Smart home app

[tff]

Hello.

App Platform:  Android Phone, Samsung A52
Roku Devices:  5 floodlight cameras, 1 360 indoor camera, 1 wired doorbell camera
Issue:  Unwanted notifications

Up until November 1, the smart home app was functioning appropriately.  My subscription ended on November 2, and a billing issue arose upon Roku attempting the renewal.  The billing issue has been resolved.  As a result, it appears that the app has reset and I now get notifications, even when notifications are set to off.  It appears that some setting within the app were also reset - Example, camera rotation (180 degrees).  I spent time resetting everything to how I had it previously.  I still am unable to get notifications to stop without going into global phone settings and blocking them.  I even took the steps to clear all app data within the global phone settings.  This does not appear to be a known issue in the community, and I need some help with direction to get it resolved.  I want the proper notifications via the setting I have within the app (or no notifications when they are unwanted), which does not seem to be too much to ask - Looking for the app to function as it was intended.

Where do I go for help on this issue?

Thank you,
Justin

[RokuRiamie-D · Accepted solution]

Hi @tff,

Thank you for posting in the Roku Community!

We are glad you are sharing your concern with your Roku Smart Home app, which keeps sending you notifications even though you have already turned them off from your settings. We would be more than willing to sort this out for you.

We would like you to try the following details below and see if this will work for you.

• Try to uninstall the Roku Smart Home app.
• Ensure that your Roku Smart Home app is up to date.
• Install the Roku Smart Home app on another device. If it's available, then log in with the same Roku account credentials and see if the same issue occurs. 

We recommend you try these troubleshooting steps and please keep us posted.

Regards,
Riamie

[tff]

The advice to uninstall, then reinstall, worked...kind of.  There are still situations where notifications of open events for door sensors are not being received when notifications are on.

On other areas outside of notifications, I noticed multiple situations with non-floodlight cameras not appropriately updating when requesting to format the Micro SD card.  Additionally, I encountered situations where floodlight cameras did not behave properly (light on when they are not supposed to be on).  These situations appeared to correct themselves after the floodlight was turned off for a lengthy period of time (more than an hour).  I hope such situations can be evaluated and addressed in future app updates and firmware releases.

[RokuRiamie-D · Accepted solution]

Hi @tff,

Thanks for the update!

We appreciate you keeping us informed about the issue with your Roku Smart Home devices, particularly regarding the notification not being received when the door sensor is triggered. No worries, we're here to help!

To get started, could you let us know if the issue is happening with all of your sensors or just one? In the meantime, please try the following steps:

1. Check other sensors:

   • If all sensors are not working, check the network connection.
   • If only one or a few sensors are not working, move on to step 2.

2. Reset the sensor:

   • Remove the battery from the back of the sensor, wait for 5 seconds, then reinsert the battery.
   • If the issue persists, replace the batteries with new ones.

3. Remove and add the motion sensor:

   • Unlink the motion sensor from your Roku account by following these steps.
   • Add it again by going to the Roku Smart Home app and clicking the Plus (+) icon > Add device > Home monitoring > Motion sensor. For detailed instructions, check out this support article.

4. Format the microSD card:

   • To format the microSD card, visit our Roku support article: How to format your microSD card. You can format it via the Roku Smart Home app or on your PC.

Regarding the Roku Floodlight Camera:

• The light will remain off at all times, but any existing Rules and Schedules will still apply. Please check the camera's settings to ensure the Rules and Schedules are correctly configured. You can access them by navigating to:
  • Floodlight > Settings > Rules
  • Floodlight > Settings > Accessories > Floodlight Installed > Schedule

We hope this information helps. Please keep us updated on your progress, and let us know if the issue persists!

Cheers,
Riamie