Forum Discussion

Shawin's avatar
Shawin
Reel Rookie
20 days ago

Can't move the apps icon when in Guest mode

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?

home screen
roku player

3 Replies

  • RokuElizer-A's avatar
    RokuElizer-A
    Community Moderator
    20 days ago

    Hello, Shawin​ 

    We noticed you're unable to move apps while in Guest Mode. Could you let us know which specific apps you're having trouble with? 

    In the meantime, try restarting your Roku: go to Settings > System > Power. If you do not see a Power Select System restart. 

    Let us know when you can! 

    Roku Community Team

    • Shawin's avatar
      Shawin
      Reel Rookie
      19 days ago

      Thanks Elizer,

      So it's any app. They all give the same error.

      I haven't tried the system restart that way, but I had just done the reset by holding the button on the Roku 4k Express device for 10 seconds and starting from scratch, shouldn't that have done more than what you are requesting me to do? It seems that would be a better reset to clear any issues.

      I hope that helps narrow down the cause,

      • RokuElizer-A's avatar
        RokuElizer-A
        Community Moderator
        19 days ago

        Thanks for the update! Shawin​ 

        You mentioned you're experiencing the same error. We'd like to investigate this further and pass it to our team for review. Please provide us with the following details. 

        • Roku device info: Software version, Device ID, and Serial Number (found in Settings > System > About)
        • Tracker ID (press Home 5 times, then Back 5 times when the issue occurs)


        Looking forward to your reply!

        Roku Community Team