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?

[EdmondB]

Hey everyone, 

We’re sorry if you've been having this issue since the June update to the Google Home app. To confirm, after factory resetting the affected Nest camera, do you still have the same quality image on the app? 

I look forward to your response.

Thanks,
Edmond

[Zach7]

Yes. The firmware needs to be reverted. The camera fails to identify people properly now as well. Please rollback the firmware.

[RavenManiac]

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@Zach7 wrote:

Yes. The firmware needs to be reverted. The camera fails to identify people properly now as well. Please rollback the firmware.

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I agree. If you can't fix the problem, roll back the firmware version.

[Adj]

Yes. Still having the same issue with my 8 cameras. Go back to the older version of software. 1.67 is THE WORST

[ErinZ]

Yes, still having this issue. Image resolution is significantly worse, prior to the firmware update the resolution was fantastic. Now daytime colors are too bright and the image is washed out with less contrast, images are blurry/low resolution, night vision is really grainy and too dark, and familiar faces that used to be recognized are not being recognized,  or I get alerts for people when there are no people. I was very happy with the cameras before the update and am so disappointed that the product quality has diminished so much since the update. If the image quality had been like this when I bought the cameras I would have immediately returned them.

[Jpasilla]

I’m having the same issue with all my cameras! So frustrating and disappointing! 

[RavenManiac]

It's very concerning that AFTER 2 months, a Google CSR is still asking users to troubleshoot the problem. We ALL know what the problem is. Plus, several Google CSRs have indicated that your software engineers are well aware of it and are working on a fix. Was that just a lie? If not, perhaps you can enlighten us as to where the Google team stands with the fix and what's the approximate ETA. 

[Glover]

I couldn't tell you, after the way this issue has been dealt with I have sent my doorbell back, had a full refund and cancelled my nest subscription. Such a shame but the Arlo doorbell I bought is better anyway.

[Irishprod]

I did have a bit of an issue with the cameras all going off line however I rebooted my router and all is well. My cameras are on 1.67 OPENMASTER 361459 as well. Night vision is good and daytime colour is spot on. I have had the cameras in for over a year now.

[Bob223]

I'm still having issues with image quality after the 1.67 update 6 weeks ago.

Why did my post get moved to "Night Vision Too Dark"? The image quality problem is ALL THE TIME, not just at night.

I saw another post it is related to a botched upgrade of High Dynamic Range. The problem is even more pronounced indoors with LED lighting.

[RavenManiac]

Well, my remaining Nest Floodlight Camera finally updated to v1.67. Here is the result. I understand the need to improve the image contrast, but this is ridiculous. 

Nest v1.59 FirmwareNest v1.67 Firmware

[Bob223]

Good example.

The v1.67 Firmware image is noticeably blurry compared to the v1.59 Firmware.

Same experience here.

[CaliforniaLove]

There is no fix. Google has not released any new update that's going to fix this. Resetting modems, routers, all that, is just simply a waste of time. I mean, if you feel like wasting 2-3 hours if your time doing reboots, go ahead. But, I for one, have better things to do with my time. Like filing a class action lawsuit against Google for this nonsense. You know Google is sitting here watching this thread and just laughing at everything we are saying. They won't be laughing, when the lawsuits fly in. Then we hear crickets.

[RavenManiac]

At the very minimum, Google needs to add the ability to revert to a previous firmware for problems like this. The only reason a company wouldn't want to offer that option is if the firmware update benefits it and not its customers. As others have stated, I too believe the v1.67 upgrade had something to do with limiting bandwidth to reduce Google's cost, but I have no evidence to prove that. 🤑

[RavenManiac]

Interestingly, I keep being told by Google tech support that the firmware update primarily affects battery-powered cameras. Maybe Google is screwing around with video compression to improve battery life. Ultimately, the only good thing about a battery-powered security camera is that it still records during a power outage. Other than that, I don't see battery-only security cameras making much sense for home or office use. 

