Night time video artifact

[Colinlam]

I'm having some weird artifacts displaying usually at night time. How do we fix this? I've exchanged for another doorbell thinking it might be defective but it's the same thing. I've attached a screenshot. Day time is fine though.

[teknikool]

I've noticed this, too, on the wired doorbell only. It seems to be related to the HDR processing.

[Colinlam]

You think this is a known issue?  Hoping this can be fixed with a software update

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Colinlam]

Hi Brad, I've done that last night, pressing pin for 5 second.   Still the same issue.  

[EmersonB]

Hi everyone,
 

@Colinlam thanks for trying to restart it. Give these additional steps a try: 

• Unplug the camera from the power source, wait for 30 seconds, and plug the camera back in.

Clean the camera lens.

• To clean the body, simply wipe it down with a soft cloth to remove any dust or dirt.
• To clean the lens, gently wipe away any dust with a soft lint-free cloth. Eyeglass and optics cleaning cloths are ideal to remove dust and oily fingerprints and they don't damage lens coatings. Customers can also use a compressed air duster made for electronics.
• For tougher smudges, like oily fingerprints on the lens, use a damp cloth with a drop of cleaning solution that’s made for cameras, eyeglasses, and other optics.

The camera tries to detect and correct this issue, so you can choose to wait for the issue to resolve. Also, try the following steps:

• If the light can be dimmed, set the brightness to a different level.
• If possible, test a different brand and power level of light.
• Adjust the camera field of view away from the light source.
• Hit this link for more information.

I appreciate the help, Brad.
 

Best,

Emerson

[teknikool]

Thank you for recommending general troubleshooting, and best practices. However, this is not the issue. During full daylight, the picture is beautiful. HDR is working great. But, in lower light, both live video and recordings are affected. Movement appears that the HDR layers are separated and not in time with each other. Is it makes the moving subject appear to be separated, and layered. I have had the battery doorbell in the same location, prior to installing the wired Gen 2 doorbell in the exact same location. The battery doorbell appears worse in daylight, the HDR does not seem to be as good as the wired Gen 2 doorbell. However, the battery doorbell does not have the HDR artifact problems in lower light. Which makes the wired doorbell better in the day, and the battery doorbell better at night.

[EmersonB]

Hello everyone,

@Colinlam I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

I appreciate your help, JT.

Best,
Emerson

[Colinlam]

teknikool, thanks for confirming the issue!  I'm hoping Google can fix this with a software update!  Like turn down the HDR at night or be less sensitive to the light.  To be honest, that light that's shining on the left pole is not even that bright to the naked eye.  I've exchanged the unit already and it's still the same so it's not the unit defective.  

[janthadeus]

Hey folks,

I’m sorry for the trouble here. Could you try to factory reset your doorbell then let me know how it goes?
 

I appreciate the help here, Emerson and Brad.

Thanks,

JT

[Colinlam]

I could do that, but do I need to remove the camera from the Google Home app first?  Or just factory reset?

[janthadeus]

Hi Colinlam,

Good question! You need to remove the camera from the Google Home app after you factory reset it. Keep us posted.

Regards,

JT

[janthadeus]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Best,

JT

[Colinlam]

Sorry haven't had a chance to do it yet.  Been busy and will post when I have an update

[janthadeus]

Hi there,

Understood — keep us posted. We're here to help.

Thanks,

JT

[Colinlam]

Nope factory reset didn't help.  I've also added the wedge to point away from the light.  

Here's a video:

https://youtu.be/MUSjntZCbL0

[janthadeus]

Hey Colinlam,

I’m sorry you’re still having trouble with this even after doing a reset. We’d like to further check on this — could you fill out this form and let us know once you’re done?

Looking forward to your response.
 

Thanks,

JT

[Colinlam]

Done!

[janthadeus]

Hi there,

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Best,

JT

[Colinlam]

Ok, I installed the wedge to angle it away from the sensor lights and more centred and also factory reseted the device.  Will update if this issue still exist tonight as I need to wait for night time.   Personally I don’t think this will work as someone else have this problem but fingers crossed. 

[Colinlam]

Just wanted to reply with these videos to show the problem:

First Video:  https://youtu.be/7H_gM7LxiAo

Second Video:  https://youtu.be/NjGXd63Ngu4