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seabreezes157
Level 7

Roku Express+ loses device link on Guest Mode sign out

I just purchased and installed (11/2020) two Roku Express+ players for my rental property.

When a user signs out of Guest mode, the device link is lost and needs to be fully reconfigured. This is happening for both units.

Initially, I thought this was only happening only if the Guest Mode was enabled remotely from the my.roku.com website.  But this has happens frequently even if the Guest mode is set through the Express+ player.

We cannot require our guests to reconnect the player to start using it.

Am I doing something wrong, or is the a problem with these new units?

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1 Reply
RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Express+ loses device link on Guest Mode sign out

@seabreezes157 

Thanks for the post.

I'd be more than happy to look into the issue for you.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(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 5 times, followed by the Back button 5 times)

Once we have this information we will be able to pass it along to the appropriate team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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