IQ Outdoor camera shows grey lines screen. Has audio but no video.

[JuliaC]

Hi! I have 2 IQ cams installed in my house. Recently, one of IQ cam start showing grey lines screen with audio still working. I try few times to turn it on/off, it's not working. Only if I switch it completely off for whole day and turn it back on, then it will work only few hours and turn to grey lines screen again. I installed it about 1.5 years ago, running software 4820010. Please see attached link for photos of the grey lines screen. Please help me solve this issue. Thanks!

https://share.icloud.com/photos/018qUQp9IukhMXwfXn4C5T34w

[Minnjo]

For me, I either have to restart the camera or, if remote, rotate the camera view 180 degrees in Settings to correct the image.

[janthadeus]

Hi folks,

Checking in — have you tried the steps shared by Minnjo? If so, how did it go? Let me know if you need more help.

I appreciate your help, Minnjo.
 

Thanks,

JT

[EmersonB]

Hi everyone,

@JuliaC I just wanted to jump in real fast to see if you still need assistance with this. Let us know if you have more questions in mind.

@Jt and @Minnjo I appreciate your response.

Regards,
Emerson

[EmersonB]

Hi JuliaC,

We haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

Best,
Emerson

[JuliaC]

Hi! It’s back on working for few days now, but I’m still worried it might happen again. What cause this grey screen issue? 
thanks!!

[EmersonB]

Hey JuliaC,

Thanks for getting back to us. This happens when the refresh frequency of the light source is close to the exposure rate of the camera. The camera tries to detect and correct this issue, so you can choose to wait for the issue to resolve. Otherwise, you can perform these steps:

• If the light can be dimmed, set the brightness to a different level.
• If possible, test a different brand and power level of light.
• Adjust the camera field of view away from the light source.

Nest servers and the camera dynamically adjust the resolution of the video stream so that it matches the available bandwidth. When the network slows down, video resolution drops and when the network speeds up, video resolution increases.

Keep us posted.

Regards,
Emerson

[EmersonB]

Hi JuliaC,

Thanks for getting back to us.  If you have other questions and concerns, feel free to let me know.

Thanks,
Emerson

[EmersonB]

Hey JuliaC,

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue. If you have other questions and concerns, feel free to let me know.

Regards,
Emerson

[JuliaC]

Ok! I’ll keep that in mind if this did happen again. Thanks for the quick response.

[janthadeus]

Hi folks,

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.

Thanks for your help, Emerson.

Best,

JT