Cameras & doorbells

[RokuDanny-R]

Hello @Afensel 

Thanks for posting in the Roku Community regarding motion events with your Roku Smart Home Outdoor Camera.

Can you please provide more details about the issue you are currently experiencing? Can you provide us with a screenshot of the settings for your camera within the Roku Smart Home mobile app?

With more detailed information, we will be able to assist you further. We look forward to hearing back from you.

Thanks,
Danny

[Afensel]

No I can’t. I can tell you the settings are the same from when it did work.  Reason I can’t, is because I tried to delete the device and add it again.   The device will not connect to the internet (service is strong). 

I would like my money back from the subscription at this point. 

I have 2 cams. I’ll continue to pay for the doorbell cam.  That works fine. 

[RokuDanny-R]

Hi @Afensel 

Thanks for the follow up regarding your Roku Smart Home Outdoor Camera.

If you need to make a change to your Roku Smart Home subscription, it can be done online through my.roku.com and it should pro-rate the subscription. 

If you need further assistance with your Roku Smart Home subscription, feel free to let me know and I can get you in touch with our Support team.

Thanks,
Danny

[Afensel]

I have deactivated my account. Thank you

[ds1012]

My base station is within 5 feet of the camera and it still won't trigger. Restarted. Deleted and re-connected.  To no avail. 

[RokuArjiemar]

Hi @ds1012,

Thanks for reaching out to the Roku Community!

If you are having some trouble with motion detection, please try these steps : 

1. Confirm the Roku Smart Home app and camera firmware are up to date.
2. Make sure Motion Tracking is turned ON.
   • Camera live stream > Tap More. Motion Tracking will be green if it is ON, it will be grey if it is OFF.
3. Check the Motion Detection Sensitivity.
   • Camera live stream > camera settings > Detection Settings.
   • Suggest setting the Motion Detection Sensitivity to 100 and adjusting it down 5-10 notches at a time until they get the desired amount of motion detection.
4. Confirm if a detection zone is turned ON.
   • Camera live stream > settings gear > detection settings > detection zone.
5. Power cycle the camera.
6. Factory reset the camera and set it up as a new device.
   • Note: The user will have to readjust their detection settings after doing this.

For additional troubleshooting steps please check this out: How to adjust motion detection settings on your Roku Smart Home Camera

Please keep us posted on what you find out and will be more than happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[Niklas]

In your notes to check, you refer to motion streaming. I can find that in the app or camera settings

paul

[RokuTakashi]

Hi @Niklas,

A warm welcome to the Roku Community!

We see that you've posted your first comment in this thread, and we would be more than happy to assist you regarding your inquiry. Could you please tell us more about it?

Your response would be much appreciated.

All the best,
Kash

[carpink]

I am tech illiterate---sorry--- but how did you get to talk/text with a customer support person??? Thanks

[RokuArjiemar]

Hello! @carpink,

Thank you for reaching out to the Roku Community!

Could you kindly explain the issue you are facing? 

We want to understand how we can assist you with customer support needs. We are eagerly awaiting your response and are ready to provide further assistance.

Regards,

Arjiemar