Cameras & doorbells

[RokuJohnB]

Hi Community users,

Thank you for the additional information!

Please be aware that we are working to resolve the issue. In the meantime, we'll need your help forwarding an additional update to the team. Please share with us the details below.

• DID/MAC:
• Roku Model:
• Firmware version:
• Troubleshooting steps taken:
• Log ID:

We look forward to your responses and gathering your details.

Thanks,
John

[masonallena]

Model: Wire free video doorbell

MAC: 7C67AB565A6C

Model: Wire free outdoor camera

MAC: 7C67AB659F91

I started to have the same issue yesterday (9/13/2024). All of my settings are correct in terms of event recording and detection. Please help me fix this issue. I would hate to have to return these cameras and go with a different brand. 

[RokuRiamie-D · Accepted solution]

Hi @masonallena,

Welcome to the Roku Community!

We understand that your Roku Cameras event recording does not play on your Roku Smart Home app. We'd be more than willing to sort this out for you.

Before we continue, we would like to know if you see a live stream on your Roku camera. In the meantime, let's see if this will work for you:

• Uninstall the Roku Smart Home app and install it again
• Try downloading the Roku Smart Home app on a different mobile phone or tablet and logging in with the same Roku account credentials.
• Restart the Roku Cameras: For instructions on how to restart your smart home device, visit our Roku support article.

If the issue persists, we highly suggest to set up again the camera:

You do not need to remove your smart home device from the mobile app to set it up again. Simply follow the steps below and see if that resolves your issue.

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

Please keep us posted.

Regards,
Riamie