CharlesWM
Level 7

Purchased a Subscription, but Doorbell Not Recording Video

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I purchased a subscription two days ago (January 7th) so I can continue to record video on my new Roku Doorbell camera.  However, I am only receiving still photos and no video.  I tried troubleshooting, checking settings, reading other posts, etc.  I have not been able to figure it out.  Can someone help him fix this issue before I go down the road of cancelling my subscription.  Thank you.

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CharlesWM
Level 7

Re: Purchased a Subscription, but Doorbell Not Recording Video

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I was able to contact a representative from Roku who linked my subscription to my camera.  This is now resolved.

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renojim
Community Streaming Expert

Re: Purchased a Subscription, but Doorbell Not Recording Video

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Is this on the app or are you using a memory card?  The events in the app don't show a video?

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CharlesWM
Level 7

Re: Purchased a Subscription, but Doorbell Not Recording Video

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I was able to contact a representative from Roku who linked my subscription to my camera.  This is now resolved.

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Jreach72
Level 7

Re: Purchased a Subscription, but Doorbell Not Recording Video

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Same boat as you except the support representative I got apparently didn't know much about the product because after about 28 minutes of them having me uninstall and reinstall the app, relogin to the website and then the rep trying to tell me to sign up for a subscription which I already have the solution was for me to remove the installed camera and default it. 

The issue is clearly with their backend server not linking my camera to their network but they couldn't seem to get out of their own way to dig into it on the backend first.

If I remove the doorbell it is going back to the store where I bought it.  This is ridiculous and horrible customer service.  I had a great customer service rep early on who truly understood the product and helped me figure out something dumb I did on the software side (unrelated issued).  So I am on the fence on whether or not going with ROKU v. RING was a wise choice.

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