Forum Discussion

crtmme's avatar
crtmme
Channel Surfer
11 months ago
Solved

Camera will not detect motion, sound or even pictures. WITH subscription

I have 3 Roku cameras inside my house. The one in my bedroom is basically useless. I’ve reset the cameras, I’ve logged out, I’ve deleted them off my app, I’ve deleted the app itself , I’ve tried resetting my phone- and nothing helps. Why am I paying for a subscription for these cameras when they can’t even do the bare minimum that they’re supposed to do?? These cameras are in my house to protect me and make me feel safer, yet they don’t work. 

Any post I see on here seem to have the same exact issue and all Roku support does is try and advertise their “amazing” subscription. I want actual answers, actual advice, or a refund at this point. This has been happening for weeks and nothing at all works, I’m about to just give up and spend money I don’t have currently to just buy cameras from a company that actually cares about their customers and their product being worth anything. 

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

    Hi Tony2020,

    Welcome to the Roku Community!

    Thank you for letting us know that you're having trouble with your Roku camera, which is freezing and not detecting motion or events. We'd be happy to assist you with this.

    In order to provide you with the best possible assistance, we would like to have more details about your freezing issue. Could you please share more specific details about when this problem occurs? For example, does it happen while you are watching a live stream, during the playback of event recordings, or when you launch the Roku Smart Home app?

    If you’re having trouble with your Roku cameras not detecting any events or motion, it’s essential to first check your Roku account. Make sure that you have an active subscription to Roku Smart Home. Without this subscription, your Roku cameras will be unable to record any events.

    1. Sign in to your Roku account
    2. Select Manage Your Subscriptions
    3. Under Active subscriptions, select Roku Smart Home Subscription.

    If your subscription for Roku Smart Home is inactive, please visit our Roku Support article: How to sign up for and manage a Roku Smart Home Subscription for cameras & doorbells

    We hope you find this information helpful. Please keep us posted.

    Regards,
    Riamie

18 Replies

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  • Cudchewer35's avatar
    Cudchewer35
    Channel Surfer
    11 months ago

    I'm having the same problem.  I am so frustrated this has been an issue off and on for days!  Now it will only show activity when I restart.

     

    Anyone know of a more reliable camera, I'm about done with this!

    • crtmme's avatar
      crtmme
      Channel Surfer
      11 months ago

      mine was on and off for days until finally it’s just permanent issue now unfortunately. 

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        11 months ago

        Hi, Cudchewer35 crtmme 

        Thanks for posting here in the Roku Community.

        We're sorry to hear about the issue you have encountered with your Roku Camera, and our dedicated team is prepared to assist you in resolving this matter effectively. We would like to gather the information requested by RokuRiamie-D above this thread.

        Once this information is made available, it will be forwarded to the appropriate Roku team for further investigation. As the investigation progresses, resolution will be provided and developed for this matter.

        We hope for your response along with the details requested.

        Best wishes,
        Kash

  • Tony2020's avatar
    Tony2020
    Reel Rookie
    10 months ago

    Ive had a Roku TV and multiple indoor cameras for a year and I’ve had a lot of trouble with freezing/ not detecting anything.  I have cctv monitor right beside the tv.  that’s when I realized how often it happens. I wish I had known that they didn’t plan on making  2k resolution cameras. Roku cameras are 1080 resolution which is decent during the day, not great at night and then factor the constant freezing and not recording suddenly for no apparent reason plus the hours and  hours of wait times with Roku support made it easy to disable auto renew smart home payments . With all that said the price of cameras and subscription is very cheap and it might work great for some people  but if cameras are a priority for you try to get a better brand that records a minimum 2k resolution and reliable recording of events. 

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

      Hi Tony2020,

      Welcome to the Roku Community!

      Thank you for letting us know that you're having trouble with your Roku camera, which is freezing and not detecting motion or events. We'd be happy to assist you with this.

