Forum Discussion

Djburke89's avatar
Djburke89
Reel Rookie
3 years ago
Solved

Firmware won’t update outdoor wired cam

I made it through set up. Cam works. It lets me view the live feed for a few seconds then a “Update framware” box pops up. Say I have to update. I click the update button and after a very very long wait it says it couldn’t update. I don’t understand. Someone please help me out here. 

  • Djburke89's avatar
    Djburke89
    3 years ago

    ok. I contacted Roku support and talked With someone who had me factory reset the camera and uninstall it and restart the app. None of this worked so they transferred me to a technician. That didn’t work. End result they are sending me a new camera as they think this is the problem

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Shpongler,

    Greetings and welcome to the Roku Community!

    We appreciate you sharing your concern with us, and we're here to assist. Let's try to perform a restart to your Roku camera to see if it is able to update.

    Follow the steps below to restart your smart home device in the app. If your device does not have a restart option in the app, alternate instructions are also provided below.

    1. Tap Home from the navigation bar
    2. Select your device
    3. Tap Settings in the corner
    4. Scroll down and tap Restart or Restart Camera

    If you are restarting a Roku Outdoor Camera SE, use the following steps instead:

    1. Tap Home from the navigation bar
    2. Select your camera
    3. Tap More
    4. Tap Turn off
    5. Wait 30 seconds
    6. Tap the Power icon

    If you're looking to learn more information about restarting your Roku camera, we would suggest checking out Roku's official support website. They have a comprehensive FAQ section that covers a wide range of topics related to Roku devices, including troubleshooting, setup, and more.
    Here's the link to their FAQ page: What to do if your Roku Smart Home device is unable to update software

    Keep us posted on what you find out.

    All the best,
    Kash

  • Mommajacque's avatar
    Mommajacque
    Reel Rookie
    3 years ago

    I have this exact same problem with my new indoor wireless camera. Please help, Roku team. 

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      Mommajacque

      Thanks for the post.

      When trying to update the firmware on your Roku Smart Home cameras, please make sure the camera is close to your wireless router.

      If you are still experiencing an issue, please keep us posted and we will be able to assist you further.


      Thanks,
      Danny

      • Djburke89's avatar
        Djburke89
        Reel Rookie
        3 years ago

        ok. I contacted Roku support and talked With someone who had me factory reset the camera and uninstall it and restart the app. None of this worked so they transferred me to a technician. That didn’t work. End result they are sending me a new camera as they think this is the problem

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      Mommajacque 

      Thanks for the follow up.

      I have passed along your information to our Support team. They will follow up and assist you.

       

      Thanks,
      Danny

    • GmP2's avatar
      GmP2
      Newbie
      3 years ago

      Same here , new indoor camera has been trying to update all night

      • Kwallie's avatar
        Kwallie
        Reel Rookie
        3 years ago

        Yeah I got the 360 indoor and same thing it will not update. Roku is trash and all their devices are too!

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    Djburke89

    Thanks for the post.

    We would be more than happy to look further into this issue for you but need more details.

    Can you please provide the following:

    • screenshot of the issue you are experiencing
    • Log ID when this issue occurs (from the Roku Smart Home app, select Account > Roku Support > Submit a log)

    Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


    Thanks,
    Danny

    • Kwallie's avatar
      Kwallie
      Reel Rookie
      3 years ago

      I have the same isssue. I got through every step of the set up process and then the wired outdoor camera will not do the firmware update. You wait for a period of time and it says it cannot update. I know everything on my end has been done right. I’m taking the camera back and will go with another company. 

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Kwallie

        Thanks for the post.

        Can you please provide us with the information that I requested in my above response?

        Once we have this information, we will be able to assist you further.


        Thanks,
        Danny

    • Palomino96's avatar
      Palomino96
      Channel Surfer
      3 years ago

      I am trying to update my firmware and getting the pictured error message.  I've retried multiple times.  Yes it's near the base and router. I just installed an outdoor wireless Roku camera and the firmware updated with no issues.  I submitted a log and it's pictured above as well.  I've tried Uninstalling the camera, Roku app, reset ti factory settings as well.

