'There's a problem with your device setup' message
If you're getting the 'There's a problem with your device setup' message, try the solutions below.
Choose the device you are using:
You may need to try more than one of these solutions.
Installing HBO Max
Installing HBO Max from somewhere other than an official app store (e.g., Google Play Store, Apple App Store, or Amazon Appstore) is not supported. For more info, go to Install HBO Max on supported devices.
Android: Open the Play Store on your Android device and search for HBO Max. If an app update is available, choose Update.
iOS: Open the App Store on your Apple device and search for HBO Max. If an app update is available, choose Update.
Amazon Fire tablet: Open the Amazon Appstore on your Fire tablet and search for HBO Max. If an app update is available, choose Update.
Once updated, try using HBO 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 HBO Max again.
Some third-party apps may prevent you from streaming HBO Max. Here are some types of apps that might affect HBO Max:
Ad blockers
IP masking
Screen capture
Exit third-party apps on your phone or tablet and then try streaming HBO Max again.
Restart your phone or tablet and network devices (if connected to a Wi-Fi network). Here's how:
Turn off your phone or tablet with HBO 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 HBO Max, and try watching something.
Delete the HBO Max app from your phone or tablet and install it again from the app store. Then open HBO Max, sign in, and try using the app again.
You may need to try more than one of these solutions.
You can stream on your PC, Mac, or Google Chromebook at HBOMax.com.
Try using the latest version of a supported browser:
Google Chrome, Firefox, Microsoft Edge for Windows, or Safari
To find out how to update your browser, go to Troubleshoot HBOMax.com.
Try using a different supported browser (Chrome, Firefox, Microsoft Edge, or Safari).
If you don't get the device setup message with a different browser, check your browser configuration:
Make sure third-party cookies are enabled
Disable ad-blocking software
Turn off browser extensions, plug-ins, or add-ons
Clear cache and cookies
For help with your browser, go to Troubleshoot HBOMax.com.
If you're connecting your computer/laptop to your TV, here are some things to try:
Unplug your TV, wait a minute, and then plug it back in again. Then, open HBO Max and try watching something.
Make sure your HDMI cable is HDMI 2.0+ compliant.
Disconnect and reconnect both ends of your HDMI cable.
Try using another HDMI cable.
Try using another HDMI port on your TV.
Multiple computer monitors? If your computer has multiple monitors, try streaming HBO Max on your primary monitor.
If you still get the device setup message, make sure your adapters, graphics card, software, drivers, video cables, and monitors are all HDCP 2.1+ compliant.
Some third-party software may prevent you from streaming HBO Max. Here are some types of software that might affect HBO Max:
Ad blockers
IP masking software
Screen capture software
Disable third-party software running on your computer and then try streaming HBO Max again.
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 HBOMax.com, and try watching something.
You may need to try more than one of these solutions.
Installing HBO Max
Installing HBO Max from somewhere other than an official app store (e.g., Google Play Store or Amazon Appstore) is not supported. For more info, go to Install HBO Max on supported devices.
Make sure the HBO Max app and your device software are up-to-date. To find out how to check for updates, go to Troubleshoot HBOMax.com.
If you're using a streaming player (e.g., Apple TV) connected to your TV, here are some things to try:
Unplug your TV and streaming player, wait a minute, and then plug it back in again. Then, open HBO Max and try watching something.
Make sure your HDMI cable is HDMI 2.0+ compliant.
Disconnect and reconnect both ends of your HDMI cable.
Try using another HDMI cable.
Try reversing the ends of your HDMI cable.
Try using another HDMI port on your TV.
Bypass your receiver or stereo equipment and connect your streaming player directly to your TV.
If you still get the device setup message, make sure all components of your device setup (including set-top boxes, cables, adapters, TV or monitor, and audio equipment) are HDCP 2.1+ compliant (you'll need HDCP 2.2 to play titles in 4K UHD).
For help with your device, check your device documentation or contact support.
Some third-party apps may cause issues while streaming HBO Max. Here are some types of apps that might affect HBO Max:
Ad blockers
IP masking
Screen capture
Exit third-party apps on your TV and then try streaming HBO Max again.
Restart your TV, streaming player, and network devices. Here's how:
Unplug your TV device and streaming player (if applicable).
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.
Plug your TV device and streaming player back in, open HBO Max, and try watching something.
If possible, delete the HBO Max app from your TV device and install it again from the app store. Then open HBO Max, sign in, and try using the app again.
For help deleting the HBO Max app, go to Troubleshoot the HBO Max app.
Still need help? Let us know what’s happening and what steps you’ve tried when you contact us.
