Forum Discussion
Hi there! Username6711
We understand your Roku Camera stopped working after just two weeks, and we’d love to help. Could you let us know:
- Where and when you purchase this camera?
- Have you tried any steps to fix it?
- Can you share a quick photo of the info label on the bottom of the camera?
- Are you seeing any error code on the Roku Smart home app?
Let's team up on this!
Roku Community Team
Hi, bought the camera from Roku on Amazon. Was connected as an outdoor camera working fine for 2 weeks. All of a sudden it stopped working and saying “no connection”. There was an error code stating no connection but its not there at the moment because I removed the camera from the app.
Went through the Roku troubleshooting steps for this issue twice, including the factory reset. During one of these resets, at one point it wouldn’t even connect back to the app at all but we resolved that somehow.
photo of back of camera attached
- RokuEmmanuel-D11 days agoCommunity Moderator
Thanks for the extra details, Username6711!
We'd like to know, are there any recent firmware updates that you can recall before this happened? Also, if possible, can you please share the latest firmware version of the app?
We hope to hear from you soon!
Roku Community Team
- Username671110 days agoChannel Surfer
I recently deleted the cam from the app so I will need to re—add it to get the firmware verison from the device settings. Also, I cannot seem to locate anything about the app firmware in the app, unless I am missing something?
- RokuHaz-M10 days agoCommunity Moderator
Thanks for taking the time to troubleshoot! Username6711
To help us get this to the right team for a deeper look, could you please share the following details:
- MAC address and firmware version (Open the Roku Smart Home app, select your device, tap the gear icon for Settings, then go to Device Info. You'll find the MAC address and firmware version listed there.)
- Roku Smart Home app version and build
- Log ID (open the app > go to Account > Roku Support > Submit a Log)
- Error code shown in the app
Could you also try uninstalling and reinstalling the app to see if the error still appears?
Looking forward to your response!
Roku Community Team
- Username671111 days agoChannel Surfer
Wouldn’t you know better than I would about something like that?