Forum Discussion

Maddieg128's avatar
Maddieg128
Reel Rookie
8 months ago
Solved

Camera not recording only taking pictures

Indoor cameras used to record movements as shorts clips and all the sudden stopped and only takes a picture of the movement, looked in setting and no way to change it as they are made to record not only take pics

smart home events
  • RokuRiamie-D's avatar
    RokuRiamie-D
    2 months ago

    Hi Miserydawn,

    Thanks for posting!

    We understand that your micro SD card is not recording the events captured by the Roku Camera. We're here to help.

    Could you please tell us the size of your SD card? An outdoor wireless camera can only take up to 32GB in the camera or the Base Station. All other cameras are verified up to 256 GB (Higher may still work).

    Make sure the SD card is seated correctly (pushed all the way in and in the correct direction). Also, try using another SD card in the camera and uninstall and reinstall the Roku Smart Home app.

    For more tips, click here.

    Keep us posted.

    Roku Community Team

  • Chadillac1's avatar
    Chadillac1
    Reel Rookie
    8 months ago

    I'm having the same exact issue and can't figure out how to get it to record events again instead of only taking pics

     

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    8 months ago

    Hi Maddieg128 Chadillac1,

    Welcome to the Roku Community!

    Thanks for bringing this issue to our attention. Your Roku cameras are not video recording. No worries; we would be more than willing to sort this out for you.

    I suggest you try the following troubleshooting steps and see if this will work for you.

    Log out and back into the smart home app:

    1. Tap account in the bottom left corner of the smart home mobile app.
    2. Tap "Sign Out" at the bottom
    3. Tap "Use different Roku account" at the bottom of the sign-in page (Note: log in with the same Roku account that showed up on the sign-in page. Just enter the email/password manually for a full refresh.)
    4. Follow the rest of the sign-in steps.
    5. After logging back in, trigger a motion on the camera, and see if you will get an event recording now. (event/notification may take up to a minute to come through)

    If the issue persists, kindly provide us the following details:

    1. Camera MAC ID:
    2. Firmware Version:
    3. Log ID: Open the camera's live stream> Tap the gear Icon in the upper right > Roku Support > Submit a log > Camera Performance > "User types issue" and hit submit > The Log ID will show on the page.

    Please keep us posted.

    Regards,
    Riamie

    • Maddieg128's avatar
      Maddieg128
      Reel Rookie
      8 months ago

      MAC:7C67AB4D6F26

      FirmWear: 6.0.0 build 32-FD

      Log ID:99-545-426

      MAC: 7C67AB4D6E09

      FirmWear: 6.0.0 build 32-FD

      Log ID: 41-919-614

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        8 months ago

        Hi Maddieg128,

        Thank you for providing us with the additional information.

        We have forwarded your information to our Roku appropriate team for investigation. Your patience and understanding are greatly appreciated as we work on this matter. Should you have any other concerns or if there's anything else you would like to bring to our attention, please do not hesitate to let us know. We would be more than willing to assist you.

        Regards,
        Riamie

  • ashdking1's avatar
    ashdking1
    Newbie
    8 months ago

    I just chatted with support and they said it's an issue on their end and that we just need to wait for it to be fixed

    • Erink's avatar
      Erink
      Reel Rookie
      8 months ago

      Mine are doing the same thing. I’ve done all the resets and followed the guides provided too. I find it weird how my camera has footage from before and after specific days so why isn’t it continuous? I have an sd card in there I’ve gone over the advanced settings. This is unacceptable bc I use these “cameras” to provide security in my home and Roku responds that this is an issue on their end?!! Ok so when something happens to my home or someone gets hurt and my cameras failed to record who is going to be responsible for that? I will not accept that this is an issue on Rokus end and just sit back and wait. This will be handled further and I will be contacting the courts. 

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        8 months ago

        Hi Community users,

        Greetings from the Roku Community!

        Thank you all for letting us know that you are having an issue with your Roku smart cameras that are not video recording. We are more than happy to help you with this.

        Just for additional information, the common cause why your Roku Smart cameras are not video recording and only taking photos is your Roku Smart home camera subscription. It is important to know that if your Roku Smart cameras have stopped video recording, you need to check your Roku account to see if there's an active subscription or if your subscription is still active.

        To check if you have an active subscription for the Roku Smart Home camera, kindly log in to your Roku account and then click My Subscriptions. If you have confirmed that you don't have an active subscription, I suggest you visit this support article: How to sign up for and manage a Roku Smart Home Subscription for cameras & doorbells.

        If your subscription is active and still not getting video recording, visit our support article on how to use smart detection for your Roku Smart Home camera or video doorbell and scroll over to "How to choose what to record." If the issue persists, please follow the troubleshooting steps that I have provided above.

        We look forward to your response.

        Regards,
        Riamie

    • Chadillac1's avatar
      Chadillac1
      Reel Rookie
      8 months ago

      My cameras have been doing this for the last 2 weeks I wonder how long we have to wait for issue to be fixed

       

      • Miserydawn's avatar
        Miserydawn
        Reel Rookie
        2 months ago

        Here we are a year later.. I bought 6 indoor and 6 outdoor.. same issue.. sd cards won’t even record or anything. Like why even have a sd card it does nothing! I get a snap shot usually of nothing! Car pulls in I get an event and a picture of the blank road after it left. Stupid’ I’m about to send them back. What good is a camera that won’t even snap or record the event in a theft etc 

    • Rchafins's avatar
      Rchafins
      Newbie
      8 months ago

      That’s crazy bc I’ve been arguing with them for 2 days and they keep telling me to do the same things I’ve done 100 times without them and with them. Clearly they’re unreliable and need to stick to making tv items

  • Gabby480's avatar
    Gabby480
    Binge Watcher
    8 months ago

    At least it is doing something. I have constant error code 90 on my camera so camera not working at all