Lights & power

[tcalmich]

I had the same exact problem for months. It was very frustrating. I know you said you deleted and restored the app, but I swear I would have put money on it that I did too. Apparently I just might had done it improperly.

I just set down to work on it a bit and I got it fixed in like 2 minutes.

● Go to your phones settings.

● Go to Apps

● Scroll down to Find (Smart Home Roku)

● Tap (Force Stop)... then tap (uninstall)

● Now open your app store and find (Roku Smart Home)

● Install

● Enter your info and agree to all the gibberish. They should send a code to your phone for you to verify too.

● After I finished doing all this, my account was back to normal and I regained access to all my lights again.

Cant promise anything, but it just worked for me and just like everyone else I thought there wasn't any hope, so I hope this helps out everyone in here with the same problem.

[Alkmehist79]

Thanks for reply and for your help, it's much appreciated. I found the problem stills comes back after some time even after doing the force stop and uninstall/reinstall method even if you clear the app's cache (on Android). After some troubleshooting I found that uninstalling the Roku Smart Home app is not needed either. The issue seems to be with the user account credentials that are linked to the users devices after the last Roku Smart Home app update. Basically, when you open the Roku Smart Home app & get the "failed to get data" error message all you have to do is go to the "Account" icon found in the bottom navigation bar in the app and just sign out of your Roku account and then sign back in and the app will work properly again. Unfortunately this is not a permanent fix as the app will have the same error after a few days day of use and this becasue the cache gets corrupted after a few uses, so you'll have to sign out of your account in the app and sign back in again anytime you see that error message; but it's easier and faster then uninstalling and reinstalling the app each time the error happens. The biggest pain is having to keep entering in the 2FA email code Roku sends each time you log out and log back in. Wouldn't it be great if Roku just actually cared about their customers and made an effort to fix the problem haha.

[SergeB]

I'm not convinced that the problem is authentication or time out, I just did a new test:

Can't turn on a plug, unresponsive. Created a shortcut to turn on that plug, the shortcut works.

Actually, all my shortcuts work for plugs and lights that are non responsive. And that is for shortcuts that where created a while ago or today.

So why do shortcut work, they bypass authentication?

[SergeB]

by the way, the shortcuts I'm talking about are shortcuts created in the Roku app.

[Alkmehist79]

Hmm that's interesting. For me signing out of my account and signing back in fixes the issue every time but I don't have any smart plugs. I only have have two of the Roku light bulbs that can change to different colors via their smart home app.

I'm not sure which *shortcuts" you're referring to because I don't have that option nor do I have any smart plugs.

Even though the Roku app shows an error message as soon as I open it, I can still turn my lights on with something like the Google Home app, but I can't change or control my color profiles via the Google Home app as that is not a feature they support and so I need the actual Roku Smart Home app for that. Being able to turn the smart products on and off with a shortcut doesn't necessarily mean that there is no issue with authentication, I think the issue is within the authentication in the Roku Smart Home app itself and the MAC address of the devices linked to the Roku profile. I recall seeing somewhere that Roku changed its MAC address naming in the last update. Without knowing what kind of shortcuts you are referring to an under what parameters they operate it's very hard to know what's going on.

Anyways, signing out of my account and signing back in works for my issues and if it doesn't work for yours then it looks like there is more than one issue with the last app update which is not surprising because I'm guessing if it was a simple fix Roku would have done something by now. Sorry I couldn't be of more help, looks like it's up to Roku to figure this out. 

[SergeB]

Hi,

To create a shortcut in the Roku app, click the plus sign on the top left of the home screen then "add rule" then tap shortcut.

I have white bulbs that I cannot turn on or off via the main page of the Roku app yet, it works via the shortcut (or Google home)

[Pjtunes]

This error started during the time change to Eastern standard Time on March 29, 2005 at 1:51 PM. It only happens on Android phones. The only fix is to go to settings, account, log out then log back in. Unfortunately it happens every night. When you log back in all of your devices will be rearranged to some order deceided by the app. Any custom order of apps by you will have to be done after every log out and login, Not saving your app settings is laziness and disrespectful programming Roku.  Roku tech support has No idea on how to fix the app.  Perhaps it will start working again when the time changes back to daylight savings time.  I have two Android phones an Samsung s22 ultra and A paco F3 both up to date. It happens on both. The error does not happen on I phones.  I have aesclated case with Roku the only thing they do is send me an email every few days stating ifI do not reply in 3 days they will consider the case closed. I have 30 Roku devices a door Bell cam and a streaming box. 

[Pjtunes]

This error started during the time change to Eastern standard Time on March 29, 2005 at 1:51 PM. It only happens on Android phones. The only fix is to go to settings, account, log out then log back in. Unfortunately it happens every night. When you log back in all of your devices will be rearranged to some order deceided by the app. Any custom order of apps by you will have to be done after every log out and login, Not saving your app settings is laziness and disrespectful programming Roku.  Roku tech support has No idea on how to fix the app.  Perhaps it will start working again when the time changes back to daylight savings time.  I have two Android phones an Samsung s22 ultra and A paco F3 both up to date. It happens on both. The error does not happen on I phones.  I have aesclated case with Roku the only thing they do is send me an email every few days stating ifI do not reply in 3 days they will consider the case closed. I have 30 Roku devices a door Bell cam and a streaming box. 

[Pjtunes]

This error started during the time change to Eastern standard Time on March 29, 2005 at 1:51 PM. It only happens on Android phones. The only fix is to go to settings, account, log out then log back in. Unfortunately it happens every night. When you log back in all of your devices will be rearranged to some order deceided by the app. Any custom order of apps by you will have to be done after every log out and login, Not saving your app settings is laziness and disrespectful programming Roku.  Roku tech support has No idea on how to fix the app.  Perhaps it will start working again when the time changes back to daylight savings time.  I have two Android phones an Samsung s22 ultra and A paco F3 both up to date. It happens on both. The error does not happen on I phones.  I have an esclated case with Roku the only thing they do is send me an email every few days stating ifI do not reply in 3 days they will consider the case closed. I have 30 Roku devices a door Bell cam and a streaming box. 

[SergeB]

Well lucky you if you only have problems since daylight on March 29 cause a lot of other people have problems since the last upgrade of early March. The only change I had noticed since the last upgrade was that the naming convention of the Roku devices had changed. I logged into my router and noticed that all of my Roku devices had changed names except one cam and this cam is the only cam that consistently work in the Roku app. All of my white lights, indoor plugs, outdoor plugs and other indoor cams are non responsive unless I sign out/sign in.

On my router, before the upgrade, all my Roku device's name where their Mac address, after the upgrade the naming convention changed to RK_*****-(mac). Except that one cam that kept it's Mac address as it's name and that cam is the one that never fails.

2 other things never fail 1. Google home 2. Shortcuts in Roku app.

For the shortcuts: tap the "plus" sign top left corner, add rule, tap shortcut then create a shortcut for example to turn on a light, you will see that even if you cannot turn on the light in the main page of the app,if you use the shortcut you just created for that light, it works.

So....

This is a lot of valuable info for the Roku team, please take that into consideration and pass it along to your tech team so they can fix the app.