topic Re: Pink Video on new Gen 2 indoor wired nest camera in Cameras and Doorbells

Pink Video on new Gen 2 indoor wired nest camera

Gaze — Mon, 12 Dec 2022 19:47:13 GMT

Both of my brand new nest cameras are having a strange colour shifting issue. The videos appear to have a pink hue to them, the image is doubled up and slightly shifted and there is a black bar at the bottom.

Troubleshooting online I've come across a few explanations as to why this could be happening:

Temperature - This can't be the case as I'm using both cameras indoors and the temperature in my house is set to 20C / 68F. The camera is not cold or hot to the touch either.

Night Vision - I have the camera operating in a brightly lit space so I have the infrared set to off by default. In the interest of sorting out this issue I've toggled it on and off, set it to auto, set it to always on - this did not fix my issue.

Reset / Factory Reset - This worked as a temporary solution. However it ultimately reverts back to how it was in a day or two. It probably goes without saying, but having to pull down the camera and reset it on a regular basis is not a proper solution to this issue.

I purchased two of these cameras on November 20 and December 6 was when the pink hue first appeared on one of the cameras. A few hours later the pink hue disappeared but there was still a black bar at the bottom of the video and the video was doubled. An hour after that the video wen back to normal. The next day the pink colour shift returned - seemed to fix itself again a few hours later. The next day the colour shift returned -etc.

I wasn't around to trouble shoot the issue until a few days later. Trouble shooting offered the same results as not doing anything at all.

Just today I noticed my second camera has started to do the same thing.

I'm disappointed that I'm having to do any of this troubleshooting just a few weeks after buying these cameras. I've noticed that others are seem to having this issue. Is there a permanent solution to this issue? I may have to go with another camera system if these require a regular reset.

Thank you,

Gaze

Re: Pink Video on new Gen 2 indoor wired nest camera

colgbo — Wed, 14 Dec 2022 13:45:57 GMT

I have the same issue with one of my cameras. When it happens (which isn't too often) I turn the camera off and back on and everything works normally.

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Wed, 14 Dec 2022 18:34:40 GMT

It happens just about daily, or every second day for me. A regular reset on a security camera is a bubblegum and duct tape solution. I bought this camera to use in a location that I'm not physically at. Pretty annoyed that I'm having major issues with 2 of these cameras straight out of the box. wild.

Re: Pink Video on new Gen 2 indoor wired nest camera

Brad — Mon, 19 Dec 2022 18:27:21 GMT

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Mon, 19 Dec 2022 18:34:26 GMT

Hi Brad,

Thanks for getting back.

As mentioned in my original post I have done a restart on the device as well as a factory reset. Worked as a temporary solution - ultimately am having the same issues.

Thanks,

Gaze

Re: Pink Video on new Gen 2 indoor wired nest camera

Brad — Tue, 20 Dec 2022 17:24:36 GMT

@Gaze

Thank you for restarting your device. Have you made sure that your app is updated in full? We have sent out some recent updates that might be a huge help to you. Also, make sure that there isn't any other bright light sources near the camera, just to verify it isn't another light messing with the camera settings.

Best regards,

Brad

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Tue, 20 Dec 2022 17:29:07 GMT

Hi Brad,

I have attempted both suggestions. The colour shift is not caused by another light source. I've also updated the app.

I ended up calling Google support. I went through the troubleshooting steps with a live agent. Still no permanent fix. They've arranged for me to send back the camera and am now waiting on a replacement.

I will be updating this thread if the replacement camera ends up having this same issue. Fingers crossed it does not.

Re: Pink Video on new Gen 2 indoor wired nest camera

Brad — Tue, 20 Dec 2022 17:43:23 GMT

@Gaze

Thank you for the update. I hope the replacement works for you. Please keep me posted.

Best regards,

Brad

Re: Pink Video on new Gen 2 indoor wired nest camera

TechSavvy70 — Tue, 20 Dec 2022 19:18:57 GMT

I have 3 cameras, each in a different room that turn pink every 3 days or so. Today all 3 turned pink, 2 within a couple minutes of each other and the 3rd about an hour later. When this happened, the sky had turned blue from cloudy. As usual, I turned off each camera remotely for a few seconds and then back on. This always fixes the problem, but the problem typically occurs a couple days later. I would think Google would have figured out this problem and provided a software fix by now.

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Tue, 20 Dec 2022 19:31:56 GMT

It sounds like we both received defective products. I'm looking forward to to see if it happens to the replacement camera that's being shipped to me.

