Rogers SmarHome Android Apt

[dxn131]

I tried several times to login to Rogers SmartHome Android apt from my cell phone while I was away from home. The Apt does not work at all. The 'SmartHome' apt used to work before while I was away from home. This apt always looks for my home router and tries to connect to when I am in Toronto. Why can't I check or monitor the security of my home from Rogers SmartHome Android apt when I am away from home?

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[dxn131]

I just tried to use "Smart Home" from Rogers Android apt again. My phone data is always 5G bandwidth. I followed your instructions to clear the cache in "Smart Home" apt, then restarted my phone. Unfortunately, the issue of the security camera connection is NOT resolved. I got the same error message display on my phone screen. Any other suggestions might be good. Thanks.

[RogersMoin]

Hello, @dxn131.

Thank you for joining our Community and for your post. We understand how inconvenient it can be when the Rogers Smart Home Monitoring app is not functioning as expected while away from home.

Are you out of the country? Certain apps may not function when connected to some foreign cellular networks.

To better understand the situation and provide you with the most effective solution, please provide us with the following information:

• Do you have a VPN service/app running on your phone?
• Do the other apps, like MyRogers, etc., work when connected to the same cellular network?
• Are you using your own router besides the Rogers Gateway modem?
• Are you getting any error messages after launching the app?

You can Live Chat with us so we can troubleshoot the app connectivity. Thank you for your patience and understanding!

Regards,

RogersMoin

[dxn131]

Good  morning.

Please follow up with my answer below:

• Do you have a VPN service/app running on your phone?
• No, I do not USE VPN in my smart phone.
• Do the other apps, like MyRogers, etc., work when connected to the same cellular network?
  Certainly. I have other Android apps running on my smartphone, such as 'Ecobee', 'Wemo', and 'myQ'.
• Are you using your own router besides the Rogers Gateway modem?
  I do not have any other router besides the Rogers Gateway modem in my house.
• Are you getting any error messages after launching the app?
  Yes, I have an error message after launching the app. Error msg "Driveway Camera - Communication failure"
  
  Please let me know what your solution would be?
  
  Thank you.

[RogersCorey]

Thank you for answering those questions @dxn131!

Are we correct to assume that you're able to use the app and view your cameras when you're at home connected to your WiFi network? Or are you encountering the same issue even while at home?

Have you tried installing or using the app on a different device to eliminate any chance that this is a device specific issue?

Regards,

RogersCorey

[dxn131]

No. Rogers Smart Home app does not even work when I am at home. When I launch the app, the app tries to connect to the Security Router, and the message says "Trouble Connecting To The Security Router".

In the same token, The Rogers console center also displays the message "Network lost". I will call Rogers Security Help Desk soon. If you have any other suggestions, please kindly let me know.

Thanks.