Forum Discussion

rlarkinsmith's avatar
rlarkinsmith
Newbie
3 years ago
Solved

Latest HBO Max causes Roku to overheat

I have a Roku Premiere and we get the overheating notification on our tv screen within about 10 minutes of starting to watch something on max. It only happens on Max and our Roku is not in a cabinet, it sits out and has a ceiling fan running on it all the time. 

It happens with movies as well as series that we watch on Max. Didn't start until we switched to Max yesterday 5/23/23 when Max came online.

  • RokuJechealR's avatar
    RokuJechealR
    3 years ago

    Hi mandysib,

    Thanks for letting us know about the issue you're experiencing; that's not what we aim for.

    Have you tried removing Max and then reinstalling it? In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful. Here are the steps you can follow:

    1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
      • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    2. Restart your Roku device: If it is inconvenient to reach the power cord to unplug your Roku device, you can restart the device from the settings menu. Go to Settings > System > System Restart > Restart.
    3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
      • Note: If you are adding a subscription channel billed to your Roku account, you will need to re-subscribe.

    You can also try the suggestions here: What should I do if the red light is on or I see a "Your device is overheating" warning?

    Let us know if there's any difference after.
    All the best,

    Chel

  • RokuTakashi's avatar
    RokuTakashi
    3 years ago

    Hi KB2646,

    Welcome to the Roku Community!

    We understand that you're having issues with MAX that cause your device to overheat. Kindly be advised that channel providers design and build their own channels on the Roku platform. Features and other complications might lie in how the channel was designed and built. Additionally, the tracker ID that we asked for is crucial information for us to pass the information to the appropriate Roku team, who'll further investigate the issue and find resolutions,

    We hope for your understanding regarding this matter.

    All the best,
    Kash

30 Replies

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  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi rlarkinsmith,

    Thanks for your first post in the Roku Community!

    We appreciate you informing us that you are seeing overheating messages when playing content on the Max channel.

    We recommend starting performing the below steps and see if you can resolve the issue:

    1. Remove the channel from the Roku device
    2. Power cycle the Roku device, by disconnecting it from the power cable and reconnecting the device back to the power
    3. Re-add the channel back to the Roku device

    One additional suggestion we would like for you to try by performing a system update. You can check for a manual system update by navigating to Home > Settings > System > System update > Check now. and see if you notice any difference.

    For more troubleshooting steps with any channel playback issue, follow our Support link: How to resolve a channel playback issue | Official Roku Support

    Please let us know if the issue is fixed or reply back to the thread for further assistance, we will be glad to help you.


    Best regards,
    Mary

    • Blueandbluer's avatar
      Blueandbluer
      Reel Rookie
      3 years ago

      I am having precisely the same issue. I get the overheating message, but only when using Max. I have tried the suggestions given here, but nothing is working. I think it must be a bug with the new max app.

  • mandysib's avatar
    mandysib
    Channel Surfer
    3 years ago

    My Roku stick is having the same overheating issue and only with Max. Boo Roku!!!

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      3 years ago

      Hi mandysib,

      Thanks for letting us know about the issue you're experiencing; that's not what we aim for.

      Have you tried removing Max and then reinstalling it? In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful. Here are the steps you can follow:

      1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
        • Note: If you are removing a subscription channel billed to your Roku account, you must cancel the subscription before you see the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
      2. Restart your Roku device: If it is inconvenient to reach the power cord to unplug your Roku device, you can restart the device from the settings menu. Go to Settings > System > System Restart > Restart.
      3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
        • Note: If you are adding a subscription channel billed to your Roku account, you will need to re-subscribe.

      You can also try the suggestions here: What should I do if the red light is on or I see a "Your device is overheating" warning?

      Let us know if there's any difference after.
      All the best,

      Chel

  • Briley239's avatar
    Briley239
    Reel Rookie
    3 years ago

    I am having the same issue. I’ve purchased an HDMI extender, restarted my Roku Stick, removed the channel, and checked for updates. Nothing works. 

    Please let me know if anyone has had success in fixing the problem. 

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      3 years ago

      Hi Briley239 Minka,

      Thanks for posting in the Roku Community!

      We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.)
      • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
      • Steps to reproduce the issue you are seeing

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

      Thanks,

      John

      • KB2646's avatar
        KB2646
        Newbie
        3 years ago

        Same issue here.  When you chat with a technician they never mention there is an ongoing problem.  I wasted an hour for nothing.  Why didn’t the technician have me try the tracker ID??  This was less than 48 hours ago.  Why all of the sudden is this occurring?  We have never had this happen in the last 3 or 4 years.

    • Rland123's avatar
      Rland123
      Newbie
      3 years ago

      Same issue here. Only on HBO max. Please fix this!

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        3 years ago

        Hi Rland123,

        A warm welcome to the Roku Community!

        We understand that you are having trouble with the Max channel. Have you tried following the troubleshooting steps on our support page to see if they help resolve the issue? How to resolve a channel playback issue

        If you are still unable to play videos from one channel after attempting the suggestions on the link, can you please give us more details regarding the problem you're having so we can further assist you?

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
        • Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button).
        • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
        • Steps to reproduce the issue you are seeing.
        • When did the issue occur?

        Once we have this information, we can pass it along to the appropriate Roku team. Rest assured, once more information is available, we'll be sure to update this Community thread.

        Your kind understanding is much appreciated in the meantime.

        All the best,

        Chel

  • MD007's avatar
    MD007
    Newbie
    3 years ago

    I put a few ice cubes in a snack bag and place it under my Roku. Does the trick.