Forum Discussion

Jaz2022's avatar
Jaz2022
Channel Surfer
11 months ago

Date, time, and video resolution not working after the Smart Home update a couple days ago

After the update a couple days ago, none of my camera live feeds show the date and time when live streaming. I've tried turning the feature off and on and restarting the camera but it never fixes it. Also, there used to be a button to put the streaming to 360K, SD, or HD, but that is no longer in the latest app. It used to display the bits per second in live streaming. I used to use the bit streaming to tell if my camera was working since they would often freeze up. Now I can't tell if the live stream is just a static picture or if it is really streaming. Please put the bps back on the app! I am also now frequently getting CODE -20 and CODE -35 and CODE -45 and am having to restart my cameras frequently. 

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  • j211shadowman's avatar
    j211shadowman
    Reel Rookie
    11 months ago

    Same. 2 cameras and multiple devices used for dedicated viewing all began doing the same thing here all at once. I'm assuming they are attempting to save themselves a few bucks by forcing automatic bandwidth and taking the option away from us without notice. Since these cams depend on "their" servers to operate at all in any capacity, they probably decided to put those options behind a paywall soon as "premium features" for new customers who don't know any better. But yeah, Linux network tech, so I'm not gonna bother listening to them tell me my Internet is bad or the equipment needs reset. Updates to improve security or functionality are one thing, but updates that remove established functionality and options to save roku some money on bandwidth...Shame shame.

    • smruser96's avatar
      smruser96
      Newbie
      11 months ago

      I’m having the exact same issue and thought it was just me! I’ve restarted the device and even factory reset it and added it back, nothing has worked to fix time stamps, or recording- it won’t detect anything even if your standing right in front of the camera! I’ve had the camera for a year now with the subscription and it’s been great up till this point. I do frequently check in when I’m out of the house to see our dog but even within the home, same WiFi network, it won’t even pull up live view without taking what seems like years to load. I hope this is fixed 

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      11 months ago

      Hi Community users,

      Thank you for keeping us posted!

      We will be delighted to assist you even more. Please try the troubleshooting steps below.

      Remove the camera

      1. Launch the Roku smart home app.
      2. Select the camera.
      3. In the upper right side, select the gear icon or Settings.
      4. Select Delete device.

      Add the camera back again

      1. Tap the plus sign from the navigation bar and select Add Device.
      2. Select Cameras & doorbells and choose what type of camera are you adding.
      3. Follow the process that was prompted on your Roku smart home app. To successfully set up it.

      If the problem still persists, try to restart your modem and router.

      Kind regards,
      John

      • monty643's avatar
        monty643
        Channel Surfer
        11 months ago

        this just feels like youre spitting in my face..... we have clearly tried this and nothing is working. SHAME SHAME SHAME!

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    11 months ago

    Hi Jaz2022,

    Thanks for reaching us here in the Roku Community!

    We'd love to assist you here. The feature for changing video resolution shouldn't be removed and should stay there, while the time stamp can be removed and also can be added back by selecting the device, navigating to Advanced system settings, and then clicking on Timestamp.

    It seems like a couple of restarts have also been made here. We recommend performing a whole reset-up to see if we can get it working as it should.

    You may refer to our troubleshooting here: How to factory reset your Roku Smart Home device.

    We hope this helps!

    Thanks,
    Rey

    • ftnf's avatar
      ftnf
      Channel Surfer
      11 months ago

      You could have literally taken 15 seconds to see that the SD/HD bitrate feature has been removed.

      In addition Zoom is broken, date/time Roku logo broken, cameras multiple times every hour show offline when in fact they are online uploading clips to the cloud. I have six cameras and they all do this every five minutes or so which also tells us the internet connection is fine.

      Everything they said is true, resetting your cameras does not fix any of the mentioned issues which you could have figured out by doing 5 minutes worth of testing.

      And before trying to blame it on the customers cell date or internet router why do you not trouble shoot and then you could confirm these are all correct complaints.

      I literally will never understand how customer service could be this blatantly lazy.

    • Jaz2022's avatar
      Jaz2022
      Channel Surfer
      11 months ago

      Hi. This did not help me. I tried factory reset and restart of the cameras several times. I can only see the date and time when I am on the same wifi as the cams. When I am away using cellular or a remote wifi I cannot see date and time. Also, your latest update definitely removed the ability to change from 360 to SD to HD and I can never see the bps to verify if I am seeing a stream or if it is a static picture. I used to run most cams in 360 since my internet is not very fast. But now my cams are freeze frame most times since i can no longer select 360. My cam firmware is up to date. 

      • Jaz2022's avatar
        Jaz2022
        Channel Surfer
        11 months ago

        Hi Roku. Please escalate this to tech support. My cameras continue to have problems. In addition to the other problems that I've already mentioned with date, time, error codes, inability to select video speed, now they are randomly stopping recording events and freezing when i try to do a live view. I can usually get things going again by "force stop" my app (or reboot my phone), clear the cache, and even then I can't always get a live view. The camera live view tells me so to reconnect, but that doesn't work unless I immediately also hit the camera reset in the app. After doing this multiple times, I can usually connect and get live view again. But this only lasts a couple hours and then I have to go through the whole procedure again. Usually multiple times a day. The worst part is that when the cam stops working, there is no indication it has stopped, and during that time no events are triggered until I go through this whole process and do a reset again. Before your last update I had very few problems, but now the whole system is very unreliable. Thank you.

    • chris16371's avatar
      chris16371
      Reel Rookie
      11 months ago

      I guess since no one is willing to fix these issues or give us refunds. Everyone needs to go to the Better Buisnesss Bureau and file complaints. More people who do it, the better.

      With all these issues, surprised lawyers haven't been involved yet. Hmmm

      L A W S U I T

  • monty643's avatar
    monty643
    Channel Surfer
    11 months ago

    roku needs to fix this, everything you say is happening to me as well. has anyone found a way to remove this new software and just go back to the way it was before all he11 broke out?

     

    • ftnf's avatar
      ftnf
      Channel Surfer
      11 months ago

      This company has become increasingly shady. This was a forced camera firmware update with zero way to opt out. Probably to save money/space on the clips uploaded to their cloud as the picture quality has taken a significant hit. In what world was this tested before it was pushed out..

  • Dh55's avatar
    Dh55
    Binge Watcher
    11 months ago

    Poor resolution on all my cameras after update. Also getting code -20. Force stopped app cleared cache rebooted device nothing seems to help. This all occurred after the recent app update

  • chris16371's avatar
    chris16371
    Reel Rookie
    11 months ago

    My cameras just started showing a full 24hr behind, time is correct but the date is wrong. Tried all the "fixes" with no luck. 

    I also use wifi smart outlets and starting today they are failing to turn on and off at the set times, which is a major inconvenience.