Cameras & doorbells

[Ike507]

I purchased a yearly subscription for my 1 camera, but the subscription isn't linking to my app (even though I used same login) and doesn't seem linked to my camera. My camera isn't recording videos, only taking images. I called Roku. I was told something about an internet outage and they would call me back within 24hours. It has now been about 26-28 hours. No phone call. How do I correct this issue? How can I get my subscription linked to my camera and app? How can I get camera to record?

[RokuTakashi]

Hi @Ike507,

A warm greeting to the Roku Community!

We understand you're having issues linking your Roku camera to your subscription. Rest assured that we take your concerns seriously and are committed to resolving your issues. We have passed along your information to the appropriate Roku team, and they'll be taking things from here and do their best to solve this.

Thank you for your patience and understanding. 

All the best,
Kash

[DestinyDelle]

I am also experiencing this issue where my event detections are only capturing images but not recording. It worked fine with the free trial, but I purchased the subscription later in the day on the first day of having the camera and now it won't record video unless I manually record via live. I have checked my app and it shows my subscription, as well as my online account shows my camera. I've uninatalled and reinstalled the app with no avail. My audio for talking from my phone to the camera also doesn't work. I purchased this brand new on Saturday. 

[RokuTakashi]

Hi @DestinyDelle,

Greetings to the Roku Community!

Thanks for sharing this with us, and we're glad to help you out. Let's try these few troubleshooting steps below and see if it resolves the issue.

1. Confirm the Roku Smart Home app and outdoor camera firmware are up-to-date.
2. Confirm that Detects Motion and Detects Sound are turned on in the Events Recording setting.
   • Live Stream > Settings > Event Recording
3. Confirm that there are no event recording schedules.
   • Live Stream > Settings > Event Recording > Schedule > All Day should be toggled ON.
4. Turn the detection sensitivity to 100.
   • Live Stream > Settings > Detection Zone
   • If the user begins to receive too many notifications, they can lower the sensitivity by 5–10 notches at a time until they receive the desired amount of events or notifications.
5. Confirm if there aren’t any scheduled Rules that might affect when Event Recordings take place.
   • Tap the [...] at the top of the Roku Smart Home app.
   • Tap Edit Rules.
   • It should bring up a list of any rules that the user has created.

If the issue persists, kindly keep us posted so we can review this issue further and resolve it.

All the best,
Kash

[DestinyDelle]

Sorry for the late reply. The notification for your reply went to my spam folder. 

However, none of these worked and it's still only snapping photos. @RokuTakashi 

[RokuJohnB · Accepted solution]

Hi @DestinyDelle,

Thanks for keeping us posted!

We appreciate that you have performed the troubleshooting steps that have been provided above, but it seems like it did not fix the issue that you're experiencing. No worries; we will be happy to assist you further. Please try to delete your Roku camera by opening the Roku Smart Home app and tapping the desired camera. After tapping the camera, a gear icon may be seen on the top side. You must tap it in order to see a deletion option for the camera. Additionally, you must return to the Roku Smart Home app's home screen and tap the plus sign. Then, you must add the camera once more by following the steps in the Roku Smart Home app and tapping the + sign.

If the problem still persists, please let us know.

All the best,
John

[Kansaseds]

I have the same problem. I pay for it and it shows on the subscription that I have 0 cameras b7t when I logged into my roku it shows I have all of them. Plus you have no phone number to call for support. 

[DestinyDelle]

The last suggestion worked. Something to do with setting it up via free trial vs setting it up after subscribing. Once I deleted the camera on the app, then added it back on, the subscription screen then showed the cameras (I had the same thing as you - 0 cameras in subscription on the app but my roku account showed my cams). Now im getting recordings instead of just pictures. 

[RokuTakashi]

Hi @Kansaseds,

Welcome to the Roku Community!

Thanks for sharing this information with us, and we'll provide steps to resolve this. Have you tried uninstalling and re-installing your Roku Smart Home app to see if you notice any improvements? If not, we highly recommend doing so to clear the cache and see if it resolves the issue.

Additionally, when you still notice the issue persists, could you please send us an image referring to the issue? This would help us have a more detailed grasp of the issue and work on it.

We look forward to your response.

All the best,
Kash

[Carlcrow91]

Do I have to have a subscription to get me camera to record video? All I'm getting are photos @RokuTakashi