Nest Cam 2nd Gen Quality

[zazmb]

Hello,

I recently picked up a 2nd gen wired Nest Cam and am experiencing a weird, frustrating issue.  During initial night recording the cam starts out incredibly blurry, to the point where nothing is distinguishable.  I physically have to move the camera around, turn lights on and off and then I will notice the live playback hitches and gets kicked into a very good quality.  Hard to explain, but if I unplug the camera at night for a few seconds and plug it back in the problem is repeatable everytime.  What's most concerning is when it becomes night and I'm not home to fiddle with it, the image quality stays very poor.

Hopefully attached screenshots will make it clear.  I have incredibly fast internet, and signal strength is as strong as can be as it's 5 feet away from the router.

Flipping between High and Max video quality in the app does not solve the issue.  Also tried factory resetting which also made no difference.

And yes it is looking through a triple pane window, but I don't believe that is the root cause as during the day the image is great.

Thinking it might be a hardware/firmware issue as I mentioned moving the cam around, flipping lights in the area on and off will cause the image to hitch and refresh with very good quality as shown

[MplsCustomer]

@zazmb 

If you point a camera with infrared night vision through a window, you will often have issues with the infrared light reflecting off of the glass. Some people have been able to mitigate this by enclosing their camera in some kind a dark box.

[zazmb]

@MplsCustomer 

I do not use the night vision, there is enough ambient light to not require it.  The pics I posted are with it off, which is evident by the image being in color vs black and white which it would be with night vision.

[MplsCustomer]

@zazmb 

I'm not skilled in camera technology, so I don't know whether there are other impacts on image quality (beyond glare from infrared lights) when a camera is aimed through window glass. Perhaps there is still glare from the glass. Does the level of indoor lighting have any effect on the quality?

[zazmb]

@MplsCustomer 

No the indoor lighting has no effect on the quality.  I did a test last night of it pointed at another area inside my place and the result was the same.  Very poor quality until I fiddle with the cam and lighting which again caused the cam to kick into high quality

[EdmondB]

Hello folks,
 

I'm sorry to hear about your experience on your Nest Cam Indoor . We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.
 

I appreciate the help, @MplsCustomer.
 

Thanks,
EdmondB

[EmersonB]

Hey everyone,

@zazmb, we wanted to follow up and see if you were able to fill out the form? Let us know if you have additional questions.

Thanks for answering, EdmondB and MplsCustomer.

Regards,
Emerson

[EmersonB]

Hi zazmb,

We haven't received your form — were you able to fill it out?

Best, 
Emerson

[EmersonB]

Hello zazmb,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Thanks, 
Emerson