Cameras & doorbells

[SRToutcast]

I used to get little like 5 second videos everytime the camera would detect something, now it just takes 1 photo per detection, not sure why..... can ya'll help?

[renojim]

Do you have a subscription?  You get something like two weeks free and then you only get still pictures without a subscription.

[RokuRiamie-D]

Hi @SRToutcast,

Greetings from the Roku Community.

Thank you for sharring to us that your Roku camera is not recording. We are sorry for any inconvenience this may have caused you. No worries, we are more than happy to help you fix this issue.

Have you tried to check your Roku account to see if you have an active subscription to Roku Smart Home? To better assist you with this, may you please share with us what type of Roku camera you are having an issue with? 

If your Roku Smart Home Camera subscription is inactive, you need to renew or resubscribe to your Roku Smart Home subscription in order to have video recordings. Here's our support article: How to sign up for and manage a Roku Smart Home Subscription for Cameras and Doorbells

However, if your subscription is active, please try to do the following troubleshooting process that can help you fix the issue:

1. Check if there's a live stream on your camera. How to view a live video stream from your Roku Smart Home camera or video doorbell
2. Uninstall the Roku Smart Home app and reinstall it again.
3. Remove Roku Camera from the Roku smart home app and reset it. How to set up your Roku Indoor Camera SE

We hope this will help you to resolve the issue.

Regards,
Riamie

[SRToutcast]

Yep I actually bought a $5 2 camera subscription while the trial was active. It doesn't expire till the 17th or renew, but the trial just ended and it's been doing the still image junk since 

[SRToutcast]

I unistalled the smart home app and reinstalled, I removed camera from the smart home app and and restarted the camera, used the QR code and hit the setup button on the bottom, the camera is live again but still only shows stills not 5 second videos, and I am subscribed looked to make sure I was, every since the trail stopped even though I paid for a subscription I am still getting still images 

[RokuRiamie-D]

Hi @SRToutcast,

Thank you for keeping us posted.

We really appreciate that you tried to fix it. Since you have a subscription, your Roku camera should continue to record even after the seven-day free trial has ended.

Have you tried to check the latest software and build version of the Roku Smart Home app? If not, please try the following steps:

1. Select a device from the Home screen in the Smart Home app.
2. Tap Settings in the top corner.
3. Tap Device Info
4. Tap Firmware Version to see the current software and build version, and check for an update.
5. If a software update is available, tap Update.

After the software update is finished, your smart home device will automatically restart.

Please let us know if this process helps you resolve the issue.

Regards,
Riamie

[SRToutcast]

I did that twice it was on 6.0.0 build- 32 FD.... and it never changed so it must be the current firmware 

[RokuRiamie-D]

Hi @SRToutcast,

Thanks for keeping in touch and providing the additional information.

We will share this concern with our support team, so I will need the log ID of the Roku camera. Here is the step-by-step process on how to get the log ID:

1. From the Roku Smart Home app, select Account.
2. Select Roku Support
3. Select Submit a log.

Once we have this information, I'll be able to pass it along to our support team, who can investigate further. Thank you for your understanding and cooperation.

Regards,
Riamie

[SRToutcast]

 Log ID 20-194-952

[SRToutcast]

Did ya'll ever figure anything out, it still takes pictures in my room on the camera but the camera I have facing the driveway still does like 5 second videos, not sure why my room camera just stopped doing that and started taking pictures and quit showing 5 second videos? But it hasn't changed and still just does pictures