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Alyraexo's avatar
Alyraexo
Newbie
2 years ago
Solved

Camera help events not showing up for either camera

I have two cameras; one on front door and other on the side door. I have an active subscription to record when motion etc is noticed or whatever sets it off. I noticed lately when I go to review later in the day or something that it only shows the current time til about maybe 3-4 hours or so prior and nothing before that. It's like that on everyday that's listed as well.  I know I come and go several times a day so it should pick up my car, mail person etc that would be picked up normally and it doesn't. What's going on

  • RokuRiamie-D's avatar
    RokuRiamie-D
    12 months ago

    Hi ivym,

    Welcome to the Roku Community!

    We are here to assist you with your concern about your Roku camera that is not recording events. We would be more than happy to assist you with this. Before we proceed, we would like to know if you are getting an event notification. In addition, make sure your Roku Smart Home app and camera are up to date. 

    We suggest you try to uninstall the Roku Smart Home app and when logging back in after you reinstall it, please try the following:

    1. At the app's log-in screen, do not click "Sign in as" when the email address is already filled in.
    2. Instead, click "Use a different Roku account" at the bottom.
    3. Enter the email address (use the same one as it showed up on the previous page).
    4. Enter the account password and hit Sign in. This will sign in as new again and bypass the saved credentials.

    Please let us know if the issue persists, we would be more than willing to assist.

    Cheers,
    Riamie

6 Replies

  • Binkohio's avatar
    Binkohio
    Newbie
    2 years ago

    I am not getting recordings either and I pay monthly I am tired of getting billed and not getting the service I paid for. This is the second month in a row but you can bet they are taken the payment but I ain't getting the service I paid for. So I think they need to make it right with me I am done paying for services I am not gwtting

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Alyraexo,

    Thanks for your first post in the Roku Community!

    We'll be glad to assist you even more regarding this issue that you had with the Roku cameras since the event recordings are not showing up. If event thumbnails are not being displayed, make sure motion detection is turned on for your Roku Smart Home cameras and doorbells. Motion detection is turned on and off independently for each camera and video doorbell.

    Use the following steps to check that motion detection is turned on.

    1. Open the Roku Smart Home mobile app.
    2. Tap Home from the navigation bar.
    3. Select the affected camera or doorbell.
    4. Tap Settings in the corner.
    5. Select Event recording.
    6. Toggle Detect motion, Motion detection, or Motion events to On.
    • Note: The motion recording setting name may be different based on your specific device.

    We would recommend trying to see if that resolves your issue. Please keep us posted.

    Best regards,
    John

  • Binkohio's avatar
    Binkohio
    Newbie
    2 years ago

    I want to service for all my cameras I am paying monthly for and for the past two months I would like credit for services I have paid for and not got what I paid for. I didn't even get my 14 days free for each camera I paid for. Customer wants to know why this is not being taken care of

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Binkohio 

      Welcome to the Roku Community.

      We understand the issue you have encountered with your Roku Camera not showing the events, and we'd be happy to help. Have you tried the troubleshooting steps provided by RokuJohnB above this thread?

      The troubleshooting steps will ensure that you have set the correct settings to be able to view the events and recordings on your Roku Cameras.

      Please let us know otherwise, so we can assist you further.

      Best wishes,
      Kash

      • ivym's avatar
        ivym
        Newbie
        12 months ago

        i tried that and it’s still saying the same thing, the same issue is happening for me. i’m paying for a subscription on my camera, i can watch it live, but it wont record events. i’ve tried multiple different methods to fixing it, RokuJohnB method, changing sd card, resetting camera, nothing is working. please help, if issue isn’t solved i will be canceling the subscription.

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