What is wrong with @hbomax?— Sält Līfe (@GHOST_LETTERS) July 7, 2021
I keep getting these screens on my tv but nothing happens when I click them. It’s just going round and round in a circle. iPhone app works fine. This is TV only.
Can I get a little help please? pic.twitter.com/vZqFmrkbG3
[Updated] Some Samsung smart TV owners unable to install or load latest HBO Max update
New updates are being added at the bottom of this story…….
Original story (published on July 08, 2021) follows:
Fast and accessible home internet along with the drop in prices for content streaming platforms that is fueled by competition has made it conducive for many users to get into the whole content streaming craze.
Netflix, Hulu, and Prime Video are just some of the popular services we have today — services that host some of the best content, original or otherwise.
These services are often available across various platforms, and HBO Max is available on almost any smart device out there, provided you’re in a supported region of course.
Now, it is coming to light that a section of users of HBO Max are having trouble with the streaming app on their Samsung Smart TVs.
According to affected users, following the recent update to the HBO Max app for Samsung Smart TV, the app straight up doesn’t load, or the TVs won’t update the app at all.
HBOMax app was working great until tonight when I tried to run it as always on my (Samsung) TV; I got the screen message that it was time to download the latest app update for HBOMax and that I was going to like it. I was left with no choice but to click okay to the Download button for this latest greatest HBOMax app update. It was unable to complete the update, saying there was insufficient space. My TV is only 3 years old, a Samsung smart TV.
@hbomax My Samsung TV doesn’t want to download the new app!! Why.
@hbomax your subpar app anyway, after today’s update, will not load on my Samsung TV.
From the user complaints, it is apparent that the said recent update to the HBO Max app for the Samsung Smart TV is to blame for this issue.
These affected users are made even more frustrated by the fact that this new update seems to be compulsory as there isn’t a way to skip this version.
This is ridiculous– I had HBOMax working fine until your forced update that does not work. Do I have to buy a new TV now just to have enough memory to run HBOMax? If I am not alone in this, there are going to be a lot of TV owners suddenly locked out of using HBOMax, and a lot of subscription cancellations.
At the time of writing, neither Samsung nor HBO Max has come out to officially acknowledge this issue. However, HBO Max’s official Twitter handle has been responding to affected users, asking them to provide more info on the matter.
Hi, thanks for contacting us. We understand you’re having difficulties downloading the #HBOMax app on your Samsung TV and we’ll be happy to help. To better assist you, please send us a DM with your Samsung TV model number. Thank you.
We shall continue to keep an eye on this development and update as and when we get more info so stay tuned to PiunikaWeb.
Update 1 (July 10)
HBO Max support is suggesting the affected users to either update the app or try reinstallation.
thanks for bringing this to our attention. If you’re getting a message asking to update the app, but pressing the button doesn’t update, we’d like to suggest uninstalling and reinstalling the app. When you reinstall it should be the most updated version.
Update 2 (July 12)
While responding to one of the affected users, HBO Max support (Portugal) has shared the latest update is compatible with the 2017 or later Samsung TVs.
Additionally, they’ve shared a few steps (translated) that you can try is you’re going through the problem in question:
Helo! Our app is compatible with Samsung devices from 2017 or later.
-Open Smart Hub.
-Select and download HBO Max.
-Open HBO Max and login or choose Sign up now.
Update 3 (July 13)
As has been mentioned by many users, the issue is related to low space on Samsung TV as the size of the app’s latest update is bigger than usual. So deleting some of the existing apps to empty up space, reinstalling the app did the trick for some. So you may also give it a shot.
Mine was bc of insufficient storage on my Samsung TV. I freed up some space by deleting several apps. Then created a Samsung account, and “reinstalled” the HBO app.
Update 4 (July 17)
As per one of the reports, a cold restart may help to resolve the issue. In order to do that, press the power button on the remote and hold it for 10 seconds. Following that, your TV will reboot automatically.
This shall allow you to install the app.
Update 5 (July 19)
HBO Max support responded to a user’s complaint regarding the problem by suggesting them to do the following:
Could you please try uninstalling the HBO Max app, then turning off & unplugging your Samsung TV for at least 2 full minutes before plugging it back in and reinstalling the app? Please let us know if you can watch Space Jam afterwards. (Source)
Update 6 (July 21)
Samsung has a few official troubleshooting steps, some of which we’ve already talked about here, in order to fix issues with apps not working.
1. Cold boot the TV.
2. Update the TV’s software.
3. Delete the app from the TV and download it again.
4. Reset Smart Hub on your TV. (Source)
Update 7 (August 04)
HBO Max has a bunch of official troubleshooting steps for various issues with Samsung TVs that you can check out by heading here.
Update 8 (August 07)
HBO Max help is asking users to send them a DM on Twitter in order to help them get the app updated on their Samsung TV sets. Hence, you may want to try reaching out as well in case you’re facing the problem.
We have something that we can try to get your app updated. Please DM us with your Samsung model and #HBOMax email address so we can assist further. (Source)
Update 9 (August 09)
IST: 12:23 pm: An affected user on the community forum has brought forward a few suggestions that should see affected Samsung TV owners be able to update their HBO Max app on their TVs.
We can’t speak to the effectiveness of this workaround but we shall be sure to report back as soon as we get feedback from affected users so stay tuned.
Update 10 (August 10)
IST: 12:43 pm: Now, HBO Max has come out to offer an official workaround to this issue, a workaround that involves resetting the Smart Hub
If you’re using a Samsung Smart TV, we can suggest you try a Smart Hub reset (which also clears all apps and settings) and then after the TV reboots, try installing the HBO Max app first, before the TV starts downloading updates to the internal apps. Thanks. ^SL
NOTE: We have these and many more Samsung stories in our dedicated Samsung section.
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