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Thomasnor
Reel Rookie
‎11-07-2022 08:00 AM

Doorbell won't record video, only images

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All of a sudden, the doorbell will only record images and won't record video. If I go I to the live camera and connect it, it will stay online briefly, but then go right back to taking images only only and not recording video. Everything was fine up until 2 days ago. We have checked the settings, they are all set up as they should be. What could be causing this? This has become quite unuseful if I can't get it to record any longer. Thank you!

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RokuRiamie-D
Community Moderator
Community Moderator
2 weeks ago

Re: Doorbell won't record video, only images

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Hi @CariousObvi,

Welcome to the Roku Community!

We appreciate you letting us know that your Roku video doorbell is not recording events. No worries; we are here to help you with this.

Before we process, is there a live stream for your Roku video doorbell? In the meantime please follow the troubleshooting steps process below:

  1. Check if the Roku Smart Home app and doorbell firmware are up to date.
  2. Check if the detects motion and detects sound is turned on in the Events Recording setting.
    • Doorbell Live Stream > Settings > Event Recording
  3. Check if there are no event recording schedules.
    • Doorbell Live Stream > Settings > Event Recording > Schedule > All Day should be toggled ON
  4. Turn the detection sensitivity to 100.
    • Doorbell Live Stream > Settings > Detection Zone
    • If you begin to receive too many notifications, they can lower the sensitivity by 5-10 notches at a time until they receive the desired amount of events/notifications.
  5. Power cycle the doorbell.
    • Flip the breaker switch that is powering the doorbell to the “OFF” position, wait 10 full seconds, and flip the breaker switch back to the “ON” position.

We hope you find this information helpful. If the issue persists, please let us know.

Cheers,
Riamie

Riamie D.
Roku Community Moderator

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43 REPLIES 43
RokuDanny-R
Retired Moderator
‎11-07-2022 11:52 AM

Re: Doorbell won't record video, only images

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@Thomasnor

Thanks for the post.

Do you have a subscription attached to your Roku Smart Home doorbell? If you had a free trial linked to that Roku Smart Home device, it's possible that the trial may have ended.

Please keep us posted and we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Community Moderator
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Thomasnor
Reel Rookie
‎11-07-2022 03:26 PM

Re: Doorbell won't record video, only images

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Yes, we have a subscription for the doorbell and an outdoor camera as well, which so far has not been having issues recording video like the doorbell is. It has all been working fine up until the other day, now we only get pictures. Appreciate any thoughts you might have. None of the settings have changed, and another check shows that it is marked to do record, but just wont.

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Thomasnor
Reel Rookie
‎11-08-2022 06:37 AM

Re: Doorbell won't record video, only images

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Adding, the last time the doorbell recorded was Friday, November 4, so we are now on day 4 of only getting random pictures, which is not remotely helpful.  

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RokuDanny-R
Retired Moderator
‎11-08-2022 10:49 AM

Re: Doorbell won't record video, only images

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@Thomasnor

Thanks for the follow up.

I have passed along your concerns and information to our Support team. They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Community Moderator
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ParadiseHome
Channel Surfer
‎11-13-2022 07:59 PM

Re: Doorbell won't record video, only images

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Same here. Images only and we also have an active subscription

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RokuDanny-R
Retired Moderator
‎11-14-2022 10:47 AM

Re: Doorbell won't record video, only images

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@ParadiseHome

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

I have passed along your concerns and information to our Support team. They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Community Moderator
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ParadiseHome
Channel Surfer
‎11-19-2022 08:37 AM

Re: Doorbell won't record video, only images

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Hi Danny, thanks for your reply. Do you have a timeline for when support will follow up? 

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RokuDanny-R
Retired Moderator
‎11-21-2022 10:10 AM

Re: Doorbell won't record video, only images

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@ParadiseHome

Thanks for the follow up.

It looks like our Support team reached out to you yesterday. We would recommend working with our Support team moving forward as they would best be able to assist you.


Thanks,
Danny

Danny R.
Roku Community Moderator
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ParadiseHome
Channel Surfer
‎11-21-2022 05:00 PM

Re: Doorbell won't record video, only images

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Yes I received the email! So what happened was I didn’t have my subscription connected to the doorbell- my error! Thank y’all very much!

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