topic Re: Picture turns red in Arlo

Picture turns red

John — Mon, 26 Sep 2016 21:47:18 GMT

Hello,

Has anyone experienced this issue. On several cameras, at one point, when the night vision turned on, instead of a B/W picture the picture was red. When I took out the batteries and reinserted the problem fixed itself. Now on one of the outdoor cameras the picture is once again red?

Re: Picture turns red

DanielT — Sun, 25 Jan 2015 20:12:03 GMT

Hi John. I work in the Arlo support department... I'll reach out to you in a personal message to address this problem you're seeing.

Re: Picture turns red

Blackharley — Sun, 25 Jan 2015 21:13:30 GMT

Having same issue

Re: Picture turns red

snip3rboy — Mon, 26 Jan 2015 06:47:49 GMT

John wrote:
Hello,

Has anyone experienced this issue. On several cameras, at one point, when the night vision turned on, instead of a B/W picture the picture was red. When I took out the batteries and reinserted the problem fixed itself. Now on one of the outdoor cameras the picture is once again red?

Hi @John

What are the firmware versions on your cameras that demonstrated this issue?

Re: Picture turns red

John — Mon, 26 Jan 2015 23:20:19 GMT

Thank You

Re: Picture turns red

John — Mon, 26 Jan 2015 23:20:59 GMT

1.1.2074

Re: Picture turns red

Blackharley — Mon, 26 Jan 2015 23:36:09 GMT

2074

Re: Picture turns red

Mitchell — Thu, 29 Jan 2015 18:02:23 GMT

I'm having the same issue with my outside camera. Cycling power solves the problem for a day, but that's a pain. Contacted Customer Support, they created a case file and will get back to me.

Re: Picture turns red

ChristineT — Fri, 30 Jan 2015 18:53:53 GMT

Good morning Mitchell,

This issue seems to be a growing trend. We have notified our development team and are working with them to isolate the root cause of the issue. I apologize in advance for this seemingly silly question... but to confirm, have you removed the clear plastic film that covers the camera lens during the packaging process?

My guess is yes, but wanted to be sure this isn't a simple fix! Are you aware of any specific steps you can do to replicate this issue? Is your camera detecting motion at night then it doesn't convert back to Day mode cleanly?

I look forward to your update.

Best Regards,

Christine - Arlo Team

Re: Picture turns red

Mitchell — Fri, 30 Jan 2015 19:36:29 GMT

Christine,

Thanks for the response.

All film from packaging has been removed, I wish it were that easy.

I haven't played around with it that much (I have to get a ladder to get it down). I've only reset the camera a few times, then it will function normal for a day. I think you might be right that it is going into night mode and doesn't come out the next day and is recording in night mode during the day causing the redish hue.

Sounds like Netgear is going to replace the camera, I'm working with a support manager & have a support case open for the problem.

I think it's also prematurely draining the batteries, the camera that is acting up drained the fist set of batteries in little over a week. I pulled the batteries and tested them, and they were out of juice. My second camera that is working fine is still on the first set, I pulled and tested them (Since the camera reports they are low due to unrelated software issue) and they are still fully charged.

-Mitchell

Re: Picture turns red

John — Mon, 02 Feb 2015 21:43:56 GMT

Ok. Will wait for your message

Re: Picture turns red

shopkins1994 — Sun, 08 Feb 2015 21:21:03 GMT

Dang I am getting a red camera, too.

Re: Picture turns red

DanielT — Tue, 10 Feb 2015 01:16:33 GMT

Hi shopkins1994,

I have created a case for you in our Support application. I'll reach out to you from there. Thanks for your report.

DanielT

Netgear Arlo Customer Support

Re: Picture turns red

jblackorby — Tue, 17 Feb 2015 00:09:31 GMT

Hi.

I, too, am experiencing this problem. The camera was working fine for a couple of weeks and it started shooting in red (in may case...perhaps a bit pink) on Thursday and has been doing so ever since.

Should I contact Netgear support?

Cheers.

Jose

Re: Picture turns red

Alexmiami — Tue, 17 Feb 2015 14:14:16 GMT

I have the same issue, I installed and received the camera yesterday , this morning no battery like 11% and the camera is still red during day time, what should I do ? Is this camera defective ?

Re: Picture turns red

DanielT — Tue, 17 Feb 2015 18:26:28 GMT

jblackorby,

I have created a case for you in our Support Ticketing system, and I'll have someone reach out to you from there. Thanks for your report.

DanielT

Netgear Arlo Customer Support Team

Re: Picture turns red

DanielT — Tue, 17 Feb 2015 18:31:50 GMT

Alexmiami,

Our records show your camera is still on older firmware. Please power cycle it by opening and closing the battery door. It should then begin the firmware update process, and you'll see the LEDs alternating from blue to amber. Let this process continue until you see a series of rapidly flashing blue LEDs (this will happen after the LEDs turn off for a while).

Once it's on the new firmware, your battery level should report correctly. Let us know if that helps, and whether you're still seeing the red image.

Thanks!

DanielT

Netgear Arlo Customer Support Team

Re: Picture turns red

srice99 — Sun, 08 Mar 2015 18:33:36 GMT

I am having the same issue as others in one of my four cameras. I have cycled it on and off three times with no change. I also find it interesting that the support website doesn't have a link to send an email. And, the phone support isn't available on the weekend.

Re: Picture turns red

DanielT — Sun, 08 Mar 2015 20:43:50 GMT

Hello srice99,

I'll create a case to replace this red camera for you. Please keep an eye out for an email from Netgear Support.

Looking forward to resolving this for you.

DanielT

Netgear Arlo Customer Support

Re: Picture turns red

srice99 — Sat, 14 Mar 2015 19:23:22 GMT

Could you please resnd the email regarding the replacement of this camera? It went into my junk mail and was deleted.

Thanks