Forum Discussion

Woodstock_Rokr's avatar
Woodstock_Rokr
Reel Rookie
4 months ago
Solved

Smart Home App – Unable to Receive Monitoring Certificate

Hello.  I am trying to get the Smart Home App to send me a "Monitoring Certificate" for my insurance company.  I can get to the point of requesting the certificate and having the system tell me that it will email me the certificate, and then I even receive an email that has a "download link" to get the certificate, BUT, when I press on the download link button, all I get is "That link has expired"..... ??? !!!  How could a link that is supposed to be valid for 48 hours (as stated in the email), expire within seconds of being requested? 

I hope this is just a glitch, but there has to be another way for us to get this required and essential piece of information.

Please advise and assist if able. 

Thank you.  PJ

home monitoring system
  • RokuReynan-L's avatar
    RokuReynan-L
    3 months ago

    Hey everyone,

    We believe the issue is now resolved.

    We recommend trying to download the monitoring certificate again. Let us know if it’s still not working!

    Thanks,
    Roku Community Team

14 Replies

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

    Hi, Woodstock_Rokr.

    Greetings from the Roku Community!

    Thanks for reaching out to us about this issue. We're here to help.

    Could you please try another device to download thee certificate? Let's see if that would work. 

    Please keep us posted.

    Thanks,
    The Roku Community Team

    • Longrifle's avatar
      Longrifle
      Channel Surfer
      4 months ago

      I have been trying to get a certificate and get the same issue as stated. 6 day so far with no meaningful support from Roku.  

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        4 months ago

        Hey, Woodstock_Rokr Longrifle 

        Thanks for flagging this issue!

        To help us investigate further, could you please send over a few details?

        • Device ID
        • Time zone when the email arrives
        • Phone make/model
        • Firmware version
        • Log ID: (Roku Smart Home app > Account > Roku Support > Submit a Log)
        • A picture of the issue (this would be super helpful!)

        Appreciate your help!

        Cheers,
        Roku Community Team

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

      Greetings, Robhuff46.

      Thanks for letting us know that you're also having the same issue. Could you please provide us with the information we need on RokuEmmanuel-D's post above?

      We'll wait for your response.

      Thanks,
      Roku Community Team

      • Robhuff46's avatar
        Robhuff46
        Reel Rookie
        4 months ago
        • Device ID:  Don’t know where get this info
        • Time zone when the email arrives. 4:08PM EDT
        • Phone make/model IPhone 15 PRO MAX
        • Firmware version   6.0.0.682
        • Log ID: (Roku Smart Home app > Account > Roku Support > Submit a Log) Can’t fine log
        • A picture of the issue (this would be super helpful!) No picture - when click on download immediately when receiving it, get “This link has expired.
  • Robhuff46's avatar
    Robhuff46
    Reel Rookie
    3 months ago

    Still not able to get Monitoring Certificate.  My insurance will go up if I don’t get it soon.  It has been over a month.  Had tried on many devices, iPhone, iPad and Mac.

    • Longrifle's avatar
      Longrifle
      Channel Surfer
      3 months ago

      I moved on to another provider. Roku would not solve my issue about the getting the certificate. 

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

      Hey Robhuff46 and Longrifle,

      Take a moment to check your device settings. A pop-up blocker could be stopping you from getting the Monitoring Certificate. Just turning it off or adjusting the settings should fix the problem.

      Keep us posted.

      Roku Community Team

      • Longrifle's avatar
        Longrifle
        Channel Surfer
        3 months ago

        I am using another provider and finished with Roku. Nothing else form me….