Smart home app

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GregoryJordanM
Reel Rookie

Unable to complete Home Monitoring setup on iOS devices

Good day,

I recently purchased the home monitoring kit and everything installed beautifully until I got to finalizing the setup.

The app will just hang after accepting the "Allow Critical Notification" button (not freeze exactly because I can still cancel). There is a "thinking" spinner that shows up for a half of a second, but then nothing and then the only action I can take after is to cancel the setup.

I have tried this on two iPhones and an iPad and get the exact same behavior. I was looking for a way to try an Android device, but my only options are the Android Studio emulators and all of those won't allow me to install the app due to the "Device Not Supported" thing.

I did make sure that the critical alerts setting is enabled in Settings > Notifications > Smart Home as well. 

I even uninstalled the app, and tried again. I removed all the devices, readded them, and tried again. All to no avail.

8 REPLIES 8
RokuJohnB
Community Moderator
Community Moderator

Re: Unable to complete Home Monitoring setup on iOS devices

Hi @GregoryJordanM,

From the Roku Community, a warm welcome and thanks for raising this concern directly with us!

We understand you are having trouble setting up your Roku smart home monitoring system SE. We're happy to assist you further. Please try to restart your modem and router.

You may also want to check out this support article here on how to set up your Roku Home Monitoring System SE.

We hope this helps.

Regards,
John

John
Roku Community Moderator
0 Kudos
Dern
Newbie

Re: Unable to complete Home Monitoring setup on iOS devices

Any update? I’m having the same exact issue. I’ve reset router, deleted the entire system; and still the same issue again!

0 Kudos
RokuJohnB
Community Moderator
Community Moderator

Re: Unable to complete Home Monitoring setup on iOS devices

Hi @Dern,

Greetings from the Roku Community, and thanks for the additional information!

We would like to investigate this issue you had with the Roku smart home monitoring system further since you are unable to set it up on your iOS device. Have you tried the troubleshooting steps that we have provided above? If yes, when did the issue start?

With detailed information, we'll be able to assist you further.

Thanks,
John 

John
Roku Community Moderator
0 Kudos
Edwardwstn
Reel Rookie

Re: Unable to complete Home Monitoring setup on iOS devices

I have exactly the same problem on Apple phone. I’ve reinstalling app and devices numerous times. Acting like a bug in the app. Talked to Roku support and did everything they suggested. They suggested the hub may not be on the 2.4 radio, which made no sense to me, but I turned off my 2.4 and the hub was disconnected so that is definitely not the problem.

Re: Unable to complete Home Monitoring setup on iOS devices

Having the same issue they keep saying reset router uninstall app I’ve done it all! Even deleted the whole system. If it’s not fixed soon I’m returning the system because I can’t get to the subscription to sign up for monitoring which is the whole point in me getting said system.

Re: Unable to complete Home Monitoring setup on iOS devices

That’s what they say to literally everything. I told the guy that has nothing to do with it I’m using an Ethernet cord 🤦 they are relatively useless. Half of them keep saying it’s my camera ( I don’t even have any camera.) 

0 Kudos
GregoryJordanM
Reel Rookie

Re: Unable to complete Home Monitoring setup on iOS devices

OP here: yes, the troubleshooting steps I did complete. Didn’t help. Problem started from the get-go, e.g. it never worked

0 Kudos
Edwardwstn
Reel Rookie

Re: Unable to complete Home Monitoring setup on iOS devices

After many calls and chats with Roku support I talked to a lady who seemed to understand the technical issue. Based on her advice this is what I think. Their iOS app has a bug that prevents the setup from completing (probably introduced in their current version 3.0.0 released about a month ago). But there is a work around. You can go into the iOS system app and turn on the notification manually that the app should be setting. This seems to provide the same functionality that you would have if the app worked correctly. BTW, I offered to work with the app coder to help them recreate the problem so it could be fixed - I’m a very experienced programmer - but got no response.

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