Remotes & Accessories

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
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Level 7

Free HDMI Cable Extension Site Issue

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Recently decided to purchase an Stick + for another TV.  Of course it turns out that I need the free HDMI extender cable.  Went to the my.roku.com/hdmi site to request one but it refuses to recognize the serial number.  I don't want to say how many times I tried.  Is this a known issue?

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Roku Employee
Roku Employee

Re: Free HDMI Cable Site Issue

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@DeniseNTexas 

Thanks for the inquiry.

Please be aware that the free HDMI extender is meant for a Roku Streaming Stick that does not easily connect to the HDMI input on your TV due to space restrictions and allowing for moving the Roku Streaming Stick away from the TV in the event that the device receives a low signal strength or if the device is overheating.

For more information regarding the free HDMI extender visit our Support pages here:
How do I set up my Roku® Streaming Stick?
What should I do if I see the "Low signal strength" message?
What should I do if the red light is on or I see a “Your device is overheating” warning?

What device are you trying to connect to your TV?

Please keep us posted and we will continue to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Level 7

Re: Free HDMI Cable Site Issue

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"mndalesroom" wrote:
Recently decided to purchase an Stick for another TV.  Of course it turns out that I need the free HDMI extender cable.  Went to the my.roku.com/hdmi site to request one but it refuses to recognize the serial number. best washing machine in india[/url:1mal9v6t] I don't want to say how many times I tried.  Is this a ...

Roku site admin I am also facing this issue please help us
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Level 12

Re: Free HDMI Cable Site Issue

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"mndalesroom" wrote:
Recently decided to purchase an Stick + for another TV.  Of course it turns out that I need the free HDMI extender cable.  Went to the my.roku.com/hdmi site to request one but it refuses to recognize the serial number.  I don't want to say how many times I tried.  Is this a known issue?

Are you using the Device ID from the side of the box? Or are you using the Serial Number from Settings > System > About ?
Basil
https://www.basilsblog.com/
Roku Ultra (4660)
Apple TV (5th gen), TiVo

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Roku boxes from every generation.
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Level 7

Re: Free HDMI Cable Site Issue

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I have the same exact issue, and I have tried 3 units, using both the serial number and Device ID.  All return the "invalid serial number" error.  HELP!  All I want is a silly little HDMI extender.....
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Re: Free HDMI Cable Site Issue

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I just bought the Streaming Stick + and need the HDMI extender.  I am having this same issue...not recognizing the serial number.  How can I get an HDMI extender?
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Roku Employee
Roku Employee

Re: Free HDMI Cable Site Issue

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Please post or PM contact information, as well as the serial number/device ID (Settings > System > About).

Thanks.

*Edit* the DeviceID may be very important in the equation.  If you're having an issue with that as well, please let me know.  Also, remember any O's you see are actually 0's (zeroes).
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
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Level 7

Re: Free HDMI Cable Site Issue

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I have the same issue!  The device ID and the serial number are exactly the same.
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Level 21

Re: Free HDMI Cable Site Issue

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Just looked at my Ultra, and the device ID and serial number are not identical. The last 6 digits are the same, but everything before that differs in the two numbers. I have my doubts yours are the same. 
Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 7

Re: Free HDMI Cable Site Issue

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I am having the same issue! It won't accept the SN, which is the same as the Device ID on my streaming stick +

Has this been resolved? If so, how do we get the site to accept the serial number?

TIA!
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Level 11

Re: Free HDMI Cable Site Issue

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"laurenfisher" wrote:
I am having the same issue! It won't accept the SN, which is the same as the Device ID on my streaming stick +

Has this been resolved? If so, how do we get the site to accept the serial number?

TIA!

Nope, they aren't the same. The last few characters of the Serial Number and Device ID are probably the same, but the entire Serial Number is NOT the same as the entire Device ID. The Serial Number should be printed on the device itself. It's also listed on System Info screen from the Roku device:


  • Settings > System > About


Version 8.x lists the Serial Number. Version 9.x lists both the Serial Number and the Device ID.

And, from https://my.roku.com/ you can find the Serial Numbers of devices tied to your account. 

If you still have the box it came in, the Device ID is printed on the label.

Aggravating, I know. They make the Serial Number easy to find, and the Device ID hard to find. Unless you keep the box. Or write it down somewhere.
DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Premiere+ (3921)
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