Forum Discussion

Ike507's avatar
Ike507
Newbie
2 years ago
Solved

Indoor Camera won't record video, only images

I purchased a yearly subscription for my 1 camera, but the subscription isn't linking to my app (even though I used same login) and doesn't seem linked to my camera. My camera isn't recording videos, only taking images. I called Roku. I was told something about an internet outage and they would call me back within 24hours. It has now been about 26-28 hours. No phone call. How do I correct this issue? How can I get my subscription linked to my camera and app? How can I get camera to record?

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi DestinyDelle,

    Greetings to the Roku Community!

    Thanks for sharing this with us, and we're glad to help you out. Let's try these few troubleshooting steps below and see if it resolves the issue.

    1. Confirm the Roku Smart Home app and outdoor camera firmware are up-to-date.
    2. Confirm that Detects Motion and Detects Sound are turned on in the Events Recording setting.
      • Live Stream > Settings > Event Recording
    3. Confirm that there are no event recording schedules.
      • Live Stream > Settings > Event Recording > Schedule > All Day should be toggled ON.
    4. Turn the detection sensitivity to 100.
      • Live Stream > Settings > Detection Zone
      • If the user begins to receive too many notifications, they can lower the sensitivity by 5–10 notches at a time until they receive the desired amount of events or notifications.
    5. Confirm if there aren’t any scheduled Rules that might affect when Event Recordings take place.
      • Tap the [...] at the top of the Roku Smart Home app.
      • Tap Edit Rules.
      • It should bring up a list of any rules that the user has created.

    If the issue persists, kindly keep us posted so we can review this issue further and resolve it.

    All the best,
    Kash

  • RokuJohnB's avatar
    RokuJohnB
    2 years ago

    Hi DestinyDelle,

    Thanks for keeping us posted!

    We appreciate that you have performed the troubleshooting steps that have been provided above, but it seems like it did not fix the issue that you're experiencing. No worries; we will be happy to assist you further. Please try to delete your Roku camera by opening the Roku Smart Home app and tapping the desired camera. After tapping the camera, a gear icon may be seen on the top side. You must tap it in order to see a deletion option for the camera. Additionally, you must return to the Roku Smart Home app's home screen and tap the plus sign. Then, you must add the camera once more by following the steps in the Roku Smart Home app and tapping the + sign.

    If the problem still persists, please let us know.

    All the best,
    John

  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    Hello! Carlcrow91,

    Thanks for your question,

    We appreciate you for contacting us regarding your Roku Smart Home Subscription inquiry. We are thrilled to help you.

    Many customers find the Event Recordings to be a huge benefit of the subscription. This means that when your camera detects motion or sound, it will start recording a new Event, you'll receive a push notification from your mobile app, and the video recording will automatically be stored in the cloud for 14 days. Without a subscription plan, your camera will still capture a new motion or sound, but only as an image snapshot, rather than an extended video clip.ll Roku Smart Home cameras all include motion detection alerts, they can’t tell a tree from a person. A subscription includes Smart Detection to distinguish between a person, a package delivery, a vehicle, or a pet. This gives you the option to only receive alerts when a person is detected if you so choose.

    Subscription Features:

    • Instant recordings: Many customers find instant recordings to be a huge benefit of the subscription. Set your camera to start recording when it detects motion or sound in a motion detection zone.
    • Cloud storage: These instant recordings will live in your cloud storage, letting you know what happened—and when—with 14-day cloud storage for each motion event. You can even filter your cloud storage events by type, which allows you to see only the events you care about—like package deliveries—and not ones you don’t—like a car turning around in your driveway. 
    • Smart detection: All Roku Smart Home cameras include motion detection alerts, but they can’t tell a tree from a person. A camera subscription includes Smart Detection to distinguish between a person, a package delivery, a vehicle, or a pet. This gives you the option to only receive alerts when a person is detected if you so choose.

    For detailed information about the Roku Smart Home Subscription please check this out: How to sign up for and manage a Roku Smart Home Subscription for cameras & doorbells

    If you have any further questions or concerns please let us know.

    Thanks,
    Arjiemar

11 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi Ike507,

    A warm greeting to the Roku Community!

    We understand you're having issues linking your Roku camera to your subscription. Rest assured that we take your concerns seriously and are committed to resolving your issues. We have passed along your information to the appropriate Roku team, and they'll be taking things from here and do their best to solve this.

    Thank you for your patience and understanding. 

    All the best,
    Kash

    • DestinyDelle's avatar
      DestinyDelle
      Reel Rookie
      2 years ago

      I am also experiencing this issue where my event detections are only capturing images but not recording. It worked fine with the free trial, but I purchased the subscription later in the day on the first day of having the camera and now it won't record video unless I manually record via live. I have checked my app and it shows my subscription, as well as my online account shows my camera. I've uninatalled and reinstalled the app with no avail. My audio for talking from my phone to the camera also doesn't work. I purchased this brand new on Saturday. 

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi DestinyDelle,

        Greetings to the Roku Community!

        Thanks for sharing this with us, and we're glad to help you out. Let's try these few troubleshooting steps below and see if it resolves the issue.

        1. Confirm the Roku Smart Home app and outdoor camera firmware are up-to-date.
        2. Confirm that Detects Motion and Detects Sound are turned on in the Events Recording setting.
          • Live Stream > Settings > Event Recording
        3. Confirm that there are no event recording schedules.
          • Live Stream > Settings > Event Recording > Schedule > All Day should be toggled ON.
        4. Turn the detection sensitivity to 100.
          • Live Stream > Settings > Detection Zone
          • If the user begins to receive too many notifications, they can lower the sensitivity by 5–10 notches at a time until they receive the desired amount of events or notifications.
        5. Confirm if there aren’t any scheduled Rules that might affect when Event Recordings take place.
          • Tap the [...] at the top of the Roku Smart Home app.
          • Tap Edit Rules.
          • It should bring up a list of any rules that the user has created.

        If the issue persists, kindly keep us posted so we can review this issue further and resolve it.

        All the best,
        Kash

  • SxMetalBarbie's avatar
    SxMetalBarbie
    Newbie
    6 months ago

    I’ve had this issue a number of times. Nothing has worked besides deleting the camera and setting it up again. A pain I know but it works for quite a while after being set back up again.