Using your smart home devices

[tff]

New issue that has come up is that notifications times are incorrect in the app for video and door sensors.  There is a sync button for cameras within the app.  It does not seem to work for every case.  Is this a known issue for which there is a solution?

There is no such sync button for the door sensors.  How is the time synced within the smart home app for the door sensors?

[RokuRiamie-D]

Hi @tff,

Welcome to the Roku Community!

We appreciate you bringing to our attention that you're receiving a notification on your Roku Smart Home app with an incorrect time. Let’s see if we can get this sorted.

Before we proceed, could you please provide more details about the notification you are receiving with the incorrect time? What is it exactly? In the meantime, we recommend you try a couple of troubleshooting steps below.

1. Ensure your Roku Smart Home app is running the latest version.
2. Uninstall and reinstall the Roku Smart Home app.

If it's still not working, feel free to let us know, and we’ll look into it further.

Cheers,
Riamie

[tff]

Uninstalling and reinstalling the Roku smart home app did not correct the issue with the door open/close sensors.  After additional testing, I can confirm that the cameras are all providing the actual time when notification occurs.  The door sensors are 23 minutes off of the actual time.  The notification comes in when the open or close event occurs.  The time indicated within the notification is not the actual time.

I do not see any way that I could have possibly added a time delay - Is this even possible in the smart home app?

Are there other perspective solutions to try?

Is the monitoring partner company aware that this bug exists within the smart home app or associated software?

[RokuRiamie-D]

Hi @tff,

Thank you for your response!

We appreciate you taking the time to troubleshoot your device to fix the notification delay issue. We would like to take a closer look into this matter.

Please provide us with the following details:

• Smart Home Device model
• Log ID:  (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log)
• Firmware version 
• Smart Home app version
• Make, model, and iOS/OS version of your mobile device

We look forward to your update.

Cheers,
Riamie

•  

[tff]

Providing the requested information for further assessment...

Smart Home Device model:  Roku Entry Sensor
Log ID (pull up your Roku Smart Home app home page > select Account > Roku Support > Submit a Log):  38-017-560 (8 entry sensors experiencing the same issue)
Firmware version:  6.2.0.50
Smart Home app version:  v3.1.3 (388)
Make, model, and iOS/OS version of your mobile device:  Samsung Galaxy A52 5G with Once UI version 6.1 and Android version 14

[RokuRiamie-D]

Hi @tff,

Thank you for providing the details precisely!

We have forwarded your information to our Roku appropriate team for review. Rest assured we will update you once we have further information about this matter.

Your cooperation and patience would be appreciated as we work on this issue. Thank you for your understanding.

Cheers,
Riamie

[tff]

Hello,

Is there any update on the time delay situation that appears to be related to sensors that need to be paired with the monitoring hub?

Thanks,

Justin