Forum Discussion

LucyLu1's avatar
LucyLu1
Channel Surfer
11 months ago
Solved

Roku Camera Doorbell will not connect

The camera will not connect. It worked perfectly fine, till it didn't. I've tried rebooting the router. Made sure I was connecting to 2.4ghz. Tried everything I was told, but kept getting an error co...
  • RokuTakashi's avatar
    RokuTakashi
    11 months ago

    Hi, LucyLu1 

    Thanks for posting here in the Roku Community.

    We appreciate you for letting us know about the issue you have encountered with your Roku Camera that will not connect to your network, and we're here to assist. The Error Codes 20004 and 20005 are indications that your Roku Camera is having an issue connecting to your network. We'll provide you with troubleshooting steps to resolve the issue. Kindly follow the instructions below:

    Restart the smart home app

    Restart the app by doing one of the following:

    • On an Apple device, swipe up, or double click the iOS home button and then swipe the smart home app to close it.
    • On an Android device, press the Recents button and then swipe the smart home app to close it.

    Wireless doorbell installation:

    1. Loosen the security screw at the bottom of the doorbell
    2. Remove the backplate of your doorbell by sliding it down then pulling it away
    3. Press the Power button to turn the doorbell off
    4. Wait 30 seconds
    5. Press the Power button again to turn the doorbell on

    For more information, you can visit this support article on Why is my Roku Smart Home device not connecting to the app during setup?

    We hope you find this information useful, and feel free to let us know if you have further concerns or inquries.

    Best wishes,
    Kash

sammyy's avatar
sammyy
Newbie
12 months ago

I have a wireless Roku Doorbell. as of yesterday afternoon, it stopped connecting. This has happened in the past, but a quick reconnect has always worked. However, nothing works this time. I have uninstalled and reinstalled the app, disconnected and reconnected the device. moved my chime, router, and modem around. I have turned the doorbell off and left it for an hour, I have also fully charged it, although it did not drop below 75%

I have left it uninstalled overnight hoping it just needed to "refresh", but that did nothing. 

The error is: Failed to connect. Please check your doorbell internet connection. Error code: 20004. I have completed the troubleshooting ideas it gives, but still nothing. The chime says it is connected, and the camera connects during the initial connection phase, but then the error immediately pops up after attempting to review the live feed. 

My devices firmware says up to date and is V5.2.0.19 the MAC # is 7C67AB562C0C and the signal strength on both the chime and doorbell shows 3 bars (the highest level). There have been no changes to my internet network since before this started. 

This is ridiculous, I pay a subscription for the ability to protect my home. I cannot do that if I cannot use the Doorbell. I've owned it for about 6-10 months, and it needs to be working. 

 

Please give me an answer that is not robotic/copy and paste. I need answers on how to really fix this not speculation, if you work for Roku, you should know the product. If your part of the community, please provide any tips you have. 

I have already filed a log complaint on the app. ID 72-297-936

 

 

 

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    12 months ago

    Hi sammyy,

    A warm welcome here in the Roku Community, and thanks for the additional information!

    Please check your inbox since we have sent you a private message.

    We'll wait for your response.

    Thanks,
    John

    • Adfs11's avatar
      Adfs11
      Newbie
      7 months ago

      I have the same problem, can I get some help?

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        7 months ago

        Hi Adfs11,

        Welcome to the Roku Community!

        We appreciate you letting us know about the issue with your Roku Wire-free Video Doorbell, which has an error code 20004.

        This error code usually indicates a problem with the connection between the doorbell unit and the Wi-Fi network. We highly suggest you try the following.

        Restart your doorbell:

        1. Loosen the security screw at the bottom of the doorbell
        2. Remove the backplate of your doorbell by sliding it down and then pulling it away
        3. Press the Power button to turn the doorbell off
        4. Wait 10 seconds
        5. Press the Power button again to turn the doorbell on

        Check your internet connection and Test your Wi-Fi range:

        1. Tap Home from the navigation bar 
           
        2. Select your device
        3. Tap Settings in the corner
           
        4. Select Device info
        5. Check the three bars to see the signal quality.

        Please let us know if the issue persists. We would be more than willing to assist.

        Thanks,
        Riamie