Can't move app icons

The app icons can't be moved. The * function gives an error about "check connections" but everything else is working fine. Strong Wi-Fi signal (maybe 6' away for router) everything streams, can add more apps, just can't move them. 

I see other posts about this issue in a thread that is "solved" so starting a new one.

I just did a reset by holding the reset button on the ROKU Express 4k device and got it all setup again. One other important detail, this is in Guest mode. I didn't try in regular mode because this is for a guest cottage.

How can we fix this so we can move the apps to the top that we pay for the services for our guests?