My outdoor camera as stopped going in to lowlight mode.

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Ryan365
Posts: 9
Joined: 16 Aug 2018, 18:51

My outdoor camera as stopped going in to lowlight mode.

Post by Ryan365 » 06 Jul 2019, 00:33

Hi, I have noticed recently my presence device no longer automatically switches to lowlight mode. I can see the 3 infra reds on but the picture is pitch black.

It may have started happening after the 153 firmware update but I can't be 100% certain.

If I turn it off by the power, and then back on. It comes back on as expected. Has anyone else had this issue or know what I can do to fix it? The camera is less than a year old.

Thanks

Ryan

Ryan365
Posts: 9
Joined: 16 Aug 2018, 18:51

Re: My outdoor camera as stopped going in to lowlight mode.

Post by Ryan365 » 06 Jul 2019, 17:55

Anyone?

Do I need to return it? I've had no luck my first one the mic doesn't work now this.

riskymoth
Posts: 2
Joined: 14 Jul 2019, 19:40

Re: My outdoor camera as stopped going in to lowlight mode.

Post by riskymoth » 14 Jul 2019, 19:46

Same happening to my camera - often no night vision when looking at the live view - IR lights are active but camera is still in daylight mode. I first noticed this behaviour at the end of April 2019, and it is ongoing, so since v135 and also with v153 and v155. Turning off and on object detection for the light sometimes resolves the issue, as does rebooting the device, but it often happens again the following night.

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

Re: My outdoor camera as stopped going in to lowlight mode.

Post by Guillaume_B_Netatmo » 16 Jul 2019, 16:51

Hello,

@Ryan365 I can see that you already opened a ticket and got a solution provided.
@riskymoth I created a ticket for you using the email address linked to your forum account so we can help you as well!

If anyone else experience the same situation, I encourage you to submit a request by heading to our assistance:

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

Thanks for your comprehension!
Guillaume
Technician specialist

YannickV
Posts: 5
Joined: 15 May 2019, 13:31

Re: My outdoor camera as stopped going in to lowlight mode.

Post by YannickV » 18 Jul 2019, 05:24

I have the same problem since one of the last updates with 1 of my 5 camera's. Only the most recent camera has this problem. All camera's are running 155 firmware.
No switch to night mode at any time (Not during live view, not when movement detected (can't be detected anymore during night), not during 24h timelapse...
All Infrared lights are on, I think it's software related and a firmware update could maybe resolve....

riskymoth
Posts: 2
Joined: 14 Jul 2019, 19:40

Re: My outdoor camera as stopped going in to lowlight mode.

Post by riskymoth » 07 Aug 2019, 12:26

My camera had been going into lowlight mode correctly for a while until last night it again failed to switch...

This is a major issue - my camera has previously recored intruders, but without night vision working reliably, there is a chance future cases will not be caught.

Thank you @Guillaume for your initial contact, but I’ve had no reply from my responses!

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

Re: My outdoor camera as stopped going in to lowlight mode.

Post by Guillaume_B_Netatmo » 12 Aug 2019, 15:33

Hello riskymoth,

We do answer to every ticket we receive and are currently pretty fast to answer. Could you therefore please make sure our answer did not end up in your SPAM box?
If not, I would appreciate if you could confirm your ticket number (send me a PM) so I can look into this.

I thank you in advance!
Guillaume
Technician specialist

Ruebenkind
Posts: 1
Joined: 27 Aug 2019, 11:48

Re: My outdoor camera as stopped going in to lowlight mode.

Post by Ruebenkind » 27 Aug 2019, 11:56

I have the same problem.
My Presence is using Firmware 155.
There is no switch to lowlight mode.
After a full reset, the lowlight mode worked fine for 5 days.
Then i had the same problem again.

Can anyone help ?

Thanks in Advance

Axel

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