Forum Discussion

Leo555's avatar
Leo555
Reel Rookie
8 months ago
Solved

Video Doorbell Error Code 09

So my doorbell records events but when I try to watch any event video an error message comes up saying "Error (code 09): Video Player Error." I can still watch a live event but not any recordings. I tried resetting the device, restarting my phone, and my internet. 

  • RokuRiamie-D's avatar
    RokuRiamie-D
    8 months ago

    Hi Leo555,

    Thanks for your first post in the Roku Community!

    We noticed in your post that you are having an issue with your Roku Smart Home event video recording, particularly the error code 09. Don't worry, we are here to help.

    If you haven't tried to log out of your Roku Smart Home app, I suggest you try it and log back in. If the issue persists, you can proceed with uninstalling the app on your phone and reinstall it again.

    When logging back in after you reinstall the Roku Smart Home app, I suggest you try the following:

    1. At the app's log-in screen, do not click "Sign in as" when the email address is already filled in.
    2. Instead, click "Use a different Roku account" at the bottom.
    3. Enter the email address (use the same one as it showed up on the previous page).
    4. Enter the account password and hit Sign in.

    This will sign in as new again and bypass the saved credentials.

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

    Regards,
    Riamie

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

    Hi Leo555,

    Thanks for your first post in the Roku Community!

    We noticed in your post that you are having an issue with your Roku Smart Home event video recording, particularly the error code 09. Don't worry, we are here to help.

    If you haven't tried to log out of your Roku Smart Home app, I suggest you try it and log back in. If the issue persists, you can proceed with uninstalling the app on your phone and reinstall it again.

    When logging back in after you reinstall the Roku Smart Home app, I suggest you try the following:

    1. At the app's log-in screen, do not click "Sign in as" when the email address is already filled in.
    2. Instead, click "Use a different Roku account" at the bottom.
    3. Enter the email address (use the same one as it showed up on the previous page).
    4. Enter the account password and hit Sign in.

    This will sign in as new again and bypass the saved credentials.

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

    Regards,
    Riamie

    • Leo555's avatar
      Leo555
      Reel Rookie
      8 months ago

      RokuRiamie-D So even following your advice, the issue still occurs. I uninstalled and reinstalled the app and signed in with your special instructions but Error Code 09 still prevents me from watching recorded video events. I can still view the camera's live feed however. This issue with Error Code 09 started happening about a week ago.

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

        Hi Leo555,

        Thanks for the update and for providing more details about the issue of your Roku Smart Home event recording.

        Playback of previously recorded events from the Roku Video Doorbell would not be a Doorbell hardware issue, as we know the live stream is working. The error also lets us know that it’s a “video player issue” meaning the issue is with the app itself. So, we want to troubleshoot the actual app and collect information about it.

        I highly recommend trying to download the Roku Smart Home app using another phone or tablet. Then, log in with the same Roku account credentials to see if it will allow you to view the event recordings without encountering an error.

        If the issue persists, kindly provide us with the following details:

        • Firmware Version of the Roku Smart Home app
        • Model of your Phone
        • OS version of your Phone

        For reference, you can visit our Roku Support article: How to install the Roku Smart Home mobile app

        We will look forward to your response.

        Regards,
        Riamie