Cameras & doorbells

[danisme3]

I have the Smart Home Subscription and should be getting video recordings of motion events. I get the alerts but when I go to view the recording, it is a still image and not a video. The app makes it appear as if it is a video, but it is only a still image. I have already tried disconnecting and reconnecting the camera, uninstalling and reinstalling the app, resetting the camera, and logging in and out of my account. 

[RokuRiamie-D]

Hi @danisme3,

Thanks for posting in the Roku Community!

We are here to assist you today with your concern about the Indoor Roku camera 360, which does not record video events.

We suggest you try the following steps below: 

• Log out to your Roku Smart Home app and when logging back in we suggest you try the following:

1. At the app's log-in screen, do not click "Sign in as" when the email address is already filled in.
2. Instead, click "Use a different Roku account" at the bottom.
3. Enter the email address (use the same one as it showed up on the previous page).
4. Enter the account password and hit Sign in.

This will sign in as new again and bypass the saved credentials. If the issue persists, delete the camera from the Roku Smart Home app and reconnect it.

Delete your device:

1. On the Home screen, select your smart home device
2. Tap Settings 
3. Scroll down and tap Delete device
4. Tap Delete or Yes to confirm your selection

Connect again your device:

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

We hope to get this sorted out soon. Please let us know if the issue persists.

Cheers,
Riamie

[danisme3]

@RokuRiamie-D Thank you, I tried both of these solutions but neither worked. The camera did successfully record and playback a sound event as video, but the motion events are still being captured as still images. 

[RokuRiamie-D]

Hi @danisme3,

Thanks for the update!

We appreciate the troubleshooting steps that you have tried so far and would like to coordinate this with the Roku-appropriate team for review.

• Roku Model: 
• Camera MAC: 
• Firmware version:
• Log ID:  (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log)
• Troubleshooting steps taken

Providing these details, will help us to further look closely into the issue. We look forward to your response.

Cheers,
Riamie

[danisme3]

Thanks very much for your help, here are those details:

• Roku Model: Indoor Camera 360
• Camera MAC: 7C67AB652C4B
• Firmware version: 3.3.3.0653
• Log ID:  05-706-393
• Troubleshooting steps taken: Restarted camera, signed in and out of app, deleted and re-installed app, removed and re-added device.

[RokuRiamie-D]

Hi @danisme3,

Thanks for providing the details precisely!

We have forwarded your information to our Roku appropriate team for review. Rest assured, we will update you once we have further information about the issue. In the meantime, your patience and cooperation would be appreciated as we work on this matter.

Thank you for your understanding.

Cheers,
Riamie

[RokuRiamie-D · Accepted solution]

Hi @danisme3,

Greetings from the Roku Community!

Our Roku-appropriate team would like to follow up on this issue regarding your Roku Indoor Camera 360 SE, which is not playing recorded events and only showing an image.

Do the camera's events display a time indicator when you view them? Additionally, you could try installing the Roku Smart Home app on a different mobile device and log in using the same Roku account credentials. Then, open the event recording to see if the same issue occurs.

If the issue persists, we would like to have the following details:

• Make and model of your mobile devices.
• OS/iOS version of your mobile devices.

We look forward to your update!

Cheers,
Riamie

[danisme3]

Hello,

Thank you for following up. I updated the software of my phone to the newest iOS and videos are now playing successfully. Thank you for your assistance!

[RokuRiamie-D]

Hi @danisme3,

Thank you for keeping us posted!

Thank you for letting us know, and we're happy to hear that your Roku camera event recordings are now playing. Please don’t hesitate to contact us again if you need further assistance with your Roku devices.

For further Roku support, you can:

• Create a post here in the Roku Community
• Check out the dedicated Roku Contact Us page for device or account issues.
• Explore our comprehensive collection of help FAQs and videos. Get started here: Roku Support page

Thank you for your understanding and continued participation in our community!

Cheers,
Riamie