TL;DR:
Start by checking HBO Max's server status, then restart your app and device. For TV-specific issues, focus on clearing the cache and updating the app. If you're hit with login errors like ELI-1020, it’s likely a provider issue—make sure you're using the primary account. For other error codes or playback fails, this guide explains them in details one by one.
Last Friday, I was all set. I had my pint of Ben & Jerry's, my cat was purring on the couch, and the episode And Just Like That everyone’s been talking about was just a click away. I booted up HBO Max, navigated to the episode, and just as the opening credits were about to roll… boom. Black screen. Nothing. Then, the dreaded "Something Went Wrong" message.
As a media tech writer, you'd think I'd be immune to this, but nope. It's a universal feeling of frustration. You just want to unwind, and suddenly you’re an unwilling IT technician. But the good news is, after years in this industry (and my fair share of streaming meltdowns), I've learned that virtually every HBO Max problem has a solution.
So, grab your remote, take a deep breath, and let's walk through this together. We’ll turn that frustration into victory.
4 Quick Fixes for Most HBO Max Issues
Let’s start with the basics. These 4 simple steps can resolve a surprisingly high number of streaming issues without needing a deep technical dive.
Check the HBO Max Server Status
Before you start unplugging cables, let's make sure the problem isn't on their end. Sometimes, the HBO Max service itself is down for maintenance or experiencing a widespread outage.
You can quickly check this by visiting a third-party status site like Down for Everyone or searching "Is HBO Max down" on X (formerly Twitter). If there's a major outage, you’ll see a spike in complaints. If that's the case, the only fix is to wait it out.
Restart Your App & Device
Sometimes, it's a cliché for a reason: it works. A classic "Off and On Again" can clear up temporary glitches and memory leaks.
- Close the HBO Max app completely. Don't just go back to the home screen; make sure you force-quit the application.
- Turn off your device. Whether it's a Smart TV, Fire Stick, or computer, shut it down completely.
- Wait 60 seconds or longer. This allows the device to fully power down and clear its temporary memory.
- Turn it back on and relaunch the HBO Max app.
Check Your Connection
Is Your Internet the Culprit? HBO Max needs a stable internet connection to stream. Constant buffering or a "no connection" error often points to a Wi-Fi issue.
- Run a Speed Test: Google "Internet speed test" and click on "RUN SPEED TEST" to check your connection. You need at least 5 Mbps for HD streaming.
- Restart Your Router: Unplug your router from power, wait a minute, and plug it back in. This resolves many connectivity hiccups.
- Move Closer: If you're on Wi-Fi, try moving your streaming device closer to your router or consider using a wired Ethernet connection for the most stable signal.
Clear the Cobwebs
Do you remember the last time you cleared HBO Max cache and data? The app stores temporary files (cache) to load things faster, but this data can become corrupted over time, leading to performance issues. Clearing it gives the app a fresh start.
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On Smart TVs & Streaming Devices: Go to
Settings > Apps > HBO Max. You should see options forClear CacheandClear Data. Try clearing the cache first. - On a Computer Browser: Clear your browser's cache and cookies.
- On a Smartphone: The process is similar to a TV, found within the phone's app settings.
Solving Login & Subscription Errors
If the app loads but you can't log in, the problem is likely with your account authentication. This is especially common when you subscribe to HBO Max through a TV or internet provider.
The Spectrum Problem: Fixing Error Code ELI-1020
This is a big one for Spectrum users. If you see the message “To use this app, please sign in with your Spectrum TV primary account. Reference code: ELI-1020,” it means exactly what it says. You're likely trying to log in with a secondary Spectrum household account, not the main, primary one.
To fix the problem, you must use the login credentials (username and password) for the primary Spectrum account holder.
Dealing with Expired Subscriptions (AT&T, Spectrum, etc.)
Sometimes the link between your TV provider and HBO Max can be severed, leading to a false "subscription expired" message. To fix it, you need to do a second verification.
- Log Out: Quit your account on the HBO Max app on your device.
- Check the Account: Go to your provider's website (e.g., Spectrum, AT&T) and log in to ensure your account is active.
- Log in Again: Go back to the HBO Max app and use the "Sign in with a Provider" option again.
General Sign-In Failures and TV Code Activation
If you're stuck on the "HBO Max TV sign in" screen, or your password isn't working, follow these steps:
- Double-check your credentials. Typos happen!
- Reset your password. Use the "Forgot Password" link.
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Re-activate your TV: When you get a new TV code, make sure you're entering it at
hbomax.com/tvsignin
Device-Specific Troubleshooting: TV, PC, or Streaming Stick
Sometimes, the problem isn't with HBO Max in general, but with the specific device you're using.
HBO Max Not Working on Your Smart TV (Samsung, LG, etc.)
If the HBO Max app won't load, won't download, or has disappeared from your TV, it's often a compatibility or software issue. Try the 3 methods:
1. Update Your TV's Firmware: Go to your TV's Settings > System or Support menu and check for a Software Update. An outdated TV operating system is a common cause of app problems.
