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Jay43
Channel Surfer

Guest Mode is broken, 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?

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30 REPLIES 30
BuffaloEVC
Reel Rookie

Guest Mode is broken or stop working

Same issue here. Stuck in guest mode. "You will be automatically signed out: Dec 31 at 7:00pm" Sign out and clear info: "Oops... There was a problem connecting to the server. Please try again later." WiFi is connected. I have to factory reset them (hold reset for EXACTLY 15s) and then re-register them to my account. I have six TVs to do this with every time. It started sometime in late August.

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BuffaloEVC
Reel Rookie

Guest Mode is broken or stop working

UPDATE: Faster work-around that just worked this time: change sign out date to today. If that goes through, then choose the Sign out and clear info next and it went through as well.

Florida-Rentals
Channel Surfer

Re: Guest Mode is broken or stop working

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!

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Florida-Rentals
Channel Surfer

Re: Guest Mode is broken or stop working

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

Jay43
Channel Surfer

Re: Guest Mode is broken or stop working

AHA! This explains it! In August, our streaming accounts all of a sudden had new profiles added to them. Our Rokus were all in guest mode, but somehow our guests accessed our streaming accounts. Roku… this is urgent!

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Florida-Rentals
Channel Surfer

Re: Guest Mode is broken or stop working

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!

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Florida-Rentals
Channel Surfer

Re: Guest Mode is broken or stop working

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!

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Jay43
Channel Surfer

Re: Guest Mode is broken or stop working

I chatted with Roku support and directed them here. Unfortunately, I was disconnected from the chat session shortly after, but they definitely have been notified of this thread. 

Davidp0121
Newbie

Re: Guest Mode is broken or stop working

I am having the same problem ! Roku please fix this!!! 

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