Night Vision Too Dark

[SuperTrollMan]

Hi All,

I've recently installed new Google Nest Cameras.

They had been running perfectly, however I noticed night vision on 1 of the camera's had deteriorated significantly.
I toggled the night vision from auto, to on, to off and back to auto.
Its definitely on when its on auto, but its considerably poorer than a week ago (a lot darker).
The camera's are mounted and wired with the genuine Google cable, so they haven't moved or changed any other factors.

When looking at the 2x 'battery' camera's I have, the other one was working perfectly fine.
I noticed the firmware had changed on the one having issues "nq-user 1.67 OPENMASTER 361459"
Whereas the working camera was running 1.65 of the software.

I started chatting to support about this, they had me restart the camera this afternoon, which didn't change the issue unfortunatley.

I then noticed the working camera started showing the same symptoms, upon checking the Home app, it has now been updated to 1.67 aswell.

The same shot 24 hours apart has significantly poorer night vision and the only common denominator I've been able to come up with is the 1.67 firmware having issues.

Is anyone else seeing this?

[AA2077]

Is there ANY update from Google for a fix to the poor image quality from the 1.67 update to the Nest Cam (battery)?  It has been weeks.  It is difficult to find anything from them that isn't patronizing or a runaround.  

I may be looking in the wrong area, but is there a list from Google of release notes for each firmware update?  (To anyone from Google)  If not, why not?

Is there any page that lists issues and features being worked on? 

Features such as: 

(1) adding a date/time stamp to clips which, in addition to the clip itself, is the second most important feature of this type of product IMO;

(2) the ability to make and trim a clip from the 24/7 recording.  We can do this for video games (xbox) but not for a security camera;

(3) the inability to mute sound during live view;

(4) the many other features and issues discussed on here and elsewhere.

Thanks ahead of time.  I don't like being negative but I expected more from Google when I purchased their cameras and hubs.  

[RavenManiac]

It looks like Nest released firmware 1.67c on June 22, 2023. I wonder if this is a new, updated version of 1.67. https://support.google.com/product-documentation/answer/13588832#zippy=%2Ccameras-and-doorbells

If so, I have no idea how to force an update.

[AA2077]

Thanks for the link. Security updates are good but it doesn't seem there's any fixes for the poor image issue. My cameras don't have this update yet either. I've read updates go out in batches so it takes a while for some.

[EdmondB]

Hey everyone, 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 

Please note that once moved, this original thread will be locked.

Best,

Edmond

[AA2077]

Coming on a month Google.  A lot of merging of threads and canned responses but no updates to the issue.  Google owes the community specialists here more to give us.  Where is the pinned comment stating Google is aware and working on the fix?  Or better yet, after so much time already, here you go the fix is rolling out.

Where is the list of release notes for firmware updates?  A page with features being worked on so people stop posting the same thing?

I feel like i just donated to a startup company that's going out of business.

The first thing you see on the Google Store for Nest is "Your helpful home starts here."

I'm waiting.

[CaliforniaLove]

News flash! Google does NOT care about their customers. Plain and simple. Their actions speak louder than words.

[RavenManiac]

I just got off a chat with Google tech support, which is surprisingly very good. The rep I chatted with said that Google is very aware of the problem with firmware v1.67 and an update is coming soon. I guess we just need to be patient. 😎

[CaliforniaLove]

Patience? Excuse me? We have been waiting over a month for something that should have never happened in the first place. Had Google been a reputable and good company, they would have allowed us a way to revert back to old firmware versions, or a button that says we do not want any new updates. Instead, Google takes it upon themselves to do whatever they want - as they like, and do these "power play" moves where they have all the control. I can assure you, Google is losing customers left and right after this fiasco. They sure as heck lost me.

[Egreene]

On Monday afternoon around 8:45pm EST on 6/5/23 the Google Home App updated and is totally different than it was before. After this update the nighvision on all of my cameras is so black...the only light you can see is the lights on a car going by, or my neighbors porch light. Everything else is pitch black. You can not even see me walking around starting at dusk in my yard.  During the day the color tones and hue on the video quality is also now messed up after this update. For example, Daytime hours video is so bright it is making the video quality appear faded/washed out. For example, dark green grass is now showing as yellowish alittle bit green, beautiul blue sky is now all gray like it is about to rain, my neighbors teal door is now a very pale blue. In summary its just hard to look at such poor video quality, let alone actually monitoring coming and goings of my property. Is there a way to go back to the normal realistic video colors that was in place prior to this update?  Too much $ invested in these cameras to not even be able to tell what you are looking at!  Help Google Support!! Please do another update to Fix your update. *Please get the color quality and nighvision issues resolved on both the outdoor floodlight cameras and outdoor wired cameras quickly!!!!

[Danall22]

Mine is the exact same too, colours in day light look awful now. 

[FloridaResident]

Same here. Daytime and Nighttime are all messed up since the latest update. Daytime video now is too high contrast, and nighttime video use to be perfectly fine, but now after the update...it's dark and hard to make out. Nighttime video is so dark, I was wondering if something happened to the infrared. I turned it off and back on, and it's definitely working and on....it's just now the picture is set to low in contrast and dark. A huge difference before and after this past update. Perhaps....Google should undo this past update to resolve the issue...then fix their update and test it before pushing it out. 

[sfg]

same here. Having purchased 4 of these cameras in the last year I am not happy with the quality of the latest update. My camera quality is total crap now. 

[JillG]

Hi all,

This is a known issue currently being looked into by the Nest support team. Sorry about the inconvenience but hoping they can get a quick resolve.

[Anonymous]

Its software version 1.67. Just another pathetic google software engineer screw up. These cameras never have been and never will be fit for purpose. Prospective buyers take heed buy another brand and avoid wasting your hard earned money on google rubbish.

