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Pink hue Nest and Doorbell

Christyw277
Community Member

Indoor Nest in front window to backup Google Doorbell that freezes. All the videos have pink blotches! I need help please and thank you.

32 REPLIES 32

EmptyNester
Gold Product Expert
Gold Product Expert

Hello,  I'm an end user like you. This sounds like a hardware failure.  How old is this camera?

This is a user forum only so you will not hear back from Google here.  You may want to open a support ticket and there you will be able to escape to a phone call and speak with an actual Google tech.  Here is a link to start the process....

https://support.google.com/googlenest/gethelp

  • Hello, EmptyNester. The equipment is new. Installed 11/30/22. I texted the installer and I no longer see the pink. Am in the 90 day period so will have to wait and see I guess. Thank you.

MplsCustomer
Bronze
Bronze

@Christyw277 

Is the pink hue only at night? The infrared lights on your camera that turn on with "night vision" tend to refract or reflect from glass in front of the camera. If you aim your camera into the room and not through the window, do you get the same pink hue?

Hello, MplsCustomer. It started 12:18pm yesterday. Sunny with temps in the 50's. I have had night vision off since equipment installed. The 5:40pm clip was clear. Will have to wait and see I guess. Thank you.

You probably already did this, but did you power-cycle the camera?

I don't know what you mean by power cycle but there is no pink hue anymore after I texted the installer. 

Right after I replied to you, indoor cam went back to pink. This equipment is the worst I have ever seen.

@Christyw277 

If you temporarily point your camera away from the window, do you still have the pink hue?

Some other customers have reported this (I searched for "pink hue"), and some have gotten replacements:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Video-is-pink/m-p/13668

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-hello-video-is-pink/m-p/48460

Power cycling is just unplugging the camera briefly so that it restarts.

I need it facing the street because Google doorbell cam has missed people damaging cars on the street. This equipment has been horrible compared to ADT and Ring Doorbell 2. Thank goodness I still have a Ring Tower cam I can put in place of the Google nest. It is a shame ADT will not honor the 90 days. I hate this equipment and have called 12 times since December 1, 2022. Thank you.

@Christyw277 

I guess I wasn't very clear. Pointing the camera away from the window is just a temporary trouble-shooting step to find out whether the pink hue is due to pointing the camera out through the window glass, or whether the camera itself might be defective (as it has been for some other customers).

  • Thank you. I have a service appointment set up. In the meantime, I am going to put the Google nest indoor cam in back bedroom facing yard and put my GOOD Ring Tower Cam in the living room window as backup for Google doorbell which does not capture everything. My Ring does not freeze up and I can rotate view to see both sides and zoom. I can also delete stupid nothing videos as I choose. I do appreciate the information. 

EmersonB
Community Specialist
Community Specialist

Hello everyone,

 

@Christyw277 thanks for reaching out here in the Community and for sharing this information. We understand your concern and want to give you the steps needed. If possible you may share with us here your screenshot, so that we can take a better look. Let us know if you have more questions. 

 

I appreciate the help, MplsCustomer and EmptyNester.

  

Thanks,

Emerson

Not sure which screenshot you want. I have dozens. I can attach the pink hue, I can attach one event the doorbell missed doorbell and the Nest version of that event. Which screenshots do you want? I have a service call scheduled for the 14th I think. Until then I moved Nest cam to back of house and my Ring tower cam to the front to catch events the stupid doorbell misses continuously. The doorbell misses are a threat to my security.

Christyw277
Community Member

Thank you to everyone for all the information! I moved the Indoor cam to a different front window. So far, so good. The Ring tower cam I had put in the Nest's original spot has yet to turn any Pink hue so that's a plus, but it still doesn't explain the Pink on Nest and Doorbell. I also find the Doorbell records NOTHING from 1pm to 11pm, which is completely unacceptable. I am budgeting for a Ring II doorbell, so I do not have to worry about such huge gaps in coverage. Thanks again!

