Troubleshoot the Max app or Max.com

If Max freezes or doesn't work as expected, try the solutions below.

Choose the device you're using:

If Max isn't working as expected, try the following solutions. You may need to try more than one solution to fix the issue.

Update your software
Update Max
  • Android: Open the Play Store on your Android device and search for Max. If an app update is available choose Update.
  • iOS: Open the App Store on your Apple device and search for Max. If an app update is available choose Update.
  • Amazon Fire tablet: Open the Amazon Appstore on your Fire tablet and search for Max. If an app update is available, choose Update.
Update your device software
  • Android: Open Settings, then choose System > Software Update (steps vary based on your Android version).
  • iOS: Open Settings, then choose General > Software Update.
  • Amazon Fire tablet: Open Settings, then choose Device Options > System Updates.

Once updated, try using Max again.

Test your connection speed

Here's how to test your internet connection speed:

  • Android: Download an Internet speed test app from the Google Play Store and test your connection speed.
  • iOS: Download an Internet speed test app from the Apple App Store and test your connection speed.
  • Amazon Fire tablet: From the Home screen on your Fire tablet, swipe down and then select the wireless icon. Tap the network that you're connected to and check the signal strength and link speed.

to stream HD video, ou need a minimum download speed of 5 Mbps. If videos are buffering, go to Max buffers or pauses.

Cellular connection? If you're using a cellular data connection, try connecting to a wireless network and then try using Max again.

Sign out and restart your device
  1. Sign out of Max. To do this, choose your profile and then Sign Out.
  2. Hold down the power button until you're prompted to power off your device (turn the device off instead of putting it in sleep mode).
  3. Wait 10 seconds and then turn your device back on.
  4. Open Max, sign in, and try using the app again.
Android or Amazon Fire: Clear cache

Try clearing the Max cache:

Android phone or tablet
  1. Open Settings and search for Max.
  2. Choose Max from the search results.
  3. Choose Storage & cache or Storage (depending on your Android OS version).
  4. Choose Clear cache.
  5. Choose Clear storage or Clear data (if available).
  6. Open Max, sign in, and try using the app again.
Amazon Fire tablet
  1. Go to Settings > Apps & Games > Manage All Applications.
  2. Choose Max from the list of apps.
  3. Choose Force Stop.
  4. Choose Clear Cache.
  5. Choose Clear Data.
  6. Open Max, sign in, and try using the app again.

Note Only available in Brazil and Mexico.

Delete and reinstall Max

Delete the Max app from your phone or tablet and install it again from the app store. Then open Max, sign in, and try using the app again.

For the best streaming experience at max.com, we recommend using a supported browser:

  • The latest version of Google Chrome or Firefox
  • The latest version of Microsoft Edge
  • Safari version 13 or later

If max.com isn't working as expected, choose the browser you're using:

Google Chrome

You may need to try more than one solution to fix the issue.

Update your browser
  1. In Google Chrome, choose the Menu icon three vertical dots (top right).
  2. Choose Update Google Chrome (if available) and then Relaunch.
  3. Go back to max.com and try watching something.
Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to Max buffers or pauses.

Try an incognito window
  1. In Google Chrome, choose the Menu icon three vertical dots (top right) and then select New Incognito Window.
  2. Go to max.com, sign in, and try watching something.

If you can stream in an incognito window without issue, try the following:

Sign out and restart your computer
  1. At max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Google Chrome.
  3. Go back to max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Firefox, Microsoft Edge, or Safari).

If you don't have any problems streaming with a different browser, check your browser configuration:

For more help, go to Google's Troubleshoot Chrome crashes article.

Microsoft Edge

You may need to try more than one solution to fix the issue.

Update your browser
  1. In Microsoft Edge, choose the Menu icon (top right, three horizontal dots) > Settings > About Microsoft Edge.
  2. If an update is available, choose Update.
  3. Go back to max.com and try watching something.
Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to Max buffers or pauses.

Try an InPrivate window
  1. In Microsoft Edge, choose the Menu icon (top right, three horizontal dots) and then select New InPrivate Window.
  2. Go to max.com, sign in, and try watching something.
Sign out and restart your computer
  1. At max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Microsoft Edge.
  3. Go back to max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Chrome, Firefox, or Safari).

If you don't have any problems streaming with a different browser, check your browser configuration:

  • Make sure third-party cookies are enabled
  • Disable ad-blocking software
  • Turn off browser extensions
  • Clear cache and cookies (the next solution)
Clear cache and cookies
  1. In Microsoft Edge, choose the Menu icon (top right, three horizontal dots) and then select History.
  2. On the left, choose Clear browsing data (trash can icon).
  3. From the Time range drop-down, select All Time.
  4. Choose the Cookies and other site data and Cached images and files check boxes, then select Clear now.

