[OS 13] Automatic exit Guest Mode, bad firmware update.
We have three Rokus in our Airbnb. All three have had their Guest Modes stop working. Now when the device is turned on, the Welcome screen is no longer displayed. Instead, the TV opens to a guest mode "menu" with pretty much nothing in it. (https://ibb.co/9gN3W0X)
When you select the "Guest Options" menu item, you see that "You'll be automatically signed out: Dec 31 at 7:00 pm". (https://ibb.co/NjjDKZj) That's obviously not right, so I selected "Sign out and clear info" but then receive a message saying "Oops... There was a problem connecting to the server. Please try again later." (https://ibb.co/9gM4CWF)
I have toggled Guest Mode on and off and restarted the Rokus but the problem persists. I've also factory reset all three devices. The problem subsided for a day or so and is now back again. I'm guessing the devices received a firmware update towards the end of August that killed Guest Mode since they all started the same behavior around that timeframe.
Is anyone else seeing these problems?
Hello Community,
Thank you for bringing this issue to our attention. We understand that your Roku device is automatically exiting guest mode after the update, and we apologize for the inconvenience.
We’ve identified the problem and expect a fix in a future update.
In the meantime, to help resolve this, we suggest performing a factory reset:
- Find the Reset Button: Look for the reset button on your Roku device, typically located on the back or bottom.
- Power On: Make sure your Roku TV is turned on.
- Press and Hold: Hold the reset button for exactly 10 seconds.
- Observe the Light: The light will blink rapidly during the reset. When it returns to a normal blinking pattern, you can release the button.
If the problem continues after the factory reset, please provide the following information:
- Device Information: Your Roku device model, serial number, device ID, and OS version (found in Settings > System > About).
- Tracker ID: To get this, press the Home button 5 times, then the Back button 5 times while the issue is happening.
- Troubleshooting Steps: List any steps you've already taken to resolve the issue.
We’ll mark this post as solved to help other users facing the same problem.
Thank you for your understanding and cooperation. We're dedicated to resolving this issue as quickly as possible.
Best,
The Roku Community Team
