Smart home app

[Cjenkins]

Here is the information you asked. I will not provide the MAC address or my Login ID.

• Camera model, MAC address, and Firmware version

Wire-free Video  Doorbell, v5.2.0.19

• Phone brand, model, and OS version

Samsung, S23+, Android 14

• Make/model of the modem/router

Arris

• Your internet service provider

Optimum

• Log ID

[Cjenkins]

Additionally, I do not think this is a issue specific to a camera, but more towards the app.

While yes, the error code happens on my doorbell camera, the rest of the app does not work at all when the error occurs.

[baelydon]

Please note that this issue is not limited to those with your video doorbell, and that two threads were merged into one.

That being said, all I have is a handful of smart bulbs and yet the same thing happens with my app every three days-ish.  I can't edit rules, shortcuts, turn anything on or off, etc... I'll have to sign out of my account on the app and back in again, or, uninstall & reinstall before I can do anything again.

[TL64]

My original post was taken over by a mod who decided to change the title and declare it solved. 

My original post was about the app crashing on ALL my Roku smart home devices: 2 doorbell cams 2 strip lights 4 color smart bulbs. No playback for the events recorded. There are 2 cams plugged in that work every time I check the app. It's all wireless. 

It was not only the one error message - sometimes it just says failed to connect. 

The mod that decided to take over my posts did not solve anything just made it worse and that it was only effecting door bell cams when its ALL wireless smart products on the app. 

Today is March 17, 2025 and the app crashed again yesterday as it does every few days. At first I was deleting and reinstalling it but thanks to the advice posted here, logging out and back in temporarily fixes it until the next time it crashes. The fact that I cannot turn off the need for a code every single time I log in is really annoying at this point. My son and I have 3 devices combined to have codes for before we can simply log into the app. 

This has all worked great for nearly a year until Roku did some kind of update that has basically destroyed the app. I also notice that many of us are all on Samsung phones having this issue. 

It's still happening and more keep showing up here asking for help and Roku mods acting like its been solved. Its NOT fixed. 

[MKwells]

We're having the exact same issues. Smart bulbs and wireless doorbells won't connect. Very discouraging 😞. I've un-installed and reinstalled many times for it to only work a short time. I can't seem to get any answers.

[TL64]

You can log out and log back in after it sends you a code and it will get you back online with all of your devices. I too was installing it repeatedly til somebody here suggested logging out and back in.. 

So for now this is the only way I keep it working about every 3 days then it crashes.

Roku did an update or something big time. Every camera that I have that is plugged in - not wireless - works on the cam. Its strictly a wireless issue.

Everyone just keep reporting your issues here cause there are MANY of us! 

[Keystone0607]

Roku, please stop asking for us to send you the make, model and serial number of every device, router, phone and tablet we have. This is clearly an app issue. Millions of people are all experiencing the same issue, with different devices, since the latest app update. FIX IT PLEASE. 

[Keystone0607]

@RokuMaryEF @ On what planet does this qualify as solved?!?!?

[Keystone0607]

@RokuMaryEF I think at this point, I will be reporting this to the Better Business Bureau. Absolutely awful how the Roku team has been handling this issue. Millions of people have spent a lot of money on your products and your fix to this is telling us to uninstall and reinstall the app and marking the post as solved. This issue is affecting multiple roku devices (cameras, lights, etc.) And affecting people with different phones, tablets and internet providers.

A bug in your system is one thing and understandable. However, the response and effort from every roku moderator on your help page is ludicrous. Every post about this, whether it is a camera or a light issue, is met with a moderator asking for make, model and serial numbers of every device, phone, tablet, router etc. You clearly are not reading the comments. Instead, you tell us to uninstall and reinstall and then mark solved. Unacceptable.

[Keystone0607]

@RokuReynan-L "No worries, our appropriate is already aware of this." 

Hello fellow human. What kind of response is this!? Stop asking for the details of our devices and fix your app. Just say that there is an issue on your end and you're working to fix it. Be better.