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Fix offline smart home device issues

How to fix Roku Smart Home device offline issues

Your Roku® Smart Home devices are set up, controlled, and configured through the Roku Smart Home mobile app. If the app cannot communicate with a device for some reason, you may not be able to adjust settings on your smart bulb, view a live video stream on your camera, change home monitoring modes, and control your outdoor plug.

You may see a cloud icon with a line through it cloud with a line through it to indicate offline or error message, "Device is offline (error code 90)".

This article provides instructions for refreshing your device, checking if your device is powered on, fixing connectivity issues, and advanced troubleshooting steps.

How to refresh the connection to your smart home device

Offline errors may be caused by a temporary drop or slow down in network connection. Use the steps below to refresh the connection to your smart home devices.

If you have frequent offline issues, continue with the steps in the How to fix connectivity issues section to check your connection and check for updates.

Refresh the screen

If you see an offline error when trying to view your smart home camera or doorbell live stream, tap the Refresh arrow in a clockwise circle icon.

Restart the app

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

  1. Close the app on your mobile device
    • iOS®: Swipe up (or double tap the Home button on older devices) and then swipe the app to close it
    • Android™: Swipe up (or press the Recents button on older devices) and then swipe the app to close it
  2. Re-launch the smart home app and try again

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, refer to the other article with instructions on how to troubleshoot power related issues.

  • 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.

How to restart your smart home device

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

  • 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 break it.

Restart your smart camera

Use the following steps to restart your Roku Indoor Camera SE, Roku Indoor Camera 360 SE, or Roku Outdoor Wired Camera SE.

  1. Unplug the USB cable from the back of your camera
  2. Wait 10 seconds
  3. Plug the USB cable back into the power input port on your camera

If you are restarting a Roku Outdoor Camera SE, use the following steps.

  1. Open the charging port on the back of your camera
  2. Flip the power switch to the OFF position
  3. Wait 10 seconds
  4. Flip the power switch back to the ON position

If you are restarting a Roku Floodlight Camera SE, use the following steps.

  1. Locate the breaker switch that controls power to your floodlight camera
  2. Flip the switch to the OFF position
  3. Wait 10 seconds
  4. Flip the switch to the ON position
  • Warning: If you are unsure which breaker switch controls your floodlight camera or you are uncomfortable with the steps, contact a licensed electrician for assistance.

Restart your home monitoring system

Use the following steps to restart your Roku Monitoring Hub or Roku Home Monitoring Accessories.

Roku Monitoring Hub: Hold the Reset button, located on the back of the hub, for 8 seconds and then release the button.

Roku Home Monitoring Accessories: Remove the batteries from the home monitoring accessory and then reinsert the batteries.

Restart your video doorbell

Use the following steps to restart your Roku Video Doorbell & Chime SE or Roku Wire-free Video Doorbell & Chime SE

Wired doorbell installation:

  1. Locate the breaker switch that controls power to your doorbell
  2. Flip the switch to the OFF position
  3. Wait 10 seconds
  4. Flip the switch to the ON position
  • Warning: If you are unsure which breaker switch controls your doorbell or you are uncomfortable with the steps, contact a licensed electrician for assistance.

Wireless doorbell installation:

  1. Loosen the security screw at the bottom of the doorbell
  2. Remove the backplate of your doorbell by sliding it down then pulling it away
  3. Press the Power button to turn the doorbell off
  4. Wait 10 seconds
  5. Press the Power button again to turn the doorbell on

diagram showing the power button on the back of the wireless doorbell

Restart your smart bulb

If you are restarting a Roku Smart Bulb SE (Color) or Roku Smart Bulb SE (White), turn off the bulb manually with the light switch and then turn it back on.

Restart your smart light strip

If you are restarting a Roku Smart Light Strip SE or Roku Smart Light Strip+ SE, unplug the light strip from the power source and then plug it back in.

Restart your smart plug

If you are restarting a Roku Indoor Smart Plug SE or Roku Outdoor Smart Plug SE, unplug the smart plug from the power source and then plug it back in.

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.
      1. Tap Home Home screen icon in Roku Smart Home mobile app from the navigation bar
      2. Select your device
      3. Tap Settings settings icon in Roku Smart Home mobile app in the corner
      4. Select Device info
      5. Check the three bars Signal strength icon in the Roku Smart Home mobile app to see signal quality
  • 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.

  1. Open the Home Home screen icon in Roku Smart Home mobile app screen
  2. Tap the plus sign add a device plus icon in Roku Smart Home mobile app from the navigation bar
  3. Select Add device
  4. Select your device categoryand then select a device
  5. Follow the on-screen instructions

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.

  1. Open the Home screen
  2. Select your device
  3. Tap Settings settings icon in Roku Smart Home mobile app
  4. Scroll to the bottom of the page and tap Delete device

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.

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