On the launch day of Warner Bros. Discovery’s Max, the newly revamped streaming service faced some technical issues that were promptly addressed. While these problems have been described as “minor,” they caused inconvenience for some users.
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Subscribers took to social media on Tuesday morning to report difficulties logging in to Max, the successor to the three-year-old HBO Max service. These issues affected the Max.com website, mobile apps on iOS devices, and connected-TV apps on platforms like Roku and Samsung TV.
The HBO Max app experience is easily one of the worst I’ve ever seen from a major media company. And here the Max app seems to top it. pic.twitter.com/2HTkNb3Das
— Marc Istook (@MarcIstook) May 23, 2023
It’s not unexpected to encounter challenges when migrating millions of customers to a new streaming platform. The transition from HBO Max to Max, which occurred on May 23, is limited to the U.S. market.
A spokesperson for Warner Bros. Discovery commented on the situation, stating, “You must always anticipate issues on a tech rollout of this scale. We can share that only minor ones have emerged and were quickly remedied.”
In preparation for the Max launch, Warner Bros. Discovery established “war rooms” in multiple locations, including Bellevue, Wash., New York, and London, to actively monitor and respond to customer reports of technical problems. Avi Saxena, Warner Bros. Discovery’s CTO, confirmed that the entire team was on standby for such contingencies.
According to Downdetector, an outage-monitoring service, user-reported problems related to Max were higher than HBO Max’s historical average but still relatively small in scale. The peak number of user outage reports reached 447 at 9:06 a.m. ET, which is considered low for a major service.
Some users reported being unable to proceed after clicking the “Start Streaming” button on Max.com. Others mentioned that the Max service froze when skipping the recap while watching a show on Roku.
Warner Bros. Discovery’s plan involved automatically updating a “large portion” of HBO Max subscribers’ apps to Max. In some cases, users would be prompted to download an updated Max app. The transition aimed to allow HBO Max subscribers to log in with their existing credentials and seamlessly migrate their preferences to the new Max platform.
Max is available on the same platforms as HBO Max, including iOS (iPhone and iPad), Android, Amazon Fire TV and Fire Tablet, Android TV, Apple TV, Google Chromecast, LG Smart TV, Roku, Samsung TV, Vizio SmartCast TV, PlayStation 4 and 5, Xbox Series X|S and Xbox One, as well as various web browsers (Chrome, Firefox, Microsoft Edge for Windows, and Apple Safari).
Crazy how they pushed Max on us but it’s not working at all
— laurynn (@planetlaurynn) May 23, 2023
Is Max not working on the Roku?! @StreamOnMax
— Andrew Dustin Vargas (@andydv27) May 23, 2023
— Jorge Gonzalez (@giorgiorafaelpr) May 23, 2023
— Todd Spangler (@xpangler) May 23, 2023
Can you please forward this to the war room. pic.twitter.com/knsclaRdVW
— Dave Zatz (@davezatz) May 23, 2023