[Bob223]

I have the problem on wired cameras too.

This is not about battery cameras only.

[diggyphil]

This is the response I received today from my open request.  Astonishingly arrogant of Google.

"Thanks for reaching out to the Google Nest Customer Care Team.  I asked our Engineering department about an update and they told me they are still working on this. Once I have a new update for you I will let you know or in any case the issue it's solved from your end let me know."

Again, I said it before and I'll say it again, contact your state's Bureau of Consumer Protections and open up a detailed complaint.  

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

[RavenManiac]

It looks like somebody failed Customer Service 101. 😥

[Micha_123]

After a month there is stil no fix.

I had stopped my nest aware subscrbtion, the camera / doorbel is useless at night. Even if it recorded an event it is impossible to recognize what person is on the recorded video.

So why i need too pay nest aware if its useless with that video quality.

If it wil be fixed soon, then maybe i wil subscribe again the nest aware.

If they don't fix it soon, i wil change the cameras to others (reolink or something similar) where it makes sense to have an "Cloud subscription"

[Bob223]

Remember as per previous statements from Google Support, you can always get a full refund from your place of purchase under warranty within 12 months.

You're welcome 😊 

[Mr_Doh]

No refund for installation cost...that's a cost that Google's customers have to eat when Google makes a big mistake like this one. Reinforces the "no more Google hardware" line of thinking.

[xdotmatt]

Has there been any update to this? Both my Nest Doorbell (Battery) and Nest Cam (Battery) video quality has been washed out and grainy since the 1.67 update.

[Adj]

I just saw a commercial that ADT is having their Safety Days event featuring Google Nest products, maybe we need to start hammering ADT for their promotion of Google Nest Products for safety when you can't even see the live feed or event recordings clearly enough if you do have a safety issue at your home. https://investor.adt.com/News--Events/news/news-details/2023/ADT-and-Google-Announce-Availability-of...

[Glover]

Mine is on its way back to Google, 22 months in and they replaced it under warranty at the start of this issue, still no joy so it's gone back for a full refund and nest subscription cancelled. Bought an arlo doorbell on offer for half the price and monthly subscription is cheaper.

[Adj]

What retailer accepted your return after 22 months of usage?

[Glover]

Google store direct

[RavenManiac]

That explains it. No way any other retailer, like Best Buy, Home Depot, or Lowe's, is going to allow a return after 22 months. Plus, unfortunately, too many of us are already committed to the Google ecosystem. Thankfully, I did purchase Best Buy extended warranties on all of my Nest gear, so I guess I have that option. I wish Google would just fix the darn firmware so we can all move on with our lives. 

[Glover]

I'm the same, whole house is google except for cameras, was a difficult choice but just think its disgusting after nearly 2 months there is no correspondence or updates. The thing is just junk while it's like this so that was that. To be honest the arlo one is better so done me a favour

[Jumperr]

I have google phone, watch, hubs, protect, cameras. In the ecosystem but I have tested reolink this week and I am switching the cameras out. It's interesting that for example reolink have buttons for shadows and brightness, what google should of done instead of forcing down our throats, I can now adjust it to what i like. Quality was fine before hand and just needed a toggle so I'll get that and even more with reolink, such a shame wasted money to sell these cameras now but goodbye nest cameras for good. 

[RavenManiac]

That's interesting. So how are the Reolink cameras in terms of build quality and resolution, when compared with the Nest cameras you had—pre-firmware v1.67, of course?

Also, I think many companies dumb down stuff for less techy people. That may be why they don't allow consumers to dial in the video settings. That said, what they should have is a special hidden menu for people who are a little more technical to make adjustments, similar to how Apple has with many of its products. 

