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JaeH
Level 8

Model numbers don't coincide

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My roku streaming stick model number is clearly marked 3800X. My roku account says the model number for the same streaming stick is 3600RW. I purchased it a while back and just found out I am unable to access certain apps because the 3600RW model isn't compatible. I ordered the 3800X which is compatible. What is going on?

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JaeH
Level 8

Re: Model numbers don't coincide

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Thanks JT. You have been very kind. I will write to the contact you noted in your last post this week.

View solution in original post

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renojim
Level 13

Re: Model numbers don't coincide

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What model does it say on the Settings>System>About screen?  The 3800 and 3600 are two different sticks.  Did you get it at Walmart (implied by the RW suffix)?  Maybe someone swapped sticks on you?

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JaeH
Level 8

Re: Model numbers don't coincide

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No sticker on the unit. The number is embedded on the roku stick itself. If I recall correctly, I did purchase this particular roku item at Walmart

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renojim
Level 13

Re: Model numbers don't coincide

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What model does it say on the Settings>System>About screen?

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JaeH
Level 8

Re: Model numbers don't coincide

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3600RW is the model number in settings.

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renojim
Level 13

Re: Model numbers don't coincide

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Wow!  So it's like you got a 3600 in a 3800 case?  I'd search for my receipt and/or try to explain to Walmart that you got hosed.  :-)  Do you still have the packaging?  What does it say if you have it?

 

-JT

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JaeH
Level 8

Re: Model numbers don't coincide

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The unit itself (the roku streaming stick) has model 3800 imbedded in it. That's why I don't understand why the tv is picking up that it's a 3600 model. I'll have to check to see if I still have the original box. I also need to see if I have the original purchase receipt. I'm quite sure I charged the purchase so it would be on one of my credit cards. This is very discouraging.

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renojim
Level 13

Re: Model numbers don't coincide

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It is very strange.  I can think of 3 possibilities:

  1. Someone bought that unit, swapped out the insides with their 3600, and then returned it and you then purchased it.
  2. It was somehow screwed up at the factory (I don't think the 3600 and 3800 were ever produced at the same time).
  3. The wrong firmware somehow got loaded onto it (I doubt the 3800 could run the 3600 firmware, but who knows).

All seem pretty unlikely.  You might want to wait until Monday and contact one of the Community Managers like RokuTannerD and see what they have to say.

 

Good luck!

-JT

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JaeH
Level 8

Re: Model numbers don't coincide

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Thanks JT. You have been very kind. I will write to the contact you noted in your last post this week.

View solution in original post

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Roku Employee
Roku Employee

Re: Model numbers don't coincide

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@JaeH 

Thanks for the notes there. This is definitely something we would like to take a closer look into.

Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.

Thanks,
Danny

Danny R.
Roku Forum Moderator
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