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Palomino96 

        Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

        It looks like you've done a great deal of troubleshooting already with your Roku Smart Home device. I have passed along your information to our Support team. They will follow up and assist you further.

         

        Thanks,
        Danny

  • Rblack5261's avatar
    Rblack5261
    Newbie
    3 years ago

    My new Roku camera will not stop updating. How can I be stop it to view the camera 

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      Djburke89 Rblack5261

      Thanks for the posts.

      When trying to update the firmware on your Roku Smart Home outdoor cameras, please make sure the camera is close to the base station.

      If you are still experiencing an issue, please keep us posted and we will be able to assist you further.


      Thanks,
      Danny

      • Djburke89's avatar
        Djburke89
        Reel Rookie
        3 years ago

        Okay, Ive tried all that basic stuff. I had it on top of my router. Tried resetting it. Tried updating the app. Everything. Thats why im on here trying to get help. I wouldn't be wasting my time if it was something simple like putting it closer to the router or pluging it in. 

        So, to answer your question, No your advice to put it closer to the router did not fix anything. Still got the same issue! 

  • Fredericka87's avatar
    Fredericka87
    Channel Surfer
    3 years ago

    Is there an actual solution to this issue? The marked solution is to replace the camera but I can’t imagine they plan to replace every camera in this thread. My issue is with an indoor camera. It has updated before but now the update fails every time. I have tried rebooting my modem & router, reinstalling the app, and the network strength is fine. 

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      2 years ago

      Hi Fredericka87,

      Thanks for the post.

      We understand that you are facing an issue with the Roku Camera and getting an error message of "update failed" and we appreciate the troubleshooting steps you've done so far. 

      We recommend performing the below steps and see if you can resolve the issue:

      1. Restart the Roku Camera
      2. Try moving the device closer to your router to see if you are still experiencing the same issue updating the firmware.

      We would recommend trying to see if that resolves your issue. Please keep us posted.


      Best regards,
      Mary

      • Palomino96's avatar
        Palomino96
        Channel Surfer
        2 years ago

        I had to take the outdoor wireless camera to someone else's house to get it to update and now I'm having the same issue with a wired indoor camera now.

  • LizzyGoldenGirl's avatar
    LizzyGoldenGirl
    Newbie
    3 years ago

    Same thing happened to me. I've figured out you would have to go to Account on the app then click on Firmware Update. It took only a minute or two for it to update. 

    • Fredericka87's avatar
      Fredericka87
      Channel Surfer
      2 years ago

      I have tried updating there and through each camera separately and it looks like it is trying to update but everytime it says "update failed". 

  • LoG38's avatar
    LoG38
    Newbie
    2 years ago

    Our problem now, I subscribed,  debited ftom my bank  $3.+ and yet still can't update the firmwate,  all the features when installed were lost after the trial period .. very disappointing 

    • Shpongler's avatar
      Shpongler
      Newbie
      2 years ago

      I'm having the exact same problem and have tried everything suggested in this thread with no luck at all. I even tried three different phones and still can't get the cameras to update. 

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi Shpongler,

        Greetings and welcome to the Roku Community!

        We appreciate you sharing your concern with us, and we're here to assist. Let's try to perform a restart to your Roku camera to see if it is able to update.

        Follow the steps below to restart your smart home device in the app. If your device does not have a restart option in the app, alternate instructions are also provided below.

        1. Tap Home from the navigation bar
        2. Select your device
        3. Tap Settings in the corner
        4. Scroll down and tap Restart or Restart Camera

        If you are restarting a Roku Outdoor Camera SE, use the following steps instead:

        1. Tap Home from the navigation bar
        2. Select your camera
        3. Tap More
        4. Tap Turn off
        5. Wait 30 seconds
        6. Tap the Power icon

        If you're looking to learn more information about restarting your Roku camera, we would suggest checking out Roku's official support website. They have a comprehensive FAQ section that covers a wide range of topics related to Roku devices, including troubleshooting, setup, and more.
        Here's the link to their FAQ page: What to do if your Roku Smart Home device is unable to update software

        Keep us posted on what you find out.

        All the best,
        Kash