Responses (9)

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  Chelsea_Ring

  Hey @leecollings. Have you noticed the lights not coming on during the night time during motion events? I know you may not be paying attention to your camera at this time, but if you could observe it, let me know if this is the case, as this would explain the very dark and poor quality. If the lights are coming on and the video still looks like this, you can disconnect the power to the device for a minute or so before restoring it. I recommend doing this during a time it is dark to see it's working in real time instead of looking back the next morning at videos that may still be too dark. If you check the Live View and it's still dark after a reboot of the power, try resetting the device by pressing and holding the setup button for 20 seconds, and then check the Live View in a few minutes to see if it's better then!

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  06-05-2020 06:43:38

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  leecollings

  Hi, The lights come on when there is motion, but that’s not what my issue is. When the lights are off, I should be able to see at night using the IR leds on the device. But it seems like these are not on at all. Is there a diagnosis check to see if they are faulty? The lights work fine, and are not related to the issue here, it’s purely the LED IR lights that are supposed to work with night vision.

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  06-05-2020 07:18:40

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  Chelsea_Ring

  @leecollings Thank you for that additional information, that helps clear it up more for me! The night vision should for sure be activating as well, and it seems we may have to just reboot the device to get the night vision to work around. Three different things to try to see if this helps fix this concern: - Power cycle the Floodlight Cam by turning off power to the breaker and then turning it back on after a minute. - Reset the device by pressing and holding the setup button for 20 seconds. - When it is dark outside, flash a light into the camera to see if you can trigger the IR filter to pop up when the light is then pulled away. If it is dark enough outside, the night vision should be able to kick in. Let me know how this goes! In addition, you can reach out to our support team via phone [here](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch) to see if they can take a deeper look into this.

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  06-05-2020 09:49:53

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  leecollings

  Thank you Chelsea, I’ve done the first step and did a power cycle keeping the floodlight cam unpowered for about 3 minutes. Will try and see later tonight if this has fixed the issue. However if it turns out that all the IR LEDs have failed, can these be replaced at all? Or would a whole new unit need replacing?

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  07-05-2020 05:09:05

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  Chelsea_Ring

  @leecollings Awesome, I hope to hear that it's working when tonight comes around, but please keep me posted. If the IR filters have failed, I believe you will need to get the whole unit replaced! Our support team [here](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch) can verify this for you if you find it's not working still, as well as do advanced troubleshooting to try to get it working. They will also let you know if you are still within warranty or still have a warranty (through a Plus Plan for example) to get it replaced if need be. Let me know how everything goes! :)

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  07-05-2020 06:13:09

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  leecollings

  an update here, I was hopeful that when it started getting dark I could see the red IR leds on the camera (see attachment). Are these the IR leds I can see? But after waking up this morning and checking the camera during the night, it's clearly still not working as the picture is pitch black until the next morning when the sun starts coming up (see attachment). I don't really want to spend ages on the phone with a support line (I don't call support lines anyway...). Based on my photos, what would you further suggestions be?

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  08-05-2020 08:43:00

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  user3237

  I’m having same issues! In fact I’ve already switched my doorbell due to constant issues and I’m about had it with the floodlight. It was already swapped out for warranty once about a year ago now can’t see night vision and I’m sure it’s just past warranty and I don’t time have to play there games try this or that and works for maybe a day and does it again from what I’ve read it’s probably the IR light unit that went out. For the price I pay for there products they should last longer then then do.

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  22-11-2021 02:45:06

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  Ralphsring

  Hey leecollings I don't know if you got your camera fixed or replaced by ring. I had the same problem with the picture turning ping and after a few taps, it returned to normal. This is a weekly process if not daily. I now noticed the IR went off, so I tapped it again and it came on. Hope this information helped. And yes, customer service takes a long time cause they constantly place you on hold and answer other calls. Good luck

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  09-01-2022 05:15:58

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  Natalie_B

  I am having the same issue. Following for an answer to try to fix this situation. My floodlight camera is useless at night, which is the whole purpose of the camera.

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  04-03-2022 03:20:40

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  Caitlyn_Ring

  Hi neighbors! The night vision on your Floodlight Cam should kick in when it is dark enough outside. If the night vision is not activating when it's dark, here are three different things to try to see if this helps fix this concern: * Power cycle the Floodlight Cam by turning off power to the breaker and then turning it back on after a minute. * Reset the device by pressing and holding the setup button for 20 seconds. * When it is dark outside, flash a light into the camera to see if you can trigger the IR filter to pop up when the light is then pulled away. If it is dark enough outside, the night vision should be able to kick in. If the night vision still does not work after trying these troubleshooting steps, our support team can assist with taking a more in-depth look at your Floodlight Cam. Please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support. :)

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  07-03-2022 07:16:29

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