Arlo night vision not working

[trburkiz]

I have 2/3 cameras that have always struggled to turn on night vision consistently.  The technical support people are not helpful. I've been troubleshooting myself and I have found that when I cover the light sensor on the camera with my thumb that the night vision only turns on when there is low ambient light. If there is good light then covering the light sensor doesn't turn on night vis]ion.  I would think covering the sensor with the thumb would turn on night vision regardless of the ambient lighting condition because Im blocking all light into the sensor when Im covering it with my thumb. Does anyone know if there is another light sensor on the pro 4 other than the one to the left of the lens that I have been covering with my thumb?

[StephenB]

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@trburkiz wrote:

Good idea but I will try running the camera off continuous power with the battery removed first. 

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That is possible, but I'd be surprised if it changes the behavior.  Still worth characterizing though.

The main benefit that other posters have found with removing the battery is that many cameras will run at lower temperatures with the battery removed.

[trburkiz]

Alright so I think its safe to say that running the garage camera on battery has resolved the night vision not turning on issue.  Here is the weird thing though:  My other outside camera in the backyard which is still running with battery in and power cord attached has also started working properly.  Any idea how this could be the case?  

[StephenB]

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@trburkiz wrote:

Alright so I think its safe to say that running the garage camera on battery has resolved the night vision not turning on issue.  Here is the weird thing though:  My other outside camera in the backyard which is still running with battery in and power cord attached has also started working properly.  Any idea how this could be the case?  

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Any chance there was a firmware update?

Might be worth a quick retest of the garage camera.

[jguerdat]

You can check for updates at any time at:

https://community.arlo.com/t5/Firmware-Release-Notes/bd-p/arlo-release-notes

There can be a day's delay is posting there.

[trburkiz]

Dont see any new firmware updates. I put the garage camera back on continuous power with battery still in and will monitor over next few days. I suspect issue will return for both cameras. Will keep you posted.

[trburkiz]

Night vision stopped working on garage camera the second night after reattaching the power cord. So it is confirmed that night vision activation is impaired while having continuous power to the camera with battery in.  I just removed the battery and am now powering the camera with just the power cord. Will keep you posted with results.  

[jguerdat]

If it worked at all and nothing else changed, including the ambient light, it would seem to be a faulty camera. Your testing should still continue which could be illuminating (like that pun?).

[trburkiz]

lol good one.  Not a faulty camera as I replaced it twice in the past and issue persisted. We are dealing with an engineering design flaw here.  Dunno if its as easy as a SW change or if its a hardware issue.. None the less we will need to report it.  Are you aware of a contact path to escalate this to the engineers in the states? Dealing with the people in India goes nowhere.

[jguerdat]

Support is support. The only difference is the phone number for different regions so likely a different support center.

[StephenB]

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@trburkiz wrote:

Are you aware of a contact path to escalate this 

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The mods ( @JamesC and @ShayneS ) can check to see if this has been reported to development.

[trburkiz]

Ok, issue still persists with battery out and power cord attached last night.  How do we get those 2 mods on this thread?

[StephenB]

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@trburkiz wrote:

Ok, issue still persists with battery out and power cord attached last night.  How do we get those 2 mods on this thread?

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My previous post tagged them.

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43431570