Cameras & doorbells

[Rattlehead73]

Hi,

Below is my camera model, a description of the problem along with several common troubleshooting steps that I’ve already taken. 

Camera Model: CW20005 – Wired outdoor security camera.

Problem: Live view only works for a few seconds when viewing on the TV. After playing for a few seconds, the screen freezes, and then says, “unable to connect to camera”. I’ve included a short video showing the problem. Linked below.

                https://v4musclebike.com/roku/007.MOV

The live view works fine from my phone. This only happens when viewing the live view from my TVs. Happens on all TVs in the house. The Roku TV in my living room, and the one in my bedroom which uses a Roku streaming stick. This just started happening recently. Perhaps since the last update was installed on my TV on December 20th 2024.

Here are links to a couple of screenshots showing some information about my device, and an issue report tracker.

https://v4musclebike.com/roku/info.JPG

https://v4musclebike.com/roku/tracker.JPG

These are the troubleshooting steps I’ve taken so far:

• Deleted and re-installed the Smart Home app on my phone.
• Re-added all the cameras.
• Checked that the camera firmware versions are up to date. (6.1.0 build 48-FD)
• Removed and reinstalled the Camera viewer app on my Roku TV.
• Verified that the app is up-to-date.
• Restarted the router.
• Checked internet connection (its good).
• Checked other applications. Only happens on the Camera App. Happens on both of my Roku devices/TV. Does not happen when viewing from my phone’s smart home app.

Due to the fact that this problem only started happening recently, and that it only happens on my TV Roku devices, I believe something in the last Roku update is causing this issue. I noticed some other people reporting similar issues online.

Again, this problem ONLY happens when viewing the live view from my TVs. When I view recorded events from the TV, they play fine. Live view works fine from my phone as well.

I have 6 of these cameras, all of which are having this issue when viewing live from my TV.

[Boilerjay80]

I have 12 Roku Cameras: 6 Indoor 360 cameras, one wired/wireless doorbell, and 5 wireless outdoor cameras.  All have excellent WIFI connectivity and the outdoor camera bases all have hardwired ethernet connections. All the outdoor cameras are connected to a Roku solar panel and remained charged in the 90% levels.  All of the cameras connected flawlessly in the IOS app on multiple iPhones and iPads.  All cameras connect pretty much every time on the web viewer.  So I conclude that the cameras are connecting just fine to the network/cloud.  However, when I use the Camera App on multiple Roku Ultra Players, the doorbell, and the outdoor camera do not connect on the first attempt.  After multiple attempts I can always get each one to connect eventually.  Thus the camera carrousel is useless as it will time out and skip over half of my cameras.  For some reason the camera app has a hard time connecting to battery powered cameras where the IOS app has no such problems.  Anyone else seeing this behavior?  Anybody have a fix?

[RokuRiamie-D]

Hey @Rattlehead73 welcome to the Roku Community!

Thanks for letting us know about the issues you're experiencing with the Roku Camera app. We understand that it can be inconvenient when the app freezes and loses connection during the live stream.

We've shared your info with our team, and they're looking into it. We'll let you know what we find out.

Thanks for your patience!

The Roku Community Team

[Rattlehead73]

Thank you, Riamie. Looking forward to your reply.

[RokuRiamie-D]

Hey there @Boilerjay80! Welcome to the Roku Community!

I hear you're having trouble connecting your smart home devices to the Roku Camera app.

To help us out, could you tell us more:

• When did this start happening?
• Are you getting any error messages?
• Does it happen during live streams, recordings, or right after you open the app?
• What troubleshooting steps have you tried already?

Thanks for the info!

The Roku Community Team

[Boilerjay80]

It got worse after the carousel was added. 

Yes I get an error message- cannot connect to this camera. I keep trying and it eventually connects 

I get the error when I try to connect to my battery powered cameras. When I try to view a camera feed. I can connect eventually after multiple attempts 

I deleted the app on the Roku and reinstalled. Didn’t help. 

The IOS app connects flawlessly every time on every camera. The issue is on the camera app on the Roku device. 

[RokuRiamie-D]

Hey @Rattlehead73, welcome to the Roku Community!

I’ve passed along your feedback about the TV app issue to our team, and they’re investigating it.

I’ll keep you updated on what we discover.

Thanks for your patience!

The Roku Community Team

[Rattlehead73]

Thank you.

[Boilerjay80]

It got worse after the carousel was added. 

Yes I get an error message- cannot connect to this camera. I keep trying and it eventually connects 

I get the error when I try to connect to my battery powered cameras. When I try to view a camera feed. I can connect eventually after multiple attempts 

I deleted the app on the Roku and reinstalled. Didn’t help. 

The IOS app connects flawlessly every time on every camera. The issue is on the camera app on the Roku device. 

[RokuRiamie-D]

Hi @Boilerjay80,

Thanks for getting back to us!

To help us look into this, could you please share the following details?

• Roku device model, serial number, device ID, and OS version (Settings > System > About)
• Tracker ID (press Home 5 times, then Back 5 times when the issue happens)
• Camera app build version (highlight the channel and press the star button on your remote)
• Camera model and version

Looking forward to hearing from you!

The Roku Community Team

[RokuRiamie-D]

Thanks for getting back to us!

To help us look into this, could you please share the following details?

• Roku device model, serial number, device ID, and OS version (Settings > System > About)
• Tracker ID (press Home 5 times, then Back 5 times when the issue happens)
• Camera app build version (highlight the channel and press the star button on your remote)
• Camera model and version

Looking forward to hearing from you!

The Roku Community Team