It probably goes without saying, but I don't think having to reset a security camera on a regular basis is an acceptable solution. These cameras are expensive as well, so extensive troubleshooting out of the box is something I'm not particularly thrilled about either.

That being said, I am happy that Google has been responsive in terms of assisting with my issues. Of course I would prefer to not have to call them at all!

Re: Pink Video on new Gen 2 indoor wired nest camera

Brad — Wed, 21 Dec 2022 16:26:11 GMT

Hi there,

Glad to hear that simple restarts tend to work for some of you. If you are waiting on a replacement, please let me know if you run into this again.

Best regards,

Brad

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Wed, 21 Dec 2022 18:25:57 GMT

To recap: A simple restart did not work for 2 of the 3 people in this thread - 5 of the 6 cameras mentioned in the thread require multiple resets a week which is not an acceptable solution. Colgbo required a reset, just not as frequent as the rest of the cameras.

I received the replacement and I'm having the exact same issue in less than 24 hours. I have done the standard trouble shooting on my end. I'm going to call an agent to see if I can have this resolved. At this rate it seems unlikely. I will update the thread either way.

Re: Pink Video on new Gen 2 indoor wired nest camera

janthadeus — Thu, 22 Dec 2022 01:47:52 GMT

Hey Gaze,

Thanks for giving us an update. We appreciate your efforts here. Sure, no problem. Keep us posted. We’re here to help.

Thanks for the help, Brad.

Best,

Re: Pink Video on new Gen 2 indoor wired nest camera

Lex_Trial — Thu, 22 Dec 2022 19:15:08 GMT

Hi, I am having the same issue with my 2 indoor wired cameras. I can reset them and the pink is gone, but it comes back within a day or two. I've already returned 1 of them, thinking maybe it was faulty. the new camera had the same pink within a day of setting it up. I'm following this thread to see if there's a real solution. This is very disappointing considering it's a Google product.

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Thu, 22 Dec 2022 20:00:53 GMT

Just got off the phone with Google. Unfortunately there was no technical solution to fix this issue. I'm shipping all three units back to get a refund. I wish this story had a happier ending!

Just to reiterate - this is not a problem with IR/Night Vision. This is a reoccurring issue with the Indoor Wired Nest Camera (Gen 2).

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Thu, 22 Dec 2022 20:04:44 GMT

I'm sharing the same frustration and disappointment as you. I decided to go with this product even though it cost more money than some of the alternatives. I was willing to spend a bit more to go with the Google product. The customer support has been excellent, but the camera itself does not work reliably. Got off the phone with Google and am shipping all three units back for a refund.

Re: Pink Video on new Gen 2 indoor wired nest camera

janthadeus — Tue, 27 Dec 2022 00:20:32 GMT

Hey folks,

We appreciate your efforts here. As a user myself I understand where you're coming from. Let's check this out — could you fill out this form and let us know once you're done?

Looking forward to you response.

Thanks,

Re: Pink Video on new Gen 2 indoor wired nest camera

Gaze — Thu, 29 Dec 2022 19:23:57 GMT

Hi Janthadeus,

The form you linked to appears to be a generic Help Center form. Unfortunately we are well past that point. I've already gone through troubleshooting, reaching out to the nest community, calling customer support and have already shipped all three units back to Google and have received a full refund.

Disappointed that these cameras don't work. Hopefully Google addresses this issue so others won't have to eat up their personal time troubleshooting brand new devices!

Thanks for the assistance!
Gaze

Re: Pink Video on new Gen 2 indoor wired nest camera

EmersonB — Thu, 29 Dec 2022 21:50:10 GMT

Hello everyone,

@Gaze thanks for getting back to us. The form that JT has shared is for you to reach our support team. In case your Nest Camera is under warranty and if it needs replacement then they are the one who's going to process it. We don't have the tools here in the community to do that, that's why we give our forms to the users. We know where you're coming from and we really wanted to give you our assistance as much as possible. Well take note of it and ensure that we'll learn from your experience as we continually improve our products and service. Rest assured that we'll take this as feedback. We'll learn from this to deliver a better process and experience in the future. Aside from your feedback, is there anything else I can help you with?

I appreciate your help, Brad and JT.

Regards,
Emerson

Re: Pink Video on new Gen 2 indoor wired nest camera

proglems — Sat, 31 Dec 2022 07:26:52 GMT

I’m having exactly the same issue and had hoped there was a firmware upgrade or another solution besides everyone saying they have this issue and Google CS replying with ¯\_(ツ)_/¯.

heres 2 screenshots of my feed today

img 1

Img 2