2. Reinstall the HBO Max App: If the app is buggy, delete it from your TV, then go to the TV's app store and reinstall it. This ensures you have the latest, most compatible version.
3. Can't Find the App? If you can't find HBO Max in your LG or Samsung app store, it may mean your TV model is too old and no longer supported.
To learn the HBO Max limits, read this article for a quick guide.
Fixing HBO Max on Your Computer or Browser
If HBO Max isn't working on your computer, no matter you're using a Mac or Windows PC, try these:
1. Try a Different Browser: If it's not working in Chrome, try Edge or Firefox. This helps identify if the issue is browser-specific.
2. Disable Extensions: Ad-blockers or other browser extensions can sometimes interfere with streaming sites. Try disabling them for HBO Max (enter chrome://extensions/ on Chrome).
Note: Our editor group keeps sharing useful info about HBO Max, such as the methods to rip video from HBO Max on various devices, download Max shows on Mac, and how to screen record HBO Max successfully.
The Ultimate Error Code Cheat Sheet: From "1k" to "Can't Play Title"
If you're getting a specific error code, you're in luck. At least you don't have to test things one by one to find where the issue lies. It helps us pinpoint the exact problem.
Playback & Connection Errors: 1k-Series and More
1. Error Code 20000 & 21: These are more generic error codes that can point to a number of issues. Your best bet is to work through the "Quick Fixes" listed at the top of this article.
2. Error Codes 1k-0000, 1k-0033, 1k-0028, 1k-0002: This family of errors usually points to a playback failure on Smart TVs. While a basic "power cycle" can work, many users on Reddit have found a more effective fix is a full "deep discharge" of your TV:
Unplug your TV directly from the wall socket. Then, press and hold the physical power button on the TV itself (not the remote) for 30 seconds.
This drains all residual power from the internal components. Wait another minute, plug it back in, and try again. This specific procedure is frequently reported on tech forums as a successful solution.
"Can't Play Title" & Buffering Issues
This is one of the most common complaints. You can browse, but HBO Max won't play when you press play. Most time, this can be caused by corrupted browser data on your device. This is often not about the app's core files, but the specific "session" your device has with the HBO Max servers.
To fix it quickly, you can use the user-verified method: the "Log Out, Clear, and Reboot" Combo, by following these steps:
- Sign Out: Actively sign out of your HBO Max account within the app.
- Clear Cache: Go into your device settings and clear the app's cache (and data, if necessary).
- Reboot: Restart your device. This sequence, as shared across multiple Reddit threads, seems more effective than just reinstalling, as it fully resets your account's connection to the service.
DNS and Network-Related Errors
If you see an "HBO Max DNS Error," your device is struggling to connect to the HBO Max servers.
Restarting your router is the first step. If that doesn't work, you can try changing your device's DNS settings to a public DNS like Google's (8.8.8.8).
Or, before you get into complex DNS settings, try a simple network switch that some forum users suggest. If your router has both 2.4 GHz and 5 GHz Wi-Fi bands, switch your device from one to the other.
The 5 GHz band is faster, but the 2.4 GHz band has a longer range and can sometimes provide a more stable connection for streaming, resolving these specific errors.
The Alternative Solution: Enjoy HBO Max Offline Without Errors
If you're constantly battling a bad hotel Wi-Fi, have an unstable home network, or are simply tired of seeing that buffering icon, there is another way: watching offline without the HBO Max app.
Services like KeepStreams for HBO Max are designed for this exact scenario. They allow you to download your favorite HBO Max movies and series in MP4 files directly to your computer.
This way, you can watch HBO Max shows offline on a plane, on the subway, or just on your couch, completely free from any streaming errors, buffering, or server outages. It’s a great backup plan for ensuring uninterrupted viewing.
FAQs
Q1. Why does HBO Max just say "Something Went Wrong"?
A1. This is a general-purpose error message. It usually means there was a temporary communication failure between your device and the HBO Max servers. Running through the "4 Quick Fixes" at the top of this guide will typically solve it.
Q2. Why did the HBO Max app disappear from my TV?
A2. This almost always means the app is no longer supported on your TV model. The first thing to do is check for a system update for your TV's firmware, as this can sometimes restore compatibility. If not, your TV may be too old to run the latest version of the app.
Q3. How often should I clear the HBO Max cache?
A3. You don't need to do it regularly. Only clear the cache when you are experiencing a problem like slow performance, buffering, or the app refusing to load.
Conclusion
Streaming tech can be finicky, but getting HBO Max to work shouldn't ruin your movie night. By following these steps—starting with the basics and moving to more specific fixes—you can solve almost any issue that comes your way. Hopefully, this guide has helped you get back to what matters: finding out what happens in the next episode.
And since you're here, you might also be interested in other streaming services. If you like other platforms than HBO Max, continue to read how to download movies on Paramount+ and Apple TV Plus review to learn more info.