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katiedct
Level 7

Roku Premiere still overheating even with HDMI extender

Roku Premiere started showing the 'overheating' error message after about a year of usage without issue or changing connections or location. Couldn't request the HDMI extender on Roku site as kept getting 'serial number invalid' error message (I see this is a common issue people experience too), so spent my own money to purchase one from Amazon. Now, even with the extender, Roku is still overheating about 1/2way through a movie. What's the next step to resolve? Is a Roku Premiere device only good for one year?

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4 Replies
DBDukes
Level 16

Re: Roku Premiere still overheating even with HDMI extender

Why would you need an HDMI extender on a Roku Premiere? It connects via an HDMI cable.

I'm wondering if it's a Stick that you have, but that's not the same thing as a Premiere; those are totally different devices.

What device do you have? The model number will help.

Settings > System > About

 

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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katiedct
Level 7

Re: Roku Premiere still overheating even with HDMI extender

Model / Device Id: 3920X / K42996698917

It's definitely a Roku Premiere .. the HDMI extender was added as that was Roku's suggested solution for the overheating issue. However, it didn't help.

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DBDukes
Level 16

Re: Roku Premiere still overheating even with HDMI extender


@katiedct wrote:

Model / Device Id: 3920X / K42996698917

It's definitely a Roku Premiere .. the HDMI extender was added as that was Roku's suggested solution for the overheating issue. However, it didn't help.


That's definitely the Premiere, as I'm sure it says on that screen. I have no idea why Roku would suggest an HDMI extender, unless the tech person somehow thought you had a Stick. The extenders can be used to move those away from the chassis of the TV, but I don't have any idea how it could help with issues with a Premiere.

Anyway, let's look at your issue. You say your Premiere is overheating and showing a message? Here's a problem that you may need help from @RokuDanny-R or @RokuMary-F regarding. The device is likely now out of warranty. However, if you can show via emails or other means that you contacted Roku about it while under warranty, and that Roku sent you down the wrong path (a solution for the wrong device), one of those two may be able to help you get it resolved properly.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Premiere still overheating even with HDMI extender

@katiedct

Thanks for reaching out and providing me with your information.

I have passed along your information to our Support team. They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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