Max loads slow, buffers, or pauses
Many factors can affect video playback, including network bandwidth, connection speed, and available memory on your device.
Choose the device you're using:
If Max is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
Make sure you have the latest version of the Max app:
- 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.
Once updated, try using Max again.
- 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.
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, you need a minimum download speed of 5 Mbps.
Reset your Wi-Fi connection
If your phone or tablet is connected to a wireless network, try the following:
- Turn on Airplane mode on your phone or tablet.
- Wait 10 seconds, then turn off Airplane mode.
- Open Max and try watching something.
Switch to a Wi-Fi connection
If you're using a cellular data connection, try connecting to a wireless network to see if playback is improved. To do this, on your phone or tablet go to Settings and connect to a Wi-Fi network.
If other people are using the same Wi-Fi network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
Restart your phone or tablet and network devices. Here's how:
- Turn off your phone or tablet with Max.
- Unplug the power from your network devices (modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- Turn on your phone or tablet, open Max, and try watching something.
Try streaming Max on another supported device connected to the same network. This will help determine if the problem is related to your network or a specific device.
If buffering only happens on your phone or tablet, delete the Max app from your phone or tablet and install it again from the app store. Then, open Max and try watching something.
If max.com is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
For the best experience, we recommend using a supported browser.
If you're using a supported browser, update your browser to the latest version. To find out how to do this, search the internet for "update" + the name of your browser (e.g., update Chrome).
Try using a different supported browser (Chrome, Firefox, Microsoft Edge, or Safari). If video plays successfully with a different browser, check your browser configuration:
- Make sure third-party cookies are enabled.
- Disable ad-blocking software.
- Turn off private browsing or incognito mode.
- Disable browser plug-ins, extensions, and add-ons.
Close and reopen your browser, then try watching something.
Test your internet connection to make sure you have a minimum download speed of 5 Mbps. To do this, open a browser and search for 'Internet speed test.' If your download speed doesn't meet the minimum, contact your internet provider to troubleshoot your connection speed.
If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
Restart your computer and network devices. Here's how:
- Close all apps and restart your computer.
- Unplug the power from your network devices (e.g. modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- Turn on your computer, go to max.com, and try watching something.
For the best performance, try using a wired connection with your computer (instead of a Wi-Fi network). To do this, connect your computer to your router using an Ethernet cable.
Make sure the cables to your network devices (e.g. modem, router, etc.) are all tightly connected at both connection points. A loose coaxial or Ethernet cable can weaken the signal.
If Max isn't working as expected, choose the device you're using:
For help with AirPlay, choose the device you’re streaming from (iPhone, iPad, or Mac).
Mobile plan (in select countries): With the Mobile plan, AirPlay isn't available.
If Max is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
First, make sure the Max app and your Amazon Fire TV are up-to-date.
- Max app: On your 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 Fire TV, go to Settings > My Fire TV > About > Check for System Update.
On your Amazon Fire TV, go to Settings > Network. Then press the Play button on your remote to check your network status.
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. For the best 4K streaming experience, we recommend a download speed of 50+ Mbps.
If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
- On your Fire TV, go to Settings > Applications > Manage Installed Applications.
- Choose Max from your list of installed apps.
- Select Clear Cache and then Clear Data.
- Reopen Max, sign in, and try watching something.
Restart your Fire TV and network devices. Here's how:
- Unplug the power from your network devices (modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- On your Amazon Fire TV, go to Settings > My Fire TV > Restart.
If your Amazon Fire TV has an Ethernet port, try connecting your Fire TV to your router with an Ethernet cable (instead of using Wi-Fi).
Make sure the cables to your network devices (modem, router, etc.) are all tightly connected at both connection points. A loose coaxial or Ethernet cable can weaken the signal.
Try streaming Max on another supported device connected to the same network. This will help determine if the problem is related to your network or a specific device.
If buffering only happens on your Fire TV, delete the Max app from your Fire TV and install it again from the Amazon Appstore. Then, open Max and try watching something.
If Max is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
First, make sure the Max app and your 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.
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. For the best 4K streaming experience, we recommend a download speed of 50+ Mbps.
If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
- On your Android TV, go to Settings > Apps > System Apps.
- Choose Max from your list of installed apps.
- Select Clear Cache, and then Clear Data.
- Reopen Max, sign in, and try watching something.
Note These steps vary depending on your Android OS version.
Restart your Android TV and network devices. Here’s how:
- Unplug the power from your network devices (modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- On your Android TV, go to Settings > About > Restart > Restart.
- Open Max and try watching something.
Note These steps vary depending on your Android OS version.
If your Android TV has an Ethernet port, try connecting your device to your router with an Ethernet cable (instead of using Wi-Fi).
Make sure the cables to your network devices (modem, router, etc.) are all tightly connected at both connection points. A loose coaxial or Ethernet cable can weaken the signal.
Try streaming Max on another supported device connected to the same network. This will help determine if the problem is related to your network or a specific device.
If buffering only happens on your Android TV, delete the Max app from your Android TV and install it again from the Google Play Store. Then, open Max and try watching something.
If Max is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
First, make sure the Max app and your Apple TV are up-to-date.
- Max app: Go to the App Store and search for Max. If there’s an update available, choose Update.
- Apple TV: On your Apple TV, navigate to Settings > System > Software Updates > Update Software.
Then, open Max and try watching something.
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. For the best 4K streaming experience, we recommend a download speed of 50+ Mbps.