[Jumperr]

The camera is well built, metal not plastic. Resolution is 2k-4k depending on camera and lots of extra settings to adjust or you can just leave it as is. I have tested picture differences between the reolink and nest cam, at 2k and 4k its alot better as you would imagine during the day, zooming in you can tell a big difference.  At night reolink is a little better depending on the model. The one thing nest is better imo is the app is a bit better to see events how its displayed, has face recognition as well where reolink has only person, vehicle and pet detection (which is enough for me)

I agree on your point less settings sometimes the better, but in this case a quick toggle on or off or hdr brightness setting is needed as my nest cameras are so much more grainy now than before the update, the doorbell is very bad quality, its brighter yes but picture is worse. I compared both current and last update video events and quality is better before as well as colours but shadows darker so depends what you prefer. 

[AnonymousRed]

Have a second gen Nest Cam Wired, video quality went to garbage after receiving.

Software version: spencer-user 1.67 OPENMASTER 361459 release-keys stable-channel stable-channel

for a “stable channel” release, this is terrible! I had noticed a few weeks back quality suddenly looked terrible, glad I found this thread. 

my night vision is picking up strange vertical ghost lines in the left part of the image. It’s so annoying every update these days is so bad. What happened to testing things, phased rollouts, etc?

[Micha_123]

Same here, i have an fiber glas connection,    FTTH -> Media converter to ethernet - Draytek Figor 2927 -> TP link mesh system.

Wifi speeds up to 600mbit/s on the 5ghz and 150mbit/s on 2,4ghz.

Pings around 6ms on both. 

Its not an problem with the internet connection!!  1.67 firmware is the biggest problem.  And if the worse video quality wil be not fixed until August, i wil replace the doorbell to an Ring one. 

[diggyphil]

As I suggested, I opened up a consumer affairs complaint. My attorney general's office sent the filing over to Google. It took a couple of weeks, but someone from Google Nest Executive Care contacted me by phone. Long and short, he said the most he was told to offer customers as compensation is $100.  We settled that he is escalating to get approval to refund my Nest Aware subscription of $120.  He also stated he reached out to the engineering team and was told that the plan was to provide the resolution in the next update - September!  Open up your consumer affairs claim and get at least some compensation from them. I expressed a lot of feedback, needless to say.  I also think a class action lawsuit might be worth exploring. 

[Jpasilla]

Thank you for the additional information and advice! I am going to file a consumer complaint as well. I have 4 cameras that aren’t working and a subscription that I’m paying for without any support. Super frustrating! 

[Adj]

I just submitted a complaint to my states Attorney Generals Office, it says it may take 6-8 weeks.  

[24bics]

Nest cams are both set to MAX for image quality in the Home app and the video gets either blurry or pixelated. Also, there is an occasional flashing when reviewing night footage but there is no identifiable source for it. I've checked and rechecked settings, cleared cache, etc. Home app is up to date.  They used to be very clear, even when zooming, but no longer. I pay for Nest Aware Plus and am growing increasingly frustrated with this. Any help would be appreciated. 

Edit: I did forget to mention that facial recognition is now way off. Has been routinely misidentifying familiar faces. Also, alerts for persons, animals come through but there is nothing there. Bonus - Apparently, my neighbor's  push mower is now an animal. 

[ZenonDanon]

fully agree with you and I am not happy about this HDR change! IMO when google decides to influence quality of the service - there should be an opt-in / opt/out for any new settings that influence results of what is product built to do.

[CharliC]

The video of my nest cam outdoor battery with power cord connected is good in both day and night visions. Its software version is nq-user 1.67 OPENMASTER 361459. But my motion detection has been broken for long time and realized that Google Support Team is not helpful after several email conversations.

[Lance_L]

Hi everyone,

Thanks for posting in our Community. I’m sorry to hear that you’re having issues with the Nest cameras. Let’s check it out.

@24bics, a few questions: what type of Nest cameras do you have? Are you using an iOS or Android device? Does it happen on both Wi-Fi and mobile data?

Let’s try the troubleshooting steps here: Video is blurry, pixelated, discolored, or has glare.

@CharliC, can you share the case id from our support team so we can take a look?

Keep me posted.

Best,

Lance