Pink Video on new Gen 2 indoor wired nest camera

[Gaze]

Both of my brand new nest cameras are having a strange colour shifting issue. The videos appear to have a pink hue to them, the image is doubled up and slightly shifted and there is a black bar at the bottom. 

Troubleshooting online I've come across a few explanations as to why this could be happening:

Temperature - This can't be the case as I'm using both cameras indoors and the temperature in my house is set to 20C / 68F.  The camera is not cold or hot to the touch either. 

Night Vision - I have the camera operating in a brightly lit space so I have the infrared set to off by default. In the interest of sorting out this issue I've toggled it on and off, set it to auto, set it to always on - this did not fix my issue. 

Reset / Factory Reset - This worked as a temporary solution. However it ultimately reverts back to how it was in a day or two. It probably goes without saying, but having to pull down the camera and reset it on a regular basis is not a proper solution to this issue. 

I purchased two of these cameras on November 20 and December 6 was when the pink hue first appeared on one of the cameras. A few hours later the pink hue disappeared but there was still a black bar at the bottom of the video and the video was doubled. An hour after that the video wen back to normal. The next day the pink colour shift returned - seemed to fix itself again a few hours later. The next day the colour shift returned -etc.

I wasn't around to trouble shoot the issue until a few days later. Trouble shooting offered the same results as not doing anything at all. 

Just today I noticed my second camera has started to do the same thing. 

I'm disappointed that I'm having to do any of this troubleshooting just a few weeks after buying these cameras. I've noticed that others are seem to having this issue. Is there a permanent solution to this issue? I may have to go with another camera system if these require a regular reset. 

Thank you,

Gaze

[TechSavvy70]

I have also noticed that just before the Camera turns pink, about 1/5 of a second, the Camera has a short green flash of about 1/10 of a second.  Perhaps the camera detects a green pixel  overload which cuts out the green leaving pink from red and blue pixels????

[Ligu]

I have seen the same phenomenon: a green flash during a split second …

[ksj0823]

Same pink issue here. Turn on and off camera does fix it for a day but will reappear the next day.

I found one thing interesting in this post, For those of us with pink issue, are we all placing the camera next to the window and point them out of window to monitor outside activities?  

[Ligu]

Hi - indoor camera placed next to the window and monitoring the driveway - yesterday no pink - today pink …

[ksj0823]

How about night vision? Did you turn it off like I did?

[Ligu]

Night vision is always on - I have seen something else today : for a split second the screen turned to green ! Thanks to an event wich occured at the same time , a passing car, this phenomenon is recorded (might be the other way round : the event triggered the screen to turn green …)

I wish I could include a screenshot of this

[Gaze]

Even if it was the night vision that was causing the camera to go pink, I'm not sure that would explain why there is a black bar at the bottom of the screen. 

[colgbo]

My camera is pointed out a window to the Northwest. At first I thought the problem might be sunlight but the problem occurs on cloudy days and at night. 

[Gaze]

One of my cameras was not by a window and still had this issue. 

[Gaze]

One of my cameras which was not placed next to a window also had this problem. 

A window should not be causing these cameras to meltdown. 

[ksj0823]

Update here. We got a coat of snow on the driveway overnight. And the camera has no pink issue this morning. 

[Ligu]

No snow overhere at the Belgian coast - I suspect that at a certain time the dark colored environment triggers a memory overflow in the software and the application turns to pink for those areas - I wish I could proof this with very relevant pictures I have gathered, but this stupid platform to communicate using Bing to include pics does not encourage me 

[SoCalUser]

I have the exact same problem. I have three 2nd gen cameras all exhibit the issue at different times during the day. My 1st gen cameras do not have the same problem. I'm pretty sure it's not heat related as it happens on cold, rainy days as well as sunny days (cameras are indoors facing outside). It's not direct sunlight either. But it only happens during the day (night vision is off at night as the outside is fairly well lit). 

[RawwrBag]

Exact same issue here. I RMA’d the camera and the new one has the exact same issue. Seems to be every day from 1-3PM and then goes away on its own. At its pinkest the video is entirely unusable. I wish I hadn’t thrown the packaging away because I’m still within the Amazon return period and Google isn’t fixing / acknowledging it.

[Gaze]

My cameras actually seemed to be doing this around the same time. Could be a coincidence, but may be worth noting. 

[Ligu]

Hi Gaze - please find my findings regarding camera not beng able to handle “darks”

[MuffinButton]

Same here between 1130- 2 usually I have to either power cycle. Or today I just tried turning night vision on and off. 

