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planetoba's avatar
planetoba
Reel Rookie
2 years ago
Solved

Camera wont scan QR code ? WHY ?

Tryign tod o initial set up and my camera will not scan the QR code ? Why ? Help please ...

 

Smart Home App
  • RokuRiamie-D's avatar
    RokuRiamie-D
    9 months ago

    Hi rrocha_932,

    Welcome to the Roku Community!

    I get that your Roku Camera won't scan the QR code generated from the Roku Smart Home app. No worries, I will be more than happy to assist you with this issue.

    Before we proceed, we would like to know if this is your first time setting up this Roku Camera and the specific type of Roku Camera you are having an issue with.

    Kindly follow the details below.

    1. Check the Wi-Fi connection:

    • Most Roku Smart Home devices cannot connect to a 5 GHz Wi-Fi network. If you have a dual-band router, make sure to connect your phone or tablet to your 2.4GHz wireless network from the settings for this device before launching the smart home app. If you need assistance, learn how to identify and connect to your 2.4GHz network.

    2. Check your devices:

    • Inspect the screen for greasy fingerprints or dirt and wipe it clean.
    • If a screen protector is installed and damaged, temporarily remove it and try the scan again.
    • Check the screen for cracked glass and try adjusting the angle of the scan. If the damage is severe enough, you may need to scan the code with a different mobile device.
    • Make sure the entire QR code is visible and not obstructed by something obvious like your fingertip or fingernail.
    • If you use an Apple device, turn off "smart invert" or "classic invert." This setting changes the way colors are displayed and may cause the scan to fail.

    3. Adjust the Scan:
    Once your devices are clean and in good order, try adjusting how you scan the QR code using the following suggestions.

    • If the screen on your mobile device is larger than 5.5 inches, you may need to hold your camera or doorbell more than 5 inches from the QR code.
    • Pull your camera or doorbell about 12 inches from the QR code, slowly move it closer, and hold it for 5 seconds at various distances until the scan is successful.
    • Hold the QR code upside down and then refocus your camera or doorbell by slowly adjusting the distance.
    • To account for glare, slightly adjust the angle of your camera or doorbell. If that does not help, try scanning the QR code somewhere with different lighting especially if you are outdoors or near direct sunlight.

    If none of the suggestions resolve the issue, try factory resetting your camera or doorbell and attempting the setup process again.

    Please let us know if these troubleshooting steps help you to resolve your issue.

    Regards,
    Riamie

9 Replies

    • rrocha_932's avatar
      rrocha_932
      Newbie
      9 months ago

      I have the same issue, I have already uninstalled and reinstalled the app , I hear the "ready to conect" message but after aelecting the wi-fi network and entering the password, te cameras simply won't scan the QR code

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

        Hi rrocha_932,

        Welcome to the Roku Community!

        I get that your Roku Camera won't scan the QR code generated from the Roku Smart Home app. No worries, I will be more than happy to assist you with this issue.

        Before we proceed, we would like to know if this is your first time setting up this Roku Camera and the specific type of Roku Camera you are having an issue with.

        Kindly follow the details below.

        1. Check the Wi-Fi connection:

        • Most Roku Smart Home devices cannot connect to a 5 GHz Wi-Fi network. If you have a dual-band router, make sure to connect your phone or tablet to your 2.4GHz wireless network from the settings for this device before launching the smart home app. If you need assistance, learn how to identify and connect to your 2.4GHz network.

        2. Check your devices:

        • Inspect the screen for greasy fingerprints or dirt and wipe it clean.
        • If a screen protector is installed and damaged, temporarily remove it and try the scan again.
        • Check the screen for cracked glass and try adjusting the angle of the scan. If the damage is severe enough, you may need to scan the code with a different mobile device.
        • Make sure the entire QR code is visible and not obstructed by something obvious like your fingertip or fingernail.
        • If you use an Apple device, turn off "smart invert" or "classic invert." This setting changes the way colors are displayed and may cause the scan to fail.

        3. Adjust the Scan:
        Once your devices are clean and in good order, try adjusting how you scan the QR code using the following suggestions.

        • If the screen on your mobile device is larger than 5.5 inches, you may need to hold your camera or doorbell more than 5 inches from the QR code.
        • Pull your camera or doorbell about 12 inches from the QR code, slowly move it closer, and hold it for 5 seconds at various distances until the scan is successful.
        • Hold the QR code upside down and then refocus your camera or doorbell by slowly adjusting the distance.
        • To account for glare, slightly adjust the angle of your camera or doorbell. If that does not help, try scanning the QR code somewhere with different lighting especially if you are outdoors or near direct sunlight.

        If none of the suggestions resolve the issue, try factory resetting your camera or doorbell and attempting the setup process again.

        Please let us know if these troubleshooting steps help you to resolve your issue.

        Regards,
        Riamie

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

        Hi CHUCKSHELDON142,

        Welcome to the Roku Community!

        Thanks for letting us know that you are still having trouble with scanning the QR code on your Roku Smart Home app. We appreciate you for taking the troubleshooting steps provided.

        Could you please tell us the details below for us to look closely into the issue?

        • Is this your first time setting up this Roku Camera?
        • Does it only happen to one Roku Camera or multiple Roku Smart devices? If so, what is/are the model of your camera/s?
        • What is the error code or error message you are getting?
        • When did you start to experience the issue?
        • What is the firmware version of your Roku camera?

        We look forward to your response.

        Regards,
        Riamie

    • willywonka's avatar
      willywonka
      Reel Rookie
      9 months ago

      No he logrado conseguir que la cámara reconozca el código QR. Les explico el paso a paso.

      Al inicia la app y configurar por primera vez la cámara (recién sacada de la caja), la cámara leyó sin problema el código QR, le configuré un nombre y me salió para poder verla. Al abrirla pude ver su transmisión, me puse a configurar la segunda cámara que tengo, y me doy cuenta que la primera cámara se me había borrado de la app. 
      Configuré la segunda cámara sin problema, cuando voy a configurar la primera cámara de nuevo, ya esta no lee el código QR, aunque indica en el audio que está lista para conectarse.

      Cerré sesión en la app y cuando quise ingresar ya me decía que mis credenciales eran incorrectas, a pesar de poder ingresar en la web con las mismas. Me cree otra cuenta, reinicie la segunda cámara que había registrado y se registró sin problema (ahora esta iba a ser la primera en configurar en la nueva cuenta) cuando me propuse a configurar otra cámara, la anterior otra vez se me había borrado, cuando la fui a volver a configurar, ya no lee el código QR, le pasó lo mismo que la primera cámara anterior.

      Cual es el problema, hago hincapié que yo estoy en Ecuador configurando esta cámara