03-19-2022 02:37 PM
Had the camera since launch day, when I bought a two pack. One of these always has an issue. For a while it was giving me the error that it was loosing power and on battery mode even though it is hardwired (constant power). Floodlight doesn’t show up in app, nor does it turn on when there’s motion. It does work if I switch the breaker on and off. It also used to work if I clicked the emergency option on the camera (this stopped working after doing all items below)
Things I’ve tried:
This all caused the camera to finally show plugged in and video/audio work but there’s no way of getting the floodlights to work.
does anyone have any ideas? Can I get a replacement or retunr just one of these?
03-20-2022 10:18 AM
Yes, something has changed recently. I had the battery discharge issue until Mid-December, then it magically started working OK. The floodlight system has worked flawless for the past 3+ months.
Then, this weekend, the floodlight simply disappeared from the Home App. The light will cut on with motion in the yard at the same brightness as when it disappeared. It will also cut on if I turn the light switch off and on. But I have zero control of the floodlight in the app.
Camera is still there and is working perfectly.
03-20-2022 10:29 AM
Definitely. I will issue a support request.
I have zero control of the floodlight other than it turning on when I switch the breaker.
03-20-2022 10:34 AM - edited 03-20-2022 10:38 AM
Good luck. You've already performed all the troubleshooting steps (and even extras) that they are going to request. Because they always request the same ones. They will then escalate to an engineering team and tell you they will get back in 3 days. They won't. It will be weeks. Then they will get back with "still working on it." I think that is the support cycle.🤔😅
I can guarantee others are having the same issue, and probably will soon start piling on this post. That's why I came on here, so see if others had the same problem. You confirmed it.😊
03-20-2022 03:53 PM
I’m experiencing the same issue. My wife received a push notification saying that I removed the flood light from the home. We both can access the camera from the Google Home app, but all flood light functionality is gone.
03-23-2022 08:14 AM
Having the same issue, got a notification light was removed last weekend and now can only access camera and cant control the light at all but with motion, i reset and reinstalled teh whole thing and still the same
03-28-2022 08:32 AM
Hi there,
I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue? I know that there's been a delay in response since you posted.
Best Regards,
Brad.
03-28-2022 08:40 AM
Thanks for your reply Brad. However there havent been any improvements and the camera has stopped working. I have yet to file a warranty request but I believe I have exhausted all options. It seems this is a known issue, which also others are experiencing.
How would you suggest we resolve it?
03-28-2022 09:07 AM
Nothing has changed. The floodlight disappeared from the app about a week ago with no interaction from me. The camera works fine. The floodlight comes on with motion as expected, but I have no control or visibility to it through the app. I can turn the light switch to the floodlight off and on and the floodlight will also come on. Everything seems to be working as expected, except I can not get the floodlight back into the home application.
Already performed the reset, reload, reinstall routine as everyone else here has also performed.
03-28-2022 02:57 PM - edited 03-30-2022 10:05 AM
Hey folks.
I'm afraid this is not something that I can help troubleshoot on my end, it must be device-unique, or a bug of some sort. I would suggest that you contact Support to see what can be done.
Best regards,
Brad.
03-28-2022 09:00 AM
I was on the phone with customer service for 85 minutes last week trying to resolve this issue. They made me try resetting the camera, reinstalling, creating a new home, installing and reinstalling to the new home, using a different google account, and even using different cell phone to access the Google Home app. Nothing worked.
They also elevated my call to a supervisor who said my problem is unique but I pointed out there were multiple forum posts on this issue. Then they said they would inform the engineering team and I should get a response in 1-3 days. I was given a support ticket number. After 3 days, I had not heard back and also my camera started to experience the infamous battery drain issue despite being plugged in, so I emailed them asking for a warranty replacement. I was told they would have to get approval. Still waiting to here back. Needless to say, I am not happy.
03-29-2022 08:34 AM
i had the same issue, after a week of resetting and reinstalling i returned it,
03-30-2022 10:08 AM
I'm sorry to hear that you had a poor experience with this product! If that is what you wish to do, glad that you were able too.
Best regards,
Brad.
04-09-2022 08:51 PM
Hi folks,
I appreciate the help @Brad. Glad to hear it's working now. Do you still need further assistance with this? Otherwise we can consider this as resolved, and I will lock the thread.
Regards,
Steve
04-10-2022 11:18 AM
Definitely not resolved
04-21-2022 08:39 AM
Hi there,
Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance.
Best Regards,
Brad.
04-25-2022 08:27 AM
Hi there,
Just checking in to see if you still need assistance with this issue. 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 regards,
Brad
04-26-2022 09:04 AM
Hey Folks.
At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.
Best Regards,
Brad.
04-09-2022 08:05 PM
It appears the latest Google Home app update fixed this issue. I have control of the floodlight again.
04-10-2022 05:26 AM
Did you have to do anything to get it to show up? My last Home update too me to version 2.50.1.7 and still no luck regaining control of the light.
04-10-2022 06:08 AM
I didn’t do anything as far as I am aware. It just suddenly appeared again. The floodlight and the camera are shown as separate devices. Single pressing the floodlight turns it on, while holding it down opens the brightness setting. FYI my iOS app version is 2.50.1.7.
I also just received my replacement floodlight from Google after calling them again to initiate an advance RMA order. However, I will have to return it so I am not charged.
04-10-2022 06:20 AM - edited 04-10-2022 06:21 AM
I’m guessing mine will just reappear at some point. The battery drain problem just went away one day, I figure this will resolve itself as well. Product worked perfectly from Mid-Dec until the floodlight control disappeared.
04-10-2022 11:18 AM
Same for me. Will wait a few days. But uninstalling(for the second time) it and returning it is a HUGE pain for a new product
04-10-2022 11:25 AM
Mine is about 18' off the ground. I'm going to have to ride this out.
Interesting that so many people have identical issues but no silver bullet to fix any of them. Seems fixes are near random.
04-10-2022 11:16 AM
Not for me… the update didn't bring it back
04-10-2022 11:16 AM
Unfortunately not for me. The power issue appears to be somewhat improving. My camera spent a few days showing video with a “purple hue/tint”. Very weird. Now its going back to normal. The floodlight however is nowhere to be found.
04-15-2022 06:50 PM
Of course, the floodlight crapped out again today without me doing anything. Both are greyed out in Google Home and marked offline. So frustrating.