Issue: HBO Max Error APPS-04036 on Set Top Box

I was able to access HBO Max through my set top box until the weekend of July 18-19. Since then, every attempt to open HBO Max on the box results in error APPS-04036.

I've confirmed the issue is isolated to the set top box:

I can log into Xfinity and access HBO Max through my computer's web browser
I can log directly into HBO Max on my computer and view shows without problems
The set top box is the only device where HBO Max fails

Troubleshooting Steps Completed:

Restarted the set top box
Refreshed the set top box
Cleared local data

None of these steps resolved the problem. What additional steps can I take to restore HBO Max access on my set top box?

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XfinityAngie

Official Employee

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2.8K Messages

22 hours ago

user_2f2b09, thank you for reaching out to us through the Xfinity Forums. This is a great question, and thank you for sharing what you've already tried. Here are a few more suggestions. Let me know if you still need assistance.

Check Other Streaming Apps
- Try Peacock, Netflix, YouTube, or Paramount+.
- If multiple apps fail, the issue is likely with the box rather than Max.
Sign Out and Reauthorize Max
- If the Max app opens, sign out and sign back in.
- If subscribed through Xfinity, verify the HBO/Max entitlement is active on the account.

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user_2f2b09

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6 Messages

How does someone sign out and reauthorize Max for the set top box?

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22 hours ago

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XfinityAngie

Official Employee

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2.8K Messages

You should be able to go to the account on your main screen and sign out, then sign back in.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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22 hours ago

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user_2f2b09

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6 Messages

I don't understand what that means.

For the set top box I can press the Xfinity button on the remote.

This brings up a little menu on the bottom of the screen that includes a conversation bubble icon, a Guide menu, a Saved menu, On Demand menu, Search menu, Apps Menu, and gear icon

Below that menu, I can scroll down to other content, including something called Featured apps. HBO Max is in that list of apps. When I select HBO Max, it immediately tries to access the service and I get the APPS-04036 error code after a few minutes.

I'm still not sure how I'm supposed to sign out and reauthorize Max

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21 hours ago

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XfinityFrank

Official Employee

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2.5K Messages

@user_2f2b09, sorry about that. On that error screen after trying to access the app, see if this works :

Press the Left arrow on your Xfinity remote to open the main sidebar menu.

Select the Settings (gear icon) in the bottom left corner.

Scroll all the way to the right and select Sign Out

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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21 hours ago

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user_2f2b09

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6 Messages

The error message only stays visible for a few seconds and then goes back to the Featured apps.

Pressing the Left arrow on the remote doesn't seem to do anything.

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21 hours ago

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user_2f2b09

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6 Messages

21 hours ago

The error message only stays visible for a few seconds, and then returns to the Featured apps

Pressing the Left arrow button on the remote appears to do nothing

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user_95k2ap

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1 Message

3 hours ago

I am getting the same problem

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user_2f2b09

Issue: HBO Max Error APPS-04036 on Set Top Box

XfinityAngie

user_2f2b09

XfinityAngie

user_2f2b09

XfinityFrank

user_2f2b09

user_2f2b09

user_95k2ap

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