Cameras & doorbells

[Pops2]

I have a subscription (Plus Plan) for my three Roku Outdoor Cameras. There is an event video I want to download. After selecting the event and pressing the download arrow, the app shows "Loading.." but when complete, the video is nowhere to be found on my mobile device. Does this process not work?  How then can I obtain a copy of the recording?

[RokuRiamie-D · Accepted solution]

Hi @Pops2,

Welcome to the Roku Community!

Thanks for letting us know that you are having trouble downloading the Roku Smart Home events recording. We're here to assist you.

Let's see if this works for you.

1. Ensure that the Roku Smart Home app is running the latest firmware version.
2. Try to uninstall and reinstall the Roku Smart Home app.
3. Try Using another mobile device to download the event recording and see if the same issue occurs.
   > Install the Roku Smart Home app on another mobile device.
   > Login with the same Roku account credentials
   > Download the event recording.

To download the event recording please follow the steps below:

1. Open the Events screen
2. Tap the recording you wish to download/share
3. Once the recording is playing, Tap the recording again
4. Tap the download button (Arrow pointing down into a box) to download the video to the photo storage app on the device. 

Please let us know if the issue persists, we would be more than willing to assist.

Cheers,
Riamie

[Pops2]

Hi RokuRiamie-D,

Thank you for the rapid response!  I followed your instructions on both my mobile devices, but unfortunately, the video was never downloaded to either. In fact, on one occasion, I received a message to clear the camera's cache because of a "bug in the app". For whatever reason, it just will not download the video. I even checked to make sure the app had all the permissions necessary.

[RokuRiamie-D]

Hi @Pops2,

Thanks for keeping us posted!

We would like to take a closer look into this issue.

Could you please provide us with the make and model of your mobile devices and the OS/iOS version? It would also be very helpful if you could provide us with a screenshot of the Roku Smart Home app showing the error or the message to clear the camera's cache. How do I insert an image in a post?

We look forward to your response.

Cheers,
Riamie