Discussions

[unkolko2]

We have a 67 room client using roku televisions in their units and a number of the television have started a repetitive loop of guest mode signing out, TV reboots, guest mode then automatically signs back in and tries to sign out again causing the reboot to happen again and keeps repeating until the television is factory reset. The factory reset is a temporary fix and the process will have to be done again when guest mode loop starts again. Any help on this would be appreciated.

[VenomousGinger]

It seems there's a problem with a large number of TV's all over since the latest updates. They need to fix it or replace the TVs at no charge. My TV worked just fine until it started loop restarting. It's like it never actually resets or restarts 

[825Spring]

What is the fix? 

[VenomousGinger]

Well as I tried to call tech support I gave the reset button another try and to my surprise it actually reset to factory settings and I was able to go through the setup and it's working again. I held the rest button until it turned off and popped up with the welcome screen, probably a good 30 seconds 

[michaelryion]

I also have the same problem I have like 15 TVs and four out of 15 are doing the same thing. Do you know if is going to be a fix for this?

[RokuReynan-L]

Hi, Community Users!

Greetings from the Roku Community!

We appreciate you letting us know about having an issue with the guest mode loop. We'd like to look into it.

To start, could you please try Factory Resetting your device?

Here's how: 

1. Press the Home button on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Advanced System settings
5. Select Factory reset
6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
7. Follow the on-screen instructions

You may also use the physical button on your streaming device. Located on the back or bottom of your device, the physical Reset button is either tactile or a pinhole design that requires a straightened paper clip. It will appear similar to one of the following:

Once you locate the Reset button and your Roku device is powered on, press and hold the button firmly for about 10 seconds. When the factory reset is complete, an indicator light or status LED will blink rapidly on most Roku devices.

If the issue persists, please provide us with the details below so that we can forward this to the appropriate team for review.

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• 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'll wait for your response.

Regards,
Reynan

[Whitmireww]

This can’t be done if it’s in constant reboot. I now have two TVs of different brands, Hisense and Onn, doing the same thing. 

[RokuReynan-L]

Hi, @Whitmireww.

Greetings from the Roku Community!

Thanks for reaching us about having the same issue with the guest mode loop. We'd like to know more about this.

In this case, have you tried pressing the physical button on factory resetting your device?

If so, please provide us with the details we need on the post above so we can further review this issue.

We'll wait for your response.

Regards,
Reynan

[Whitmireww]

Using the 10 second button press, I was able to factory reset. Before I was holding it until it rebooted expecting that to actually be a reboot, but it was still in the loop. I have multiple TVs across multiple Airbnbs that use guest mode. Is there a fix planned or will I have to instruct my team to hard reset every time?

[RokuReynan-L]

Hi, @Whitmireww.

Thanks for getting back to us!

Since you're still having the same issue, please provide us with the details below so that we can forward them to our appropriate team for review.

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• 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'll be waiting for your response.

Regards,
Reynan