10 Common Max Problems & How to Fix Them

If you’ve been having issues with Max, formerly known as HBO Max, we want to show you how to fix some of the more common issues impacting the app.

In this guide we’ll help you figure out if Max is down. We’ll also help you solve networking issues, sign-in problems, and problems with the Max app.

Is Max Down?

If the Max starts crashing, you’ll want to check and see if the service is down. To do that, you can use DownDetector to see where people are currently having trouble using Max.

If you notice a large number of complaints, it’s probably a system-wide problem. At that point, you might want to get up and find something else to do while the company works to resolve the issues.

We also recommend checking in with the Max support account on Twitter to see if there is an outage or if it’s a problem on your end.

If there isn’t a major outage happening you might want to reset your Wi-Fi connection or try steaming via a cellular connection/mobile hotspot to see if that resolves the issue.

Fix Max Streaming Problems

Streaming issues (slow speeds, inability to stream a show, bad quality, etc) are common issues and there are a few remedies to try if video playback isn’t working.

If you’re having trouble streaming content on Max’s website, you’ll want to sign out of your Max account. Once you’ve got that done, clear your browser’s cache. You’ll find that in your browser’s Preferences/Settings.

Once you’ve cleared the cache, try signing in again to see if that’s resolved your streaming problems.

If you’re still unable to stream properly we recommend restarting your router because there’s a good chance the problems are related to your home connection.

Unplug your router for a minute and then plug it back in. If you’re using a mesh Wi-Fi setup like eero, make sure you unplug that too.

At this point we highly recommend running a Speedtest to make sure your speeds are good enough to handle steaming HD/SD content. Steaming content from Max requires a minimum download speed of 5 Mbps.

If this doesn’t work, close all of your applications and shut down your computer. Unplug the router for another minute, plug it back in, and fire up your computer again.

If you’re having trouble streaming via the Max app, here are a few things to try.

In most cases, it’s probably your connection. Again, you need a minimum download speed of 5 Mbps to steam via the Max app.

The app will adjust the quality of the content you’re watching based on your connection speed. So if it’s slow, you might see a lower quality or, in some cases, nothing at all.

The first step is to check your connection by running a Speedtest. If you notice something out of the ordinary (or even if you don’t) try restarting your router.

If you’re streaming via a cellular connection you’ll want to move to a better service area if you can.

If that doesn’t help, try restarting the app and/or the device you’re streaming from. You might also try using a wired connection if one is available.

Running an ethernet cable to your Xbox or PlayStation directly from the router could help improve your network speeds.

If your router is old, you might want to look into buying a new one. A newer, faster model could help mitigate these issues.

Fix Max Sign In Problems

If you’re having trouble remembering which email address you use to sign into Max, you should get in contact with Max customer support.

If you’re unable to sign in on your computer, try signing in on your phone to make sure it’s unrelated to your account/subscription. If the sign in problems are limited to your computer, here’s what you can try:

First, try and login with another browser. So, if you use Chrome on your Mac, try Safari.

If that doesn’t work, try clearing your browser’s cookies. Once you do that, restart your browser and try signing into Max again.

If that doesn’t help, clear your browser’s cache.

Fix Max App Problems

If you’re having issues with the Max app on an iPhone, iPad, Android phone or tablet, Xbox, or PlayStation, here’s how to fix most problems.

First, make sure your Max app is up-to-date. The company is constantly refining the app with bug fixes for lingering problems and there’s a good chance the latest version will resolve your issue.

We also recommend installing the latest software update for your device. In the case of the iPhone, that means updating to the latest version of iOS. If you own an Android device, the latest version of Android for your device.

If you’d prefer not to update, or if the issue is affecting you on the latest version, close the app and reopen it. This has worked for us many times in the past. If this fails, restart your phone, tablet or console.

If this doesn’t work, try re-installing the application, Delete it from your phone, tablet or console and download it from the appropriate store.

Fix Max No Video Problems

If you’re trying to watch a show and you get sound, but no video, there’s a good chance the issue is related to your Wi-Fi or cellular data speeds. If your speeds are extremely slow you might not see anything on the screen.

First, check your connection to make sure it’s fast and stable enough to handle Max content. If your connection checks out, here are a few other things to try.

If you’re not seeing video on your computer, try closing all of your applications and restarting. If you aren’t seeing any picture on the screen on your phone, tablet or console, restart the app and/or your device.

Fix Max Sound Problems

If you’re getting video but no sound when watching Max content, you’ll first want to make sure your device’s volume isn’t muted.

If the volume toggle is up and your speaker are playing nice with other apps and services, try restarting the app. If you’re watching on your computer, sign out and close your browser. Sign in again.

If that doesn’t work, make sure your device has been updated to the latest software. If an Xbox system update is available or  a new iOS update is ready to download, try installing those to see if that helps.

If you’re on a PC, you should also make sure you’re running the latest audio drivers.

Fix Max HDCP Error

In the rare event you see an HDCP (High-bandwidth Digital Content Protection) error popup when using Max, try this.

First, check to make sure all of your cables are hooked up properly. If you’re on a PC, make sure your video drivers are currently up-to-date. If you’re running an AMD graphics card, head here. If you’re using an NVIDIA graphics card, go here.

If you’re trying to stream on a mobile device, close and reopen the Max application.

If you’re watching content on a PC, close your browser. Reopen the browser, avoid using incognito mode, and try signing into Max.

Fix Max Password Problems

If you need to reset your Max password you can request to create a new one. Once the request is made an email to reset your password should appear in your email a few minutes later.

If you still don’t see a Reset Password email in your inbox, there’s a chance your Max account might not have an email address associated with it. If that’s the case you’ll need to add an email and password to your account.

Fix Max Service Error Issues

Max “Service Error” issues are fairly common. If you start noticing this problem, here are a few things you should try before getting in contact with customer service.

First, you’ll want to make sure you’re running the current version of the app. Head to the App Store or Google Play Store and check for an update. If an update is available, download it to your device.

If you’re running the latest version, try closing the app and restarting your device.

If it’s still not working, you’ll want to narrow down the culprit. To do this, you’ll want to try another show or movie to determine if the problem is limited to the content you’re currently watching or if it’s a bigger issue.

If the issue is limited to a specific show, you’ll want to get in contact with Max.

If that doesn’t work, you’ll want to reset your connection. Unplug your router/modem for a minute and then plug back in. Now open up Max and try again.

If you still can’t get by the service error, you’ll want to get in touch with customer support.

Fix Max “Not in Service Area” Issue

If you notice a “Not in Service” message when trying to watch content in Max, you might have an issue with your IP address.

Max is currently limited to the United States, Latin America, and the Caribbean. There’s a chance your IP address has been identified as being outside one of these regions.

The first thing to do is to turn off the device using Max. Once it’s off, reset your modem/router. Plug back in and start up your device again.

If you use a VPN or web proxy you’ll want to try disabling it to ensure your IP address isn’t blocked.

If it still isn’t working, you’ll want to get in touch with customer support and give them your internet service provider (ISP) and your IP address.

You can find your IP address right here.

Max on Older Apple TV’s

Max doesn’t support second and third generation Apple TV models. This is permanent and we won’t see support come down the road.

The only way to access Max on an Apple TV is via newer models like the Apple TV‌ HD and ‌Apple TV‌ 4K.