Cameras & doorbells

[Kthyng]

I have tried to get help with this issue using all of the articles and calling customer service which was a whole experience where I sat on the phone listening to people talk in the background without ever answering the phone. Then I hung up and they called me and I got put on hold over and over again was lied to and finally the “resolution” was somebody will call you it’s a known software issue. All of my other cameras work. When I asked when to expect the call the response was a non shocking I cannot provide a timeline. So I am currently paying for a service without being able to use it because my outdoor wireless camera will not work and is showing an error 90 offline code. 

How is this what appears to be very common issue fixed?

[RokuRiamie-D · Accepted solution]

Hi @Kthyng,

Welcome to the Roku Community!

We noticed in your post that you are having an issue with your Roku Outdoor Wire-free camera SE error code 90. We would be glad to assist you further with this issue.

This error 90 indicates that your device is offline. For now, let's see if this will work for you. Kindly follow the troubleshooting steps below.

Refresh the app: Restart the smart home app on your mobile device using the following instructions.

1. Close the app on your mobile device
   • iOS: Swipe up (or double tap the Home button on older devices) and then swipe the app to close it
   • Android: Swipe up (or press the Recents button on older devices) and then swipe the app to close it
2. Re-launch the smart home app and try again.

Check if your smart home device is powered on. If the status light is ON, continue to the next section and use the suggested steps to get your device back online. If the status light is OFF, refer to the other article for instructions on how to troubleshoot power-related issues.

Restart your smart camera:

1. Open the charging port on the back of your camera
2. Flip the power switch to the OFF position
3. Wait 10 seconds
4. Flip the power switch back to the ON position

Reset your device: 

1. Open the Home screen
2. Select your device
3. Tap Settings
4. Scroll to the bottom of the page and tap Delete device

After your device is reset or deleted from the app, proceed to the next step.

Set up your device again

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

For reference, you can visit our support article: How to fix Roku Smart Home device offline issues

Please let us know if these troubleshooting steps help you to resolve your issue.

Regards,
Riamie

[Kthyng]

Hello,

I already searched your help articles and did all of the trouble shooting and none of the steps fixed the camera. I also still have not had anybody contact me about this issue as the service line indicated somebody would.

[RokuRiamie-D]

Hi @Kthyng,

Thanks for the response.

We appreciate you for taking the troubleshooting steps that we have provided to try to fix the issue. For us to look closely at this issue, we would like to know the following:

• Does this only happen to your Outdoor Wire-Free camera SE?
• Did you receive an update before experiencing this issue? If so, what is the firmware version of your Roku Outdoor Wire-Free Camera SE?
• Kindly provide us with the Log ID of the Outdoor Wire-Free camera SE: (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log)

We look forward to your response.

Regards,
Riamie