Cameras & doorbells

[crtmme]

I have 3 Roku cameras inside my house. The one in my bedroom is basically useless. I’ve reset the cameras, I’ve logged out, I’ve deleted them off my app, I’ve deleted the app itself , I’ve tried resetting my phone- and nothing helps. Why am I paying for a subscription for these cameras when they can’t even do the bare minimum that they’re supposed to do?? These cameras are in my house to protect me and make me feel safer, yet they don’t work. 

Any post I see on here seem to have the same exact issue and all Roku support does is try and advertise their “amazing” subscription. I want actual answers, actual advice, or a refund at this point. This has been happening for weeks and nothing at all works, I’m about to just give up and spend money I don’t have currently to just buy cameras from a company that actually cares about their customers and their product being worth anything. 

[RokuRiamie-D · Accepted solution]

Hi @crtmme,

Thank you for posting in the Roku Community!

We appreciate you letting us know that your Roku cameras are not recording or detecting motion events even if you have an active Roku Smart Home subscription. No worries; we would be more than willing to sort this out for you.

Let's see if this will work for you.

• Ensure that your Roku cameras and Smart Home app are up to date.
• Check the detection settings of your camera: How to use smart detection for your Roku Smart Home camera or video doorbell
• Log out and back into the smart home app
  1. Tap account in the bottom left corner of the smart home mobile app.
  2. Tap "Sign Out" at the bottom
  3. Tap "Use different Roku account" at the bottom of the sign-in page
     1. Note: Use the same Roku account that showed up on the sign-in page. We just want you to enter the email/password manually for a full refresh.
  4. Follow the rest of the sign-in steps. 
• After logging back in, try to leave the smart home app/lock the phone trigger motion on the camera and see if you can get an event recording now. (event/notification may take up to a minute to come through)

We hope you find this information helpful. Please keep us posted.

Regards,
Riamie

[crtmme]

Now none of my cameras work after trying this. 

[crtmme]

Now none of my cameras work after doing this. 

[RokuRiamie-D]

Hi @crtmme,

Thank you for the response!

We appreciate you for taking the time to follow the troubleshooting steps that we have suggested above. We would like to coordinate this with our Roku-appropriate team, so we kindly need the following details below:

• Log ID:  (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log)
• Firmware version 
• Are there any error codes/error messages? If so, what is the error?
• Troubleshooting steps taken

We look forward to your response.

Regards,
Riamie

[Cudchewer35]

I'm having the same problem.  I am so frustrated this has been an issue off and on for days!  Now it will only show activity when I restart.

Anyone know of a more reliable camera, I'm about done with this!

[crtmme]

STILL not working. now it’s ALL of my cameras. this is absolutely ridiculous 

[crtmme]

mine was on and off for days until finally it’s just permanent issue now unfortunately. 

[RokuTakashi]

Hi, @Cudchewer35 @crtmme 

Thanks for posting here in the Roku Community.

We're sorry to hear about the issue you have encountered with your Roku Camera, and our dedicated team is prepared to assist you in resolving this matter effectively. We would like to gather the information requested by @RokuRiamie-D above this thread.

Once this information is made available, it will be forwarded to the appropriate Roku team for further investigation. As the investigation progresses, resolution will be provided and developed for this matter.

We hope for your response along with the details requested.

Best wishes,
Kash

[TheTinX]

This is happening to me, I just bought 4 brand new cameras firmware 6.1.0 Build 48-FD, new account and I have the subscription but they only record motion after I restart the camera.  I tried messing with the sensitivity but no luck.

If anyone knows of a trick please let me know.