Features, settings & updates

[MikeWalker]

I can't provide all of the details you requested, as these devices are in a rental unit that I am not able to physically visit right now.

Here are the details I can provide:

• Seeing this problem in 2 of 2 units, both are in guest mode.
• Models of both:  Streaming Stick 4k
• Serial numbers can be provided if helpful.

As far as diagnostics/troubleshooting.  I did the following when I did have access to the devices:

• Power cycled both devices
• Exited from Guest Mode
• Re-entered guest mode
• Checked that latest version of Software installed - reported as last update was 9/15/2024, and no new updates were available

Hope that helps.

[RokuRiamie-D]

Hi @MikeWalker,

Thanks for the update!

We appreciate the information you provided. However, for our Roku-appropriate team to investigate this issue thoroughly, we need the details mentioned above.

Thank you for your cooperation and understanding. We look forward to your response.

Regards,
Riamie

[Florida-Rentals]

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.

[Jay43]

Thanks for doing that, @Florida-Rentals. I have guests right now and can’t do the troubleshooting process.

[Florida-Rentals]

I'm happy to, @Jay43.  I assume that most Guest Mode users are in the same situation. Hopefully, Roku can resolve this quickly. It seems that the key is to let the box sign the guest out automatically, and then it goes weird. 

[Florida-Rentals]

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

[RokuJohnB]

Hi Community users,

Greetings from the Roku Community and thanks for keeping us updated!

We are currently aware of the issue, and our appropriate Roku team is still investigating this problem. Once more information is available, we will make sure to update this community thread. Your patience and understanding are much appreciated.

If there's anything else that we can do to assist you, please let us know.

Kind regards,
John

[Dapirate]

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.

[Sandyside]

Following as well. Mine are new (August) 4k sticks and have done this since I installed them. Mine are receiving power from the TV’s USB port versus a wall jack. I thought this might be a result of losing power when the tv is shut off but haven’t had a chance to test. 

[RokuRiamie-D]

Hi @Sandyside @Dapirate,

Thank you for posting in the Roku Community!

We understand that you are already having an issue with the Guest mode on your Roku devices/TVs. We would like to coordinate this issue with our Roku-appropriate team for review so kindly provide us with the following details:

• 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)

This information will help us to investigate your issue further. We look forward to your response.

Regards,
Riamie