Cameras & doorbells

[marklindsay]

I was getting the Code 90 on the app before I started trying to reset everything.  Now, since I've removed it, it just won't setup and connect.

[Mlwhitt]

I am aiming this to the people adding on to this. I am the original poster; unless you have the exact issues I am having, please start your own post.  There is zero reason to piggyback on this post.  This post concerns my eight cameras locking up with connecting to the camera. There is zero reason to interject your problems into this thread when you can create a new one.  I hate to be rude, but don't be lazy; also, it is easier for customer service to deal with each unique problem in a unique post.  

[RokuJohnB]

Hi @marklindsay,

Thank you for raising this issue in the Roku Community!

We appreciate the information that you have provided to us. No worries, we will be delighted to assist you further. Please check out this support article here on how to set up your Roku Indoor Camera SE.

Let us know how it works.
All the best,

John

[Mlwhitt]

I am still having the same issues.  I have tried having rules to power off and back on every camera each hour and rules to restart each camera; each one has excellent signal strength, and I am on a 1.3Gbps connection. And even with no other devices on the network, the problem persists.  I have spent hundreds of dollars on these cameras and the subscription, and even many days after reporting and getting auto-generated responses that it's being looked into, nothing has changed.  It's a shame as initially, I was going to recommend these to friends and family, yet I have since told them to steer clear for now.   Can we please get a non-canned response at the very least?  

[RokuJohnB]

Hi @Mlwhitt,

Thank you for keeping us posted here in the Roku Community!
We apologize for any inconvenience that it has caused you, and we'd like to investigate further this issue that you're having with the Roku smart home cameras. May we know if you're still having the same issue when using another device, like a tablet or phone, when using the Roku smart home app? Could you send us a photo or screenshot of your running problem? When did the issue start?

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

Thanks,

John

[Mlwhitt]

I will get detailed information together and send tomorrow.   I can test on our Roku TVs and other devices, however, I am nearly 100% certain that the results will be the same. My logic for this is that I could understand if my primary device with the monitoring app was just not showing me images and locking up, however as the event viewer is reflecting the problem as there will be no new images logged to the cloud when I am sure there was plenty of motion in between the times before I manually reset and it locks back up again shortly.  But as a former IT support person myself I can understand your request so I will double-check in the morning and update.

I am sorry to have gotten irate in the thread.  I just have sunk a fair bit of change and all seemed to work great up until the last set of firmware updates.  As a former IT specialist with over 3 decades of software and network support I try to exhaust all the troubleshooting things possible before reporting an issue.  If need be I can even do a WireTrace and provide logs.   

[Mlwhitt]

Problem persist across multiple devices including a Roku TV with the Roku Camera app installed.  I also did a complete uninstall and reinstall of the application on my iPhone running the latest iOS build.

Strangely enough today on my iOS device after a couple minutes on three of the cameras within about ninety seconds I received an error message of:

Connection failed (error code:23)

I have not seen this occur before.

In my other cameras they all stayed stuck on:

Connecting camera (1/3)

Which is what usually happens.

The TV app however just showed unable to connect until I manually reset the cameras.

Both the Indoor SE and two 360s did the same as the patio facing cameras and on both the phone and TV app.

I am attaching a screenshot from my iOS device of the two Indoor SE cameras that are facing out windows and the Outdoor SE.  These are the ones that all showed the error code 23.  

The second attachment is also from my patio facing cameras which are Indoor SEs. 

For privacy reasons I am not including indoor-facing cameras via a public thread.

The next is shortly after I rebooted the cameras.  Already the devices are stuck back on 

Connecting camera (1/3)

The next reflects that I have plenty of bandwidth for said devices with far more than enough to spare.  

Then finally I am including a sample connectivity of one of the cameras in regards to network strength. Each device yielded the same results thus is why I am only including one sample:

I am willing to do Wireshark or other internal testing and provide proof of consistent network strength though do not want to openly post photos of said results for security reasons though I am more than happy to send them via a more secure means if required.

Hopefully however this data is enough.

For one final piece below I will provide the fireware versions for each device type:

The five Indoor SE are on :

The Outdoor SE are on;

Finally the two 360s:

Thank you.

[RokuCarly]

Thank you so much for providing us with these details, @Mlwhitt.

We also appreciate the troubleshooting steps you've tried and for precisely elaborating on your concern. 

Rest assured that we will coordinate this with the relevant Roku team for further review and correction specifically on your devices. Once we've been notified of updates, we will make sure to post it to this thread. 

In the meantime, we humbly ask for your patience as we work on this. 

Sincerely,
Carly

[Mlwhitt]

No problem. , I wanted to share two more troubleshooting tips I tried without any luck.  First I cleared out all prior cloud-saved photos.  I noticed that occasionally a photo from many days prior would show up randomly on each camera.  That, however, failed.   

In addition, I made sure to remove the Roku Smart Home skill from my Alexa devices.  

Unfortunately neither had any results that helped but I felt like passing along that information to rule out a couple different troubleshooting attempts on my endZ

[Mlwhitt]

Another day, another piece of info, and hopefully, we will resolve this.   it is I enabled more than person-smart tagging this time around. I am still getting live-view hanging up, but it appears that, at least in some of the cases, photos are still being captured and sent to the cloud.  I haven't done a deep dive into this yet, but it is across—multiple cameras.   

So while I am upset still that I have to do constantly restart each camera.anytime I want live view, at least it “appears” some, maybe all new motion is still caught and saved.   Still far from ideal but better than nothing.