Features, settings & updates

[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

[Jay43]

Hi @RokuRiamie-D,

Here’s the info for two of my devices that were exhibiting this behavior today. 

#1:

Model: 4802X - Roku Ultra

Software version: 13.1.4 • build 1510-C2

GC version: 12.2.22

Timestamp: 2024-10-06T18:41:55Z

Tracker ID: RV-402-881

#2:

Model: 4802X - Roku Ultra

Software version: 13.1.4 • build 1510-C2

GC version: 12.2.22

Timestamp: 2024-10-06T18:48:00Z

Tracker ID: 49-402-888

[RokuRiamie-D]

Hi @Jay43,

Thanks for the update!

We appreciate you for providing the details precisely. Rest assured, we will forward your information to the appropriate Roku team for review. In the meantime, we're grateful for your patience and understanding as we work on this. 

Please feel free to let us know if there's anything else you would like to address. We would be more than willing to assist.

Regards,

Riamie

[jmmontg]

Same issue for me on two different Roku 4Ks. One that I factory reset, and another one brand new out of the box.

The solution in the previous post does work to temporarily fix the problem. However, after an hour or so, the bug resurfaces. Having a guest have to constantly reset a checkout date is not a permanent solution.

Here are two bug reports:

Model: 3820RW2 - Streaming Stick 4K

Software version: 13.1.4 Build 1510-E6

GC Version 12.3.21

Tracker ID: C8-415-548

Model: 3820RW2 - Streaming Stick 4K

Software version: 13.1.4 Build 1510-E6

GC Version 12.3.21

Tracker ID: C8-415-604

[RokuRiamie-D]

Hi @jmmontg,

Thanks for the response!

We appreciate you providing the details precisely, and for trying the troubleshooting steps, we suggested. Rest assured, we have forwarded your information to our Roku-appropriate team for review.

In the meantime, your patience and cooperation are highly appreciated as we work on this issue. Please let us know if there's anything else you would like to address, we would be more than willing to assist.

Regards,
Riamie

[UpsetGuestMode]

FINALLY!

New firmware is available to download - 14.04 which appears to fix the problem.

I am just appalled at the lack of timely response from Roku. This is far too long for this issue for me to even consider that Roku is a professional company. I certainly will not be using their products for any new projects moving forwards.

See you all on the next firmware update blunder...

[GaeaTeam]

Hey Roku,  when is this going to be fixed?  You do understand that marking the thread as solved doesn't mean the problem is fixed right?  This has been going on since August.  What is the deal?

[UpsetGuestMode]

New updates have recently been released which appear to fix the problem. Try forcing an update to 14.04.

Who knows what new issues we will discover!!

[GaeaTeam]

Is the issue fixed with the update?