      In order to provide you with the best possible assistance, we would like to have more details about your freezing issue. Could you please share more specific details about when this problem occurs? For example, does it happen while you are watching a live stream, during the playback of event recordings, or when you launch the Roku Smart Home app?

      If you’re having trouble with your Roku cameras not detecting any events or motion, it’s essential to first check your Roku account. Make sure that you have an active subscription to Roku Smart Home. Without this subscription, your Roku cameras will be unable to record any events.

      1. Sign in to your Roku account
      2. Select Manage Your Subscriptions
      3. Under Active subscriptions, select Roku Smart Home Subscription.

      If your subscription for Roku Smart Home is inactive, please visit our Roku Support article: How to sign up for and manage a Roku Smart Home Subscription for cameras & doorbells

      We hope you find this information helpful. Please keep us posted.

      Regards,
      Riamie

      • crtmme's avatar
        crtmme
        Channel Surfer
        10 months ago

        idk why yall continuously use that as a “solution” considering the fact that it never works.

    • crtmme's avatar
      crtmme
      Channel Surfer
      10 months ago

      thank you for that solution.. it’s such a shame because the cameras helped my anxiety when they actually worked. this company was about to get $300 more from me to get an outside camera and a new tv but i’d rather sit here and save longer to get something that’s actually worth money. 

      • Cudchewer35's avatar
        Cudchewer35
        Channel Surfer
        10 months ago

        Good truthful reply!  I'm right there with you.  My camera hasn't worked in weeks.  Resetting does nothing at all, they only time I receive activity recordings is if I cut the power and turn it back on.  Then I get only one.  Isn't that some kind of S**t?  The only thing they manage to do well is take my subscription payment automatically.

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

    Hi crtmme,

    Thank you for posting in the Roku Community!

    We appreciate you letting us know that your Roku cameras are not recording or detecting motion events even if you have an active Roku Smart Home subscription. No worries; we would be more than willing to sort this out for you.

    Let's see if this will work for you.

    • Ensure that your Roku cameras and Smart Home app are up to date.
    • Check the detection settings of your camera: How to use smart detection for your Roku Smart Home camera or video doorbell
    • 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
        1. Note: Use the same Roku account that showed up on the sign-in page. We just want you to enter the email/password manually for a full refresh.
      4. Follow the rest of the sign-in steps. 
    • After logging back in, try to leave the smart home app/lock the phone trigger motion on the camera and see if you can get an event recording now. (event/notification may take up to a minute to come through)

    We hope you find this information helpful. Please keep us posted.

    Regards,
    Riamie

    • crtmme's avatar
      crtmme
      Channel Surfer
      11 months ago

      Now none of my cameras work after trying this. 

    • crtmme's avatar
      crtmme
      Channel Surfer
      11 months ago

      Now none of my cameras work after doing this. 

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

        Hi crtmme,

        Thank you for the response!

        We appreciate you for taking the time to follow the troubleshooting steps that we have suggested above. We would like to coordinate this with our Roku-appropriate team, so we kindly need the following details below:

        • Log ID:  (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log)
        • Firmware version 
        • Are there any error codes/error messages? If so, what is the error?
        • Troubleshooting steps taken

        We look forward to your response.

        Regards,
        Riamie

  • TheTinX's avatar
    TheTinX
    Newbie
    10 months ago

    This is happening to me, I just bought 4 brand new cameras firmware 6.1.0 Build 48-FD, new account and I have the subscription but they only record motion after I restart the camera.  I tried messing with the sensitivity but no luck.

    If anyone knows of a trick please let me know.

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

      Hi TheTinX,

      Welcome to the Roku Community!

      Thank you for letting us know that you are having an issue with your Roku camera that is not recording. We would like to look closely into the issue, so could you please provide us with the following details?

      • Log ID:  (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log)
      • Firmware version 
      • Are there any error codes/error messages? If so, what is the error?
      • Troubleshooting steps taken

      Providing these details will help us to further investigate the issue.

      Regards,
      Riamie