Cameras & doorbells

[Thomasnor]

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!

[RokuDanny-R]

@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

[Thomasnor]

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.

[Thomasnor]

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.  

[RokuDanny-R]

@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

[ParadiseHome]

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

[RokuDanny-R]

@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

[ParadiseHome]

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

[RokuDanny-R]

@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

[ParadiseHome]

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!