Cameras & doorbells

[VictoriaJ22]

My cameras have been set up for months and they’ve worked fine. Just recently when motion is detected, it will record a video but when I play back, it doesn’t play the video. There’s just a still photo of the event. 
My detection settings are perfect, And the event recording settings are on and good to go. I’m just not sure why I can’t play back the video even though I have a subscription that I’m paying for..

[MiriahAppleby]

We have the floodlight camera, wireless doorbell camera, and an indoor wired camera. We also have the same account signed into 2 different phones. 
I’ve found that the videos from recorded events are not loading correctly to my phone and will just display the loading screen, however the playback works fine on my fiancés phone. It’s not every single video but it’s most of the time. It’s rare for me to play a video like normal. I’ve tried signing out and back in, resetting the devices, etc and nothing has worked so far. I also have the full subscription so this isn’t the issue. 
Any help would be appreciated! Thanks! 

[Lysa_London]

When I try to see what has been recorded through the smart home app, it wont load the video, or play's about a second and the app freezes. The live stream button doesn’t work. I can get notifications but I still can’t see the video. 

[Mickey5]

How can you watch your videos if it’s not letting you play them

[Mickey5]

same thing with me my videos won’t load or the old videos, but I can watch my camera. I just can’t replay videos back

[Dfresh567]

@MiriahAppleby @Mickey5 

I can understand how that would be frustrating. I’m currently sharing a Roku Smart Home account with one other individual but haven't experienced this issue. We have the exact same phone and have updated the software as prompted.

My Initial thought would be something regarding your phone might be what is causing this issue to occur.

Do you and your fiancé have different phones? It might be worth checking to make sure that there aren’t any updates that you might’ve missed some chance?

Any other information you could provide would be helpful if possible.

best of luck and keep everyone posted!

[Lysa_London]

I can’t watch the videos, it will start it for about a second or two and stop and just buffer. That’s my problem, I need fixed. I have uninstalled the app and reinstalled it, same problem. 

[MiriahAppleby]

I have an iPhone 14 and she has an iPhone 11. Both are fully up to date 

[Dfresh567]

@MiriahAppleby @Mickey5 

In that case, you could go into both of your apps and look each phones settings. Look at the detection settings and make sure that they are both set up in the same manner.

You could also check to see if this works. Have your fiancé or other individual sign out of the Roku Smart Home App and then you sign in only. Once you’re the only one signed in see if you’re able to view the event recordings

Let me know if either of those work

[RokuCarly]

Hi Community users!

We appreciate you for bringing this to our attention. 

Rest assured that our team is diligently investigating to determine the root cause of the ongoing issue. To facilitate the review of your affected Smart Home devices, we kindly request the Model and MAC addresses of the devices.

We'll be looking forward to your update.

Best regards,
Carly