Forum Discussion

Florida-Rentals's avatar
Florida-Rentals
Binge Watcher
9 months ago

[OS 14] Guest Mode is broken, bad firmware update

I had to wait a day to recreate the issue because it occurs mainly after the previous guest's automatic sign-out.

I did it on my personal ROKU Ultra. Yesterday, I set it to Guest Mode and logged in as a guest for one day. After ROKU logged me out automatically today, it acted weird. For example, this time, it was stuck when I tried setting a checkout date again. While waiting for it, I pressed the Home Button, and it went into this weird mode with some apps logged into my private account. Attached is the picture with the information you asked for.

 

15 Replies

  • Kristymier's avatar
    Kristymier
    Newbie
    8 months ago

    My TV is stuck in this loop and won’t allow me to go to settings, or any other option. The TV restarts every 5 secs after the Guest screen appears. Here are my TV details you asked for: 

    model number- G846X Roku TV

    serial number- X01200906FK0 (SONS43C06FK0)

    software version- 14.0.4 build 12221-ET

    GC version- 12.4.17

    issue ID- K0-390-145

    This TV is in a vacation rental and the guests are complaining so if you could please help me resolve this as soon as possible I would be very grateful!

    Thank you,

    Kristy 

     

     

  • Florida-Rentals's avatar
    Florida-Rentals
    Binge Watcher
    9 months ago

    Same issue here on all of our Roku devices! Plus if you click home or another button, it gives access to our home account with some apps logged in and payment info available!!! Needs emergency attention! Serious security breach!

    • Florida-Rentals's avatar
      Florida-Rentals
      Binge Watcher
      9 months ago

      In addition to my post above, this security breach appears to happen when guest is automatically logged out at their check out date.

    • Florida-Rentals's avatar
      Florida-Rentals
      Binge Watcher
      9 months ago

      This is how we got tipped off as well. Guests setting up profiles on our accounts! Fortunately they didn't buy stuff. I hope Roku fixes this security breach fast!

      • Florida-Rentals's avatar
        Florida-Rentals
        Binge Watcher
        9 months ago

        Is anybody from ROKU listening?  This is a severe breach!

        I just went through six properties, and in four of them, I was able to press the home button on the remote while in the "set checkout date" screen to put them into this weird mode where the device went to the home screen showing the apps from our account, and they were logged in!

  • Florida-Rentals's avatar
    Florida-Rentals
    Binge Watcher
    9 months ago

    We moved to ROKU for all of our properties only because of the availability of Guest Mode! One of the issues our guests are having is that when the box is in "weird mode," they can't sign out of guests mode and delete the logins they added, which is resulting in complaints and service callouts. ROKU!? ARE YOU LISTENING?

  • Florida-Rentals's avatar
    Florida-Rentals
    Binge Watcher
    9 months ago

    Thank you for replying, Riamie!

    A couple of months ago, we noticed guests adding profiles to our personal streaming accounts on paramount+ and Hulu and confirmed that there was a problem a week ago when visiting one of the properties.

    The properties have a mix of TCL and Philips ROKU TVs and ROKU ULTRA boxes.

    We made sure the software was up to date, and it was. We rebooted the units and switched out and back into guest mode. We set the check-out date to the next day a couple of days in a row to test with the same results. We also performed a factory reset and re-registered the six devices in the one property to a new ROKU account. The problem persists.

    Since we are not physically at the properties, we will try to recreate this issue on one of our personal devices and report back. Hopefully, others can do the same.

  • Florida-Rentals's avatar
    Florida-Rentals
    Binge Watcher
    9 months ago

    Riamie. Did you see my response with the information you requested? Do you have everything you need now? 

  • Kristymier's avatar
    Kristymier
    Newbie
    8 months ago

    How do you get to the software update when it’s stuck in the loop? My TV turns off 5 seconds after every reboot. Ughhh

    • Florida-Rentals's avatar
      Florida-Rentals
      Binge Watcher
      8 months ago

      I found that switching the guest mode off from your app or browser stops the reboot loop, and you can then set it back to guest mode.