Channels & viewing

[RokuJechealR]

Hi @hrvstrsrrw,

Thanks for the first post in the Roku Community!

We understand you have an issue with Max that causes you to overheat your Roku device. If you are done with the troubleshooting steps provided above, and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. In this case, a problem within that specific channel likely needs to be addressed with an update from the channel developer.

If you have any other questions or concerns, please keep us posted.

All the best,

Chel

[Briley239]

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. 

[Minka]

Please advise, how to "contact the channel provider's customer support team" ? It seems odd that this overheating problem is happening in multiple geographic locations...how can it be a channel provider issue?

[RokuJohnB]

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]

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.

[RokuTakashi · Accepted solution]

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

[RokooSojood]

Same issue here. 

@RokuTakashi @RokuJohnB  would you please relay this information to MAX so they put an update for the app?

I have this issue with Roku Streaming Stick 4K | Streaming Device.  Wondering if I upgrade my Roku to a newer Roku device the issue would be resolved?

[RokuERey]

Hi @rlarkinsmith @RokooSojood,

Greetings from the Roku Community!

We appreciate the additional information regarding this. We'd like to see more on what's going on here.

Could you tell us more about this? Have you tried reinstalling the channel, making sure to restart your device before adding it back to see if you're still seeing the same issue occur?

If there's no improvement, could you please provide the details below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• 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
• errors that you are experiencing on screen.
• Can you provide a video or screenshot of the issue you're experiencing?

Once we have this information available will be able to forward this to the appropriate Roku team for further investigation.

Keep us posted!

Thanks,

Rey

[Minka]

Tracker ID business doesn't work (push home button 5 times?? It just goes to home!!)

If I put a fan very close to my Roku device, the overheating message doesn't appear when watching certain shows on Max. That is not a convenient solution, however. If I get a newer Roku stick, will that fix the problem? It's very irritating that nobody can figure this out!

[RokuJohnB]

Hi @Minka,

Thanks for keeping us posted on the Max app that is overheating your Roku streaming stick!

Please be advised that you can press the back button five times, including the home button on your Roku remote, to see the tracker ID show up. If we have this information, we will be able to pass along your details to the appropriate Roku team and further investigate this issue that you're experiencing.

We look forward to hearing you soon.

Thanks,

John