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cindy_h

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Thursday, December 30th, 2021 5:33 AM

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HBO Max doesn't fully open on my Contour, even though Netflix and Disney+ work fine.

The HBO Max app opens to each show site, but the selected episode won't open on Contour.  An error message pops up to contact my provider, which I did.  Cox told me to contact HBO Help, which again told me to contact Cox.  Aaagh!  I can access HBO Max only thru Fire TV stick, but Contour would be more convenient.  Thanks for any ideas!

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4 years ago

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CrystalS

Former Moderator

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440 Messages

4 years ago

Hello @Cindy H,

I am so very sorry to learn of your HBOMax troubles and I'd like to help. We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address and the error message with a link to this thread so we can get started. We look forward to speaking with you on this matter.

Crystal S.
Cox Support Forum Moderator

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Bruce

Honored Contributor III

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5.7K Messages

4 years ago

Just stabs in the dark, but Max limits to 3 simultaneous streams.  It's unlimited for devices being logged in and browsing but only 3 streams.  You could also trying logging out of Max on Contour...clearing your cache on Contour...then logging in again.  Then, 1 step at a time, reboot Contour...reset Contour via Cox account...call Cox to re-provision your TV service.

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cindy_h

New Contributor

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5 Messages

Thanks for your ideas, Bruce.  Three separate people at Cox contacted me - and rebooted Contour and the modem but were unable to fix the problem.  My other streams such as Netflix and Disney+ work fine on Contour, but not HBO Max.  I also uninstalled and reinstalled HBO Max, but no difference.  Unfortunately I'll just have to keep switching to Firestick remote.  Disappointing, but thanks again.

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4 years ago

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CrystalS

Former Moderator

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440 Messages

Hello @Cindy H,

I am so very sorry to learn of your HBOMax app troubles and I'd like to help. If you are subscribed to our cloud DVR service, you always have the liberty to swap the box out and see if the HBOMax app works better on a different box. This way you can inform us if the issue is with the app or the box.

Crystal S.
Cox Support Forum Moderator

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4 years ago

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Bruce

Honored Contributor III

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5.7K Messages

This seems to be a trend with reps & techs being unable to resolve issues with TV service.  Of all services, it should be the easiest to fix.

After each reinstall, you do the code thing on the Max website?

Do you have a traditional cable-box connected to a coaxial cable or the Wireless 4K Contour Stream Player connected to the Panoramic?

I reads like it works fine until viewing.  Viewing could be an issue with a Content Delivery Provider/Network (CDN).  CDNs are regional.  For example, instead of millions of  viewers watching a show from an HBO server, HBO either contracts to a third-party (CDN) to distribute throughout the US or HBO has their own CDN.

Perhaps a mod could verify if this is an issue.

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4 years ago

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cindy_h

New Contributor

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Hi Bruce,  I believe I have a traditional cable box.  Yes, I did do the code thing on Max website when I reinstalled.  Cox gave me a case #, so I'm HOPING they'll get back to me with a solution. (??)

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4 years ago

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Bruce

Honored Contributor III

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5.7K Messages

I think it's a problem with the HBO permissions in your Cox account.  Cox may need to remove your permissions then reinstall 'em.

When you install the app on Contour with the code(s), HBO and Cox "handshake" your permissions.  However, when your Contour requests programming and HBO responds, Cox replies to HBO with an invalidation.  HBO then responds to you with a generic error to contact "your provider"...a message for any subscriber with any provider.  Nobody is asking you to subscribe.

I understand you have an open ticket, but you could also send an email to cox.help@cox.com with the following to expedite:
 - Full Name
 - Complete Address
 - URL of This Post

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4 years ago

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