Troubleshooting MAX GO

Below is a list of common support inquiries and suggested troubleshooting steps for MAX GO. For information about your account, refer to the Login & Account Settings questions or contact your television provider directly.

If you have more questions and can't find answers in the FAQs, please contact us at contactmaxgo@hbo.com.

Can't access the sign up or sign in page

If you're using Internet Explorer 9.0 with a 64-bit version of Windows, you may not be able to access the Sign Up or Sign In page. Try using a different browser, like the latest version of Chrome or Firefox.

Message asking to allow MAX GO and Adobe Flash player to access my computer while using Chrome

Adobe Flash Player must be allowed to run before you can play videos on MAX GO. The Chrome browser requires you to click Allow to watch videos on MAX GO. If you already denied access to your computer and now want to watch a video, refresh your browser and update your browser settings using the steps shown on Adobe.com.

"Code 1006” error

Try resetting the license files for protected content in Flash. To do this, go to the Adobe Flash Protected Content Playback Settings panel and choose Reset License Files.  

If you still can't play videos at MAXGO.com, try using another browser.

Video playback issues

To stream HD video, you need a high-speed connection with a minimum download speed of 5 Mbps for HD video.

When streaming video, MAX GO adjusts the video quality based on the strength of your network bandwidth and connection speed. If the network bandwidth is too low or the connection speed fluctuates, you might get a lower resolution video or no video. If your Internet connection drops altogether, the video will stop playing and you'll be prompted to reconnect.

"Video Player Error" or "Video Player Timed Out" error messages

If you receive a 'Video Player Error' message, then MAX GO can't play the video at this time. Please try again later. If the video player has timed out due to inactivity, you may receive a 'Video Player Timed Out' message. You'll be prompted to continue the show where you left off. If you receive a 'MAX GO Error' message, your session has timed out. Please sign in again.

"Missing required registration token" error

If you're using a desktop computer, try clearing your browser cookies or using another browser.  If you're using a mobile device, clear the application data and try again.