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Google - Your Support "Solutions" don't help. Inconsistent Night Vision!

Joharred
Community Member

My night vision camera is woefully inconsistent. Sometimes its great, some times terrible. Looking at my history, there is no rhyme or reason as to when the night vision is good. The change happens at all times of the night.

Your support staff was not helpful.

1. Solution 1: Try resetting the camera. Answer: Well, it is 12 feet of the ground and I don't own a ladder. I had it professionally installed, which I'm sure google got compensated for via their install service.

2. Solution 2: Try moving the camera. Answer: This was already professionally installed!! Holes drilled in the house. It's 12 feet up. This answer is lazy and doesn't work.

There is absolutely no explanation why it works sometimes and sometimes not. It is the dead of night. There are no other lights or IR interference sources. It just doesn't work right.  This is supposed to be state of the art equipment. PROVIDE ADEQUATE SUPPORT!

5 REPLIES 5

Brad
Community Specialist
Community Specialist

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 am terribly sorry to hear that you have had such a hard time with this! I would love to look into this issue further and help find a solution for you. First off, I have some questions I’d like to ask you.

  • 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.

Joharred
Community Member

Hi - is there any way to reset the unit remotely? It is 12 feet off the ground - i have no way of reaching it without a professional (it was professionally installed by Handy).

Brad
Community Specialist
Community Specialist

@Joharred

 

I am afraid there is not a way to remotely restart or Factory Reset. You would need to physically remove the device from where it is to restart or Factory Reset it. Please let me know if you need further assistance.

 

Best Regards,

Brad.

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

Joharred
Community Member

The person who reached out to me told me I had to move the camera after I said multiple times I can’t move the camera. I had it professionally installed by your provider 13 feet high. I’m getting nowhere.