Solving playback issues

[Eclypse-4]

My serial number is YG00DK754145 UNDER SETTINGS, THE NUMBER ON THE BACK OF ROKU IS C3395D754145, WONT ACCEPT EITHER. So how do I get the free extender  text 5623551188, thanQ

[RokuJohnB]

Hi @Eclypse-4,

Welcome to the Roku Community!

We understand you're having trouble getting the free HDMI extender into our website. No worries, help is here. Please be aware that we have passed along your information to the Support team and they're the ones that will reach you back.

If there's anything else that we can do to assist you, please let us know.

Best regards,

John

[atc98092]

@Eclypse-4 look closely at the 3rd and 4th digits. Are they a zero or the letter O (maybe one of each)? The font used on the Roku screen might make it difficult to tell for certain, but the zero isn't as round looking as the letter O. 

[makaiguy]

@Eclypse-4-

• If you are able to use your Roku, Settings/System/About will verify, among other things, your Roku model, model number, and serial number.
• You can also find the model and serial number of any devices linked to your Roku account by logging into your account at https://my.roku.com.  Scroll down to your list of linked devices, and click on the Roku of interest
• What model is your Roku?  The free extender offer is only for Roku Streaming Stick products.  Ultra, Express, Premiere, etc are not eligible.
• Also where are you located?  I seem to recall this offer is only for US residents.

There's nothing special about the Roku HDMI extender, it's just a short (4 inches or so) HDMI extension cord with an HDMI plug at one end and an HDMI socket at the other. I use a non-Roku HDMI extension cable several feet long to locate my Streaming Stick+ in an equipment closet on the other side of the wall from my TV. You may be able to find an HDMI extension locally or at a non-Roku online vendor and get one faster than waiting for Roku to process your order and ship it to you. Or use a female-to-female HDMI connector to connect your Roku Stick to a regular (non-extension) HDMI cord.

[renojim]

@Eclypse-4, do you have an Express 3900 or 3910?  The cable would be absolutely pointless since you're already using a cable.  That's why your serial number isn't being accepted.

[aaciii]

Agree that the Roku website does not accept many serial numbers.   I have 5 of the latest Roku Stick 4K model (rev 2) - the website won't accept the serial numbers.

[atc98092 · Accepted solution]

When reading the serial number, it can sometimes be difficult to tell the difference between a 0 (zero) and O (capital letter). If you get that wrong it will reject the serial number. 

[aaciii]

It’s not that.   The serials are cut-and-pasted directly from the Roku portal.