Solving playback issues

[Jimndebf]

Trying to return a dead Roku Ultra (model #:4800X). When I try to process the return - it is telling me the device must be linked to my account. When I try to link it to my account - it requires the serial number. When I enter the serial # - it tells me it is invalid. 

The serial # on the box & on the physical device is: S02C213XT77K

I couldn’t tell if the 2nd character was numeric (zero) or alphanumeric (letter O) - so I tried them both - and got the same “invalid serial #” error.

I can provide a picture of the serial # label on the box if needed.

I don’t know what to do at this point- please advise…

[renojim]

I assume you can't navigate to Settings->System->About to get the serial number.  That number you have that's labeled SN or Serial Number is most likely a Device ID, because... Roku.

If the device is still linked to your Roku account you can also see the serial number under your linked devices at https://my.roku.com .

[Jimndebf]

No - I can’t get to the device settings - it is completely dead except for the little power indicator light on the front.

As stated in the original post: I am trying to return it - but to do so I have to link it to my account. To link it to my account I need to enter the serial # . The serial # listed on original box and the device itself is not valid.

[RokuNimfa-C]

Hi @Jimndebf, 

Thanks for reaching out. 

The information you provided S02C213XT77K is the Device ID of your Roku device. To help you further, here is the serial number of your Roku device: X01000FXT77K. Please try again to process the return request using this information. 

Are you able to complete the request? Keep us posted on how it goes. 

Regards,
Nimfa

[Jimndebf]

Thank you RokuNimfa-C… Yes - that did work ! I was able to successfully submit the return request.

However, it would be useful if the number I found on the box (and device) didn’t start with the letters “sn” as this leads people to believe that it stands for “serial number” not “Device ID”.

Additionally - the serial number should be listed on the box or device (or both) - especially when a device (like mine) dies and I couldn’t get to the settings to find it.

Again… Thank You !

[renojim]

What would be nice is if some incompetent fool at Roku didn't decide two unique numbers were necessary for every device.