Forum Discussion

TEmond's avatar
TEmond
Channel Surfer
10 months ago

Roku indoor camera SE issues

I purchased 2 cameras to keep an eye on my mom who has dementia. When I first installed them they kept freezing and losing connection. We just had 500/500 internet installed in her house and the only things connected is the Roku TV and the 2 cameras. Since installing the cameras I now have to unplug the Roku TV and plug it back in about every other time I turn it on because it says no connection. I uninstalled the cameras and reinstalled them and that pretty much fixed the camera connection problem but they still freeze sometimes.  Also I have been having notification issues from day 1. First I turned off notifications when I was with her but continued to get notifications. I finally got it to quit sending notifications but then when I turned notifications back on it no longer sends them.  I've never received sound notifications even when I knocked on the wall right beside the cameras. I replaced one of the cameras today to see if it is a camera issue or an app issue and I receive motion notifications, but still no sound notifications.  My brother and I both have the app on our phones and today he called saying he started getting notifications every 2 seconds. I told him I was testing the new camera so he turned off notifications on his phone. Guess what, it also turned off notifications on my phone.  I thought these would be good since we also have Roku TV and can watch her with the Roku camera channel.   Has anyone else had these issues and if so was you able to resolve them?

7 Replies

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    10 months ago

    Hi TEmond 

    Greetings from the Roku Community!

    We'll be more than happy to assist you further with this issue that you are having with the Roku camera since the live stream freezes and loses connection. Please try to check if there is an available update on the Roku smart home app, as well as the Roku camera by following the steps below:

    1. Select a device from the Home screen in the smart home app.
    2. Tap Settings in the top corner.
    3. Tap Device info.
    4. Tap the Firmware version to see the current software and build version and check for an update.
    5. If a software update is available, tap Update.

    Note: After the software update is finished, your smart home device will automatically restart.

    We would recommend trying to see if that resolves your issue. Please keep us posted.

    Best,
    The Roku Community Team

    • TEmond's avatar
      TEmond
      Channel Surfer
      10 months ago

      That only addressed one problem. How about 1) Why does my Roku express box keep losing connection since installing the cameras? 2) Why don't I get sound notifications? 3) Why does the app turn notifications on/off on both mine and my brothers phone when one of us turn them on/off?  I don't have my phone right now but will check for updates, however it said it updated when I installed the first 2 a week ago and the one I replaced yesterday.  

      • renojim's avatar
        renojim
        Community Streaming Expert
        10 months ago

        TEmond, for the notifications on/off, if your brother toggles it to off, does it show as off on your phone?  I believe the notification setting is for the camera, not the phone.

      • RokuReynan-L's avatar
        RokuReynan-L
        Retired Moderator
        10 months ago

        Hi, TEmond.

        Greetings from the Roku Community!

        Thanks for letting us know about this. We'll forward this to our appropriate team for further review. Please help us with the details below:

        • Roku device model, serial number, device ID, and OS version (Settings > System > About)
        • Tracker ID 
        • Camera app build version (highlight the channel and press the star button on your remote)
        • Camera model and version

        We'll wait for your response.

        Thanks,
        The Roku Community Team