Smart home app

[loopyc]

Can you please consult with your internal support people, as I believe there has been a change in your app/server behavior that is excluding compatibility with AOL-based emails.

[AvsGunnar]

@loopyc 

Under the app settings in your mobile device, try the following steps.

1. Force close the SmartHome app. (do not uninstall, just "force close")

2. Select Clear Cache in the Storage Settings.

3. Select Clear Data in the Storage Settings.

4. Reboot the mobile device.

5. Open the SmartHome app and try logging in again.

The above steps are the ones I have to take to take on an Android (routinely), so hopefully will work for you on iOS as well.  

[loopyc]

Thank you for your reply.

It must be different on Android, the only ‘settings’ I have access to outside of the app when it’s running, are in the IOS ‘Settings’, and do not coincide with any of those options. If you are referring to settings within the app, I cannot access those, as app opens on the previously shared log-in screen, and I cannot get past that to do anything until I complete successful log-in, which obviously not being able to log-in is the main issue. Here are the only ‘settings’ I am aware of outside of app itself.

[AvsGunnar]

@loopyc 

It has been so long since I owned an IPhone and don't have access to one currently to look at.

I thought it used to be under Settings/IPhone Storage (or similar language) and then there was an "Offload App" and "Delete App" options.  One option cleared the cache and the other cleared data and cache.

Unfortunately, sometimes uninstalling an app from a mobile device leaves corrupted settings behind and an app reinstall just installs back it over the corrupted settings.  Kind of why user should always try to clear the cache and data "before" uninstalling.  (May not be an option any longer in iOS).

I would try deleting the SmartHome app, restarting the phone, and then trying the reinstall method. (not sure from your other posting if you tried restarting the phone after deleting app before reinstalling the mobile app).

FYI, that screenshot you posted is probably what your are looking for,  Looking to remove from the iOS storage, not from within the SmartHome app. (does not look like an available option though but maybe look around more in Iphone settings.

I have constant issues with the app and losing connection with the cams and login issues, so not just you.

[loopyc]

It could also be a iPhone versus iPad thing (iPad Pro is the device I am having the problem with).

At this point, I am pretty sure it’s something to do with AOL email address, as I created a new, temporary account for the Roku base with a secondary, back up email account and THAT works!

In other words, EVERYTHING is the same (same app install and settings, IOS version, etc), EXCEPT the email used to sign-in.

So that eliminates everything else except the email account I have been using for over a year, strongly pointing towards some NEW incompatibility with the app/server communications which are out of my control.

And again, that original email still works fine through a browser sign-in, just not from within app. Strongly suggests Roku changed something within that ‘channel’ of log-in credential checks between app and their server?

[AvsGunnar]

@loopyc 

Certainly could be.  The Roku devices used to have certain issues with setup/activation when users used certain email addresses. (I believe that issue was addressed and was a number of years ago).

Glad you have it working with the alternate email.  When dealing with Roku, you will discover it easier to find a workaround (like using the alternative email) than waiting for them to address/fix an issue that may only affect a small percentage of users, or not in their control. (unfortunately, that is usually the reality here).

It may be forwarded to the engineering team for review, but whether it will a priority.... (However, sometimes surprisingly you just try again in a week or month and it just begins working again.)

[loopyc]

Yeah, good advice…I am getting that impression.

At this point, I guess I am just trying to document and give them the opportunity to look into and address it, along with leaving a trail of clues for anyone else using AOL, as this happened suddenly and of course is catastrophic to anyone only using one email provider (and I am not very happy about having to use what is supposed to be an emergency back-up-only account for Roku, just because they can’t maintain their side properly…IF that is indeed the issue, as I can only assume at this point with no official verification of my current findings 😞

Thanks again for your insights and replies in this matter 😉

[Bobby-the-Spong]

Fascinating thread here.   Especially that change of email address made a difference. The oddity of your IOS being older 17.5, also make me think if there are any rooting of the device or side loading of apps that you have done ?

[loopyc]

If by ‘rooting’, you mean what is called ‘jailbreaking’ on an Apple device…then no.

My IOS devices are always pretty stock, as they provide me back-up in emergency if my desktop systems don’t have power or I am away from them (I live in  rural area prone to fire evacuations, Public Service Power Shut-offs, etc).

While I know my way round my macOS systems, I have never even been interested in ‘customizing’ the IOS devices I have owned, as they are more for menial tasks than anything else…you know, like monitoring my security cameras!

But one of the dangers of being a longtime Apple user has turned out to be an Apple ID that will no longer work with their cloud services, so I currently have purchased apps installed, that if they were to decide they needed to update, would fail to open as I can’t use purchase ID anymore since the last IOS update, which makes me VERY reticent about updating it any further (when I replaced older iPad with this one, at THAT time it allowed me to create a new Apple ID for it, and use older ID for strictly purchases. Then, like Roku app…it suddenly wouldn’t let me use that older ID!

FYI, Roku app was installed with newer ID, so it never had any issues related to Apple ID older formats (they didn’t used to require email format, so older ID’s were just a user’s name).

Anyway, Roku Smart Home had been working all throughout that above period when IOS no longer allowed a separate ‘purchased’ ID….so no relationship in time/behavior could be logically inferred.

But that’s why I don’t upgrade (and it’s not THAT old).