Cameras & doorbells

[BHG1]

A soon as my Free trial ran out I stopped receiving notifications for motion on all of my cameras. Roku has yet to fix the problem. Is this a scam by Roku to make you purchase a subscription? Sure seems that way to me. I tried all their troubleshooting and everything is turned on. Does anyone get notifications once their free trial ran out??

[RokuArjiemar · Accepted solution]

Hello! @BHG1,

Thanks for posting in the Roku Community!

Thanks for letting us know all that you've done! Appreciate the troubleshooting steps you've
done so far.

Many customers find the Event Recordings to be a huge benefit of the subscription. This means that when your camera detects motion or sound, it will start recording a new Event, you'll receive a push notification from your mobile app, and the video recording will automatically be stored in the cloud for 14 days. Without a subscription plan, your camera will still capture a new motion or sound, but only as an image snapshot, rather than an extended video clip.ll Roku Smart Home cameras all include motion detection alerts, they can’t tell a tree from a person. A subscription includes Smart Detection to distinguish between a person, a package delivery, a vehicle, or a pet. This gives you the option to only receive alerts when a person is detected if you so choose.

Thanks,
Arjiemar

[BHG1]

Obviously you didn't read my post. I understand I will no longer get recordings without a subscription. I am not receiving any motion notifications or pictures. I am receiving absolutely nothing since the free trial ended

[RokuArjiemar]

@BHG1,

Thanks for your response,

 You can manage the motion detection settings for your Roku^® Smart Home Camera or video doorbell in the Roku Smart Home mobile app. 

Troubleshooting:

1. Confirm the Roku Smart Home app and camera firmware are up to date.
2. Make sure Motion Tracking is turned ON.
   • Camera live stream > Tap More. Motion Tracking will be green if it is ON, it will be grey if it is OFF.
3. Check the Motion Detection Sensitivity.
   • Camera live stream > camera settings > Detection Settings.
   • Check the setting of the Motion Detection Sensitivity to 100 and adjust it down 5-10 notches at a time until you get the desired amount of motion detection.
4. Confirm if a detection zone is turned ON.
   • Camera live stream > settings gear > detection settings > detection zone.
5. Power cycle the camera.
6. If the issue persists. Factory reset the camera and set it up as a new device.
   • You will have to readjust the detection settings after doing this.

Please keep us updated on your findings. We are here to assist you further and look forward to hearing back from you.

Thanks,
Arjiemar

[BHG1]

I have tried all of those troubleshooting suggestions more than 3 times and nothing works and everyone at Roku is completely useless. I am convinced that the whole Roku camera system is a big scam. As soon as the free trial runs out you get nothing. They are basically forcing you into a subscription because you won't get any notifications once the trial ends. This complaint is all over the Internet and Roku does nothing about it. My cameras are 800 miles away so I can't even return them . They are USELESS 

[RokuArjiemar]

@BHG1,

Thanks for letting us know all that you've done! Appreciate the troubleshooting steps you've
done so far.

We apologize for the inconvenience. We would like to know what went wrong so we can assist
you further and fix the issue.

Please check your inbox as we require some personal information from you. We have sent you a private message.

We want to assure you that we're committed to keeping you informed and providing support
whenever you need it.

Thanks,
Arjiemar

[Cwhite1980]

Have you found a solution to your cameras?

ours has done the exact same as yours…right when the trial ended. I’ve not received anything at all with us going in/out right at one of them.

[BHG1]

3 of my cameras are in a vacation home so I don't have access to them. But the one I have with me I figured out on my own because Roku and Roku support are useless. If you delete the camera entirely from the app and then reinstall it like you first did that solved the problem for me. Unfortunately I can't do this with the other 3 cameras because they are not with me. Thus those 3 are useless and Roku does nothing about it. Good luck

[RokuJessica-G · Accepted solution]

Hi @Cwhite1980,

We appreciate you for bringing the notification issue on your camera to our attention. We'd like to help you.

Please be advised that you need to enable notifications by going to Home > tapping the Camera's name > selecting Settings and Notifications. We also recommend adjusting the Motion Detection Sensitivity to 100.

If the camera still doesn't send notifications after enabling the mentioned options, we suggest uninstalling and reinstalling the smart home application on your mobile phone.

Make sure to enable notification options that prompt while reinstalling the app.

If the issue persists, we strongly advise resetting the camera as a last resort. You can follow the instructions provided below:

• Remove the camera from the app by navigating Homepage of the app> tap the Camera's name > go to Settings > click Delete device
• Re-set up the camera. If you need instructions, you can refer to this article for guidance: How to set up your Roku Indoor Camera SE

Please let us know if the issue is fixed or reply back to the thread for further assistance, we will be glad to help you.

Best regards,
Jess