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Indoor cam infared creates shadows

RD759
Community Member

Hello! 

Has anyone come across an issue with the indoor wired cam (gen2) in night vision mode the picture quality drops and the feed is dark and spooky? 

Seems to be happening once a day and needs a power off restart to restore the image to it's normal good quality. I've attached a screenshot to show what I mean. 

Theres chat around the surfaces being reflective but it's fixed in the same place in the same conditions so I'm stumped.

Any suggestions welcome!

Screenshot_20220924-203443~2.png

Screenshot_20220924-203429~2.png

 

18 REPLIES 18

DosePipeSututut
Community Member

I have the same issue using it as baby cam as well, one way that "seems" to help is to turn the camera away from the wall, i.e. less wall more floor in the frame.

 

RD759
Community Member

I agree with it being a part cause of the issue, the reflective surfaces for the infared. What I have to question is why it doesn't reset. When it flips to this dark shadow it's as if not all of the infared is turned on.

The only I've found to reset it is by pulling the power out, which does get boring after a while. 

DosePipeSututut
Community Member

I find with Google products they're never close to being 99% fit for market.

They're all like always a MVP or in some evergreen test cycling lol.

A good example is when you're streaming Bub's camera and someone rings your Google Doorbell, one would assume/expect the Bub's stream to resume after the visitor alert is shown. But nope, it kills everything and returns back to the home screen - real useful, not.

LK18
Community Member

Hey, not sure if this helps, but I have an ongoing post that is similar to this one.

Basically, we bought and installed our Nest Indoor Gen 2 just a few days ago, and The night vision has never worked. It always displays a glaring image of the walls, and nothing but blackness in the middle of the frame.

if we turn night vision off, then back in, for one fraction of a second, you can see everything, but then the night vision refocuses to black. Several people on my thread said they started experiencing this a couple days ago as well.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Indoor-Camera-Night-Vision-Too-D...

Sounds like it's software related, and wasn't tested properly prior to release.

Google products, ever green MVP lol. 

Sigh, I regret getting the Google nest products.

RD759
Community Member

Looking at the other thread. That's too close and coincidental for it to not be related to a software update by the seems of it. If only I had the confidence that it would get rectified...

 

Brad
Community Specialist
Community Specialist

Hey there,


Thank you for bringing up the concern you're experiencing, I would love to look into this further. 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. Please let me know if you're still experiencing this after the restart. 


Best regards,
Brad

LOL the old power off and power on, that's not fixing the night vision strategy that has been poorly implemented.

LK18
Community Member

Brad,

I just did a factory reset on the device and removed it from my account, then added it back.

The problem is still persisting.

I believe there is something wrong with how the software is focusing the infrared light. I say that, because for a second, the camera “works” and I can see the room clearly when it is dark out. And then in an instant, the IR refocuses and the view becomes black again.

RD759
Community Member

Sorry Brad, not sure you've read the original post where I'm telling you I'm restarting it once a day to keep it vaguely working. And gasp, it's not fixing the issue. 

If you're then going to tell me it's an issue with my WiFi I'm going to tell you it isn't since it's only an issue with my only gen 2 camera. Gen 1 are all unaffected unsurprisingly. 

Would you mind advising of any updates that have recently rolled out please? It's looking increasingly likely that's where the issue has started for a lot of us. 

Brad
Community Specialist
Community Specialist

Hi there, 

Thank you for trying to restart your devices first, as that is part of our initial troubleshooting steps that we suggest. If you're still experiencing this, please fill out this support form, so a higher tier of support can reach out to you to for further troubleshooting. 


Best regards, 
Brad

janthadeus
Community Specialist
Community Specialist

Hi there,

 

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread. 
 

Best,

JT

RD759
Community Member

Fantastic update from the chat support:

 

If the image is too dark, please move the camera to an area with more appropriate lighting, or to change the lighting in the area if the camera can’t be moved. 

 

RD759
Community Member

Last update, apparently it's a hardware issue so will be sorting a replacement. 

 

What a faff.

LK18
Community Member

I need the name of your guy so they can replace mine too.

RD759
Community Member

Ask for Arthur

janthadeus
Community Specialist
Community Specialist

Hey everyone!

 

RD759, cool, glad to hear! Thanks for sharing your interaction with our support team. If you need help in the future, you know where to find us.

 

LK18, please also fill out the form so we can further assist you.

 

Thanks for your help, Brad.

 

Cheers,

JT

janthadeus
Community Specialist
Community Specialist

Hey LK18,

 

Checking back in — how's it going with your Nest camera? Still need our help?

 

Regards,
JT