Night vision doesn't work

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rob.0
Posts: 2
Joined: 27 Jun 2019, 21:45

Night vision doesn't work

Post by rob.0 » 27 Jun 2019, 21:52

I have the Welcome camera since February 2016 and it has always worked properly. The camera has installed the latest firmware but a few weeks ago the night vision no longer works even forcing it always on.

Do you have any suggestions about this?

Thanks 😊

Guillaume_B_Netatmo
Posts: 141
Joined: 08 Nov 2017, 11:45

Re: Night vision doesn't work

Post by Guillaume_B_Netatmo » 02 Jul 2019, 11:37

Hello rob.0,

I opened a ticket for you using the email address linked to your Forum's account.
If you can't find my email, please check your SPAM folder. If it is still missing, feel free to send me a private message.

I thank you in advance and wish you a nice day! 😊
Guillaume
Technician specialist

rob.0
Posts: 2
Joined: 27 Jun 2019, 21:45

Re: Night vision doesn't work

Post by rob.0 » 02 Jul 2019, 16:24

Thank you! I got your e-mail with the opening of the ticket. I will reply to the email with the requested data.

Thank you for your support.

infiniteloop
Posts: 1
Joined: 28 Jul 2019, 22:08

Re: Night vision doesn't work

Post by infiniteloop » 28 Jul 2019, 22:11

rob.0 wrote:
27 Jun 2019, 21:52
I have the Welcome camera since February 2016 and it has always worked properly. The camera has installed the latest firmware but a few weeks ago the night vision no longer works even forcing it always on.

Do you have any suggestions about this?

Thanks 😊

Hi, have you found a solution?
I've had the same problem for a few days now.
Thanks

eransden
Posts: 1
Joined: 01 Aug 2019, 12:49

Re: Night vision doesn't work

Post by eransden » 01 Aug 2019, 12:53

I am having the same problem. Infrared LEDs are on, no low-light video capture or detection. Camera is running very warm. Is there a known solution, or where can I submit a ticket?

Guillaume_B_Netatmo
Posts: 141
Joined: 08 Nov 2017, 11:45

Re: Night vision doesn't work

Post by Guillaume_B_Netatmo » 05 Aug 2019, 16:31

Hello All!

You can submit a ticket by heading to our help center:

* https://helpcenter.netatmo.com/en-us/sm ... sories/top

@Eransden, I can see that you already opened one and got an answer from my colleague.
@nfiniteloop, I could not find any ticket using linked to your email address, I therefore created one for you!

Have a nice day!
Guillaume
Technician specialist

FilippoB
Posts: 8
Joined: 13 Nov 2015, 17:08

Re: Night vision doesn't work

Post by FilippoB » 19 Aug 2019, 14:55

Same problem here, I opened a ticket but since the camera is out of warranty I’m afraid that the only solution could be a new purchase 😢

Christophfe
Posts: 1
Joined: 24 Jun 2017, 10:48

Re: Night vision doesn't work

Post by Christophfe » 24 Sep 2019, 19:22

Hi I have the same issue now. Is there a solution?

iandrono
Posts: 17
Joined: 18 Nov 2019, 19:00

Re: Night vision doesn't work

Post by iandrono » 18 Nov 2019, 19:01

I’m having the exact same problem with my Netatmo Welcome. Is there any solution?

Fulgurite
Posts: 2
Joined: 23 Nov 2019, 22:39

Re: Night vision doesn't work

Post by Fulgurite » 23 Nov 2019, 22:44

Hello everyone, I have a similar issue on one of my 3 Netatmo Welcome cameras.

This particular camera has Firmware 425 and the IR light does not come on in dark conditions. The other two cameras work normal, and have Firmware 415.

Is there a way to reset Firmware 425 to 415?

Many thanks!

p.s. I have 3 tags, each connected to one of my cameras, and I noticed that one tag has Firmware 58, when the other two tags have Firmware 57.

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