For more help, go to Microsoft Edge isn't working.

Firefox

You may need to try more than one solution to fix the issue.

Update your browser
  1. In Firefox, choose the Menu icon 3 horizontal lines (upper right) and choose Settings.
  2. Type update in the search box.
  3. Choose Check for updates.
  4. If an update is available, download it.
  5. Go back to max.com and try watching something.
Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to Max buffers or pauses.

Try a private window
  1. In Firefox, choose the Menu icon 3 horizontal lines (upper right) and then select New private window.
  2. Go to max.com, sign in, and try watching something.

If you can stream in a private window without issue, try the following:

Sign out and restart your computer
  1. At max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Firefox.
  3. Go back to max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Chrome, Microsoft Edge, or Safari).

If you don't have any problems streaming with a different browser, check your browser configuration:

For more help, go to Mozilla's Troubleshoot Firefox article.

Safari

You may need to try more than one solution to fix the issue.

Update your browser

To keep Safari up to date, make sure that your Mac is running the latest version of macOS. Safari will be updated when you update your Mac. For more info, see Apple’s Update macOS on Mac article.

Test your connection speed

To do this, open a new browser window and search for 'Internet speed test.' Then, run a speed test.

To stream HD video, you need a minimum download speed of 5 Mbps. If videos are buffering, go to Max buffers or pauses.

Try a Private Window
  1. In Safari, go to the File menu and choose New Private Window.
  2. Go to max.com, sign in, and try watching something.

If you can stream in a private window without issue, try the following:

Sign out and restart your computer
  1. At max.com, choose your profile and then choose Sign out.
  2. Restart your computer and open Safari.
  3. Go back to max.com, sign in, and try watching something.
Try a different browser

Try using a different supported browser (Chrome, Firefox, or Microsoft Edge).

If you don't have any problems streaming with a different browser, check your browser configuration:

For more help, go to Apple's Safari doesn’t work as expected article.

Display resolution

The highest resolution supported at max.com is 1080p. If your display resolution is greater than 1080p, videos might not play in full screen or may be clipped off. To fix this, try changing your screen resolution.

If Max isn't working as expected, choose the device you're using:

AirPlay

For help with AirPlay, go to AirPlay Max to your TV.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Amazon Fire TV

You may need to try more than one of these solutions to fix the issue.

Note Only available in Brazil and Mexico.

Check for updates

First, make sure the Max app and your Fire TV are up-to-date.

  • Max app: On your Amazon Fire TV, highlight the Max tile and then press the Menu button on your remote (button with three lines). In the lower-right corner, choose More Info > Update.
  • Amazon Fire TV: On your Amazon Fire TV, go to Settings > My Fire TV > About > Check for System Update.

Then, open Max and try using the app again.

Check your internet connection

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause. To check your connection:

  1. On your Amazon Fire TV, go to Settings > Network.
  2. Press the Play button on your remote to check your connection.

You can also download an Internet speed test app from the Amazon Appstore and test your connection speed. To stream HD video, you need a minimum download speed of 5 Mbps. (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your devices
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Go to the Home screen on your Amazon Fire TV, choose Settings > My Fire TV > Restart.
  3. Open Max, sign in, and try using the app again.
Clear app cache and data
  1. On your Amazon Fire TV, go to Settings > Applications > Manage Installed Applications.
  2. Choose Max from the list of apps.
  3. Choose Force Stop.
  4. Choose Clear Cache.
  5. Choose Clear Data.
  6. Open Max, sign in, and try using the app again.
Uninstall and reinstall Max
  1. On your Amazon Fire TV, go to Settings > Applications > Manage Installed Applications.
  2. Choose Max from the list of apps and then Uninstall.
  3. Reinstall the Max app from the Amazon Appstore.
  4. Open Max, sign in, and try using the app again.

For more help, go to Fire TV Support.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Android TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your Max app and Android TV are up-to-date:

  • Max app: On your Android TV, highlight the Max app, then press and hold the Select button, and choose View Details > Update.
  • Android TV: On your Android TV, go to Settings > System > About > System update > Check for update.

Then, open Max and try using the app again.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

Download an internet speed test app from the Google Play Store and test your connection speed (or test your download speed on a computer connected to the same network as your Android TV. To do this, open a browser and search for 'Internet speed test').

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your device
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. On your Android TV, go to Settings > About > Restart > Restart.
  3. Open Max, sign in, and try using the app again.
Clear app cache and data
  1. On your Android TV, go to Settings > Apps.
  2. Choose Max from the list of apps.
  3. Choose Clear cache.
  4. Choose Clear data.
  5. Open Max, sign in, and try using the app again.
Uninstall and reinstall Max
  1. On your Android TV, go to Settings > Apps and choose Max.
  2. Choose Uninstall.
  3. Go to Apps and find Max.
  4. Choose Max and then Install.
  5. Open Max, sign in, and try using the app again.

