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Black line with 2nd Gen Doorbell wired

HV5822
Community Member

I have a few Blacklines/bars with 2nd Gen Doorbell wired>>>   Video has 3-4 black bars on the video only at night.   After a factory reset and cleaning of the lens still have the same issue.  

I see others are experiencing the same issue with the 2nd Gen Wired doorbells and LED lights in the area.   

 

Will Google provide a firmware update to address LED lights at night?

 

2023-04-06_160734.jpg

 

 

6 REPLIES 6

EmptyNester
Gold Product Expert
Gold Product Expert

Hello,  How old is your camera?  It sounds like it is broken.  If it is less than 1 year Google will replace it under warranty.  If not then you are on your own.

Here is a link to open a support ticket and then you will be able to escalate it to a phone call  I believe they are there 24/7.  

https://support.google.com/googlenest/gethelp

Jeff
Community Specialist
Community Specialist

Hi HV5822,

 

I just wanted to check in to see if you were still looking for some help on this or to see if you contacted support and found any help through that route. If you're still looking for some input, just let us know.

 

Thanks,
Jeff

HV5822
Community Member

Yes, still having issues and support wants me to return/replace the doorbell.   that has not helped others (see some additional info below from another user):    Google needs a firmware update to address LED lighting

 

HV5822_0-1681323796549.png

 

Jeff
Community Specialist
Community Specialist

Thanks for sharing that to this thread, HV5822.

 

I have actually seen a similar effect in photography where certain lights create bars in images due to the light's refresh rate being a bad match for shutter speed. I guess that translates directly to these doorbell cameras as well.

 

I would need to see if this is a hardware issue (based on the camera's physical limitations) or a software problem (firmware) to know if compatibility could be achieved. The short term workaround would be to try a different light bulb and test results. Not all LED bulbs run at the same refresh rate.

 

Thanks,
Jeff

janthadeus
Community Specialist
Community Specialist

Hey there,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

I appreciate the help here, EmptyNester and Jeff.
 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hello there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Best,

JT