Roku setup

[KevL]

I installed a Streaming Stick 4K about a week ago. When it works, it delivers excellent video and audio together. However, it has constant connection issues and I have to go through unplug/plug process daily and sometimes for a couple times in a day. I wanted to try to connect it to a different HDMI port on my TV and I needed an extension so I tried to order a free extender through Roku.com. After a couple futile attempts, I gave up on it. (BTW Roku needs to check on this order system since it’s not working.) While I was going through this order attempt, I found the serial number registered in my account was wrong. Since I didn’t type it in but the Roku pulled it out from the device in the middle of the setup process, I have no idea how and why the wrong serial number was registered. My question is if this wrong serial number could affect the performance of my Roku stick, and if it does, then how can I correct the registration info in my account. 

[Michelle3]

What does the serial number on the Roku unit itself read and what is the wrong serial number registered?

~ Jordan

[KevL]

Number on the stick: S08Y422JTS71

Registered number: X017000JTS71

[Michelle3]

That, is, bizarre.  Seems like there might have been an error while the device units were being manufactured.

~ Jordan

[KevL]

Maybe I should return the stick and ask for a replacement, then?

[Michelle3]

Probably.

~ Jordan

[AvsGunnar]

@KevL 

The serial numbers are different after setup and activation and are generated for your Roku account.  When the serial number is requested, preferably use the one that is available at https://my.roku.com/account that is at the bottom of the page under Linked Devices.  Ideally, this should match the Serial Number under Settings/System/About.

Roku support can coordinate all these different numbers (some are really device numbers).  This is normal to have multiple numbers.

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As for your connection issues, try either using the Home button to wake up the Roku device, or try disabling the power savings feature. (Settings/System/Power/Auto Power Savings/20 min interaction).

If you are actually losing network connection, then may need to set your wireless channel in your router to a manual channel (36-48 or 149-161 on the 5ghz band), rather than using "Auto channel selection".

If you can provide more details what is actually occuring, can attempt to pinpoint more likely the issue.

[Edit] Re: the HDMI extensions.  Users are reporting issues completing the form for the free extender.  Can certainly tag a Roku employee here for you but may be easier to just get one from a store (just a female to male adapter cable, and can get a longer one that may suit your needs better).

[Michelle3]

Oh man, this is what I should’ve explained!
So it’s not a numbering error on the manufacturer’s part.  Could be two serial numbers.  However I can’t check if my Roku 3910 has two serial numbers right now because I’m still out of town as of this posting.

~ Jordan

[KevL]

Thanks for your help, AvsGunnar. Maybe I should keep the stick for another week and follow your suggestion to see if it helps. Meanwhile, the number registered in my account is not a working number because I received a "Wrong SN" reply from the Roku system when I used this number to order a free HDMI extender. 

[AvsGunnar]

@KevL 

Certainly could still just be the order form still having an issue as reported by others.

Will tag @RokuMary-F and @RokuKariza-D and see if they can help get you this extender since you posted your serial numbers in previous posting above.