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OldMainframeGuy

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New Contributor III

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59 Messages

HBO MAX freezing

Is anyone else having issues watching HBO MAX through the Contour STB app with constant freezing and stalling?   I subscribe to two other streaming services (Netflix & Tubi) which do not have this problem; it's constant with HBO MAX.

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JulianN

Moderator

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335 Messages

Hello. Sorry to hear your having these issues on the HBO MAX app. I understand that can be frustrating and disruptive when watch programs. There are some steps to take if this is occurring. 

First let's clear the cache and cookie on the box by going to Settings->Privacy->Locally Storage Data. Clear the data.

    - Next, let's press "A" on the remote and perform "System Refresh"

    - Finally, let's then attempt to sign in again on the HBO MAX app. 
Hopefully this will solve your issue. If not, please let us know, and we can continue to troubleshoot. Thank you!


-Julian

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CurtB

Honored Contributor

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2.1K Messages

@JulianN   Thanks for not just telling OP to email you.  Recommendations posted in this forum could be helpful to others who may experience a similar issue now or in the future.

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OldMainframeGuy

New Contributor III

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59 Messages

@JulianN​ Apologies for not getting back to you sooner but this did not help at all.  I followed both procedures (clear data, system refresh).   HBOMAX still stalls and sputters to the point where it's almost unwatchable.  Interestingly it will sometimes go for a few hours without problems; other times, the problems are constant (every 3 or 4 minutes).   Do you have any other suggestions?

(edited)

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NicholeC

Moderator

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860 Messages

 

Thank you for trying the previous steps. I'm sorry to hear that didn't resolve the issue. Is this issue occurring on multiple boxes as well, or do you have on in particular that this is happening on?


-Nichole

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OldMainframeGuy

New Contributor III

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59 Messages

It happens on the TV set attached to the Contour box and on another set attached to the smaller "satellite" box.   Just as a sanity check I configured my main TV (Sony Bravia) to use the MAX app and have been watching MAX programming through the app and wireless Internet for a few days.   No problems whatsoever and since I only have this problem with MAX on the Contour box (other streaming sources have little to insignificant issues) it sort of smells like a bandwidth issue between Cox and MAX.   

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NicholeC

Moderator

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860 Messages

 

Thank you for these details. Please email us at cox.help@cox.com with your address and link to this forum so we can review further and assist with the next steps.

 

Thank you.
-Nichole

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m_evans

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YES and its maddening.  I have unplugged and discharged the box, same error APPS-xxxx.  Everything else works fine.  The satellite boxes work fine.  Just the main box where we want to watch The Pitt!  Oh and btw, I have been on hold with Cox Customer service for over 30 minutes.  There has to be a better option.

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