@Christyw277 

If you are not getting the pink hue from your indoor camera in the new location, perhaps the pink hue was due to a combination of refraction/reflection from the window and lighting in the original location, though I don't know why your Ring tower cam works fine in that location.

If your doorbell is the Google Nest Doorbell (Battery), the gaps in events might be due to the fact that the battery doorbell is normally in "Idle" mode and has to wake up to detect an event. We have one of the battery cameras, plugged in with the optional power cable, and it does fine. But if we unplug it, so that it is on battery power and therefore in "Idle" mode, it does not detect an event if we walk in front of it.

This is what I do not understand. My doorbell is hardwired into the existing doorbell wiring. The doorbell should never go into sleep mode or have any need for a battery unless I lose power. I haven't lost power here since 1990. I also think a ten hour idle on a daily basis is a major flaw. What type of business would find this acceptable? I used to think ADT was the best. I appreciate your time. Thank you.

@Christyw277 

I guess I don't know which doorbell you have.

The 2nd Gen Google Nest Doorbell should be capable of being "Live" at all times, and it is capable of 24/7 recording.

However, "24/7 video history is not available for the Nest Doorbell (battery), even with optional wired installation." (https://support.google.com/googlenest/answer/9681538?hl=en).  The reason is that the battery doorbell runs off of the battery even when it is wired, and the wiring serves only to trickle charge the battery (https://support.google.com/googlenest/answer/11830989?hl=en).

If you look at your doorbell camera in the Google Home app, is it "Live" or "Idle"?

My app always says Connecting or Live. It has never said idle. I have the Nest Aware subscription. This doorbell was installed November 2022. Why would ADT even sell a battery doorbell in Illinois? The link mentions bringing the doorbell inside to charge. It's hardwired! I'm not an electrician, and I'm not touching it! Besides it is useless inside. So I got sold useless equipment. Not a smart move on ADT's part.

Brad
Community Specialist
Community Specialist

Hi folks,

 

Would you please fill out this form if you're still experiencing this, and a higher tier of support will reach out to you with next steps. Once filled out, support will reach out to you and you will work with them moving forward in regard to this thread/inquiry. 

 

Best regards,

Brad

janthadeus
Community Specialist
Community Specialist

Hey Christyw277,
 

We haven't received your form. Were you able to fill it out? Do you still need help?
 

Thanks for the help here, everyone!
 

Best,

JT

Done.

EmersonB
Community Specialist
Community Specialist

Hi everyone,

 

@Christyw277 thanks for getting back to us. I've checked our system and I can't find your case. Make sure you're using your same email address when you fill out the form. Same email address you're using here in the Community.

 

I appreciate the help, Brad and JT.

 

Regards,

Emerson

I have always used the same email you just contacted me with. There is nothing more I can do with this case until ADT starts selling the proper 2nd Gen doorbells in Illinois. Or U save up enough to get a Ring II that I know works in Illinois weather. Thank you for checking tho. Have a good evening. 

Should read or I save up enough.

EmersonB
Community Specialist
Community Specialist

Hi Christyw277,

 

Can you try filling up the form again and include your same username here so that we can search it aside from your email address. Looking forward to your response.

  

Thanks,

Emerson

The survey? I don't remember a form.

EmersonB
Community Specialist
Community Specialist

Hey Christyw277,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

Best,
Emerson

Thank you. I am new to blogs and threads going every which way so thank you all for your patience with me.

EmersonB
Community Specialist
Community Specialist

Hello Christyw277,

You're welcome. Once our support team reaches out to you, continue your conversation there to avoid confusion here. In case you have more questions, you may start a new thread in the Community page as I'll be locking this thread after 24 hours.

Regards,
Emerson

This is my confusion. Continue conversation with support team where? I cannot reply to the Google emails so I have to reply here.

janthadeus
Community Specialist
Community Specialist

Hey there,

 

Thanks for your patience here. I’ve checked your case and it looks like our team has sent you an email regarding your request. Please check your email for more information about it.

 

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hello there,

 

It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

 

Best regards,

JT