taken?

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 hours ago

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user_3q4som

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2 Messages

Hello,

Unfortunately, yes, I am still unable to launch HBO/MAX. I subscribe through Xfinity and only view HBO/Max on my TV (not my computer or phone). I logged into my Xfinity account online and followed the trouble-shooting instructions provided for error code APPS-04036. I checked the parental settings. I disconnected the TV box and waited 20 seconds before connecting it again. I had Xfinity do a system refresh from a link they sent to my phone. When I try to access MAX the error message only appears for a few seconds before it goes back to regular cable so it doesn’t give enough time to press anything on my remote control. I also do not have a way to uninstall and reinstall the app. I can see on this forum that many people are experiencing the exact same issue, all starting around the same time frame of the July 18 weekend so something must have happened to cause this.

 

Thanks for any help you can provide.

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21 minutes ago

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XfinityAdrienne

Official Employee

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2.1K Messages

Oh man, thank you so much for sharing those details and reaching back out to us @user_3q4som! I would be more than happy to dive into the account specifically and further troubleshoot with you. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  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.

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

Like

Reply

11 minutes ago

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user_1oqicz

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1 Message

2 days ago

I have the same issue. I went through the all the troubleshooting steps on the Xfinity app (resets, etc) to no avail and Xfinity eventually had to call me.  I was told by the agent that this is a known issue and that Xfinity is working to resolve it. She told me I would get a credit for the time I wasn't able to access the app. She registered me to get notified when the error is fixed. This was Sunday (7/26), and as of today, Tuesday, there has been no fix.  I am surprised that Xfinity employees responding here are unaware of the issue that the Xfinity technician told me the service was having.  Get your act together Xfinity and provide updates.  

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