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Guest Mode menu missing options like Live TV after checkout date selected and restart

Guest Mode menu missing options like Live TV after checkout date selected and restart:

After selecting the checkout date, the Roku device restarts. The items on the menu are then: Home/Search/Streaming Channels/Guest Options/Settings. Several menu items are missing. If you then restart the Roku device again, it comes back up (still in guest mode) but now has 22 instead of 17 apps and includes additional menu items like What to watch/Live TV/Featured Free/Sports/Streaming Store.

Why aren't the same options available after the first restart?  Live TV is key feature for renters, and I have to give them instructions to manually restart after the restart to get around this issue.

Seeing this same behavior consistently on 4 Roku devices all running 12.5.5 build 4174.

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RokuJohnB
Community Moderator
Community Moderator

Re: Guest Mode menu missing options like Live TV after checkout date selected and restart

Hi @home-belmont,

A warm welcome here in the Roku Community!

We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

  • Roku device model, serial number, and device ID (these can all be found in Settings > System > About).
  • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
  • What troubleshooting steps have you taken so far?

Once we have this information, we will be able to escalate this to our appropriate Roku team.

Kind regards,                                                                                                                                          John

John
Roku Community Moderator
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