Cameras & doorbells

[StellarMC]

I am having the same issue using a Roku Ultra on version 14.5.4 build 5934 and Roku Cameras app on version 3.5 build 126. I am able to see thumbnails and recorded events from either of my two cameras but cannot see them live. They attempt to connect but fail after 20 seconds (“Unable to connect to this camera. Press OK to try again”). These cameras are in a different location (1500 miles away) and worked from the Onn Roku TV at that location. The Roku Smart Home app on my phone also shows both cameras just fine. 

[RokuRiamie-D]

Hi @StellarMC,

Thanks for sharing your issue.

We'd like to know more about your concern. Share us with some details.

• When did this start?
• Have you tried updating the Roku Camera app and restarting the Roku Ultra?
• What are the troubleshooting steps that you have tried?

Keep us posted.

Roku Community Team

[StellarMC]

This is the first time using the Roku Cameras app after purchasing the two Roku cameras last week, so this has not worked yet.  Both the Ultra and the Cameras app are on the latest versions.  I have rebooted both multiple times.  We have multiple Ultras in the house and they all do the same thing.  I have tried turning the camera feeds off and back on in the app.  There doesn't seem to be anything further I can do on my end.  It's almost like the 20 seconds while it tries to load the feed isn't long enough before it times out and throws the "can't connect" message.

[RokuRiamie-D]

Thanks for your response @StellarMC.

Have you tried removing the Roku Camera app on the Roku Ultra? If not yet, try these steps:

1. Remove app
2. System restart the Roku Ultra
3. Add app again

If the issue continues, try to check the network connection of the device.

Hope this helps, and keep us posted.

Roku Community Team

[StellarMC]

@RokuRiamie-D 

Tried those steps, same result. Network connection is showing good or great on all my Roku devices. 

[asweet103]

I am also having this same issue. Sometimes it works but most of the time the screen says "unable to connect to this camera press ok to try again" I can see the thumbnails updating on the TV and I can open my mobile app and still see the video but the video still won't play on the TV. 

[RokuRiamie-D · Accepted solution]

@StellarMC and @asweet103 

We'd like to coordinate this with our team. Share us with the following:

• Roku Camera app version
• Roku device/TV software version
• Smart Home device ID
• Photo of the TV screen showing the error message
  How do I insert an image in a post?
• Troubleshooting steps taken

Looking forward to your response.

Roku Community Team

[StellarMC]

@RokuRiamie-D  Thanks for escalating this. 

Software versions are as follows: Roku Ultra on version 14.5.4 build 5937 and Roku Cameras app on version 3.5 build 126

Error message:

Screen while trying to connect:

Events page works fine:

Device IDs:

Camera1: 

Camera2:

One of our Ultras:

Cameras work in mobile Smart Home app just fine:

Also worked fine from a tv that had Roku software built in, but that was also on the same network as the cameras. We tested that right after the cameras were installed. But this issue is with accessing from outside of the network the cameras are on. 

Troubleshooting:

1. Multiple reboots of all devices

2. Removed cameras app and reloaded

3. Turned camera feed setting off/on in app

Thanks again for looking into this. 

[RokuRiamie-D]

Thank you @StellarMC,

We have forwarded it to our team for review, and we'll update you once we have additional info.

Thanks again!

Roku Community Team

[smileydahlia]

i have the same exact problem, ive done everything i can think of, even made sure app and roku was up to date on updates. no clue what to do.