Forum Discussion

S_morey's avatar
S_morey
Newbie
8 months ago
Solved

Color Light Bulb error: "Failed to get data, please try again."

Every time I go to change the color it says "Failed to get data, please try again." I've: •turned the switch on and off three times •Restarted my phone •Took the bulb out of the socket, restart...
lights
  • RokuMaryEF's avatar
    RokuMaryEF
    7 months ago

    Hey everyone,

    If you're seeing the "Failed to get data, please try again." error on your Roku Smart Bulb Color SE.

    Status Update 4/8: The issue should be fixed with the latest app version (3.2.4).

    Please update the app and check if you’ve received the new firmware for the Roku Smart Home app. Let us know if it works! If you haven’t seen the update yet, just try again in a bit.

    Thanks for your patience and support!

    Roku Community Team

Alkmehist79's avatar
Alkmehist79
Channel Surfer
7 months ago

Thanks for reply and for your help, it's much appreciated. I found the problem stills comes back after some time even after doing the force stop and uninstall/reinstall method even if you clear the app's cache (on Android). After some troubleshooting I found that uninstalling the Roku Smart Home app is not needed either. The issue seems to be with the user account credentials that are linked to the users devices after the last Roku Smart Home app update. Basically, when you open the Roku Smart Home app & get the "failed to get data" error message all you have to do is go to the "Account" icon found in the bottom navigation bar in the app and just sign out of your Roku account and then sign back in and the app will work properly again. Unfortunately this is not a permanent fix as the app will have the same error after a few days day of use and this becasue the cache gets corrupted after a few uses, so you'll have to sign out of your account in the app and sign back in again anytime you see that error message; but it's easier and faster then uninstalling and reinstalling the app each time the error happens. The biggest pain is having to keep entering in the 2FA email code Roku sends each time you log out and log back in. Wouldn't it be great if Roku just actually cared about their customers and made an effort to fix the problem haha.

SergeB's avatar
SergeB
Streaming Star
7 months ago

I'm not convinced that the problem is authentication or time out, I just did a new test:

Can't turn on a plug, unresponsive. Created a shortcut to turn on that plug, the shortcut works.

Actually, all my shortcuts work for plugs and lights that are non responsive. And that is for shortcuts that where created a while ago or today.

So why do shortcut work, they bypass authentication?

  • SergeB's avatar
    SergeB
    Streaming Star
    7 months ago

    by the way, the shortcuts I'm talking about are shortcuts created in the Roku app.

  • Alkmehist79's avatar
    Alkmehist79
    Channel Surfer
    7 months ago

    Hmm that's interesting. For me signing out of my account and signing back in fixes the issue every time but I don't have any smart plugs. I only have have two of the Roku light bulbs that can change to different colors via their smart home app.

    I'm not sure which *shortcuts" you're referring to because I don't have that option nor do I have any smart plugs.

    Even though the Roku app shows an error message as soon as I open it, I can still turn my lights on with something like the Google Home app, but I can't change or control my color profiles via the Google Home app as that is not a feature they support and so I need the actual Roku Smart Home app for that. Being able to turn the smart products on and off with a shortcut doesn't necessarily mean that there is no issue with authentication, I think the issue is within the authentication in the Roku Smart Home app itself and the MAC address of the devices linked to the Roku profile. I recall seeing somewhere that Roku changed its MAC address naming in the last update. Without knowing what kind of shortcuts you are referring to an under what parameters they operate it's very hard to know what's going on.

    Anyways, signing out of my account and signing back in works for my issues and if it doesn't work for yours then it looks like there is more than one issue with the last app update which is not surprising because I'm guessing if it was a simple fix Roku would have done something by now. Sorry I couldn't be of more help, looks like it's up to Roku to figure this out. 

    • SergeB's avatar
      SergeB
      Streaming Star
      7 months ago

      Hi,

      To create a shortcut in the Roku app, click the plus sign on the top left of the home screen then "add rule" then tap shortcut.

      I have white bulbs that I cannot turn on or off via the main page of the Roku app yet, it works via the shortcut (or Google home)