How to fix Roku Smart Home device offline issues

How to refresh the connection to your smart home device

If you get an "offline" error when trying to view your smart home camera or doorbell live stream, tap the Refresh icon. If that doesn't work, restart the smart home app on your mobile device. If you have frequent offline issues, check your internet connection and make sure you are running the latest version of the software.

Restart the app

Restart the smart home app on your mobile device using the following instructions.

How to check if your smart home device is powered on

If you discover one of your smart home devices is offline, first make sure it is powered on. Some smart home devices have a status light to help determine if your device is on. Learn how to find the status light on your device and what the status light means.

If the status light is ON, continue to the next section and use the suggested steps to get your device back online. If the status light is OFF, try troubleshooting power issues with either your cameras and doorbells, or bulbs and light strips.

Note: If you changed the default status light settings on your smart home device, the status light may be off even when your device is powered on.

Restart your smart home device

Many issues can be resolved by restarting your smart home device and then trying to perform the action again.

Note: If an update is in progress or stuck, do not restart your smart home device. Restarting your device while an update is in progress can cause issues.

• Cameras:
  • Restart from app Settings by scrolling down and tapping Restart, or unplug/replug your camera.
  • The Outdoor SE camera has a power switch under the back cover—slide the switch OFF, wait 30 seconds, then switch it back ON.
  • To restart the Roku Battery Camera, press the Setup button three times.
  • You can also restart the Floodlight Camera by locating the breaker switch that controls power to your camera. Switch it OFF, wait for 30 seconds, then switch it back ON.
• Monitoring Hub: Hold the Reset button for 8 seconds
• Doorbells:
  • Wired: Turn the breaker OFF and wait 30 seconds. Then turn the breaker ON.
  • Wireless: Loosen the security screw at the bottom of the doorbell. Then, remove the backplate by sliding it down and press the Power button. Wait 30 seconds,then press it again to turn the doorbell ON.
• Bulbs: Switch them off, then on again
• Light Strips/Plugs: Unplug from power, wait 30 seconds, then plug back in.

Warning: If you are unsure which breaker switch controls your Floodlight Camera, or you are uncomfortable with doing anything to the electrical panel, contact a licensed electrician for assistance.

How to fix connectivity issues

Connectivity issues can be caused by internet outages, weak signals, and out of date software.

Troubleshoot your internet connection

If your smart home device uses a wired Ethernet connection, verify the Ethernet cable is firmly connected.

If your smart home device connects to your wireless network, check the Wi-Fi connection using the suggestions below.

• Check your internet connection. Open a web browser on your mobile device and visit a public website such as www.roku.com. If this fails, check with your internet service provider (ISP) to inquire about an outage, or contact them directly. If they are not aware of an outage, try restarting and then resetting your Wi-Fi router* and modem.
• Test your Wi-Fi range. Use the following steps to check your smart home device's signal quality in the smart home app. If your device has no bars or one bar, try moving or mounting your it closer to your router.

• Update Wi-Fi settings. If you recently moved, upgraded any network equipment, or changed the network name and/or password, you likely need to update the Wi-Fi settings for your smart home device.

Check the app for updates

Make sure the app is running the latest version by visiting your app store.

• iOS: Open the App Store^® on your iOS device and search for "Roku Smart Home mobile app", or visit the online App Store and download the latest version.
• Android: Open the Google Play^™ store on your Android device and search for "Roku Smart Home mobile app", or visit the online Google Play store and download the latest version.

Advanced troubleshooting steps

If you were not able to resolve your issue from the information in the previous sections, the general suggestions below are known to solve various issues.

Set up your device again

You do not need to remove your smart home device from the mobile app to set it up again. Simply follow the steps below and see if that resolves your issue.

If you need help completing the setup process, refer to the appropriate setup article on the smart home devices category page.

Reset your device

If setting up your smart home device again did not resolve the issue, you can factory reset it and then set it up again. This should be a last resort for troubleshooting purposes since it removes all preferences and settings. For help, learn how to reset your smart home device.

If it is difficult to access your smart home device to perform a reset, delete it from the smart home app instead.

After your device is reset or deleted from the app, visit the smart home devices category page and open the appropriate article to help you set up your device again.

*A note on terminology:

To access your network and ultimately the internet, you will typically connect to a device called a router but it may also be referred to as a wireless router, wireless access point, home gateway or cable modem. In some cases, your internet service provider (ISP) may have provided you with a single integrated device that includes a cable modem and a router, or you may have purchased a stand-alone router from a company such as Linksys, NETGEAR, ASUS, Belkin or D-Link. In this article, the term router is used as a generic term to refer to the network device that your Roku device must connect to access the internet. For more information refer to the documentation provided by your ISP or router manufacturer.