If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
Open apps may be using network bandwidth or available memory. Try quitting all open apps on your Apple TV to free up resources for Max. Here’s how:
- On your Apple TV remote, press the TV button twice quickly.
- Swipe up to quit the selected app (swipe left or right to navigate your open apps).
- Once you quit all apps, reopen Max and try watching something.
Restart your Apple TV and network devices. Here’s how:
- Unplug the power from your network devices (modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- On your Apple TV, go to Settings > About > System > Restart.
- Open Max and try watching something.
If your Apple TV has an Ethernet port, try connecting your device to your router with an Ethernet cable (instead of using Wi-Fi).
Make sure the cables to your network devices (modem, router, etc.) are all tightly connected at both connection points. A loose coaxial or Ethernet cable can weaken the signal.
Try streaming Max on another supported device connected to the same network. This will help determine if the problem is related to your network or a specific device.
If buffering only happens on your Apple TV, delete the Max app from your Apple TV and reinstall it from the Apple App Store. Then, open Max and try watching something.
For help with Chromecast, choose the device you’re streaming from (phone, tablet, or computer).
Mobile plan (in select countries): With the Mobile plan, Chromecast isn't available.
If Max is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
First, make sure your Max app and VIDAA TV are up-to-date:
- Max app: on your VIDAA TV, open the VIDAA App Store and go to My Apps, highlight Max, and choose Update (if available).
- VIDAA TV: On your VIDAA TV go to System Settings > Support > System Upgrade > Firmware Upgrade.
Then, open Max and try watching something.
Test your download speed from a computer on the same network as your VIDAA 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. For the best 4K streaming experience, we recommend a download speed of 50+ Mbps.
If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
Restart your VIDAA TV and network devices. Here's how:
- Unplug your VIDAA TV.
- Unplug the power from your network devices (modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- Plug your TV back in, open Max, and try watching something.
If your VIDAA TV has an Ethernet port, try connecting your device to your router with an Ethernet cable (instead of using Wi-Fi).
Make sure the cables to your network devices (modem, router, etc.) are all tightly connected at both connection points. A loose coaxial or Ethernet cable can weaken the signal.
Try streaming Max on another supported device connected to the same network. This will help determine if the problem is related to your network or a specific device.
If buffering only happens on your VIDAA TV, delete the Max app from your VIDAA TV and install it again from the VIDAA App Store. Then, open Max and try watching something.
If Max is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
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 All Settings > General > About this TV > Check for updates.
- 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 watching something.
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. For the best 4K streaming experience, we recommend a download speed of 50+ Mbps.
If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
Note These steps vary depending on your LG TV model.
- Press and hold the Home button on your LG TV remote, then go to your recent apps.
- Highlight the Max app and press the Up button on your remote.
- Choose the X to close Max.
- Reopen Max and try watching something.
Restart your LG TV and network devices. Here’s how:
- Unplug your LG TV.
- Unplug the power from your network devices (modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- Plug your TV back in, open Max, and try watching something.
If your LG TV has an Ethernet port, try connecting your device to your router with an Ethernet cable (instead of using Wi-Fi).
Make sure the cables to your network devices (modem, router, etc.) are all tightly connected at both connection points. A loose coaxial or Ethernet cable can weaken the signal.
Try streaming Max on another supported device connected to the same network. This will help determine if the problem is related to your network or a specific device.
If buffering only happens on your LG TV, delete the Max app from your LG TV and install it again from the LG Content Store. Then, open Max and try watching something.
If Max is buffering, here are some things to try. You may need to try more than one solution to fix the issue:
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
> Updates. - Samsung TV: Press the Home button on your remote, then navigate to the Settings icon . Choose Support > Software Updates > Update Now.
Then, open Max and try watching something.
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. For the best 4K streaming experience, we recommend a download speed of 50+ Mbps.
If other people are using the same network, ask them to temporarily pause their activity. This will allocate as much bandwidth as possible for streaming Max.
Restart your Samsung TV and network devices. Here’s how:
- Unplug the power from your network devices (modem, router, etc.).
- Wait 30 seconds.
- Reconnect the power to your modem and wait for it to connect to the internet (about 1 minute).
- Reconnect the power to your router and wait for it to connect to the internet.
- Hold down the power button on your Samsung TV remote until your TV turns off and back on again.
- Open Max and try watching something.
Some Samsung TVs have an option to clear app cache and data. Try the following steps:
- Press the Home button on your Samsung TV remote, then navigate to the Settings icon.
- Choose Support (if needed) and then Device Care.
- Choose Manage Storage.
- Find Max and choose View Details.
- Choose Clear cache.
- Choose Clear data.
- Open Max, sign in, and try watching something.
Note Clear app cache and data are not available on all Samsung TVs and the steps vary depending on your TV model. For more info, go to samsung.com/support.
If your Samsung TV has an Ethernet port, try connecting your device to your router with an Ethernet cable (instead of using Wi-Fi).
Make sure the cables to your network devices (modem, router, etc.) are all tightly connected at both connection points. A loose coaxial or Ethernet cable can weaken the signal.
Try streaming Max on another supported device connected to the same network. This will help determine if the problem is related to your network or a specific device.
If buffering only happens on your Samsung TV, delete the Max app from your Samsung TV and install it again from the Samsung app store. Then, open Max and try watching something.
If you have a Sony TV with Android TV built-in, try the Android TV steps above.
