Why is my audio and video unsynced on Hbo max?

Hello, and thanks for getting in touch. I'm Aileen, here to advise you as an Independent Advisor.

Ur, thanks for sharing those details. Since you mentioned you’re using an Xbox One S and the audio/video sync issue only happens on HBO Max, we can focus on that app specifically. This kind of drift usually points to an issue with the app’s playback performance on the console, especially after recent updates.

Here are a few steps you can try that usually help with this kind of problem:

1. Fully quit and restart HBO Max

Press the Xbox button

Highlight the HBO Max app

Press the Menu button (three lines)

Choose "Quit"

Then, relaunch the app and try again. This clears any temporary glitches from the current session.

2. Clear the app’s saved data

Sometimes, stored cache or data causes playback issues.

Go to Settings > System > Storage

Choose “Clear local saved games” (don’t worry—this doesn’t remove actual game saves from the cloud)

Then restart the console

3. Check audio settings

Go to Settings > General > Volume & audio output

Try setting it to “Stereo uncompressed” under HDMI audio

Some users with similar issues found that Dolby or Bitstream caused sync problems with certain apps.

4. Reinstall the HBO Max app

Highlight the app

Press the Menu button > Uninstall

Then reinstall it from the Microsoft Store

This makes sure you have the latest version cleanly installed

5. Test on another profile

Create or use another profile and launch the app. If the problem doesn’t happen there, it might be tied to user-specific app data.

If none of these steps help and it only happens on HBO Max, it’s likely an app-specific compatibility issue with the Xbox One S. In that case, it’s best to report it through the “Report a problem” tool on your console so HBO Max and Xbox teams can look into it.

Please let me know if you need any further assistance. Looking forward to your response.

You should see the HBO Go app on the 360, it is the complete opposite, completely washed out, and the audio drifts from the video on certain shows/movies.

Hi, I hope you're doing great out there despite the issue that you're experiencing. I am an Independent advisor and I am here to help you in regards to your concern.

To fix this, please perform a power cycle on your console by following the steps below:

POWERCYCLE CONSOLE​​​

​​​

1. Turn off your console by holding the Xbox button on the front of the console for approximately 10 seconds. The console will turn off. ​​​

2. Turn your console back on by pressing the Xbox button on the console or the Xbox button on your controller. ​​​

Also, if this is the only app that you're having an issue with, kindly uninstall and reinstall the app. In regards to the update or patch, there is no information yet as I have checked and there is no report for the known issue with the app.

Thank you for the update and it's a good thing that you have already reached out to them so they can have this investigated further.

Already did that and just about every other thing possible. Went and connected with HBO Max’s support group and they couldn’t fix or diagnose the problem. Their having their advanced support group research it and get back to me.