Cameras & doorbells

[mjhaugen]

My camera is only taking pictures when it triggers but in the event screen on the app it shows 14s like it is a video.  I have an active subscription and paying for my devices on a yearly plan so that is not the issue. What do I need to do to fix this?

[RokuRiamie-D · Accepted solution]

Hi @mjhaugen,

Welcome to the Roku Community!

We appreciate you for sharing your concern about the Roku camera event recording not playing and only showing images. No worries, we'd be happy to assist you with this issue.

We recommend you try the troubleshooting steps below and let us know if this will work for you.

• Ensure that your Roku cameras and Roku Smart home app are up to date.
• Uninstall the Roku Smart Home app
• If the issue persists, try to set up again the cameras:

  You do not need to remove your smart home device from the mobile app to set it up again. Simply follow the steps below and see if that resolves your issue.

  1. Open the Home screen
  2. Tap the plus sign from the navigation bar 
  3. Select Add device
  4. Select your device category and then select a device
  5. Follow the on-screen instructions: 

Please let us know if the issue persists we would be more than willing to assist.

Regards,
Riamie

[Allyson42]

Did you ever find out a way to fix this issue? I’m having the same problem

[Allyson42]

I’m having a similar issue. My camera is only taking pictures not recording motion. It would record anytime somebody walked by my front door and now it’s only taking blurry photos

[ParadiseHome]

Yes, so support ended up emailing me a long time ago. They directed me to log into my account and at some point I was prompted to connect the doorbell to my account. It doesn’t automatically connect after the trial period. I wish I could remember more detail to share, but good luck!

[RokuRiamie-D · Accepted solution]

Hi @Allyson42,

Thank you for posting in the Roku Community!

We are here to assist you with your concern about your Roku camera that is not recording events and only taking images.

We suggest you try the following troubleshooting that we have provided above. But if the issue persists after taking the troubleshooting steps suggested, we recommend you try the following:

Check your Roku account if you have an active subscription to the Roku Smart Home

1. Sign in to your Roku account
2. Select Manage your subscriptions
3. Under Active subscriptions, you will see if you have an active subscription for Roku Smart Home.

 If you don't have an active subscription please visit our Roku Support article: How to sign up for and manage a Roku Smart Home Subscription for cameras & doorbells

We hope you find this information helpful.

Regards,
Riamie