Solving playback issues

[katiedct]

Roku Premiere started showing the 'overheating' error message after about a year of usage without issue or changing connections or location. Couldn't request the HDMI extender on Roku site as kept getting 'serial number invalid' error message (I see this is a common issue people experience too), so spent my own money to purchase one from Amazon. Now, even with the extender, Roku is still overheating about 1/2way through a movie. What's the next step to resolve? Is a Roku Premiere device only good for one year?

[DBDukes]

Why would you need an HDMI extender on a Roku Premiere? It connects via an HDMI cable.

I'm wondering if it's a Stick that you have, but that's not the same thing as a Premiere; those are totally different devices.

What device do you have? The model number will help.

Settings > System > About

[katiedct]

Model / Device Id: 3920X / K42996698917

It's definitely a Roku Premiere .. the HDMI extender was added as that was Roku's suggested solution for the overheating issue. However, it didn't help.

[DBDukes]

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@katiedct wrote:

Model / Device Id: 3920X / K42996698917

It's definitely a Roku Premiere .. the HDMI extender was added as that was Roku's suggested solution for the overheating issue. However, it didn't help.

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That's definitely the Premiere, as I'm sure it says on that screen. I have no idea why Roku would suggest an HDMI extender, unless the tech person somehow thought you had a Stick. The extenders can be used to move those away from the chassis of the TV, but I don't have any idea how it could help with issues with a Premiere.

Anyway, let's look at your issue. You say your Premiere is overheating and showing a message? Here's a problem that you may need help from @RokuDanny-R or @RokuMary-F regarding. The device is likely now out of warranty. However, if you can show via emails or other means that you contacted Roku about it while under warranty, and that Roku sent you down the wrong path (a solution for the wrong device), one of those two may be able to help you get it resolved properly.

[RokuDanny-R]

@katiedct

Thanks for reaching out and providing me with your information.

I have passed along your information to our Support team. They will follow up and assist you.

Thanks,
Danny

[tekkron64]

I am also having the same issue with my Roku Premiere box with HDMI Extender. What would be the next step?

Thank you,

Ron

[DBDukes]

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@tekkron64 wrote:

I am also having the same issue with my Roku Premiere box with HDMI Extender. What would be the next step?

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An HDMI Extender on a Roku Premiere? The Roku Premiere comes with an HDMI cable. What is the HDMI Extender supposed to do? How long is it?

Are you sure you have a Roku Premiere? Not a Roku Stick? What's the model number? Settings > System > About

[tekkron64]

Model 3920x

Serial # K43027170038

[DBDukes]

Let me understand what's going on. You have a Roku Premiere, model 3920, which is connected via an HDMI cable to your TV. It's overheating. You added an HDMI Extender to it?

I gotta ask why you got an HDMI Extender. Did Roku suggest that? All an HDMI Extender would do is add a couple of inches to your HDMI cable setup. You wouldn't need one of those with a Premiere. With a Stick, it could make a difference because it would allow the Stick to move slightly away from the TV chassis and reduce possible interference. For a Premiere? I don't get it.

Maybe I should step back and wait on @RokuDanny-R or @RokuKariza-D to step in and deal with this.

[tekkron64]

Sorry, the serial number is actually YH007Y170038