Motion Event videos not playing only showing a still photo

My cameras have been set up for months and they’ve worked fine. Just recently when motion is detected, it will record a video but when I play back, it doesn’t play the video. There’s just a still photo of the event.
My detection settings are perfect, And the event recording settings are on and good to go. I’m just not sure why I can’t play back the video even though I have a subscription that I’m paying for..

RokuRiamie-D
9 months ago
Hi masonallena,

Welcome to the Roku Community!

We understand that your Roku Cameras event recording does not play on your Roku Smart Home app. We'd be more than willing to sort this out for you.

Before we continue, we would like to know if you see a live stream on your Roku camera. In the meantime, let's see if this will work for you:

Uninstall the Roku Smart Home app and install it again

Try downloading the Roku Smart Home app on a different mobile phone or tablet and logging in with the same Roku account credentials.

Restart the Roku Cameras: For instructions on how to restart your smart home device, visit our Roku support article.

If the issue persists, we highly suggest to set up again the camera:

You do not need to remove your smart home device from the mobile app to set it up again. Simply follow the steps below and see if that resolves your issue.

Open the Home screen

Tap the plus sign from the navigation bar

Select Add device

Select your device category and then select a device

Follow the on-screen instructions

Please keep us posted.

Regards,
Riamie

24 Replies

Lysa_London
Reel Rookie
11 months ago
When I try to see what has been recorded through the smart home app, it wont load the video, or play's about a second and the app freezes. The live stream button doesn’t work. I can get notifications but I still can’t see the video.
- Mickey5
  Reel Rookie
  11 months ago
  How can you watch your videos if it’s not letting you play them
  - Lysa_London
    Reel Rookie
    11 months ago
    I can’t watch the videos, it will start it for about a second or two and stop and just buffer. That’s my problem, I need fixed. I have uninstalled the app and reinstalled it, same problem.
MiriahAppleby
Reel Rookie
11 months ago
We have the floodlight camera, wireless doorbell camera, and an indoor wired camera. We also have the same account signed into 2 different phones.
I’ve found that the videos from recorded events are not loading correctly to my phone and will just display the loading screen, however the playback works fine on my fiancés phone. It’s not every single video but it’s most of the time. It’s rare for me to play a video like normal. I’ve tried signing out and back in, resetting the devices, etc and nothing has worked so far. I also have the full subscription so this isn’t the issue.
Any help would be appreciated! Thanks!
- Mickey5
  Reel Rookie
  11 months ago
  same thing with me my videos won’t load or the old videos, but I can watch my camera. I just can’t replay videos back
- Dfresh567
  Roku Guru
  11 months ago
  MiriahAppleby Mickey5
  I can understand how that would be frustrating. I’m currently sharing a Roku Smart Home account with one other individual but haven't experienced this issue. We have the exact same phone and have updated the software as prompted.
  My Initial thought would be something regarding your phone might be what is causing this issue to occur.
  Do you and your fiancé have different phones? It might be worth checking to make sure that there aren’t any updates that you might’ve missed some chance?
  Any other information you could provide would be helpful if possible.
  best of luck and keep everyone posted!
  - MiriahAppleby
    Reel Rookie
    11 months ago
    I have an iPhone 14 and she has an iPhone 11. Both are fully up to date
jalynb2024
Channel Surfer
10 months ago
My camera works and I can live view, but can no longer view event recordings. I haven’t changed any settings, it was recording one minute, then the next no longer records. I’ve done all of the trouble shooting but it isn’t working. I pay for the subscription and now both of my indoor cameras will not record events.
- Vmoney731
  Newbie
  10 months ago
  I am signed up with the subscription. When I picked a day in this week to view it has no events but it recorded all the days before 8/5/24 an all the days after can someone explain. The only thing I can see is it loosing connection to Wi-Fi if so why cause that’s a entire 24hrs in recording
  - RokuJohnB
    Community Moderator
    10 months ago
    Hi Vmoney731,
    
    From the Roku Community, greetings!
    
    We will be delighted to assist you further with this issue you had with the Roku indoor camera, as the event recording is not properly working. Please check out this support article here on how to fix a video recording or scheduling issue on your Roku Smart Home camera or video doorbell.
    
    We would recommend trying to see if that resolves your issue. Please keep us posted.
    
    Regards,
    John
- Donmorsejr
  Newbie
  10 months ago
  I have an indoor 360 been working great now it will not play recorded videos nor will it let me download the videos (saving failed) I have reset the camera I have deleted it from the app and added it back I have delegated the app and reinstalled it to no avail on anything
  - RokuJohnB
    Community Moderator
    10 months ago
    Hi Donmorsejr,
    
    Thank you for your first post here in the Roku Community!
    
    We want to further investigate this issue that you had with the Roku indoor 360 camera since you are not able to play the events recordings or download them. Can you please provide the following information below?
    
    Could you provide us a screenshot or photo of the error messages or codes that you are getting?
    
    Is this happening on all event recordings that you are trying to watch or download?
    
    May we have the Mac Address and the Firmware version of your Roku camera? By launching the Roku smart home app, you may need to select the device from the home screen, tap settings and device info,
    
    Log ID when this issue occurs (from the Roku Smart Home app, select Account > Roku Support > Submit a log)
    
    With detailed information, we will be able to assist you further.
    
    Thanks,
    John
- jalynb2024
  Channel Surfer
  10 months ago
  I finally got it fixed. I had to “restart” both cameras. I had already turned them off and back on, but I guess they needed a restart.
  - olddog1
    Roku Guru
    10 months ago
    mine is stil down was to delete and reinstall camera but P:OS appnot allowing me to do so