Features, settings & updates

[brbmoore]

I have a Roku Premium that I purchased six weeks ago. It keeps giving a warning that it's overheating whenever we use 4k. It's not in a cabinet, or on top of a cabinet, and we have to literally keep a fan blowing on it to not have that error code. 

This is the fourth Roku I have bought and by far its the worst. WHY is this an issue? There are no fixes other than turning it off, so WHAT is the solution? If you can't use 4K then why is it marketed that way? 

[RokuERey · Accepted solution]

Hi @brbmoore,

A warm welcome here in the Roku Community!

This is not the exact experience we wanted you to have with your new Roku device and we appreciate you for flagging us about this. We'd like to know how you are powering this device, as this could be a factor that causes this issue. Receiving insufficient power may cause this. If you're using the TV USB port to power this, try plugging it directly into a wall outlet and then try again to see if you're still seeing the same issue. 

You'll want to check more support here: What to do if the red light is on or you see a “Your device is overheating” message.

If this has been happening too often, please report back here and share with us the serial number of the device, which can be found by navigating to Settings > System > About.

Thanks,
Rey

[brbmoore]

Hi Rey, it is not plugged in with an HDMI, it's plugged into an outlet. It is plugged in the exact same way as the router and the Xfinity streaming device was plugged in. It mostly does it with 4k. 

[brbmoore]

It is plugged directly into an outlet. I've unplugged it several times.

[brbmoore]

I also tried to contact ROKU for a return, there is no option to contact anyone. I also looked to return it to Walmart but they say its too long. I bought it March 15. GREAT customer service, and really stellar guarantee. NOT.

[RokuERey]

@brbmoore,

Thanks for getting back to us!

It seems like you're still experiencing the issue, and thanks for sharing extra details. Could you please share the serial number of this? You can find it by navigating to Settings > System > About. We'll be able to assist you from there.

Thanks,
Rey