Smart home app

[Krista52]

I’m trying to watch the Roku camera app on my Roku tv but it comes on and then freezes on the last thing it saw when I clicked the app. It’s working fine on my phone but I’m using my phone and want to see it on my tv instead. I tried deleting it and reinstalling it. I even reset the tv to factory reset. 

[RokuRiamie-D]

Hi @Krista52,

Welcome to the Roku Community!

Thanks for sharing with us your issue about the Roku camera app on your Roku TV that keeps on freezing when you try to use the application. We'd be glad to assist you with this.

Let's see if this will work for you.

• Check the other applications on your Roku TV to see if this only happened to the Roku Camera app.
• Check your internet connection: 
  Open a web browser on your mobile device and visit a public website such as www.roku.com. If this fails proceed with the next steps.
• Restart your router:

1. Unplug the modem from the power source
2. Wait for 10 seconds
3. Plug it back and wait until it loads before you connect again your camera.

If the issue continues, try downloading a Roku Camera app on another Roku device or TV, if possible, to see if the same problem occurs.

Please keep us posted.

Regards,
Riamie

[Krista52]

All my other applications are working fine, it’s just the Roku Camera app. It’s working fine on my other tv and on my phone. 

[RokuRiamie-D]

Hi @Krista52,

Thanks for the response!

We appreciate you for providing more details about your issue with the Roku camera app on your Roku TV.

To further investigate the issue, we would like to know the details below:

• What is the exact model of your Roku TV model, serial number, device ID, and OS version (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• If possible, could you send us a video clip of the issue you are seeing on the Roku TV screen? Here are the steps on how to upload a video clip on Roku Community:
  You'll have to use Google Drive to upload a video to the Roku Community.

1. Share the video on Google Drive with "Anyone with the link" access.
2. Copy the shareable link and paste it into the Roku community forum when creating your post. (You cannot directly upload a video from Google Drive to the Roku community, you need to share the link instead.)

Providing these details will help us to look closely into the issue. We look forward to your response.

Regards,
Riamie

[Krista52]

Onn model 100012590

serial number X00700K0VU6R

device id S0CEH000VU6R

version 14.0

tracker id 6R-426-030

The video shows it’s frozen on the last activity it catches when you click on the app

https://drive.google.com/file/d/1amf0KY7oOGynOZycWU2b2Tcw5liBjFqJ/view?usp=drivesdk

[Jp1023]

Im having the same exact issue with mine on my roku tv. Its always worked perfect until the last week or so. So frustrating!

[RokuRiamie-D]

Hi @Krista52,

Thanks for providing more details.

It seems that the link you sent is not working.

We would appreciate it if you could provide us with more detailed information regarding your experience with the Roku camera app. Specifically, we would like to know if you are able to successfully open the app and view event recordings or the live feed. Are you encountering any freezes while trying to watch event recordings or during the live stream? Also, could you please send us a photo of what you can see on the TV screen when the issue occurs? It seems like the link that you have sent is not working. How do I insert an image in a post?

Additionally, can you navigate through the app without issues, or are you experiencing difficulties that prevent the live stream from loading? Your insights will help us better look closely into the situation.

We look forward to your response.

Regards,
Riamie

[Krista52]

As soon as I click on the app the live stream freezes. It’s only on my tv. 

https://drive.google.com/file/d/1amf0KY7oOGynOZycWU2b2Tcw5liBjFqJ/view?usp=drivesdk

[Krista52]

Mine just started as well. It’ll work on my phone and as soon as I click on the app the live stream is  frozen. 

[RokuRiamie-D]

Hi @Krista52,

Thank you for the update.

We recommend you try the following:

• Check for updates

1. From the Roku Home screen, highlight the Roku Camera app
2. Press the star button on your Roku remote (*)
3. Select Check for updates

• If the issue persists, please try again to remove the app and system restart the Roku TV before adding it back.

1. From the Roku Home screen, highlight the Roku Camera app
2. Press the star button on your Roku remote (*)
3. Select Remove app
4. Go back to the Roku Home screen and select Settings
5. Select System
6. Select Power then select System Restart

• To add the Roku Camera app again follow the steps below:

1. From the Roku Home screen, select the Search tab
2. Type in "Roku Camera"
3. Highlight the Roku Camera app from the right side of the screen.
4. Press the OK button on your Roku remote and select Add App.

We recommend you try these troubleshooting steps, and we look forward to your response.
Regards,
Riamie