Forum Discussion

sh66's avatar
sh66
Channel Surfer
2 months ago

Guest Mode options to move and remove apps are not available

We use Roku Guest Mode on our TV to support guests who stay in our short term rental so they can log into their personal steaming services and be logged out automatically at the end of their stay. ...
app feature
app support
RokuFelipB's avatar
RokuFelipB
Community Moderator
2 months ago

Welcome, sh66​!

We understand that the device can't move or remove the apps while in Guest Mode. To help us investigate, could you share the following info?

  • Device ID, Serial Number, Software Version, and Model Number. (This info can be found in Settings> System> About)
  • Tracker ID: Press the Home button 5 times, followed by pressing the Back Button 5 times.
  • Have you encountered this issue after the device/software update?

We anticipate your reply!

Roku Community Team

  • sh66's avatar
    sh66
    Channel Surfer
    2 months ago

    Hi RokuFelipB​ 

    Here is the information you are requesting:

    Device ID:  SOA8919X2J56

    Serial Number:  X01200AX2J56

    Software Version:  14.5.4.5944

    Model Number:   G108X

    TCL Model Number: 43S431

    Tracker ID: Instructions given do not appear to work with my system

    Encountered after system update?  Yes, this functionality was available until a software update was applied some time ago (I think sometime in mid to late 2024). Since then, attempting to select app options in guest mode has not worked with selected applications.

    • sh66's avatar
      sh66
      Channel Surfer
      2 months ago

      RokuFelipB​ 

      I read your post to rokuwbpl​ about how to find the Tracker ID, and those instructions were slighly different from the ones you sent me. Here is the Tracker ID info I was able to pull with the correct process:

      Thanks.

    • sh66's avatar
      sh66
      Channel Surfer
      2 months ago

      @RokuFelipB​ 

      We have multiple Roku devices some Roku enabled TVs and some teaming devices sold by Roku. All of these devices are on the same software version and all are displaying the same error behavior in Guest Mode:

      And given that user @rokuwpbl is reporting the same behavior on his systems and that all the issues started after a software update, it’s obvious that this problem is a regression bug introduced by a change to the software. Can this please be reported to Roku Development for investigation and resolution?

      It’s a problem that apps which are no longer working cannot be removed from the default Guest Mode home page because of this error.

      Thanks again for your quick response..

    • RokuFelipB's avatar
      RokuFelipB
      Community Moderator
      2 months ago

      Thanks for replying, sh66!

      We will forward this info to the right team for further checking.

      Keep an eye out for more updates!

      Roku Community Team

  • rokuwbpl's avatar
    rokuwbpl
    Channel Surfer
    29 days ago

    I know have the issue with 2x more rokus that were forced to update.

    Model 3930X - Roku Express

    Serial number X00400W2K6AA

    Software version 14.5

    Device ID S0082072K6AA

    Model 3930X - Roku Express

    Serial number X00400M3YS47

    Software version 14.5

    Device ID S0082093YS47

     

    • RokuRhea-V's avatar
      RokuRhea-V
      Community Moderator
      29 days ago

      Thank you for this info rokuwbpl​

      I’ll pass it along to the right team and start the investigation.
      Appreciate your patience and support! I’ll reach out here if I need more details.

      Roku Community Team