Forum Discussion

CarlyK101's avatar
CarlyK101
Newbie
3 years ago
Solved

Roku camera freezing up and can’t get them to stop

I have 2 Roku wired cameras. When I go to watch the recording it freezes up. how do I solve this. The cameras are up to date and have good Wi-Fi connection 

smart home events
  • RokuDanny-R's avatar
    RokuDanny-R
    3 years ago

    Hi Community users,

    We appreciate your patience while we investigated they you are experiencing with playback freezing. 

    Please be aware that we believe that we have found the root cause of the issue and expect this issue to be resolved in a future update release.

    Your patience and understanding in the meantime is much appreciated.


    Thanks,
    Danny

50 Replies

  • Cloveless's avatar
    Cloveless
    Channel Surfer
    3 years ago

    Considering the issue is ongoing, I could send quite a few more. Would you prefer every video that is doing this (which is literally every video right now). Live stream works fine. The events will not play. 

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

    CarlyK101

    Thanks for the post.

    Can you please specify the issue you are experiencing? What exactly is freezing up? Is the Roku mobile app playback, the Roku Smart Home camera, or the mobile app itself? What are the exact steps to reproduce the issue you are experiencing?

    With more detailed information, we will be able to assist you further.


    Thanks,
    Danny

    • Beartiedie's avatar
      Beartiedie
      Binge Watcher
      3 years ago

      Mine are freezing on event playback it, pays for a few seconds (3 to 4) then, freezes and skips to 7 to 8 seconds in the playback.

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

        Hi Community users,

        Thanks for the posts.

        I have passed along your concerns to the appropriate Roku team to investigate further. Once more information is available, I'll be sure to update this Community thread.


        Thanks,
        Danny

    • enska's avatar
      enska
      Reel Rookie
      3 years ago

      RokuDanny-R 

      I searched the forum for my issue and found this post.

      I have an Indoor Camera and a smart home subscription. When there is a video saved with the smart home subscription (i.e. not on an SD card) the video always freezes around 2 seconds and skips about 4 seconds of footage. It happens to all saved videos on the cloud.

      Sometimes the live feed also freezes for the same amount of time but not always.

      I'm not sure what section of the process is having trouble, if it's the app or the camera or my wifi or what. Thanks! 

      • enska's avatar
        enska
        Reel Rookie
        3 years ago

        I forgot to add that the glitch remains in videos that I save to my device

  • Cloveless's avatar
    Cloveless
    Channel Surfer
    3 years ago

    My wireless camera keeps freezing up when trying to play event recordings. I’ve rebooted the cameras, removed/reinstalled the app, live stream is fine so I know it’s not WiFi. Was there ever a resolution to this?!?

  • Cloveless's avatar
    Cloveless
    Channel Surfer
    3 years ago

    I have submitted multiple logs with details and some with photos, and yet, here we are still.

  • Shelly81's avatar
    Shelly81
    Newbie
    7 months ago

    Exact same issue!! It's like the app freezes or something I've tried everything suggested 10x ! I've had my camera months never been able to use it!

     

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

      Hey Shelly81 and Beloved11,

      Thanks for sharing your concern.

      We'd like to learn more about your issue. Share us with some details below:

      • How does the app behave? Does it freeze during live streaming, while watching recordings, or right after launch?
      • Does it only happen on one specific camera?
      • Are there any errors?
      • What are the troubleshooting steps you have tried so far?

      We look into it.

      Roku Community Team