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RedmondGardener
Reel Rookie

Guest mode gets into funky error state if you power off at the welcome screen

We have a Roku Streambar Pro hooked up to an LG TV. The remote is controlling the TV power using IR.

This TV / Streambar is in a vacation home so we're trying to use Guest Mode. The unit is left in Guest Mode all the time, so when a visitor arrives and turns on the Roku, it will turn on the TV and then display the welcome screen, prompting them to select a checkout date.

The problem occurs if the user turns off the Roku (and TV) without confirming their checkout date. The next time the Roku is turned on, the checkout date has been automatically changed to "Dec 31 at 4:00 pm", regardless of the current date.

Furthermore, the screen that appears is no longer the welcome screen, but a bare bones menu that only has four options: Guest Options, Settings, Home, and Streaming Apps. None of the normal apps are displayed and it's pretty much impossible to do anything other than manually adding apps.

What's worse, if you go under Guest Options and select "Sign out and clear info", it shows the error "Oops... There was a problem connecting to the server. Please try again later."

There appear to be two ways to fix this problem, though I would not expect our guests to be able to figure this out on their own: 

1. Go into the Settings menu and restart the Roku. Once you do this, the Welcome Screen properly appears after the restart.

2. Go under the Guest Mode menu and select a different checkout date. This then seems to cause all the apps and other menus to appear, and the Guest Mode sign out works properly. 

This seems to be a bug with the welcome screen behavior. It should stay on the welcome screen indefinitely if the user has not selected a checkout date, rather than automatically selecting December 31 and ending up in this unhelpful menu with no apps.

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Guest mode gets into funky error state if you power off at the welcome screen

Hi @RedmondGardener.

Welcome to the Roku Community, glad to have you here!

Thanks for sharing the unintended behavior you've experienced when trying to use the guest mode, we would like to look closely into your concern and try to investigate. 

Tell us more...

  • When did you start noticing this behavior? 
  • Have you received any recent updates before this happened? If so, can you please provide the latest software for your Roku Streambar Pro? (It's under Settings > System > About).
  • If possible, a photo or short video of the exact behavior of the guest mode on your Roku?

We are looking forward to your response,
The Roku Community Team 

Emmanuel-D.
Roku Community Moderator
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RedmondGardener
Reel Rookie

Re: Guest mode gets into funky error state if you power off at the welcome screen

Hi Emmanuel, thanks for the quick reply!

I first noticed this behavior last December, though I didn't have time to troubleshoot it until I wrote up this post the other day.

There have been no recent updates, as far as I know. Unfortunately, I am not at the location where the Roku is installed right now, so I can't get you the exact version number at this time. Perhaps you can do that via the Internet somehow? I do know that I ran a software update check before doing this writeup, and it was on the latest version as of that time.

I also cannot get screenshots or video right now since I am not at that location. If it helps, I could do that in a couple of weeks the next time I am there.

The problem is not hard to reproduce at all. You just need to turn off the power while the welcome screen is being displayed. The strange behavior happens every time this is done.

 

Thanks!

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RedmondGardener
Reel Rookie

Re: Guest mode gets into funky error state if you power off at the welcome screen

One other thing I forgot to mention - I did a device reset (using the reset button on the back of the unit) in an attempt to fix the problem. That is why the device shows as being added to my account only two days ago.

Unfortunately, going through the reset and device setup again did not fix the bug.

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Guest mode gets into funky error state if you power off at the welcome screen

Thanks for keeping in touch, @RedmondGardener!

We understand that you're currently out of reach of your Roku Streambar Pro. However, we may need to have at least the Device ID, which you can find on your Roku account under "My devices." 

And if you have already access to your Roku, please supply the following information below for further checking:

  • Roku device model, serial number, and Software Version. (these can all be found in Settings > System > About)
  • Tracker ID (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)

Thanks!

The Roku Community Team

Emmanuel-D.
Roku Community Moderator
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RedmondGardener
Reel Rookie

Re: Guest mode gets into funky error state if you power off at the welcome screen

Here is the info I can get now. I don't see the device ID listed in the devices section of my Roku account, only the serial number.

Looks like I would need to be on the same network in order to get the rest of the information. I can do that in a couple of weeks.

Model: Roku Streambar Pro

Serial Number: YL001T931766

 

Thanks.

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Guest mode gets into funky error state if you power off at the welcome screen

Thanks for the update, @RedmondGardener.

I’ll definitely share this with the team. Thank you for your cooperation on this matter; it’s greatly appreciated.

In the meantime, I look forward to gathering the other requested details so the team can have it investigated right away. 

Please keep us posted!

Best,
The Roku Community Team

Emmanuel-D.
Roku Community Moderator
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