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RokuAustin's avatar
RokuAustin
Community Manager
2 years ago
Solved

[SOLVED] Guest mode missing channel tiles, Live TV option

Update

We believe this issue is now solved and are closing this thread. Please start a new thread if you believe you're still encountering an issue.

Previous

We are aware of some users reporting that Guest Mode is not working as intended after updating to OS 13.

Issue: Missing channel icons, Live TV not working

We are currently investigating this issue and hope to have it resolved quickly. 

If you're also experiencing this, please let us know your Device ID and software version, found under Home > Settings > System About, and a brief description of what you're seeing.

Thanks!

Fixed
  • RokuERey's avatar
    RokuERey
    2 years ago

    Hello Community Users,

    We are pleased to announce that the issue regarding Guest Mode not functioning correctly after updating to OS 13 has been resolved for the majority, if not all, of our users. To ensure clarity and organization within the community, we will now close this discussion.

    If you are still encountering the Guest Mode issue, we encourage you to start a new thread or send us a private message for further assistance.

    This discussion will be closed, and the post will be marked as solved. We sincerely appreciate your patience and extend our gratitude to everyone who reported this issue.

    Happy Streaming! 💜

    Regards,
    Rey

20 Replies

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  • TalleysCabins's avatar
    TalleysCabins
    Reel Rookie
    2 years ago

    **** ROKU CUSTOMER SUPPORT -  READ THIS ****  You have a system wide issue or you have changed mode of operation with last update in regards to this problem.

    Problem:  In Guest Mode:  Home Display does not show default Channel Tiles.  For example, The Roku Channel.  Default Channel tiles use to be displayed for a Guest starting point.

    Start of Problem:  Approximately 22Apr2024

    Troubleshooting:

    1. Problem exist on multiple TCL ROKU Devices.
    2. Problem exist across multiple networks
    3. Reboot of device did not fix problem.
    4. Turning Guest Mode on/off/on did not fix the problem.
    5. Reactivation of ROKU device did not fix the problem.
    6. Problem does not exist when NOT in guest mode.  Only exist in Guest Mode.
    7. Guest Mode only displays the following on Home screen
      • HDMI1, HDMI2 HDMI3 HDMI4 (ARC)
      • AV
      • Live TV
      • Add Channels
      • Sleep Timer

    Case Management: 08MAY2024

    1. Contacted Support via Chat:  No Help.
    2. Contacted Support via Phone:  No Help, Disconnected
    3. Contacted Support via Phone 2nd Time:  Still no progress and not even sure support team understands issue.
    4. Communication barrier exist with support staff for English speaking customer
    5. Help Desk Ticket # 9728373

     

  • Lynne328's avatar
    Lynne328
    Newbie
    2 years ago

    Guest mode: no channels

    I have an account with 12 TVs for STRs. Guest mode used to work wonderfully. When I log into guest mode there are no channels, not even the Roku Channel. I have done a factory reset.

    When I log in: my personal channels are there, but when I log into guest mode it is blank and I have to install the channels manually every time. Any suggestions?

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Lynne328,

      A warm welcome here in the Roku Community!

      We see that you're seeing an issue when accessing Guest mode, whereas installed channels are not added, and we'd like to see more about what's going on here.

      We'd like to learn when you start seeing this? Is there some recent change you received that might be related to this? In addition, it seems like the factory reset did not help and thanks for the effort.

      Along with the details, please share with us the information below.

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

      We'll be looking forward to your update.

      Thanks,
      Rey

      • bran24's avatar
        bran24
        Channel Surfer
        2 years ago

        I have this exact same problem. Problem started recently, although hard to say how long ago as I am not always at my condo that I rent out as an STR (Short Term Rental).

        It used to be that guest mode was great, the guest would choose the date, then default apps would load, along with the Roku TV app (channel) that provided the "Live TV" feature. Now once you choose your checkout date, there are no apps. The only icons are for inputs that you setup under the non-guest mode. Then the menu item for Live TV used to show "Live TV Channel Guide" now it is just a blank purple screen. I also did a factory reset but that didn't help.

        Settings > System > About
        Roku Device Model: TCL model 55S431
        Serial #: X00000A7CA6J
        Device ID: S099D117CA6J
        SW OS/version: 12.5.5 build 4174-93

        Tracker ID: 6J-184-329
        Model: C164X - Roku TV
        Serial number: X00000A7CA6J (S099D117CA6J)
        Software version: 12.5.5 build 4174-93
        GC version: 11.4.29
        Timestamp: 2024-05-08T00:09:43Z

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