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.

When Roku is in guest mode, the user is unable to select options on certain apps using the * key on the remote or in the Roku mobile app.  Instead of the app options menu, a "Not connected to the Internet" dialog box is displayed:

This dialog tends to confuse guest who may think there is something wrong with the TV or the internet connection. In spite of the message, the device is connected to the internet and the apps actually work when opened. However, without the options available guests cannot move apps to new locations on the home screen or remove them if unneeded.

If the device is not in guest mode, the same apps present their options menu as expected.

This seems to have started with a Roku system update about a year ago. We have been unable to clear the condition with any type of available reset within the Roku system (network connection reset, factory reset, etc.).

Apps which we have noticed don't present their app options when in Guest Mode include: Netflix, Hulu, Showtime, Roku Channel, Fandango at Home, Pandora, iHeart, Disney+, Peacock, AppleTV, Parmount+, Max and Fubo.

Apps which still present their app options menu when in Guest Mode include: Live TV, Prime Video, YouTubeTV, PBS, PlutoTV and Tubi.

We would appreciate help resolving this issue.

app feature
app support

16 Replies

  • rokuwbpl's avatar
    rokuwbpl
    Channel Surfer
    2 months ago

    Hi

    Model: 3930x sn S008209WDSJP.

    SOFTWARE 14.5.4 BUILD 5944

    The other instructions do not work. There is no about section there. Only in the wifi menu.

    • rokuwbpl's avatar
      rokuwbpl
      Channel Surfer
      2 months ago

      3930X 

      Serial X004005WDSJP

      Device ID  S008209WDSJP

      SOFTWARE 14.5.4 BUILD 5944

    • sh66's avatar
      sh66
      Channel Surfer
      2 months ago

      Hi,

      I had to take Roku out of Guest Mode entirely to get access to the About section. 

      Certain System menu options appear not to be available when the Roku is in Guest Mode.

  • 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

    • rokuwbpl's avatar
      rokuwbpl
      Channel Surfer
      2 months 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
        2 months 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

    • 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.

      • 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
    2 months ago

    Im having an issue with several apps. Once i place my roku 3930x into guest mode it wont let me remove or move netflix, hulu, vudu, and pandora,. Ive factory reset multiple times, networked reset. did all the troubleshooting for over 2hrs on monday. They said they  would call me back and nothing.  error i get is "not connected to the internet. Even though i am as i can add new apps and delete those i add and other previously on roke. Just those 4 above. Still waiting on cb over 48hrs.

    • rokuwbpl's avatar
      rokuwbpl
      Channel Surfer
      2 months ago

      its been about a month seems to coincde with 14.54 firmware. We have 20x of these and dont want same thing to happen.

      • RokuFelipB's avatar
        RokuFelipB
        Community Moderator
        2 months ago

        Hi rokuwbpl​

        Thanks for reaching out.

        We understand that your Roku device isn't letting you remove apps when in Guest Mode. Can you share the following:

        • Tracker ID (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)

        Once we have that information, we're going to look into it.

        Roku Community Team