Nest Cameras Through Windows and Night Mode

[dan_]

Please allow us to use night mode with the internal iR LEDs disabled. The shutter speed at night makes everything a blurry mess and unusable. 

Common use case, a camera pointed outside a window. Since you cannot disable the LEDs without also turning off night mode, the camera performs very poorly at night. 

[iamash]

Hi Dan, I'm responding to your other post about the spinning blue wheel (Post from Oct 29, 2021 - which I can’t comment on because it’s locked). I too have been having the spinning wheel problem with my Nest Cam. I contacted Google about this and we went through a bunch of testing. Then determined that the camera was faulty so they sent me a new one. But believe it or not this replacement camera is doing the same thing. After a few hours of use, when I check the live feed, the video does not play and the blue spinning wheel occurs until the camera restarts on its own (about 2 minute process). Then the live feed works, for a while.

I know it’s not an internet or wifi issue because all my other devices work perfectly, and I’ve placed the Nest Cam in the same room as my router (6 feet away).

The Google support person I spoke to asked if the little green light on the front of the camera goes out when the camera restarts. She said if the light goes out, it’s a problem with the camera.

I have a feeling this problem is more common than we think. And I think a lot of people either aren’t aware of it somehow, or think it’s their internet causing the problem.

Now I have to go through the process of getting a replacement camera again (it’s a long process). I may post here again. Also I’ll be posting on Reddit.

[dan_]

Thanks for the reply!

I just tested this and the green light is on while the icon is spinning. The camera resets after 60 seconds, and the light shuts off. You can hear the lens click. This seems like a software issue. 

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Please let me know if you need further assistance. 

Best Regards, 

Kalla.

[dan_]

Nothing has been addressed with this issue. Both of my issues seem like software issues with the product. Can you please help?

[iamash]

When I called Google support about this they made me test the camera with another cable, then test the camera with another adapter. Days and days worth of testing, at my own expense. In the end, no solution. The replacement camera I have has the same problem. 

Please post here when you are done with Google support and let us know the status.

[dan_]

One other thing I noticed is that the Nest logo in the upper right of the video does not show, when the blue icon is spinning. 

Support has not come to any conclusions here.

[dan_]

Update:

Spent 30 minutes with support on chat, who were utterly useless, and continued pushing it was an issue with my wifi, my network, having it too close to an appliance, etc.

The issue is still unresolved, and I'm tired of dealing with Google.

[iamash]

The amount of time I have spent testing and dealing with this camera is unbelievable. I was ready to give up a while ago, but since I'm so invested now, I'm going to go all the way. I'll get 20 replacement cameras if I have to. I'm even doing a little research into class action.

[iamash]

Ok maybe not class action (that's only when harm is caused), but I am looking into consumer protection and the office of consumer affairs (Canada).

[Brad]

Hey folks,

Thank you so much for bringing this up to my attention! I like that idea, and I could see how it could be helpful. I will go ahead and submit this feedback forward for you. Thank you for all of your patience.

Please let me know if you need further assistance on this issue.

Best Regards,

Brad.

[dan_]

In the screenshot above, you can see the image of my camera, which is on the free plan, through the Nest App. The  blue icon in the center will spin for 60 seconds, the camera will then restart, and then the live view and camera works as expected for a few hours. The app will also continue to display live view if you open the app again, for a while.

You'll also notice in the lower view, the Nest logo is not present in the image. This returns once the camera resets.

[iamash]

I just finished my call with Google Support about my camera. They are sending another replacement camera.

What we discussed:

1. He tested my camera and said the RSSI signal was excellent, but said there was some interference which could be caused by video game controllers, microwaves, mirrors. I told him I have tested the camera in different rooms, none of which contain these signal interfering objects. 

2. I explained (again) that my internet is excellent and none of my other devices have connection problems. I also explained how I have also tested the camera in the same room as my router.

3. I provided serial number and he said he would submit to senior support team to see if there is a common problem with these batches of cameras. He said that would take a long time to uncover.

4. I said I would go through one more replacement camera, then I will need a refund (I'm being very generous here)

So, no solution. Just more delays. I will report back on my third camera.

[Brad]

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.

[dan_]

Thanks for checking in Brad.

Nothing's been resolved, no one's reached out to me, the problem still exists.

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

1. Open the Google Home app

1. .
2. At the top right, tap your account.
3. Tap Feedback 

1. tap the type of device you'd like to submit feedback for.
2. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
3. In the feedback summary, write a brief description of your issue.
4. Be sure to check the box for Screenshot and System logs.
5. To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best Regards,

Brad.