Smart home app

[Woodstock_Rokr]

Hello.  I am trying to get the Smart Home App to send me a "Monitoring Certificate" for my insurance company.  I can get to the point of requesting the certificate and having the system tell me that it will email me the certificate, and then I even receive an email that has a "download link" to get the certificate, BUT, when I press on the download link button, all I get is "That link has expired"..... ??? !!!  How could a link that is supposed to be valid for 48 hours (as stated in the email), expire within seconds of being requested? 

I hope this is just a glitch, but there has to be another way for us to get this required and essential piece of information.

Please advise and assist if able. 

Thank you.  PJ

[RokuReynan-L]

Hi, @Woodstock_Rokr.

Greetings from the Roku Community!

Thanks for reaching out to us about this issue. We're here to help.

Could you please try another device to download thee certificate? Let's see if that would work. 

Please keep us posted.

Thanks,
The Roku Community Team

[Longrifle]

I have been trying for 6 days to get the alarm certificate. When I try to download the certificate says the link has expired. I’ve started a support ticket but so far no results, only responses they are working on it. A simple certificate should not be that difficult to get. Unless I get a certificate in the next day or so I plan to cancel the subscription. Any suggestions? 

[Longrifle]

I have been trying to get a certificate and get the same issue as stated. 6 day so far with no meaningful support from Roku.  

[RokuEmmanuel-D]

Hey, @Woodstock_Rokr @Longrifle 

Thanks for flagging this issue!

To help us investigate further, could you please send over a few details?

• Device ID
• Time zone when the email arrives
• Phone make/model
• Firmware version
• Log ID: (Roku Smart Home app > Account > Roku Support > Submit a Log)
• A picture of the issue (this would be super helpful!)

Appreciate your help!

Cheers,
Roku Community Team

[Longrifle]

I have resolved the issue. A week of no help after submitting a ticket I have cancelled the subscription from auto renew. The next step is to dispute the $49.99 soon as my credit card statement arrives as there is no way to cancel the subscription for a year. I am going with another provider. What a headache Roku support has been. 

[Robhuff46]

I am having the same problems,

[RokuReynan-L]

Greetings, @Robhuff46.

Thanks for letting us know that you're also having the same issue. Could you please provide us with the information we need on @RokuEmmanuel-D's post above?

We'll wait for your response.

Thanks,
Roku Community Team

[Robhuff46]

• Device ID:  Don’t know where get this info
• Time zone when the email arrives. 4:08PM EDT
• Phone make/model IPhone 15 PRO MAX
• Firmware version   6.0.0.682
• Log ID: (Roku Smart Home app > Account > Roku Support > Submit a Log) Can’t fine log
• A picture of the issue (this would be super helpful!) No picture - when click on download immediately when receiving it, get “This link has expired.

[RokuReynan-L · Accepted solution]

Hey everyone,

We believe the issue is now resolved.

We recommend trying to download the monitoring certificate again. Let us know if it’s still not working!

Thanks,
Roku Community Team