[Brad]

Hi folks,

Thank you for your patience while waiting for a reply. If you have yet to receive a response from support, please make sure you have filled out the form, or you can try to contact them here. Fill out the information quickly in that link, and it should provide you with different options to contact support directly.

Best regards,

Brad

[Ligu]

hi - thx for your reply - I don’t really understand (in my case) where I send 2 mails  including comparative screenshots, where I indicate that the indoor camera cannot cope with “greys” at a certain point in time to “cameras - support - eu @ google . com “ and got 2 replies and 2 case numbers  (5-993000033707 on january 13 /23 and 6-3132000033419 on january 17/23) but in fact no response - so all the info is somewhere out there with google support, unless this has been “filed vertically” - now suggesting to fill in another form to get in contact with support ….??? - side remark : what sense does it make to receive a case ID number from google support ? Best regards Ligu

[Pauljw]

Thanks Brad,

I filled out the form a couple of weeks ago, the team got in touch and now I have a replacement device on its way to me. 

Paul 

[Brad]

@Ligu 

Thank you for sharing that information here. If you have active cases, please continue to work with support regarding those cases. 

@Pauljw 

I am relieved to see that you were able to get a replacement from support sent out your way. Please let me know if you run into concerns with your new replacement device.

Best regards,

Brad

[EmersonB]

Hey everybody,

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 the help, Brad.
   
Best,
Emerson

[Pauljw]

Hi Brad, I received my 2nd replacement device a few days ago and today the new camera experienced the same pink video issue! I'm exasperated that this is the third faulty device that I have received! So frustrating!

 

[Pauljw]

Two hours later and the pink is intensifying. 

 

[Pauljw]

Another hour later and the pink has gone but the image has narrowed and gone blurred. 

 

[Brad]

Hi folks,

If you haven't already, please fill out this form if you're still experiencing this. Once filled out, support should reach out to you with next steps. Thank you for your patience.

Best regards,

Brad

[Pauljw]

Hi Brad,

Did you see my message to you yesterday? I filled out this form a few weeks ago, I then received my second replacement device and now that device is also faulty- that's the third faulty camera I have received in the last 10 weeks. Do I just keep filling out the form and replacing the camera until I get a good one?

Paul 

[Brad]

@Pauljw 

I am afraid we are unable to process any replacement inquiries here in the forum. We simply do not have the access. You will need to reach out to support for further assistance with a replacement. Thank you for your patience. 

Best regards,

Brad

[Pauljw]

OK, thanks Brad

[Brad]

Hi folks,

Thank you to those who have filled out the support form. You should hear from support soon if you haven't already. Once in contact, they should be assisting you moving forward with this inquiry. 

Best regards,

Brad

[Mike117]

Hi Brad,

How long should I wait before submitting in the support form again? It's been a couple days and I haven't been contacted yet.

Thanks!

[Atlis]

Same here. No contact, no change. 

[Brad]

Hi folks,

I am not sure what the exact time frame is, but if you have submitted the form we sent, you should hear back from support soon after if it was completed in full. Please let me know once you have been contacted.

Best regards,

Brad

[aatienza]

Hey folks,

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. Feel free to submit another post, and provide as many details as possible so that others can lend a hand.
 

I appreciate the help, everyone.

Thanks,

Archie

[Brad]

Hi there,

I wanted to pop in and see how things are going. Please let me know if you still need help. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[Ligu]

I have sent twice comparative screenshots (pink picture and the normal picture of exact the same monitored area) to # and explaining that the indoor camera cannot handle dark colors (the “grey’s) at a certain point in time (around noon every 1-2 days).  I got twice an auto reply and ticket case numbers (5-993000033707 on january 13 /23 and 6-3132000033419 on january 17/23) but in fact no response. Unfortunately I am not able to share those screenshots on this platform (no permission….) - best regards Ligu

[Mike117]

Hi,

I'm on my third day of owning the nest indoor camera, which is having the exact same pink and double image issue.

Twice it happened when the sun was rising and the third time happened when not in direct sunlight (I even moved my camera to test it not facing the sunrise).   I have not noticed this happen during night.  I have night vision set to off as my outside is well lit be 24/7 lighting.  Today was the first time it corrected itself after 15 minutes too.

Both times have a quick green flicker before going pink.

[Atlis]

Hey. Same issue here from the beginning. Turning Off and On helps temporarily. It seems like the IR lights fail to turn off. This should be fixable by update. 

[Mike117]

Possibly, but I have night vision set to always off and I get the same issue

[Atlis]

Oh I see. I have submitted the form Brad suggested, so let's what they come up with.