Solving playback issues

[RokuTakashi]

Hi, @_desperate4afi_ 

We understand your concern regarding the overheating issue with your Roku Ultra, and we'd like to gather more details regarding the issue you have experienced so our team can 

Our team is investigating this issue you're encountering and we need your cooperation to get this sorted out. Will you please provide the following details below:

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• When does the issue happen? Does it occur while streaming a specific app or content? 

With all these details that you will provide, we'll be able to forward this to the appropriate Roku team for review. 

We are looking forward to your response.

Best wishes,
Kash

[mikew_nt]

@RokuTakashi with all respect:

Why is Roku asking for more tracebacks? 

What is the result of the investigation on the previously provided tracebacks?

Why don't you just hook one up in the lab, and measure the actual temps, and compare the pre- and post- June update software in the Ultra?

Again, respectfully, it feels like Roku is continuing to dodge this issue instead of just addressing it.

If I had access to your hw characterizations, and your software I could probably figure it out for you.  This should not be difficult to troubleshoot.  There are already a lot of suggestions in this thread. 

And could you please change all of the "Solved" replies to not solved, because obviously this is NOT solved.

Thank you.

[WBSports]

Hello

we have this issue as well. Tried all the ideas multiple times and it gets almost too hot to touch on a regular basis. 

can you help? 

[RokuTakashi]

Hi, @WBSports 

Thanks for posting, and welcome to the Roku Community.

We understand the concern you have encountered with the Roku Ultra having an issue with overheating, and we'd like to gather more information for our team to help. We would like to gather more details so this issue can be looked closely. Can you please provide the details below:

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

We hope to hear back from you along with the requested details.

Best wishes,
Kash

[drgteye]

@RokuTakashi

How much information do you need?

You've been asking for this since the beginning of Sept and have gotten many replies.

Just fix the problem or upgrade our units

[WBSports]

Hi

i I think you mean the roku remote.  I gave up on it long ago and use my phone with the roku app.  The remote does not last long.  So I cant find the info with your instructions. According to another user in this thread providing that information to you does not seem to provide any results. Perhaps you would replace the unit?  Thank you. 

[NVKG]

I have had similar issues for some time. I finally solved them by taking off the rubber pad on bottom of the Roku device. The rubber pad causes the heat to build up in the ROKU. I also set my ROKU on a small wire grate to allow air circulation underneath it. I haven't had an overheating message for at least 10 months.

[Mozzilla]

Thank you for the tip to take the rubber pad off. I might try that 

[John117Spartan]

We have a 4802X ultra that hasn't shown any sign of overheating and is used daily for upwards or 12 hours a day consistently.  It's also almost 2 and a half years old at this point, don't know what the difference in hardware is, but that could be the issue is that yours may just be at it's end of life for the hardware.  It does seem to me that roku's are made quite cheaply and with very little thought towards long term survivability of the hardware... Something that has been obviously lacking in any of it's promotional material since it's inception as far as I can tell.  They should at least be honest about what their predicted life cycle of their products is so that their consumers know what they are actually buying and spending in the long term.