FAQs of Kigo HBOMax Video Downloader for Mac

Q: With the trial version, you can only download the first 5 minutes of each video. After you purchase the full version, you can remove the limitation.
Q: The registration code is case sensitive. Please do not leave space at the beginning or end of the registration info. You can also copy and paste the Email and Code into the registration window.
If you still get the error message, please contact our support team via [email protected] for further help.
Q: Since macOS 10.15 catalina introduces new security mechanisms, a software from the internet or directly from an unidentified developer will be suspected as malware and failed to install it on Mac. To deal with it, please follow How to Open KigoSoft on macOS 10.15 and 11 Big Sur.

Q: In order to meet people's needs and provide a better service, KigoSoft offers 3 subscription tiers for Individual Plan and Team Plan. Below are the details:

1. There are 3 types of subscription tiers for your choice (1-month/ 1-year/ lifetime). Your subscription tier will determine how long you can use the program to download movies and TV shows from Prime Video.

2. To ensure the service, your monthly or annual plan will be auto-renew after 1 month or 1 year. If you don't need it anymore, you can cancel the renewal subscription service before the renewal date.

If you have other questions about the subscription, please read KigoSoft Subscription FAQ.

Q:Since the program can only download videos from hbomax.com, you can use the program to download movies and TV Shows.

There are three options for video quality (High/Medium/Low) in the settings window, enabling you to download videos with different output quality according to your devices. At preset, you can only download up to 720p videos.

It may be caused by unstable network or download timeout. Please try to download the video again when the network is stable.

HBO Max adds some limits on HDCP requirements for accessing HD videos. Accordingly, if you want to download HD content with Kigo, your computer needs to support at least HDCP 1.0.

Please go to this page to check if your computer meets the requirements. Click the "V" icon and choose a specified version, such as "1.0", then tap on "Get HDCP Status" to check whether your device supports HDCP-enabled content or not. If you get a result as "HDCP is available for 1.0" or higher versions, it means that your computer is able to get HD videos from HBO Max Video.

If your device meets the requirements but you still fail to download videos, please send the latest log files of Kigo to us for further analysis. You can find them by going to the program, clicking the Menu button (on the upper right corner) > Open log file. You will see a "logs" folder, please send us all the log files in this folder.

Besides, Failed 1609 may happen when the display screen turns off. Please make sure the display screen is on when downloading the videos.

And please also send us the screenshot of this page that shows the testing results that HDCP is available for 1.0 or above.

It may be caused by the unstable internet or download time-out. Please try to download the videos again when the network is stable.

These error codes may happen when the disk you are downloading videos to is running out of space, or the program fails to create or open the output folder. Please try to clean your disk and change the output path in the Setting window.

The error code "1608" means that the program failed to download the subtitles or audio tracks you selected. Please delete the video and then try to add and download it again.

Should the problem persists, please send us the video's link, the screenshots of your selected subtitles & audio tracks in the "Advanced Download" window, as well as the log files for our further analysis.

You can find the log files by clicking the Menu button > Open log file. You will see a logs folder and please send all files in that folder to us.

First, please log out (in the Setting window) and log back into your streaming video service account on Kigo. And then please click the title you want to download in the search results list to check if it can be played normally in the popup web player. Some titles may be not available to watch instantly, resulting in them not being able to be downloaded by Kigo.

When you download Error with code "-6301", the reason is that the video is not available in this region. You can try to play the video with browser, it will pop up the next error image:

Download Error

You can try to download the other videos which is playable normally in your region.

Please make sure the link is copied from HBO Max web player and the video is playable. Or you can try to search it by keyword or video name.

First of all, please make sure the video you want to download can be played normally on the web browser.

Note: If the above solutions still cannot fix your problems, please provide the following information to our support team via [email protected]. We will reply to your message within 24 hours on weekdays and 48 hours on weekend. And we will submit your feedback to our developers and inform you if the solution is available.

  • 1. Which What is your computer OS? Which plan did you order?
  • 2. Do you want to download Movies or TV shows? And what is the output quality you choose? Please send us a screenshot of the settings window.
  • 3. Does the problem happen to all videos or certain videos? Please send the video's URL to us for testing.
  • 4. Please send us the log files of Kigosoft. You can find them by going to the HBOMax Video Downloader program, Menu > Open Log File. Then double-click the logs folder and send us all log files in this folder.
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