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Nest Camera (WIred) has a big problem with Night Vision (IR) in some environments

Monty_ME
Community Member

I have replaced two Dropcams with the new wired Nest Camera in rooms with windows and light colored walls and they work fine. I tried to replace one in my basement which has no windows and dark walls: Balsam(Green) and overhead recessed lighting (9 -65watt LED Soft White) 

The Nest Camera is set to Automatic ON/OFF night vision. Turns the IR  and B/W video on immediately when the lights go out but NEVER turns it off and resumes color mode when the lights are turned back on. My first thought was a bad camera so after 3 hours on the phone and chat with Google support/store I sent it back and got a replacement.  Installed it and guess what?   Same issue...cannot come out of IR night vision mode by detecting the light. (yes manual does work)

I reinstalled the Dropcam and checked to be sure and yep it worked just fine. Less video color depth/resolution but at least the night vision automatically turn off when the room is lit.

Tried aiming the new New Camera in all different directions... No luck would not turn off the IR and night vision.

Aimed the camera at a tiled wall with an overhead bright "Daylight" LED light and it did work.

Let me be clear. The lighting in my basement is normal. Easy to read or do detailed work. The Nest Camera just cannot handle it where as the oldest Dropcam can!

Either A. I got two bad cameras B. Daylight temperature lighting is required to trigger the sensor or C. a lot of light need to be reflected from all wall and dark paint is an issue

Trying to talk to someone technical at Google is impossible as far as I can tell. If anyone has any experience with this issue please comment.

Thanks

7 REPLIES 7

Lance_L
Community Specialist
Community Specialist

Hi Monty_ME,

 

Thanks for posting in our Community and sharing the steps you’ve taken so far to try and resolve the issue. I’m sorry to hear that your Nest cameras aren’t working properly. Let’s check it out.

 

Since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

 

Best,

Lance

Monty_ME
Community Member

Lance response post in my original note. You have all the correct info needed on me....

Lance_L
Community Specialist
Community Specialist

Hello Monty_ME,

 

Thanks for the follow up information.  We haven't received your form. Have you had a chance to fill it out? Just in case, here's the link.

 

Regards,

Lance

Monty_ME
Community Member

Done. Form sent.

Lance_L
Community Specialist
Community Specialist

Hey Monty_ME,

 

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.

 

Cheers,

Lance

Monty_ME
Community Member

Lance_L  

* I spent 3 hours on the Phone and Chat  (July16) with the "Nest Camera" Business with limited understanding of the people on the other end of the line as to how a nest Camera works other then the cockpit type responses you get from a customer contact management system. Result was to return and replace the new camera with another.

* When the new camera behaved the same I spent DAYS on Chat with the "Nest Camera" Business ( July 21-24) responding to repeat questions and pleading for escalation to a technical contact...fyi I am a retired BSEE Engineering Development Manager in the PC industry. No way could I get to someone who could provide insight into the design.

I guess that is what you get when trying to get hardware help from a software company....

I have 3 new nest camera in my upper levels that all do not display this issue. I am back to running my original Dropcam in the Basement. PS I have a Nest Hub in the basement also which although does not had an IR capability works just fine turning off the display in the dark and on in the light as setup. 

FYI next I will try to upload a photo from the camera when IR was manually turned off. Don't take his as the set orientation since I tried many. 

Regards Bob

Monty_ME
Community Member

Part of my basementPart of my basement