Forum Discussion

RokuAustin's avatar
RokuAustin
Community Manager
2 years ago
Solved

[SOLVED] Guest mode missing channel tiles, Live TV option

Update We believe this issue is now solved and are closing this thread. Please start a new thread if you believe you're still encountering an issue. Previous We are aware of some users reportin...
Fixed
  • RokuERey's avatar
    RokuERey
    2 years ago

    Hello Community Users,

    We are pleased to announce that the issue regarding Guest Mode not functioning correctly after updating to OS 13 has been resolved for the majority, if not all, of our users. To ensure clarity and organization within the community, we will now close this discussion.

    If you are still encountering the Guest Mode issue, we encourage you to start a new thread or send us a private message for further assistance.

    This discussion will be closed, and the post will be marked as solved. We sincerely appreciate your patience and extend our gratitude to everyone who reported this issue.

    Happy Streaming! ğŸ’œ

    Regards,
    Rey

ErinB's avatar
ErinB
Reel Rookie
2 years ago

Me too, this describes the exact same situation I have!

ErinB's avatar
ErinB
Reel Rookie
2 years ago

It used to be that guest mode worked as intended, the guest would choose the date, then apps/channels would load. The menu item for Live TV used to show "Live TV Channel Guide" now it is just a blank purple screen. Factory reset did not help.

I hope you didn't change the way this works by thinking that guests don't want any apps. Why would guests want to install the common apps that you used to include out of the box in non-guest mode? No guest is going to want to setup a Roku account just to use a Roku TV on vacation, when they don't have a Roku at home. Many older people just want to sit down and watch TV, they don't have any streaming services, and for sure don't want to install apps or create a Roku account. You have made this painful.

See photos to compare the purple guest mode to the red non-guest mode. Pay attention to the "'Live TV' Channel Guide" that shows up on the red screen, which used to show up on the purple guest screen by default, now in guest mode it is just blank and no apps/channels. So painful.

Settings > System > About
Roku Device Model: TCL model 55S431
Serial #: X00000A7CA6J
Device ID: S099D117CA6J
SW OS/version: 12.5.5 build 4174-93

Tracker ID: 6J-184-329
Model: C164X - Roku TV
Serial number: X00000A7CA6J (S099D117CA6J)
Software version: 12.5.5 build 4174-93
GC version: 11.4.29
Timestamp: 2024-05-08T00:09:43Z

  • psal's avatar
    psal
    Reel Rookie
    2 years ago

    Agreed. I am experiencing the same thing in guest mode.  Live TV app also not working. Frustrating 

    • bran24's avatar
      bran24
      Channel Surfer
      2 years ago

      I have this problem as well. I contacted support, they don't understand what Live TV means, support kept saying I need a cable box plugged into the coax. wow, really?

  • TalleysCabins's avatar
    TalleysCabins
    Reel Rookie
    2 years ago

    Same here:  Stating problem for ROKU Techs.

    In Guest Mode;  Home Screen:  Channel Tiles are no longer being displayed. 

     

    • home-belmont's avatar
      home-belmont
      Reel Rookie
      2 years ago

      Guest Mode menu missing options like Live TV after checkout date selected and restart:

      After selecting the checkout date, the Roku device restarts. The items on the menu are then: Home/Search/Streaming Channels/Guest Options/Settings. Several menu items are missing. If you then restart the Roku device again, it comes back up (still in guest mode) but now has 22 instead of 17 apps and includes additional menu items like What to watch/Live TV/Featured Free/Sports/Streaming Store.

      Why aren't the same options available after the first restart?  Live TV is key feature for renters, and I have to give them instructions to manually restart after the restart to get around this issue.

      Seeing this same behavior consistently on 4 Roku devices all running 12.5.5 build 4174.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi home-belmont,

        A warm welcome here in the Roku Community!

        We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

        • Roku device model, serial number, and device ID (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 five times, followed by the Back button five times, and provide us with this ID).
        • What troubleshooting steps have you taken so far?

        Once we have this information, we will be able to escalate this to our appropriate Roku team.

        Kind regards,                                                                                                                                          John

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      Hi, Community users!

      Greetings from the Roku Community.

      We appreciate you reporting this to us, and we apologize for any inconvenience this may have caused you. We would be happy to provide some troubleshooting steps for your device.

      We suggest rebooting your Roku players to see if this will resolve this. Kindly try to navigate to your Home screen. Scroll up or down to select Settings > System > Power (skip if unavailable) > System restart. 

      We'll be looking forward to your updates!

      Best regards,
      Carly

      • psal's avatar
        psal
        Reel Rookie
        2 years ago

        No difference after System Restart.  I did it again anyway just to humor you, but had tried this multiple times.  My player is Hisense Roku TV.