Faces neither familiar or new

[KenR]

The camera detects a person whose face is clearly visible.  Yet it neither categorizes the face as familiar or new.

Also, it would be useful if you were able to chose to receive notifications of unfamiliar faces and persons whose faces could not be detected, but not for familiar faces.

[Brad]

Hi there,

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I can definitely understand how frustrating your situation must be. I would love to help you find a solution to this issue. 

• Do you still need help with this issue?

• What troubleshooting steps have you done thus far? 

• Have you tried to restart your device if you haven’t already?

• If the restart didn’t work, have you tried to do a Factory Reset? This would be a last resort option, but would clear out issues and the device would essentially be ‘brand new’

Please let me know if you need further assistance. 

Best Regards,

Brad. 

[Brad]

Hey folks.

Just checking in to see if you still need assistance with this issue. If so, please let me know and I would love to look into this further for you!

Best Regards,

Brad.

[KenR]

Thanks for getting back to me. After reviewing the clips there seems to be 2 main problems resulting in the camera failing to identify faces as either new or familiar. First, there is a delay in starting the recording such that as the person is coming toward the camera, they are Amos already past before the recording kicks in. Second, there is a moment of instability in the exposure level of the camera beginning just after the recording resulting in degradation of the first key moment (especially given the recording delay). I don't understand the instability as the camera seems to start with proper exposure only to flash or over expose the image momentarily. Thus by the time the camera stabilizes the camera is looking at their back side. 

Ken

[Brad]

@KenR

How is your internet connection? It sounds like it may be buffering if the Internet connection is on the weaker side. What is your Mbps upload speed? I would give the device a restart, as that could also help clear out this issue.

Best Regards,

Brad.

[KenR]

The camera is about five feet from a Google Nest router and I am running fastest available Verizon FIOS so I'm guessing wifi is not the issue.  Have restarted camera without improvement.

Ken