Solving playback issues

[RokuKariza-D]

@Jaytizzle

I apologize for the delay in response.

I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

Your patience and understanding are greatly appreciated.

All the best,
Kariza

[Jenny7]

I have a roku premiere and I have tried to fix the overheating with all suggestions.  I tried to order an extender but said my serial number wasn't valid. What do I do now?

[RokuKariza-D]

Hello @Jenny7

Thanks for reaching out here in the Community.

Please be advised that HDMI Extenders are only compatible with Roku Streaming Sticks. For us to further assist you with the overheating issue of your Premiere, reply here with the serial number or device ID of your player. It can be found at the back or underneath the device itself.

We'll keep an eye out for your response.

All the best,
Kariza

[WerewolfVm]

Hello! Your resolve for these overheating issues does not help one bit. I added the HDMI Extender cable to my 4K+ stick and it's more than 8 inches from the TV and nowhere near any wall. I still get the overheating warning on newer transmitted movies and shows from HBOMax like House of Dragons for example. Very tiring and annoying to see this on the screen while watching the show. I also wonder when it will die on me as I am using it or create a little sparking/fire. How about really fixing this issue?

[RokuKariza-D]

Hey @WerewolfVm

Thanks for bringing this to our attention.

Please reply here with the serial number of your Roku device. It can be found by navigating to Settings > System > About or at the back of the stick itself. Once we have the information needed, we'll forward it to our team who will assist you further.

We look forward to your response.

All the best,
Kariza

[TustinGuy]

My overheating Roku stick is 213121409183. I get the message even with the HDMI extender.  I ended up adding aluminum foil "fins" to the stick to stop it from overheating and stopping.  Too bad Roku doesn't come up with this as a free fix. (Not aluminum foil, but some sort of hard aluminum fins like ICs use.)  I'd love to replace this stick though.  I'm worried about the internal damage due to continued heat.

[RokuKariza-D]

Hi @TustinGuy

Thanks for reaching out.

I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

All the best,
Kariza

[Db12C]

I have read your article on an overheating device. I followed the link to receive a a free HDMI extender.

In filling out the form for my 2 devices I have entered the SN and each time an error message come up saying it is an incorrect SN number. I have done this several time for each device and the same error message comes up each time. 

The numbers are: SN K42983556292       MODEL #3920X

    and   SN: JG28CG641781     MODEL#3921X

I can find no other numbers on either device. What wrong?

Thanks for any help, Dusty Benedict

[renojim]

@Db12C, the extender is only for sticks and a stick is device that plugs directly into an HDMI port without the need for a cable.  Its purpose is to get the stick further from the heat produced by the TV itself.  It would accomplish absolutely nothing for your 392x devices.  My 3920 has been the worst Roku device I've owned.  It works slightly better removed from its case, but that's probably not a solution for everyone.

[legaldesign]

Thank you for that observation.  I have an HDMI extender on order from Roku and will be looking forward to similar results.