Night Vision Failing

[YamR6]

Running into an issue with a Cam IQ Outdoor. Night vision used to work fine and the position of the camera hasn't change. 

It looks like the IR cut filter is only applying 1/4 of the way at night. I see a straight cutoff where I can see night vision and where the other half of the image is dark like it is not being illuminated by the IR light.

I've seen this line gradually move lower throughout the night. Has anyone experienced this?

I toggled on Nightvision from off/auto/on. Rebooted the camera as well.

Is everyone else experiencing a high failure rate on the IQ Outdoor cameras?

[aperezdeleon]

Hello YamR6,

Thanks for reaching out to our community.

It's not what you expect to be unable to view the night vision footage properly, but let's fix it together.

Since when did you notice the night vision not providing a proper image? I suggest cleaning the lens of your camera with a soft cloth to avoid damaging it. If your camera has any dust, thumbprints, or dirt, it could affect the recording quality.

It's important to note that objects or surfaces near the camera (like a wall) can also impact the camera's recording quality and, consequently, the night vision. To address this, try adjusting the camera's angle to prevent any obstructions from directly affecting its view.

Let me know how it goes.

Regards,
Angel.

[YamR6]

This started happening about 2 weeks ago. This is not an exterior issue. (I did inspect and clean the exterior lens) As the video looks perfectly clear during the day time and at dusk.

I've done the standard troubleshoot. 1) Toggle the Night Vision On/Off/Auto 2) Rebooted the camera 3) Toggled the Status Light to  Low/High/Auto. 4) Reset the camera to factory 5) Toggled the video on and off

None of the issues address that I have partial night vision. It looks like the IR cut filter is stuck mid-way. I can see a straight vertical cutoff of darkness in the video, while the other portion correctly displays night vision.  This happens at different heights. I've also captured footage where I can see vertical cutoff slide down abruptly and then my night vision works. This will then get stuck again the following night.

[aperezdeleon]

Hello YamR6,

Thanks for your reply.

I've seen you've done a lot of troubleshooting steps already. I really appreciate that. However, I think the best course of action for now would be for you to fill out this form. Doing so will allow my team to reach out to you directly via email, so we can take a closer look at your camera and any footage that can help us determine what might be the reason your camera is only partly giving you night vision.

Let me know once you've filled out the form. I'll keep an eye out for your response, that way my team can reach out to you as soon as possible to gather more information.

Regards,
Angel.

[YamR6]

I've already opened a case on this. Case ending in 37094 a few days ago. I haven't gotten any responses back to the case. I've attached the screenshots to that case.