Nest Cam IQ Outdoor - Night Vision not working

[thomatrix]

Hi all,

A couple of weeks ago Night Vision of my cam stopped working. I have tried a few things to see if I could solve it but I would like to hear if someone here has experienced the same issue and if there is something besides the things I have already tried that might solve the issue.

Relevant information:

* There has been no exterior changes in the environment (there is a very faint light in the street but that has always been there, including when it worked. So not lights shining into the cam lens)

* I have tried restarting the cam

* I have tried removing and re-adding cam in the iOS app

* I have tried switching between Auto, Off and Always On night vision settings (the image turns to b/w so it does turn night vision on when "Always On" is selected)

* I have tried a factory reset of the camera

As you can see on the images below it seems like there is some infrared light during night but the image it records is pitch black...

Running out of ideas and curious to hear what you make of the images below...

Any ideas or suggestions?

[thomatrix]

No Suggestions?

[janthadeus]

Hi thomatrix,

Thanks for reaching out! I'm sorry to hear that and for the delayed response. Let's sort this out — a few questions: do you have other devices such as motion sensors, Nest Protect, or other IR sources? Is it located in your front door? Also, when did the issue start?

Give these steps a try:

• Move your camera away from these devices (motion sensors, Nest Protect or other IR sources).
• Reposition your camera where there's better lighting.
• Restart your camera.

Let me know how it goes.

Thanks,

JT

[aatienza]

Hey thomatrix,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, JT.

Thanks,

Archie

[aatienza]

Hey thomatrix,

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,

Archie

[thomatrix]

Hi Archie,

apologies for the late response.

I have tried the suggestions but it did not solve the issue I'm having.

Any other things I can test to troubleshoot?

[aatienza]

Hey thomatrix,

Thanks for trying those steps. Let's check this further — could you fill out this form and let us know once you're done?

Thanks,
Archie

[janthadeus]

Hi thomatrix,

We haven't received your form. Were you able to fill it out? Do you still need help?

Thanks,

JT

[aatienza]

Hey thomatrix,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

Thanks,

Archie

[thomatrix]

Hi Archie,

have not heard back from your team yet. Maybe you could wait and lock this thread once the issue has been dealt with?

Thanks

Thomas

[janthadeus]

Hi there,

Thanks for the update. No worries, we'll keep this thread open for a few more days. Please keep an eye on your email as someone from our team will reach out to you to assist you further.  

Best,

JT

[janthadeus]

Hey there,

Checking in to see if you have further concerns about your Nest IQ Outdoor camera? Feel free to update this thread, and we're happy to assist you further. 

Thanks,

JT

[thomatrix]

Hi JT,

still waiting for a response from your team.

Filled out the form so if you can get someone to look into it and get back to me that would be great 👍🏻 

[janthadeus]

Hey thomatrix,

Please keep an eye on your email as someone from our team will reach out to you to assist you further. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments Please let me know if you need further assistance.

Best,

JT