I’m having the same problem at my Airbnb. I have to manually exit guest mode for all of my TVs every time someone checks out. When the guest attempts to exit guest mode, they get a message that says “oops. There was a problem connecting to the server. Please try again later.” I’ve been having this issue for at least three months. It definitely undermines the main value of having Roku devices in a short term rental. Really looking forward to a fix.

Hi cdcutlip, Welcome to the Roku Community! We understand that you're having difficulties signing out of Roku's Guest Mode and that you can't navigate back to the main menu screen. We're here to guide you through the step-by-step process. Let's see if this works for you. Sign in to your Roku account using this Roku website: https://my.roku.com/account Once logged in, scroll down to My Streaming Devices & TVs Find your Roku device and select Sign Guest Out Select Yes, sign guest out now For reference, please visit this support article: How to use Guest Mode on a Roku streaming device We hope you find this information helpful. Regards,Riamie

Every time someone checks out needs to manually exit Guest Mode

32 Replies

Dkradel
Channel Surfer
8 months ago
What worked for me is to access my account on the Roku app and select the TV I was having trouble with (I have 4 Airbnbs) and turned off guest mode. It then went through an update and when it was finished I could turn guest mode back on again. Do you have access to the account on the roku app?
- BC23
  Newbie
  8 months ago
  Extremely helpful thanks.
Hannah005
Channel Surfer
8 months ago
I manage two airbnbs. Last Friday the TVs at one of them were not signing out of guest mode. I used the option to clear guest info and sign out. Everything seemed normal and the screen showed the signing out message and restarting message. The TV restarts and then ends up coming back into the signing out guest mode screen. I tried various rounds of using the reset button and unplugging the TV in different ways. Resetting would bring me to recovery mode, allow me to set a language, and connect to the network. Then the only option I'm given is update. I run through the update and it completes successfully and reboots. When it comes back up it's back on the guest screen (rather than the welcome screen to set your check out date). I ended up having to call a repair man to come fix it. He told me he had to take the back of the TV off, reset it and disconnect the power from the main board to fully kill any leftover power left in it, then reconnect it and reset it again. I ended up having to set it up again after this. I thought it was only this TV having the issue but then went to my other property yesterday (Monday) and found the same exact thing happening. I tried his workaround but it was not successful here. I spoke to another repair company and they suggested leaving the TV unplugged for at least an hour to achieve the same thing. I have a guest there so they haven't gotten back to me about trying it since I unplugged it but now I'm finding the other two TVs at my first property are still stuck in guest mode from the previous stay. I'm afraid to try the clear info option because at least as they are now you can still connect streaming apps and watch live TV. I saw there was an update pushed out Friday to fix an issue with guest mode and I'm wondering if it caused this new issue to occur. I need to fix 3 TVs right now and I'm not trying to pay another repair man. Any insight would be appreciated. The first TV that had the issue was an Element. The second was TCL. My other two TVs that are still stuck in guest mode ar Onn brand. I don't think it's a brand issue or an account issue since it's happening with multiple brands and accounts. I can provide more details on reset processes followed if needed. Please HELP!!
- BayAve
  Newbie
  8 months ago
  Same issue on 4 of 6 sets in our Airbnb. Tried everything. Finally figured out that if you shut Guest Mode off through the Roku app the set will break out of the Signing off Guest Mode infinity loop, return to the Home Screen where you can manually or through the app restart guest mode. Worked for me 4X. Don't you just love field testing software updates for Roku?
- cdcutlip
  Newbie
  8 months ago
  I'm having the same issue. Roku branded Roku TV. I arrived at our condo, powered on, and it says Guest Mode Signing Out. I can't exit or get to main menu. After a while the tv restarts and same thing.
  
  I tried reset button on back. Connected to network. Did update. Powered on. Same thing.
  TV is 3 months old.
  - RokuRiamie-D
    Community Moderator
    8 months ago
    Hi cdcutlip,
    
    Welcome to the Roku Community!
    
    We understand that you're having difficulties signing out of Roku's Guest Mode and that you can't navigate back to the main menu screen. We're here to guide you through the step-by-step process.
    
    Let's see if this works for you.
    
    Sign in to your Roku account using this Roku website: https://my.roku.com/account
    
    Once logged in, scroll down to My Streaming Devices & TVs
    
    Find your Roku device and select Sign Guest Out
    
    Select Yes, sign guest out now
    
    For reference, please visit this support article: How to use Guest Mode on a Roku streaming device
    
    We hope you find this information helpful.
    
    Regards,
    Riamie
mwcermak
Newbie
8 months ago
I have approximately 30 Roku TV's across 5 rental properties and all of them are experiencing the same issues as noted in this string with Guest Mode. I am remote in another state so cannot provide the model number or serial number for each TV.

I have turned off guest mode on ALL TV's through my online account and plan to wait 48 hours for auto updates to push - will this solve the problem? Can the Roku team confirm that they have pushed an update with a fix?
Dkradel
Channel Surfer
8 months ago
What worked for me yesterday is to log onto your Roku app on your phone and turn off the guest mode there. Then turn the Roku off and back on. It should do an update and work as normal. I’m going to check tomorrow (this is at an Airbnb) to see if the guest mode is working again. Otherwise I’ll turn off the guest mode for now until the glitch is fixed.
Dapirate
Newbie
9 months ago
Following, as I have the same issue. It seems to last longer if the power save features are disabled but after a while, the Roku enables the power save again and the checkout is reverted back to Dec 31st. Very odd behavior.
GaeaTeam
Binge Watcher
9 months ago
Exactly the same issue Im having. Is your sign out date set to Dec.31 all by itself.
GaeaTeam
Binge Watcher
9 months ago
Identical issue. Tech-support is useless.
GaeaTeam
Binge Watcher
9 months ago
Mine are doing the same thing. I noticed the signout is set at December 31! This is clearly a firmware issue. It is insane that it is now October and this is not fixed.
RokuRiamie-D
Community Moderator
8 months ago
Hi CanadayComfort GaeaTeam,

We understand that you are also having an issue with Guest mode on your Roku device or Roku TV.

We highly suggest you try the step-by-step process on how to change the Guest Mode sign-out date:
You can change the sign-out date from the Guest Options menu.

Press Home on the Roku remote

Scroll and select Guest Options

Select Change automatic sign-out date

Navigate the calendar and choose a new date

Select the highlighted Checkout button to confirm the date

Furthermore, if the issue persists, we would like to have your Roku device/TV information so that we can coordinate this with our Roku-appropriate team. Kindly provide us with the following:

What is the OS version and model of your Roku device?

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)

We look forward to your response.

Regards,
Riamie
Paulgust
Newbie
8 months ago
I am experiencing this too. Turning off guest mode remotely doesn't solve the problem. The TV just keeps cycling through booting up, displaying "Guest Mode: Signing Out", and then shutting down and repeating. Any suggestions?