Troubleshooting MAX GO

Below is a list of common support issues and suggested MAX GO troubleshooting steps. For account or subscription related questions, contact your TV provider directly.

Can't sign in or sign up at MAXGO.com

You sign in to MAX GO using the username and password for your TV provider account. You can change or reset your username or password through your TV provider's website or customer support center. HBO does not have access to your sign-in information.

If you're having trouble signing in at MAXGO.com, try the following steps:

  1. Check to make sure you have the latest version of Adobe Flash Player installed. To do this, go to Adobe Flash Player Help and choose Check Now.
  2. Check to see if there's an update available for your browser. To find out how to do this, search the Internet for update + the name of your browser (i.e. update Chrome).
  3. Try using another browser (e.g. Internet Explorer or Google Chrome). 
  4. Clear your browser's cookies for MAXGO.com. To find out how to do this, search your browser's help for 'cookies.'

Adobe Flash Player prompt or blank page

Adobe Flash Player is needed to play videos on MAX GO. If you get an Adobe Flash prompt or you see a blank page at MAXGO.com, do the following:

  1. Check to make sure you have the latest version of Adobe Flash Player installed. To do this, go to Adobe Flash Player Help and choose Check Now.
  2. Choose to allow Flash for the MAXGO.com website. The steps for this vary by browser. Here are the steps for Google Chrome:
    1. Open a new Google Chrome browser window and go to MAXGO.com.
    2. To the left of the web address, choose the Lock or Info icon.
    3. From the Flash drop-down choose Allow.
    4. Choose the Reload button to reload the page.  

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.

How do I cancel MAX GO?

MAX GO is a free streaming service that's included with your paid Cinemax subscription through a TV provider. To cancel your Cinemax subscription, you need to contact your TV provider 

Streaming on too many devices simultaneously

You can sign in to MAX GO on different devices, but the number of simultaneous streams is limited for security reasons. If you're getting a 'streaming on too many devices' message, try the following:

Have everyone in your household sign out of MAX GO. Then have each person sign back in and try playing a video again. If this doesn't help, have everyone in your household sign out and then restart their device. Now have each person sign back in and try playing a video again.

"Missing required registration token" error

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

"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.

See also: Which devices is MAX GO available on?