Forum Discussion

kilojkilo's avatar
kilojkilo
Channel Surfer
6 months ago

Cameras record only as 12-second videos

I, like many others on here added a new camera to my existing 3 cameras and can't view the recordings. I have the $99 plus plan. I show the purple house check mark under the subscription section of my accounts for all the cameras including the new one. In the events I just see a still frame of a '12 second' recording that doesn't load. All events captured with the new are 12 seconds, so something seems amiss. All the other cameras work as intended. What's interesting is the 3 existing cameras notifications show up in android as a purple roku logo but the new one is a blue roku logo. Does that mean it's not properly recognized under my plus plan? I have done all of this:

    Ensure that the Roku Smart Home app and camera firmware are up to date.

    Ensure that motion and sound are turned on in the Events Recording setting.

    Check if there are no event recording schedules.

    Restart the modem and router, and ensure that the camera is connected to the network and receiving enough connection.

    Restart Camera.

    Restart the Roku Smart Home App and try to sign out and sign back in.

I get notifications fine, I just cannot access the recordings. It might be worth pointing out that there are no 'premium' options under the camera for smart recording such as package, person, etc. So this really makes me feel like there is a glitch there, but I've uninstalled, removed, re-added, reset and done everything I could think of to no avail. Please advise. This is an indoor 360

 

 

 

cameras & doorbells
smart home events

17 Replies

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

    Hi kilojkilo,

    Welcome to the Roku Community!

    Thank you for bringing to our attention that you are having trouble accessing your Roku camera recording. We appreciate the troubleshooting steps that you have tried to fix the issue. No worries we are here to sort this out for you.

    Let's see if this will work for you.

    1. Uninstall and reinstall the Roku Smart Home app
    2. Try to install the Roku Smart Home app on another mobile device and see if the same issue occurs.

    If the issue continues please let us know.

    Cheers,
    Riamie

    • kilojkilo's avatar
      kilojkilo
      Channel Surfer
      6 months ago

      I have tried on two separate devices and the behavior is present on both. Un-installed, reinstalled the app, and the camera

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

        Hi kilojkilo,

        Thank you for your response!

        We really appreciate you for providing more details about the issue of your Roku camera. We would like to coordinate this with our Roku-appropriate team so please provide us with the following details:

        • Firmware version of your camera
        • Log ID (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log)
        • Roku Smart Home app version
        • Make and model of your phone and it's iOS/OS version.

        Thank you for your cooperation. We look forward to your update.

        Cheers,
        Riamie

  • DebWorld's avatar
    DebWorld
    Reel Rookie
    2 months ago

    I have two indoor cameras. In addition to recording only 12 sec videos to begin with, they stop recording altogether for hours at a time. 
    I have one mounted on my back kitchen window to monitor my back gate, trash cans (for raccoons), and the garage pedestrian door. I had left that door open this morning for my cats in case of inclement weather. Well, it's closed tonight and it closed during the hour the camera wasn't recording so I have no idea what caused it. 

    I don't know if it was wind (my garage is fairly well insulated) or someone is out there hiding in it and is going to murder me when I take the trash out shortly. 
    Monitoring that door and area was the main reason I bought these things and they seem to be worthless. I thought at least with the subscription, the recordings would work. I really feel like I wasted my money.  This isn't a trivial problem when these cameras are being depended upon for home security. Many of  the questions and answers I've read here sound like they are regarding these issues like this is some kind of extraneous game app. I'm very disappointed in Roku over this. I am a very long, long-term Roku user. I am rethinking that if they care so little about this. 
    And there is no way to "reload the app" on a Roku Tv. Updates are automatic.