[RavenManiac]

Why in the heck didn't Google software engineers test the update before releasing it? And, if it was found to be defective, what's the big deal with giving your customers the ability to revert back to the old firmware or at least give us an update as to what they think the problem is?

You can get away with this if you're a cheap knockoff, but all of us paid good money for what's supposed to be a premium brand.

[EdmondB]

Hey everyone, 

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed. 

Best,

Edmond

[Egreene]

I was hoping for a fix by now. Unfortunately still nothing from Google. The cameras are basically useless at this point! Come on Google you can do better than this!!

[Bob223]

When I spoke to Google support, they said they know of the bug and are working on fixing it. They couldn't provide an ETA.

They said the products can be returned under warranty. I confirmed with them that even if they have been installed, they are fully refundable at place of purchase.

[RavenManiac]

Are you saying that Google Nest cameras are fully returnable under Google's 2-year warranty, even if they're outside of the retailer's return policy, which is often 30 days or less?

[Anonymous]

I doubt it google told me they weren't but hey google lie constantly so lets hope they're returnable because I'd return them asap if im able.... Watching this space

[Bob223]

I believe so. I specifically asked and they said return at place of purchase. I also specifically asked if I should test the other unopened devices (I had an assortment of doorbell, floodlight, wired, and battery cameras).

[RavenManiac]

This is why I went with Nest instead of Ring. Hopefully, a new firmware version will be released soon, so I don't regret my decision. https://www.youtube.com/watch?v=qnkgRkIuWuA

[Glover]

Makes it worse that 70% of the time it says its offline or battery saving. Battery lasts about a quarter of the time it used to. Its driving me mad now, not good at all.

[Irishprod]

Yes I’m having the same problem. Cameras were working fine until this update. Hey google, have you ever heard the phrase, “if it ain’t broke don’t fix it.” ? 

[CookieSnooper]

I found the night the firmware was changed. It made the video go from what I considered perfect for what I needed to absolute garbage. I don't want to show too much, so look at the walls and the ground. A street lamp is nearby, so I did not need night vision because the picture was bright enough. Now I can not see anything(!), even with night vision turned on because it keeps flicking on and off because of the street lamp 

those screenshots are in the middle of the night, 5 minutes apart 

[Irishprod]

All my cameras are back working as they should. A quicker reboot of my router sorted my issue out.

[RavenManiac]

@Irishprod Many forum members, including me, have tried that solution, and it didn't work. Can you confirm the firmware version your cameras are using? Thanks!

[Irishprod]

1.67 OPENMASTER 361459

[RavenManiac]

Thanks! And which Nest camera model was affected?

[Zach7]

No, this will not solve the problem that people are discussing here. It is a firmware “upgrade” by Google that is causing a problem. It’s truly a downgrade and they refuse to comment on the issue. My guess is they are using some sort of compression algorithm to save money on storage.

[CookieSnooper]

I've tried everything. Rebooting router, resetting camera, factory resetting camera, even tried resetting the router to factory reset. I've eliminated everything that could cause this issue. The only thing left that I can not undo is the firmware change on the camera, which means, it is the botched firmware that is causing all the issues to everyone in this thread.

[RavenManiac]

@CookieSnooper, you are correct. It is absolutely a firmware problem, and Google knows and is working on it, or so I've been told. @Irishprod 's fix may have worked for him, but it hasn't for most of us, including me. Maybe Google is rolling out an update. @Irishprod, can you check your firmware and post the version number here? 

[CookieSnooper]

If it's a firmware issue, then the only way it worked for some but not others must be different hardware in some cameras....I don't know, I just want it to work like it did before and not worry that it won't let me see things i need to see or pick up something it should and warn me 😒

[CaliforniaLove]

It's really comical that everyone paid $200-400 each for these high end cameras and Google has totally ruined them with one single update. Class action lawsuit coming!

[Bob223]

Class action? Kick it off please.

[RavenManiac]

Google, can you please post an update on the status of the new firmware update and an approximate ETA? We have been waiting patiently for an entire month, and something needs to be done. If you have no intention of fixing the problem, that too needs to be shared so that customers who recently purchased their Nest cameras can return them to their resellers before their ability to do so expires. Thanks!

[diggyphil]

I encourage everyone who has experienced this to open up a consumer affairs complaint.  It's time that Google is held accountable for negligent behavior. 

https://www.usa.gov/consumer-complaints

[SuperTrollMan]

I reached out to Google support on my existing case where they had acknowledged the issue and told me they are working on a fix.

The support rep replied to say I need to contact live chat again to troubleshoot further.

I've previously been through live chat twice and they just tell you they've opened a new case and send you the kb's for troubleshooting again. The rep has refused to escalate my case.....

"appreciate your response. I'm sorry for the inconvenience you are experiencing. I understand where you are coming from. In order to escalate the case to Senior Support Team, we will need to perform troubleshooting steps and once exhaused with the steps we will escalate the case. You will not have to start over when you contact us. I've documented your issue details in this case id.  Please contact us through live chat support to get the issue resolved.

Here is an article for your reference:

• Night Vision video quality is poor 
• Night Vision doesn’t turn on

It's a joke to be honest, and there's no way to raise a complaint to Google..

I guess the only option we have left is to raise a case with consumer protection.

As far as I'm concerned the product is not fit for purpose, my Google Nest subscription is unusable for the 8-12 hours of darkness and I haven't received any support from Google despit having a Google 1 subscription.

[Bob223]

How did you go with this?

Google Nest Support are not helpful at all.

[Jpasilla]

I am having the same issue my cameras go offline for 8-12 hours!