Forum Discussion

GregoryJordanM's avatar
GregoryJordanM
Channel Surfer
2 years ago

Unable to complete Home Monitoring setup on iOS devices

Good day,

I recently purchased the home monitoring kit and everything installed beautifully until I got to finalizing the setup.

The app will just hang after accepting the "Allow Critical Notification" button (not freeze exactly because I can still cancel). There is a "thinking" spinner that shows up for a half of a second, but then nothing and then the only action I can take after is to cancel the setup.

I have tried this on two iPhones and an iPad and get the exact same behavior. I was looking for a way to try an Android device, but my only options are the Android Studio emulators and all of those won't allow me to install the app due to the "Device Not Supported" thing.

I did make sure that the critical alerts setting is enabled in Settings > Notifications > Smart Home as well. 

I even uninstalled the app, and tried again. I removed all the devices, readded them, and tried again. All to no avail.

27 Replies

  • Dylanknowles414's avatar
    Dylanknowles414
    Reel Rookie
    2 years ago

    Having the same issue they keep saying reset router uninstall app I’ve done it all! Even deleted the whole system. If it’s not fixed soon I’m returning the system because I can’t get to the subscription to sign up for monitoring which is the whole point in me getting said system.

  • Dern's avatar
    Dern
    Newbie
    2 years ago

    Any update? I’m having the same exact issue. I’ve reset router, deleted the entire system; and still the same issue again!

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Dern,

      Greetings from the Roku Community, and thanks for the additional information!

      We would like to investigate this issue you had with the Roku smart home monitoring system further since you are unable to set it up on your iOS device. Have you tried the troubleshooting steps that we have provided above? If yes, when did the issue start?

      With detailed information, we'll be able to assist you further.

      Thanks,
      John 

      • Edwardwstn's avatar
        Edwardwstn
        Reel Rookie
        2 years ago

        I have exactly the same problem on Apple phone. I’ve reinstalling app and devices numerous times. Acting like a bug in the app. Talked to Roku support and did everything they suggested. They suggested the hub may not be on the 2.4 radio, which made no sense to me, but I turned off my 2.4 and the hub was disconnected so that is definitely not the problem.

  • Tired1's avatar
    Tired1
    Reel Rookie
    2 years ago

    I am attempting to set up Home Monitoring on the Roku Smart Home app. I am on the last part of step two. I allowed notifications, and then the app goes to the “Receive Critical Alerts” page.

    i selected “Allow critical alerts” and a loading box popped up for just a second. After that nothing else happened. It just stays here. I went back and restarted the notification section. This time I selected skip. Nothing happened.

    i went into setting and allowed critical alerts. Came back to the app with the same result.

    i deleted the Roku Smart Home app, and reloaded it. Same result.

    My Monitoring Hub is set up with the Ethernet cable, so it is not a WiFi problem. I’m on an iPhone 13, iOS 17.5.1

    Roku Smart Home app version 3.0.0

     

  • anduro's avatar
    anduro
    Newbie
    2 years ago

    I'm dealing with the same, seems like people started having trouble with this in the last 3wks. I am also on ethernet, have tried restarting phone, modem, router, reinstalling app, and multiple phones and still can't get through the setup. Going to try to get ahold of an Android phone and see if that works better. Hoping this is an app issue and can be updated ASAP.

    • Tired1's avatar
      Tired1
      Reel Rookie
      2 years ago

      Please let me know if the android solution works!

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi Tired1 anduro,

        A warm welcome here in the Roku Community!

        We understand you are having trouble setting up your Roku smart home monitoring system because you can't pass through on "allow critical alerts." We're happy to help. Please try to select the skip option and tell us if the same problem still persists.

        We look forward to hearing from you soon.

        Thanks,
        John

  • anduro's avatar
    anduro
    Newbie
    2 years ago

    Hi John, I did try it on two different iPhone's and both had the same problem. I've ordered an Android tablet and am going to try it on that - sounds like Tired1 had success with Android, pointing to an issue on the iOS version of the app.

    Thanks for the confirmation Tired1 !

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi GregoryJordanM,

    From the Roku Community, a warm welcome and thanks for raising this concern directly with us!

    We understand you are having trouble setting up your Roku smart home monitoring system SE. We're happy to assist you further. Please try to restart your modem and router.

    You may also want to check out this support article here on how to set up your Roku Home Monitoring System SE.

    We hope this helps.

    Regards,
    John

  • Dern's avatar
    Dern
    Newbie
    2 years ago

    Need help getting past step 6! I’ve reset router, updated firmware for hub, deleted everything and repeated setup. Still I find myself stuck on same step! Is it an iPhone issue or?

     

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Dern,

      A warm welcome here in the Roku Community!

      We understand you are having trouble setting up your Roku smart home monitoring system because you are stuck in the step six process. We're happy to help. Please try restarting your phone and selecting "Allow critical alerts."

      Let us know how it works, and we'll continue to assist you further.

      Regards,
      John

      • rockstar2030's avatar
        rockstar2030
        Newbie
        2 years ago

        I'm having the exact same issue. Restarting phone didn't work. Critical alerts are allowed on my iPhone as well. But still each time I click the Allow Critical Notifications it says loading and then doesn't move past this screen. 

  • 06's avatar
    06
    Newbie
    2 years ago

    same thing happing to me. Restarting phone didn't work. Restarting router didn't work. Reloading roku app didn't work. What now? 

  • GregoryJordanM's avatar
    GregoryJordanM
    Channel Surfer
    2 years ago

    iOS app version v3.0.1 (0) resolved the setup issues (I guess that falls into the "other bug fixes" in the release notes).

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Greetings Community users,

      We really do appreciate you for letting us know about this and we're sorry for the inconvenience about this. We'll need reinforcement from the appropriate Roku team for further investigation and we'll need your help.

      In addition to your statement, please also share the details below.

      • Brand and model of your mobile device
      • iOS or Android version
      • iOS app version

      We'll be looking forward to your update.

      Thanks,
      Rey

      • GregoryJordanM's avatar
        GregoryJordanM
        Channel Surfer
        2 years ago

        Here is that information in my case:

        Brand/Model: Apple iPhone 15 (I tried an iPad as well, but I don't know the model off the top of my head)
        iOS Version: 17.5.1 at the time of the problem (17.6 now --- but that was after the v3.0.1 (0) release that fixed my problem)
        iOS app version: Problem existed on v3.0.0, resolved on v3.0.1 (0)

        I did still have to delete the whole system and re-add it again to finally get the Pro Monitoring subscription to show up, but that worked fairly well.