I have an older Roku express. The HDMI port on the unit has for some reason disconnected from the inside. The cord was still connect but the actually port is not connected to anything inside the unit so it just shakes around. I tried to contact support to see if it can be replaced but they want the serial number that I can only access via the home screen to which I can not retrieve because there is no way to get a display. I have a 12 digit number on the device but it doesn't work. Any idea guys?