For more help with your Android TV, go to Android TV help.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Apple TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your Max app and Apple TV are up-to-date.

  • Max app: Go to the App Store and search for Max. If there's an app update available, choose Update.
  • Apple TV: On your Apple TV, navigate to Settings > System > Software Updates > Update Software.

Then, open Max and try using the app again.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

Download an Internet speed test app from the Apple App Store and test your connection speed (or test your download speed on a computer connected to the same network as your Apple TV. To do this, open a browser and search for 'Internet speed test').

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your Apple TV
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Restart your Apple TV by navigating to Settings > System > Restart.
  3. Open Max, sign in, and try using the app again.
Delete and reinstall Max
  1. From the Home screen, highlight the Max app.
  2. Press and hold the Touch surface for two seconds and then press the Play/Pause button.
  3. Choose Delete.
  4. Open the App Store on your Apple TV.
  5. Find the Max app and choose Install.
  6. Open Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Chromecast

For help with Chromecast, go to Chromecast Max to your TV.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Claro Box TV (Brazil only)

You may need to try more than one of these solutions to fix the issue.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

Test your download speed from a computer on the same network as your Claro Box TV. To do this, open a browser and search for 'Internet speed test'.

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your Claro Box TV
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Unplug your Claro Box TV.
  3. Wait 20 seconds and turn your device back on.
  4. Open Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

LG TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your Max app and LG TV are up-to-date.

  • Max app: Press the Home button on your LG TV remote, then choose LG Content Store > Apps > My Apps, then choose Max and Update.
  • LG TV: Press the Settings button on your LG TV remote, then choose All Settings > General > About this TV > Check for updates.

Then, open Max and try using the app again.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

Test your download speed from a computer on the same network as your LG TV. To do this, open a browser and search for 'Internet speed test.'

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your LG Smart TV
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Unplug your LG TV.
  3. Wait 20 seconds and plug your TV back in.
  4. Open Max, sign in, and try using the app again.
Delete and reinstall Max
  1. Press the Home button on your LG remote.
  2. Press and hold the Select button (D-pad center) to enter edit mode.
  3. Find Max, then press D-pad up and choose the X above the app.
  4. Choose Yes to confirm.
  5. Reinstall Max (Open the LG Content Store and install Max).
  6. Once reinstalled, choose Launch, then sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

PlayStation

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your Max app and PlayStation console are up-to-date.

  • Max app: On your PlayStation, highlight Max and press the Options button on your controller, then Check for Update.
  • PlayStation console: On your PlayStation, go to the Settings menu and choose System Software Update.

Then, open Max and try using the app again.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause. To test your connection speed:

  1. On your PlayStation, go to Settings > Network.
  2. Then do one of the following:
    • PlayStation 4: Choose Internet Connection Test.
    • PlayStation 5: Choose Connection status > View connection status > Connection speed.

To stream HD video, you need a minimum download speed of 5 Mbps. PlayStation 5: 50+ Mbps is recommended for 4K video.

Check the status of the PlayStation service on the PlayStation status page. For more help, go to Max buffers or pauses.

Sign out and restart your PlayStation
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Turn your PlayStation console off.
  3. Wait 20 seconds and turn your PlayStation back on.
  4. Open Max, sign in, and try using the app again.
Delete and reinstall Max

PlayStation 4

  1. From the XMB home menu on your PlayStation, go to TV/Video Services.
  2. Highlight Max and then press the Options button on your controller.
  3. Choose Delete.
  4. Reinstall Max (go to the PlayStation Store and download Max).
  5. Open Max, sign in, and try using the app again.

PlayStation 5

  1. From the Media home menu on your PlayStation 5, highlight Max and then press the Options button on your controller.
  2. Choose Delete then OK.
  3. Reinstall Max (go to All Apps and download Max).
  4. Open Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Roku

You may need to try more than one of these solutions to fix the issue.

Check your internet connection

Press the Home button on your Roku remote. Then go to Settings > Network > Check connection. To improve your wireless connection, go to Tips for improving your wireless Roku connection.

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Check for updates

First, make sure your Max app and Roku are up-to-date.

  • Max app: On your Roku, use the direction pad to highlight the Max channel. Press the Star button (*) to check for an update.
  • Roku: On your Roku, go to Settings > System > Software update > Check now. This will install software updates for your Roku streaming device and your channels.

Then, open Max and try using the app again.

