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Jay43
Channel Surfer

[OS 13] Automatic exit Guest Mode, bad firmware update.

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We have three Rokus in our Airbnb. All three have had their Guest Modes stop working. Now when the device is turned on, the Welcome screen is no longer displayed. Instead, the TV opens to a guest mode "menu" with pretty much nothing in it. (https://ibb.co/9gN3W0X)

When you select the "Guest Options" menu item, you see that "You'll be automatically signed out: Dec 31 at 7:00 pm". (https://ibb.co/NjjDKZj) That's obviously not right, so I selected "Sign out and clear info" but then receive a message saying "Oops... There was a problem connecting to the server. Please try again later." (https://ibb.co/9gM4CWF)

I have toggled Guest Mode on and off and restarted the Rokus but the problem persists. I've also factory reset all three devices. The problem subsided for a day or so and is now back again. I'm guessing the devices received a firmware update towards the end of August that killed Guest Mode since they all started the same behavior around that timeframe.

Is anyone else seeing these problems?

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1 Solution

Accepted Solutions
RokuMaryEF
Community Moderator
Community Moderator

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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Hello Community,

Thank you for bringing this issue to our attention. We understand that your Roku device is automatically exiting guest mode after the update, and we apologize for the inconvenience.

We’ve identified the problem and expect a fix in a future update.

In the meantime, to help resolve this, we suggest performing a factory reset:

  1. Find the Reset Button: Look for the reset button on your Roku device, typically located on the back or bottom.
  2. Power On: Make sure your Roku TV is turned on.
  3. Press and Hold: Hold the reset button for exactly 10 seconds.
  4. Observe the Light: The light will blink rapidly during the reset. When it returns to a normal blinking pattern, you can release the button.

If the problem continues after the factory reset, please provide the following information:

  • Device Information: Your Roku device model, serial number, device ID, and OS version (found in Settings > System > About).
  • Tracker ID: To get this, press the Home button 5 times, then the Back button 5 times while the issue is happening.
  • Troubleshooting Steps: List any steps you've already taken to resolve the issue.

We’ll mark this post as solved to help other users facing the same problem.

Thank you for your understanding and cooperation. We're dedicated to resolving this issue as quickly as possible.

Best,
The Roku Community Team

Mary E.
Roku Community Moderator

View solution in original post

69 REPLIES 69
BuffaloEVC
Reel Rookie

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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Same issue here. Stuck in guest mode. "You will be automatically signed out: Dec 31 at 7:00pm" Sign out and clear info: "Oops... There was a problem connecting to the server. Please try again later." WiFi is connected. I have to factory reset them (hold reset for EXACTLY 15s) and then re-register them to my account. I have six TVs to do this with every time. It started sometime in late August.

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BuffaloEVC
Reel Rookie

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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UPDATE: Faster work-around that just worked this time: change sign out date to today. If that goes through, then choose the Sign out and clear info next and it went through as well.

Jay43
Channel Surfer

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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AHA! This explains it! In August, our streaming accounts all of a sudden had new profiles added to them. Our Rokus were all in guest mode, but somehow our guests accessed our streaming accounts. Roku… this is urgent!

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Jay43
Channel Surfer

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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I chatted with Roku support and directed them here. Unfortunately, I was disconnected from the chat session shortly after, but they definitely have been notified of this thread. 

Davidp0121
Newbie

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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I am having the same problem ! Roku please fix this!!! 

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206gray
Newbie

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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Same issue here

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206gray
Newbie

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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Seriously marking this issue as solved when it is clearly still an open issue?

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Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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Same issue here. Its not worth to have Roku if guest mode doesn’t work, only use it for this.

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MikeWalker
Channel Surfer

Re: [OS 13] Automatic exit Guest Mode, bad firmware update.

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Me too - ROKU, do you have an issue on this that we can track for the resolution?

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