Issue Tracking Board

[NotaIdic]

Recently the only way I've been able to control my devices is with Google Home on my tablets or using my Google Nest Mini. It might be a software update glitch?

[BOYMOM09]

Im also experiencing this on the 2 video wireless doorbells. My other 2 cameras are working just fine. Ive uninstalled, reinstalled, rebooted my phone. check for app updates (none to update) about 30 times this week. please fix this!! im obviously not the only one having this issue. I also have a paid subscription.

[RokuReynan-L]

Hi there!

Thanks for letting us know that you're having an issue with the Smart Home app not connecting. We'd like to know more about this.

May we know what error message you're having with the app? Also, is this happening on the home screen of the app or inside the live stream of the camera?

We'll wait for your response.

Thanks,
Roku Community Team

[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.

[Keystone0607]

@TL64 I submitted a complaint to the Better Business Bureau specifically due to the moderators "solutions" as well as marking these posts solved. This is happening on every post about this issue. Hopefully it puts a boot in their rear end to actually solve the problem and improve their "customer support".

[Keystone0607]

I encourage all users and subscribers to file a complaint with the BBB. The response from the "Mods" is unacceptable. 

[DarkQuark]

The folks you are talking to here, "moderators" are going to all be folks overseas who don't really get why you are upset and they are far removed from the situation so they don't really care either.  Appealing to the moderators will do nothing, it's Roku as a company who's attention you have to get. Nothing we say here will make any difference, talking to Roku directly would be the way I would imagine.