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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willie_mctell

Contributor

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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.

1

XfinityAngie

Official Employee

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2.8K Messages

willie_mctell, I am sorry to hear you are still having trouble accessing HBO MAX. Have you swapped out your box? I would be happy to work with you on this.

Please send us a DM with your name and address.

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

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2 hours ago

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user_3q4som

Visitor

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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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user_1oqicz

Visitor

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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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user_2f2b09

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

willie_mctell

XfinityAngie

user_3q4som

user_1oqicz

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