White screen

[Zakiah]

Had anyone ever notice that when going back to watch history of video recording there will be a block when nothing comes up but a white screen. The sound is still being recorded but there is no video due to this white screen that comes up.

[Chadofalltrade]

Exact same problem. Seems the issue is happening when the camera switches from black and white (night vision) to color, it gets stuck and stays in a all white state, but continue to record audio because it thinks nothing is wrong.

I have had this happen for days on end, recording a white screen.

My solution until google can find a software fix for this is to turn off auto night vision completely. I have left my cameras on night vision 24/7 and am no lo ger getting the white screen bug.

Terrible solution for a camera that is just weeks old.

Please Google give me some solution to these cameras. I have four so far and was planning on buying 6 more, but now am holding off and looking for other companies

[Brad]

@mtnengineer

It is tracked, so your information should be good. Thank you for sharing your experience and feedback. 

Best regards,

Brad

[zpeazy]

Will Google/Nest be extending our warranties for those of us in warranty that have brought this to Google/Nest's attention and have not received a response?  It sounds like Google/Nest needs to offer replacement products to all of us at this point.

[doobydude]

Message "google support" on Twitter for a speedier fix/software patch.

[mtnengineer]

Excellent🙏🏿  

=>So when and how can we expect to receive a solution❓

ßill
🕊️

[doobydude]

Message "google support" on Twitter. I've told them and they are very helpful.

[Kearnsy24]

I am having the same issue, past 2 weeks probably. Has this been resolved yet? 

[Brad]

@zpeazy

I am afraid we do not process these claims in the forums. You will want to reach out to a higher tier of support here. They can assist you further.

Best regards,

Brad

[Brad]

@mtnengineer

Support will be investigating this further, so I wouldn't be able to provide a timeline. Best to contact them via the link, and move forward with their assistance. Thank you for your patience!

Best regards,

Brad

[OptimoRam]

Hey Brad. I am having the same issue. I unplugged my wired nest cam and now it's flashing yellow and not connecting at all anymore.

[zr1]

Hey Brad,

I shared the feedback according to your instructions, is there any update on that? It's been happening frequently on two out of my three cameras

[doobydude]

What link? And there is soo many people it is happening to. My camera has been in the same place for awhile now (9months+ give or take a month or 2) and it just started doing it to mine as well. It doesn't just have a live view of a white screen, but also records a white screen as well. This is ridiculous. I've filed troubleshooting report in google home app with log files and the screenshot. So hopefully something gets done soon. Paying to record a whjte screen if we don't catch it in time.

 

[Branhams]

Same issue here. We have 3 cameras and it's just 1 out of the 3. 

Hope we can get it resolved promptly 

[papaya22]

I am having the same issue and the camera is only a few months old.  Trying to check history and only a white screen has been recorded with sound. This is extremely frustrating!

[p2themac]

I have 7 indoor wired 2nd-gen nest cams. One does this "all-white screen with just audio" problem. I figured it was a bug, so I went and bought an 8th to replace the errant one. The same thing happens to that replacement as well. So now I have 2 of 8 that are showing this problem.

Turning off-and-on the camera via its settings or "More" menu item fixes it, but it's temporary. Occasionally, it starts working again.

I just turned off night vision to see if that fixes it. This camera is in a place that is mostly lit all of the time, so we'll see if that has any positive effect.

[doobydude]

Think more people need to report it through the google home app. It sends in the log files and a screenshot. Here is a screenshot I took.

 

[p2themac]

This still happens with night vision disabled.

Perhaps Google could add a temporary feature to notify the owner when it turns white (so we can turn it off and on to fix it), or if Google can detect it, how about they just do the off-and-on for us?

[Dpw198]

Same here. I thought it was just me or my Wi-Fi connection until I googd it and found this thread. Any solution yet?

[cvt1236]

Same thing happening here…thought it was the camera and they replaced it but same issue is happening so possibly software…any fix yet?

[doobydude]

This is happening to me too. Indoor wired google nest gen 2 camera. Why does my google Nest cam gen 2 come up ALL white screen for live feed and recorded as white screen but can hear sounds. (The screenshot shows it as an all blacksceeen, but it's all white for me) where it's supposed to show video, it only shows a white screen. HELP! I have to check from time to time to see if still recording video or if it's a white screen. If it's a white screen I've found if I turn it off then back on again it will work again. But I keep missing out on important video due to this issue.

