Forum Discussion

cindy_h's avatar
cindy_h
New Contributor
3 years ago

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 t...
Bruce's avatar
Bruce
Honored Contributor III
3 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.

  • cindy_h's avatar
    cindy_h
    New Contributor
    3 years ago

    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.

    • CrystalS's avatar
      CrystalS
      Former Moderator
      3 years ago
      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
    • Bruce's avatar
      Bruce
      Honored Contributor III
      3 years ago

      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.

      • cindy_h's avatar
        cindy_h
        New Contributor
        3 years ago

        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. (??)