Forum Discussion

PghNana's avatar
PghNana
Channel Surfer
2 years ago

Cameras, not recording events, not able to view past events, but can view live stream…

My cameras stop recording events, I was not able to view past events, but I was able to view the live stream. After talking to Roku support – they said they had an outage in their resolving the probl...
FixYourSystem1's avatar
FixYourSystem1
Newbie
2 years ago

I pay the monthly subscription fee so that I can view recorded events from the cloud. However, both of the cameras I have set up aren't even recording events anymore. The previous events that it did record prior to 5:33 PM on Aug 16, 2024 cannot be view, it just shows a blank box (where the picture of the event) would normally show up, and when clicking on the event it doesn't load. Ever since the latest update these cameras and app have been nothing but a headache. It's not worth the money I am currently wasting on them and the subscription. Something used for a security system like this is inexcusable the number of problems they are having. 

RokuJohnB's avatar
RokuJohnB
Community Moderator
2 years ago

Hi there,

Thank you for your first post here in the Roku Community!

We understand you are having a problem with the event recording since you are unable to play it. We're happy to assist you further. Can you please provide the following information below?

  • May we have the Mac Address and the firmware version of your Roku camera? By launching the Roku smart home app, you may need to select the device from the home screen, tap settings, and device info.
  • 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?

We look forward to your responses and gathering your details.

Thanks,
John