Have you ever experienced HBO Max no picture but sound is turned on? We have the answers for you in this guide!
You’re likely greeted with a black screen as you watch your favorite content, and the audio starts to play like normal. Although, it’s not a normal situation since no picture ever comes up.
You’re not getting fast enough internet to load the video or glitches with the app that is causing this to happen.
To fix the HBO Max has no picture but has audio. You want to make sure the servers are up and have service. After confirming that there’s nothing wrong with HBO’s servers, you can clear the app cache on your device or browser.
Let’s find out the causes of this problem. Then we can move on to resolving it with the complete fix guide.
If you’re getting sound on your HBO Max content, but the screen continues to be black, there are several suspects you want to track down.
Streaming platforms need fast internet speeds, so ensure you’re getting enough. The app performance is also to consider, as a small malfunction can cause you to lose the picture.
Here are the problems that can occur that cause this particular issue. Let’s take a closer look:
1. Bad Connectivity
You need at least 15 Mbps to stream content. It could be an issue with your modem or router, but slow internet will stop the app from loading the video but not the sound.
2. Service Outage
There are instances when HBO’s servers can lose signals to the video portion of the movie or show you’re watching.
3. App Glitches
Minor bugs with the app can cause big problems like the picture not showing up on the screen.
4. Software Incompatibilities
There are instances when an outdated app can encounter incompatibilities with the latest version of your device’s firmware.
It can be a small issue that can lead to bigger problems like this one.
Now that you have a good idea of the problem, we can now proceed to the troubleshooting steps so you can fix this issue once and for all!
The first thing you need to do is check for a service outage. A quick search on Google should do it so you don’t waste time troubleshooting when the problem is with the HBO servers.
The next step is to restart your HBO Max app, as the software could have temporary malfunctions.
In case an app restart does not help, we can move forward and follow these next steps:
An app restart is one of the most basic things you can do. However, you will need a more advanced type that includes all other devices, including those that control your internet.
You want to power cycle your modem, router, streaming device, smartphone, TV, and laptop.
Doing this will ensure that the malfunction is flushed out of your systems before affecting other components.
Here’s how to power cycle your devices:
- Turn OFF the device using the power button.
- Unplug it from the wall socket.
- Wait for at least 2 to 5 minutes.
- Plug it back in.
- Turn it ON.
Note: We recommend power cycling all these devices simultaneously to give you the best chance to resolve this issue in one go.
Now that you know it’s not a connection issue, we can start to narrow down the cause to the app.
One of the first things you want to do is sign out and sign back into your HBO Max account.
This is to ensure that the status of your subscription is active. It will notify you on screen if you need to do anything about it.
Here’s how to log in to your account:
- Log out of your account.
- Close the app by performing a force close.
- Restart your device.
- Open the HBO Max app.
- Log in to your account.
Note: Do this whether you’re streaming on your phone, browser, or a device like a Firestick.
The app stores important information on your device’s storage. However, this can fill up over time and can get corrupted. When this happens, errors and issues can pop up, including this one.
The good news is fixing it is easy. Clearing your app cache will remove all these stored files, including the corrupt ones. Doing this should do the trick and resolve the issue.
Here’s how to clear the HBO Max app cache:
On your Android phone:
- Open the Settings app on your phone.
- Navigate to the Apps menu.
- Select Installed Applications and find HBO Max.
- Tap on it and go to the Storage tab.
- Click on Clear Storage and Clear App Data.
On your Firestick:
- Select Settings on the Firestick Home menu.
- Go to Applications.
- Choose Manage Installed Applications.
- Navigate to HBO Max.
- Click on Clear Cache and Clear Data.
On your Roku:
- Go to your Roku’s Home menu.
- Find HBO Max and click on it.
- Click on Remove Channel.
- Restart your Roku.
- Reinstall the HBO Max app.
VPNs can change your network signature and cause black screens errors with the HBO Max app.
Worse, the app might detect you’re in a different country, barring you from watching your favorite content on the app.
Most VPNs should work well with the app. However, some can cause delays and disrupt how your device acquires an IP address.
Here’s how to check if your VPN is causing the problem:
- On your device’s connection menu, turn OFF your VPN.
- Check your HBO Max app if the error persists.
- Turn ON your VPN to confirm.
- Watch from your HBO Max app to replicate the issue.
- If you can, your VPN is disrupting your app.
Pro Tip: You can switch to a different VPN service if you continue to experience this problem with your HBO Max and other streaming apps.
It’s not all the time you’re on your phone and using the app. There are instances when you’re on a laptop and using a browser to watch on the HBO Max website.
The entertainment experience should be the same, but the cause of this issue can be a little different.
Instead of looking at app caches and restarts, you want to focus your attention on your browser extensions. Some of them may disrupt how the HBO Max website and content loads.
Here’s how to disable your browser extensions:
On Google Chrome:
- Click the More options menu at the top right of Chrome.
- Go to More tools, then Extensions.
- Toggle the switches of the extensions to the OFF positions.
- Restart your browser.
- Click the Firefox button on the top left of the window.
- Select Add-ons.
- Click on Extensions or Plugins.
- Click on the Disable button for each add-on.
- Restart your browser.
Tip: You can test it by disabling one extension at a time to see which one is causing the problem.
This is a solution for all devices, including streaming dongles and boxes.
If you’re still experiencing this issue, you want to check if an update of the app is available. You can then proceed to update it.
Here’s how to update your HBO Max app:
- Go to your device’s app list.
- Select HBO Max to see more options.
- It will prompt you if an update is available. Update the app.
- If there’s none, you can remove it and install it again.
- Restart your device.
Note: Most devices can update the app automatically. You might have turned it off previously.
These solutions should help you resolve your no picture but sound issue on HBO Max.
You can always contact HBO Max if none of these fixes work for you. You’re likely dealing with a serious problem that needs advanced assistance.
Read Next: HBO Max Dolby Vision Not Working? (Fixed)
Now that you know how to fix HBO Max no picture but sound error, all you need to do is follow these steps so you can enjoy watching your favorite content.
These are straightforward steps that do not need any technical experience on your end.
Kevin has over five years of experience working in various Tech startups and providing Technical solutions. He has contributed to many Tech publications and websites.