[cvt1236]

Yea i have to turn off the camera and turn back on inside the app and I’ll get a feed again…for some reason it’s only one camera that is on a different network at my office down the road that this happens to

[doobydude]

Nope no fix yet, I even complained to them on twitter. No response so i think I shall do it again lol. Paying to record a white screen. Like whst happens If something happens and because didn't notice in time to fix it, and it recorded the white screen only!? They wouldn't cover the cost of any missing items...

[Brad · Accepted solution]

Hi there,

I wanted to chime in again, and ask you to try some troubleshooting steps to help aid in the investigation on this:

• Completely restart the camera. Suggest this article for steps to perform a complete restart and not just an on/off toggle of the camera. https://goo.gle/3A32aqT
• Try toggling NV off and checking if it's still visible on a saved clip
• If it only happens with NV on, then double-check the scene to make sure something isn't causing overexposure.

Please let me know if you need further assistance.

Best regards,

Brad

[cvt1236]

Given that support has sent me a replacement and the issue is still happening with the mentioned steps above, hopefully you can let the software engineers know 

[mtnengineer]

I have always had night vision off on my cabinet is doing this humidity just the same...

  : / 

[Chinorado]

I have night vision activated 24/7, in a baby nursery that constantly goes from lit to completely dark while my infant son naps. I have night vision always on because I want to avoid the noise that comes from night vision turning on and off. Plus, I don't really have a need for color camera feed anyway (I only care about watching him while he sleeps).

[Stdv]

Did al the soft & hard / factory resetting i could but the camera’s view turns completely white almost daily. I have to turn the camera on off and on again in the Google home app to get the normal view again. This is only since a couple of weeks. This is a software updare issue. Google should listen and solve it.

[Michelle82]

I am getting this white screen on my camera as well. Do I need to contact Google to get this fixed?

[Brad]

@Michelle82

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. If you run into this still, please follow all of our other suggested troubleshooting steps in this thread. 

Best regards,
Brad

[Antonleung]

I am a IT guy and done all the troubleshooting steps already, I tried more than 1 camera and both are doing to same thing, it seems the white screen will happen if the camera is pointing to a light source for a long period of time. Nothing we can do until Google has a software update.

 

[Mattgreaz]

This bites since most my rooms are pointing at doors.  And guess what. They have windows with bright sunlight at least once a day.  Please fix. Very annoying.  What good is camera no video. Sound works. But that's no good unless Google starts recognizing pheromones.   Geez fix this already 

[Stdv]

Did al the soft & hard / factory resetting i could but the camera’s view turns completely white almost daily. I have to turn the camera on off and on again in the Google home app to get the normal view again. This is only since a couple of weeks. This is a software updare issue. Google should listen and solve it.

[Lou29]

I'm having the same issue. I just bought my camera 2 days ago. Has anyone found a fix?

[Chinorado]

Google Nest support’s resolution for me was to perform a factory reset, and if that doesn’t work, they will send me a replacement (refurbished) camera. You need to be under warranty though.

[mtnengineer]

Acknowledged🕊️

=> please advise how the factory reset goes I don't believe this will help but I would like to know if I did for you or not   👍🏿   🙏🏿 

[Chinorado]

Yeah, we'll see. I'm not super excited about getting a refurbished model either though...

[Antonleung]

New one will be doing the same, try don't let the camera point to any ceiling light source.

[Sphericalpuma]

Same issue here with the occasional white screen. I've tried all night vision settings and the white screen always comes back no matter if I have night vision off, set to auto, or always on. 

I've even had a warranty replacement and the issue persists. As others have said, turning the camera off then on fixes the problem temporarily. 

Model: Nest Cam (wired)
Software version: spencer-user 1.63 OPENMASTER 319576 release-keys stable-channel stable-channel

[Antonleung]

Same thing, it seems like if the camera points to the light source (ceiling light) will causing the issue.

 

 

[papaya22]

There is no ceiling light being used where this camera is located yet the screen will still turn white.