Forum Discussion

nounome's avatar
nounome
Reel Rookie
2 years ago

[6.0] Roku Camera not connecting on TV app but DOES on mobile app

My indoor cameras are not connecting on the TV app, but they DO connect on the mobile apps. This started yesterday morning and has not resolved. I've restarted my ROKU TV, I've uninstalled & re-insta...
RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Hi Community users,

Greetings from the Roku Community, and thanks for keeping us posted!

We want to further investigate this problem that you had but we'll need to gather more information. Can you please provide the following details below?

  • May we have the Mac Address of your Roku camera? By opening the Roku smart home app, you may need to select the device from the home screen, tap settings and device info, and identify the 12-digit alphanumeric address labeled MAC. Alternatively, you may refer to this support article here.
  • Log ID when this issue occurs (from the Roku Smart Home app, select Account > Roku Support > Submit a log)
  • What troubleshooting steps have you taken so far?

Once we have this information, we will be able to escalate this issue to the appropriate Roku team for further investigation.

Thanks,
John

Fallensong33's avatar
Fallensong33
Channel Surfer
9 months ago

This is completely ridiculous! Get rid of that carousel **bleep**. Can’t ever load on tv app. And nobody has any real solution.

  • RokuReynan-L's avatar
    RokuReynan-L
    Retired Moderator
    9 months ago

    Hi, Fallensong33.

    Greetings from the Roku Community!

    We appreciate you letting us know that you're having an issue with the camera carousel. We'd like to know more about this.

    May we know when did you encounter this issue? Also, is there any error code/message showing?

    We'll wait for your response.

    Thanks,
    The Roku Community Team

    • Fallensong33's avatar
      Fallensong33
      Channel Surfer
      9 months ago

      It’s not loaded since it first showed up. And there is no error code just never loads camera.

      • RokuReynan-L's avatar
        RokuReynan-L
        Retired Moderator
        9 months ago

        Hi, Fallensong33.

        Thanks for getting back to us!

        We appreciate you letting us know about this. We're here to help.

        Are you still having the same issue? If so, could you please try to update the software on your device?

        If the issue persists, please let us know. 

        Thanks,
        The Roku Community Team