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Thomasnor's avatar
Thomasnor
Reel Rookie
3 years ago

Doorbell won't record video, only images

All of a sudden, the doorbell will only record images and won't record video. If I go I to the live camera and connect it, it will stay online briefly, but then go right back to taking images only only and not recording video. Everything was fine up until 2 days ago. We have checked the settings, they are all set up as they should be. What could be causing this? This has become quite unuseful if I can't get it to record any longer. Thank you!

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  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator

    Thomasnor

    Thanks for the post.

    Do you have a subscription attached to your Roku Smart Home doorbell? If you had a free trial linked to that Roku Smart Home device, it's possible that the trial may have ended.

    Please keep us posted and we will be able to assist you further.


    Thanks,
    Danny

    • Thomasnor's avatar
      Thomasnor
      Reel Rookie

      Yes, we have a subscription for the doorbell and an outdoor camera as well, which so far has not been having issues recording video like the doorbell is. It has all been working fine up until the other day, now we only get pictures. Appreciate any thoughts you might have. None of the settings have changed, and another check shows that it is marked to do record, but just wont.

      • ParadiseHome's avatar
        ParadiseHome
        Channel Surfer

        Same here. Images only and we also have an active subscription

    • CaptainAction's avatar
      CaptainAction
      Channel Surfer

      I am having this same issue. It began about 5 days ago. Still images only, no video. I have had a full subscription since installed.

      • CaptainAction's avatar
        CaptainAction
        Channel Surfer

        Also, when I press record while on camera, the app closes.

  • yea i have the subscription and everything set up correctly it worked for like 20 days then just started showing images and not video

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator

      Steelerman1951

      Thanks for the post.

      We would recommend checking a couple of things within the Roku mobile app:

      1. do you have event recording enabled for your Roku Smart Home device?
      2. when you view recorded events, are they of videos or of images

      With more detailed information, we will be able to assist you further.


      Thanks,
      Danny

  • how do I get a subscription in order for me to have video again instead of the images that its been taking?

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator

      Greetings hmmmjay cliftonhartley 

      Welcome to the Roku Community and thanks for posting regarding your inquiry.

      Do you have a subscription attached to your Roku Smart Home doorbell? If you had a free trial linked to that Roku Smart Home device, it's possible that the trial may have ended.

      Please keep us posted and we will be able to assist you further.


      Thanks,
      Danny

  • I'm having the same problem I bought it thinking it was a video doorbell like it said on the box but apparently you have to pay for their subscription or it's not a video doorbell. I thought when you paid for subscriptions that was for monitoring I don't want them to monitor mine I want to see them myself. The steel shots that it takes are useless I wouldn't recommend this doorbell to anyone

  • That happened to me too since 3 days ago . And now 2 days and I need to renew the subscription but I don’t think I’m gonna renew cuz this still happened 

    • RokuEuniceL's avatar
      RokuEuniceL
      Retired Moderator

      Hi Mamasit915,

      Greetings from the Roku Community!

      We appreciate you letting us know about your videos that are not recording events on your Roku Smart Home app. We will work with you to know what went wrong so we can assist you further and fix the issue. Please tell us more details so that we can better understand the problem you are having.

      • When did the issue start?
      • Have you tried updating your firmware to the latest software?
      • Have you tried adjusting the detection of your Settings?
      • Have you tried signing out, signing in, or removing the Roku Smart Home app and re-adding it?
      • What troubleshooting steps have you taken so far?

      Please elaborate on the issue that you are experiencing so we can further assist you. We'll be waiting for your response.

      Best regards,
      Eunice

      • RokuMaryEF's avatar
        RokuMaryEF
        Community Moderator

        Hey everyone,

        We're locking this thread because the info here might be outdated.

        If you're still having trouble, try searching the Community forums. You might find a thread with newer info.

        If you can't find anything, just start a new thread!

        We're here to help.

        Thanks, The Roku Community Team