Sign out and restart your Roku device
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Do one of the following:
    • Roku streaming player: Go to Settings > System > System restart.
    • Roku TV: Go to Settings > System > Power > System restart.
  3. Open Max, sign in, and try using the app again.
Unplug your Roku device
  1. Unplug your Roku streaming player or Roku TV.
  2. Wait 20 seconds and then plug your device back in.
  3. Open Max, sign in, and try using the app again.
Delete and reinstall Max

If your Max subscription was not purchased through Roku, try removing and adding the Max channel using the steps below:

  1. On your Roku, highlight the Max channel and press the Star button (*).
  2. Choose Remove app.
  3. Choose Remove to confirm.
  4. Restart your Roku streaming player or Roku TV.
  5. Search for Max in the Streaming Store.
  6. Choose Add app.
  7. Open Max, sign in, and try using the app again.

Note If you're subscribed to Max through Roku and your subscription is active, you can't remove the Max channel.

Play something from the Home screen
  1. From the Roku Home screen, go to Search.
  2. Search for a Max series or movie (e.g. The Flight Attendant or Tokyo Vice).
  3. Choose Max from the search results to open the app.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Samsung TV

You may need to try more than one of these solutions to fix the issue.

Check for updates

First, make sure your Max app and Samsung TV are up-to-date.

  • Max app: Press the Home button on your remote, then choose Apps > the Settings icon cog (lower left) > Updates.
  • Samsung TV: Press the Home button on your remote, then navigate to the Settings icon cog (lower left). Choose Support > Software Updates > Update Now.
    Update option unavailable? Turn your TV off and back on. Then try the steps again.

Then, open Max and try using the app again.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause.

Test your download speed from a computer on the same network as your Samsung TV. To do this, open a browser and search for 'Internet speed test.'

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your Samsung TV
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Hold the power button on your Samsung TV remote until your TV turns off and back on again.
  3. Open Max, sign in, and try using the app again.
Clear app cache and data

Some Samsung TVs have an option to clear app cache and data. Try the following steps:

  1. Press the Home button on your Samsung TV remote, then navigate to the Settings icon cog (lower left).
  2. Choose Support (if needed) and then Device Care.
  3. Choose Manage Storage.
  4. Find Max and choose View Details.
  5. Choose Clear cache.
  6. Choose Clear data.
  7. Open Max, sign in, and try using the app again.

Note Clear app cache and data are not available on all Samsung TVs and the steps may vary depending on your TV model. For more info, go to samsung.com/support.

Delete and reinstall Max
  1. Press the Home button on your Samsung TV remote.
  2. Choose Apps and then the Settings icon cog (lower left).
  3. Use the navigation keys on your remote to highlight Max.
  4. Choose Delete.
  5. Search for Max.
  6. Select Max and choose Install.
  7. Once installed, choose Run, sign in, and try using the app again.

These steps may vary depending on your Samsung TV model. For more info, go to samsung.com/support.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Sony TV

If you have a Sony TV with Android TV built-in, try the Android TV steps above.

Totalplay TV (Mexico only)

You may need to try more than one of these solutions to fix the issue.

Test your connection speed

If videos buffer or are poor quality, a slow or inconsistent network connection might be the cause. To test your network connection:

Test your download speed from a computer on the same network as your Totalplay TV. To do this, open a browser and search for 'Internet speed test.'

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your Totalplay TV
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Unplug your Totalplay TV.
  3. Wait 20 seconds and turn your device back on.
  4. Open Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.

Xbox console

You may need to try more than one of these solutions to fix the issue.

Check the Xbox service status

Check the status of Max and the Xbox service on the Xbox Status page.

Check for updates

Make sure your Max app and Xbox console are up-to-date.

  • Max app: On your Xbox, go to My games & apps, highlight Max and press the menu button on your controller, then choose Manage app to install an app update.
  • Xbox console: On your Xbox, go to Profile & system > Settings > System > Updates.

Then, open Max and try using the app again.

Test your connection speed

To test your connection speed, go to the Xbox Troubleshoot connection and choose Run the console speed test.

To stream HD video, you need a minimum download speed of 5 Mbps (50+ Mbps is recommended for 4K video). For more help, go to Max buffers or pauses.

Sign out and restart your console
  1. In Max, choose the Settings icon cog (lower left) and then Sign Out.
  2. Press the Xbox button on your controller and choose Restart console > Restart.
  3. Open Max, sign in, and try using the app again.
Uninstall and reinstall Max
  1. Go to My games & apps.
  2. Highlight Max, press the Menu button on your controller, and then choose Uninstall.
  3. Reinstall Max (go to Apps and download Max).
  4. Open Max, sign in, and try using the app again.

Still need help? Take note of the on-screen error message or code (if applicable) and include it when you contact us.