Hello, thank you for using Howly.
Could you please tell me when and how did the problem with HBO Max occur?
the problem started this morning. Last night we started watching the Sopranos and tried to start the next episode today and it will not play
Can you please tell what you tried already to solve the issue?
tried logging out of the app, turning off the tv for a minute didn’t work. Then got on google and added payment and tried again , still not working
Okay, noted
Can you try HBO Max on different device?
okay I’ll go try
it worked on a different device
I see, thank you for checking that!
Could you please specify what TV do you have? Brand and model, if possible.
Roku tv 4k
Hisense Roku TV
Noted, thank you.
Let's try to perform the most basic troubleshooting steps for now, to make sure we cover all of the possible problems.
First, let's ensure that your Internet connection works properly. To do that, please press the Home button on your Roku remote. Then go to Settings > Network > Check connection.
We did that and all is good
Noted. What about the updates, both for HBO Max app and your Roku TV?
where do you get the updates for those
Let's check the HBO Max app first:
Okay both the TV and HBO max is up to date
Very well! Were there any available updates to install or it was up to date already, sir?
It was up to date already
Ok, noted. Let's try something else, in that case.
I know you've tried signing out of the app again, but let's try that one more time, just in case. We'd have to restart Roku TV, as well.
Okay
Thank you! Let me know how it goes, please.
It worked thank you
That's great to hear, sir!
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