Cameras & doorbells

[Nikki11369]

I'm on day 3 of this new camera install. Still the trial period. Still learning all the functions, but I can't find anywhere that the following has been addressed.

The first event of the day today didn't record properly, or perhaps it did but just won't play properly. The event shows there's 40 seconds of video, but only allows me to see the first 6 seconds and then stops, whether through the app or any of my Roku TV's. On the app it gives me error code 2004/unknown. On my TVs it just says can't play back now try again later, no code. But they all stop at the same point where my renter walks into the kitchen to pack his lunch for work, he sets his cooler on the counter and then - ERROR.  The next event he's walking in the kitchen from my garage. It's pretty important for me to know what transpired in the last 34 seconds of the previous video. Yesterday it recorded him going through papers on my desk just fine. Everything else records fine although it's hard to tell exactly how long of a pausd there is between events. But I'm not willing to move into a subscription when this trial runs out if I can't find a fix or the answer to this error code. Those 34 seconds are rather crucial.

[RokuERey]

Hi @Nikki11369,

Thanks for reaching us here in the Roku Community!

This issue that you're experiencing is likely due to the failure of fetching the video on the cloud. We would recommend to perform the given steps below.

• Signs out of your account and then signs back in
• On the Mobile app, select Account
• Scroll to the bottom and select "Sign out"
• Sign back into their account and verify if the issue is resolved.

Let us know if that works.

Thanks,

Rey

[Nikki11369]

Didn't work. 

[Nikki11369]

Yes I've taken all the steps. Submitted a work order. Haven't got a response. It's only happened with that 1 event. 34 seconds of a 40 second video is unavailable. 

[RokuCarly]

Thank you for the added information, @Nikki11369.

We appreciate your efforts in trying to troubleshoot your device. 

Have you attempted a camera reset or checked your internet connection for stability? This may be related to connectivity issues thus, the playback issues of your live events.

With this being said, may we know who is your internet service provider and how many devices are connected to it? 

We'll be anticipating your response and we'll continue assisting you from there.

Best regards,
Carly

[Nikki11369]

Good grief, it's one partial missing event from nearly a week ago. You can't just tell me what error code 2004 is? Provider is Verizon. Yes I sent through all the requested reset advice. Is the missing portion on your server or not? If it is, how then do I go about retrieving it in it's entirety? 

[RokuERey]

@Nikki11369,

We appreciate the update.

As a last resort, we would advise you to reset your camera. Come return here and we'll help you further if this doesn't work.

Regards,

Rey