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

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?

General Question

OS Update

tv & player features

RokuMaryEF
8 months ago
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:

Find the Reset Button: Look for the reset button on your Roku device, typically located on the back or bottom.

Power On: Make sure your Roku TV is turned on.

Press and Hold: Hold the reset button for exactly 10 seconds.

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

57 Replies

guesthousehotel
Newbie
9 months ago
Our property is experiencing the same issue on our TCL Roku TV's. We have 25 devices that all use Guest Mode and within the last week almost all of them have had this glitch happen. The only way to stop we were able to stop it from constantly restarting was to factory reset using the physical button on the TV. Some guests have reported that it started doing this while they were actively watching something. The factory reset is just a temporary fix though until it happens again a few days later. Will be looking back at this thread for when there's a fix!
Jay43
Binge Watcher
10 months ago
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.
Florida-Rentals
Binge Watcher
9 months ago
I'm happy to, @Jay43. I assume that most Guest Mode users are in the same situation. Hopefully, Roku can resolve this quickly. It seems that the key is to let the box sign the guest out automatically, and then it goes weird.
BuffaloEVC
Reel Rookie
10 months ago
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.
- BuffaloEVC
  Reel Rookie
  10 months ago
  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
Binge Watcher
10 months ago
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!
Davidp0121
Newbie
10 months ago
I am having the same problem ! Roku please fix this!!!
206gray
Newbie
10 months ago
Same issue here
206gray
Newbie
10 months ago
Seriously marking this issue as solved when it is clearly still an open issue?
- UpsetGuestMode
  Streaming Star
  9 months ago
  I found a 'fudge' work-around if you or your housekeeper can do this prior to guest arriving:
  
  Once Roku has been rebooted / guest mode reset, and you are presented with a working welcome screen, login for your next guest (set checkout day to be the real checkout day) then go to system settings / power and turn off power management. Leave the Roku in this mode. It will continue to work for the duration of the guests stay.
Thenestchile
Newbie
9 months ago
Same issue here. Its not worth to have Roku if guest mode doesn’t work, only use it for this.
- MikeWalker
  Channel Surfer
  9 months ago
  Me too - ROKU, do you have an issue on this that we can track for the resolution?
  - Jay43
    Binge Watcher
    9 months ago
    Does Roku support participate in this forum?
RokuRiamie-D
Community Moderator
9 months ago
Hi Community users!

Greetings from the Roku Community!

We are glad to have you reporting the issue of your Roku streaming devices. For us to further assist you, we would like to know the details below:

When did you start to experience this issue?

What troubleshooting steps have you taken so far to try to resolve the issue?

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)

Providing this information will help us investigate the issue more thoroughly. We look forward to your response.

Regards,
Riamie