Issue Tracking Board

[hanner124]

Roku is supposed to already be investigating. I was told several times by several different employees that the issue has been sent to the engineering dept and that they are working on it or is that just what every customer service rep is programmed to say just to get us off the chat because yall don’t actually know. The problem is not on our end. How can everyone’s cameras suddenly stop working after the recent update and the problem be with our individual cameras? 

[conniecrump63]

My camera stops working. I can't get a picture to come in it just keeps buffing 

[RokuRiamie-D]

Hi @conniecrump63,

Welcome to Roku Community.

Thank you for reaching out to us about your issue with the Roku camera that stopped working. Rest assured that we will help you resolve this problem as quickly as possible.
If you have multiple Roku cameras, is this only happening with one Roku camera? Also, have you tried to check your Roku account to see if the subscription for Roku Smart Home is still active? If not, you can always visit my.roku.com and login with your Roku account and renew or resubscribe to your Roku Smart Home subscription.

If it is still active, you can try this step-by-step process that can help you resolve the issue:

• Check if there is a live video stream on your Roku camer: How to view a live video stream from your Roku Smart Home camera
• Try to log out and log back into your Roku Smart Home app.
• Uninstall the Roku Smart Home app.
• Restart your router by unplugging it from the power outlet for 10 seconds. Make sure that you have 2.4 GHz. (If not, you need to contact your internet service provider.)
• Remove the camera from the Roku Smart Home app and add it back:  How to unlink a Roku Smart Home device from your Roku account

Please let us know if this helps and if there's anything else we can help you.

Regards,
Riamie

[RokuJohnB]

Hi @Urmomma,

Thank you for posting here in the Roku Community!

We want to investigate further this issue that you had with the Roku indoor cameras since it was not recording an event. Can you please provide the following information below?

• May we have the Mac Address and the Firmware version of your Roku camera? By launching the Roku smart home app, you may need to select the device from the home screen and tap settings and device info.
• Log ID when this issue occurs (from the Roku Smart Home app, select Account > Roku Support > Submit a log)

Once we have this information, we will be able to pass it along to the appropriate Roku team for further investigation.

Thanks,
John

[Nosyaj808]

Yeah code 45 always do that to my camera too.. I just unplug and plug it right now while doing this!!!! PLS FIX THIS ISSUE

[tiaanna757]

At least your getting a code. Mine won't even connect at all. 

Happened a few times within the past couple weeks. As of yesterday and today won't even connect at all.

[Nosyaj808]

I THINK ITS TIME TO RETURN AND GET A BETTER ONE!!! WHERE I CAN GO FOR REVIEWS FOR THIS SO I CAN GIVE 0 STAR!!! I EXCHANGE THIS TWICE NOW!!!

[Nosyaj808]

NOTHING HELPS!!! ITS ON BUT STILL CODE 45 IN MY PHONE!!!!

[Nosyaj808]

DEVICE IS ON!!! IN MY PHONE NOT WORKIN

[Nosyaj808]

ANY ANSWER!!! FOR ALL THE QUESTIONS I ASK!?!