Cameras & doorbells

[Leo555]

So my doorbell records events but when I try to watch any event video an error message comes up saying "Error (code 09): Video Player Error." I can still watch a live event but not any recordings. I tried resetting the device, restarting my phone, and my internet. 

[RokuRiamie-D · Accepted solution]

Hi @Leo555,

Thanks for your first post in the Roku Community!

We noticed in your post that you are having an issue with your Roku Smart Home event video recording, particularly the error code 09. Don't worry, we are here to help.

If you haven't tried to log out of your Roku Smart Home app, I suggest you try it and log back in. If the issue persists, you can proceed with uninstalling the app on your phone and reinstall it again.

When logging back in after you reinstall the Roku Smart Home app, I suggest you try the following:

1. At the app's log-in screen, do not click "Sign in as" when the email address is already filled in.
2. Instead, click "Use a different Roku account" at the bottom.
3. Enter the email address (use the same one as it showed up on the previous page).
4. Enter the account password and hit Sign in.

This will sign in as new again and bypass the saved credentials.

We would recommend trying to see if that resolves your issue. Please keep us posted.

Regards,
Riamie

[Leo555]

@RokuRiamie-D So even following your advice, the issue still occurs. I uninstalled and reinstalled the app and signed in with your special instructions but Error Code 09 still prevents me from watching recorded video events. I can still view the camera's live feed however. This issue with Error Code 09 started happening about a week ago.

[RokuRiamie-D · Accepted solution]

Hi @Leo555,

Thanks for the update and for providing more details about the issue of your Roku Smart Home event recording.

Playback of previously recorded events from the Roku Video Doorbell would not be a Doorbell hardware issue, as we know the live stream is working. The error also lets us know that it’s a “video player issue” meaning the issue is with the app itself. So, we want to troubleshoot the actual app and collect information about it.

I highly recommend trying to download the Roku Smart Home app using another phone or tablet. Then, log in with the same Roku account credentials to see if it will allow you to view the event recordings without encountering an error.

If the issue persists, kindly provide us with the following details:

• Firmware Version of the Roku Smart Home app
• Model of your Phone
• OS version of your Phone

For reference, you can visit our Roku Support article: How to install the Roku Smart Home mobile app

We will look forward to your response.

Regards,
Riamie

[Leo555]

@RokuRiamie-D So I downloaded the app on another device and I can view a video event without Error Code 09 showing up. The issue still occurs on my primary device I use the Smart Home app on (Samsung Galaxy A23 5G) and the apps version is v.3.0.3. Thank you for your help and patience!

[RokuRiamie-D]

Hi @Leo555,

Thanks for the update!

It's a good thing to know that your Roku smart home video recording works with another device without getting any error.

We highly suggest you try to restart the primary device you use with the Roku Smart Home app and try to connect again with your Roku camera.

We recommend you try this troubleshooting process. Please keep us posted.

Regards,
Riamie

[Leo555]

@RokuRiamie-D I restarted my device and the issue still occurs. It records an event but I am still unable to watch the recording.

[RokuRiamie-D]

Hi @Leo555,

Thanks for the response!

We appreciate your response on your mobile device in an attempt to resolve the issue with your Roku Smart Home event recording. 

We highly recommend checking for available updates on your Samsung Galaxy A23 5G and the Roku Smart Home app to ensure that you have the latest features, improvements, and security patches. Additionally, we suggest resetting and reconnecting your mobile phone's network connection to ensure seamless and uninterrupted use.

Please keep us posted.

Regards,
Riamie

[sajbob]

I have the same phone, Samsung Galaxy A23 5G, and am having the same error code 09 issue. This has been occurring for a couple weeks. Guessing the phone needs a patch but none is available.

[RokuRiamie-D]

Hi @Leo555,

Welcome to the Roku Community!

Thanks for letting us know that you are having the same issue with your Roku Smart event recordings that are not working, particularly the error code 09.

In order to conduct a thorough investigation into the issue you're experiencing, we kindly request that you provide information on whether you have received an update on your Roku Smart Home app prior to encountering the issue. If you have, please specify the latest firmware version you are currently using.

In the meantime, we highly recommend that you try the troubleshooting steps outlined above. Additionally, please download the Roku Smart Home app to another device and check if it functions properly.

If it does work on the other device, please inform us of the model and operating system version of that device.

We look forward to your response.

Regards,
Riamie