Cameras & doorbells

[Crushing]

I have three Indoor SE Camera's that I've had for a few months. Previously they worked great. Viewing recorded events was a little slow sometimes because my previous internet provider had pretty bad upload/Download speeds. So to remedy this, I decided to switch internet providers. The speed I have now is 3x faster than my previous provider. I got all the cameras swapped over to my new WIFI router. All the connections say the signal strength is great. My router software says the connection is great to all three cameras but now anytime I try to pull up the Live feed of any camera on my Roku app or Roku Tvs....9 times out of 10 they will not connect. They are still recording events and sending notifications properly but the only way to pull up the live feed is resetting the camera. I reset and it instantly works....but then if you swap to a different camera....they will not connect again. 
 This is beyond frustrating. Has anyone else had this happen or know what might be going on? I have uninstalled/reinstalled smart home app, made sure its fully up to date, made sure all cameras have the latest firmware. Read all the support documentation. Pretty much at a loss. 

[RokuCarly]

Welcome, and thank you for posting here in the Roku Community, @Crushing!

We appreciate you informing us about the issue you encountered while streaming live on the Roku Smart Home app, and we'd be more than happy to find you the best resolution possible.

Before we proceed, may we first know how far are your cameras from your router? We should also consider the devices connected to your network connection all at the same time because sometimes, even with fiber optic, fluctuations in speed or signal strength can cause delays. 

Additionally, kindly consider adjusting the camera's placement closer to the Wi-Fi router or access point to improve signal reception and reduce latency. 

In the meantime, we suggest deleting or removing the existing cameras connected to your Roku Smart Home app, logging out and in to the app, and then reconnecting or re-adding the cameras to the app to see if this will make any difference. 

We'll be looking forward to your update as we'd be more than happy to help you resolve this.

Best regards,
Carly

[Deedee561]

So I was having this same issue but what I tried a few minutes ago was, I deleted the app and then disconnected the camera for 30 seconds to a minute, I then downloaded and signed into the Roku smart home app, after signed in I then plugged the camera back in. & now we are back ‼️‼️👀 this topic seems to be very popular when I searched this up. But anyways.. that worked for me let me know if it works for you.     
(also. BEFORE I DELETED THE APP I WIPED THE SD CARD IN THE APP SETTINGS). Sooo yeah…

[Crushing]

Carly,
 all three cameras are within 25ft of the router. My router app allows me to speed test/check connection speed on each camera and all show that they have excellent signal/connection. It's so weird because I had much slower internet previously and my live feeds worked. I was previously able to view them from my mobile app or any of my Roku Tvs. 
 I currently have three Roku Tvs and a PC connected to my router. I live alone. No two devices ever run at the same time. 
 I deleted the Roku app/reinstalled and re-setup all my cameras. Same exact outcome. The live feeds were visible a couple of times then shortly after I had to "reset" a camera for the live feed to appear. I can walk through a room and trigger a motion event and it instantly notifies me/records the event .  This all was working before on a MUCH slower internet connection. 

Any other ideas? Thanks for your help 

Chris

[Crushing]

Is this still working for you? Whenever I do this, it basically works once then the live feed stops connecting as soon as I switch to a different camera. Reset always works but it never stays working long term if that makes any sense. 

[shaneksmith]

I have a similar problem.  My iphone is stuck on one camera and I can't get to the other cameras.  the entire idea of having home securoity was just thrown out the window.  I'd tell you whichy window but I can't see  but one camera!

[adduncpb]

Same exact thing happened to mine

[Crushing]

I went through an entire troubleshooting thing with tech support. They put a ticket in and told me I would hear something back. It's been weeks and NOTHING. I honestly think they broke something in the previous sets of updates but since there is no way to roll back firmware (that I am aware of) I can't test that theory. 

Event recording/notifications still functioning like nothing is wrong. Live camera view is 9 times out of 10 offline. Restart the camera and it works perfectly for one or two views. Makes absolutely NO sense. 

 

[RokuArjiemar · Accepted solution]

Hello! @Crushing,

Thanks for the update,

We understand that you are currently experiencing an issue with your Roku Indoor Camera, and we appreciate your effort in undergoing troubleshooting steps with our support team. Please continue to work with them, and don't hesitate to reach out to them for help. They will be able to guide you through the necessary steps and provide you with the assistance you need.

How to refresh the connection to your smart home device

Offline errors may be caused by a temporary drop or slow down in network connection. Use the steps below to refresh the connection to your smart home devices.

If you have frequent offline issues, continue with the steps in the How to Fix Connectivity Issues section to check your connection and check for updates.

Refresh the screen

If you see an offline error when trying to view your smart home camera or doorbell live stream, tap the Refresh icon.

Restart 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

If you discover one of your smart home devices is offline, first make sure it is powered on. Some smart home devices have a status light to help determine if your device is on. Learn how to find the status light on your device and what the status light means.

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 with instructions on how to troubleshoot power-related issues.

Use the following steps to restart your Roku Indoor Camera SE, Roku Indoor Camera 360 SE, or Roku Outdoor Wired Camera SE.

1. Unplug the USB cable from the back of your camera
2. Wait 10 seconds
3. Plug the USB cable back into the power input port on your camera

Please keep us updated on your progress, and we will be happy to continue assisting you. We look forward to hearing back from you.

Thanks,
Arjiemar