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Comments
29 comments
Hello everyone,
I would like to remind you that the Forum is intended for discussion and mutual support among Netatmo users. The moderation team is not obligated to respond to every message. If you haven't already, you can review the forum rules here: Welcome to the Netatmo forum!
For personalized assistance, please submit a request through our Help Center. Visit https://helpcenter.netatmo.com/hc, select the product and article that best matches your issue, and click "Send a request" at the bottom of the article. Our Support team will then get in touch with you via email.
Have a nice day!
My outdoor camera without siren works perfectly in the day but I cannot see anything at night - the sound is fine and the light works though
I am having the exact same thing with my two outdoor cameras… Amazing during the day, but at night I only get a black screen with sound.
I have exactly the same problem. two cameras next to each other, one has night mode that works and the other doesn't. I have no idea how to fix this.
Yeah, same problem here. Any solutions by now?
Same, no miore IR night vision in tthree out of four indoor camera . I tried it all ( reboot, Reset , etc) wirh no result , and no support from the customer service .
I have had the same problem for several months. Is there a solution? And how can I actually contact support?
Very sad to read all of these unresolved issues as one of my 6 Netatmo Presence camera started to show black, blank screen at night too.
I hope that a solution comes from Netatmo.
I have exactly the same problem with one camera. I tried everything…
Same issue at one of my four cameras…
What is the plan of netatmo here?
Same issue here, started some months ago. Sometimes the IR lights work, sometimes they stay off and there is no way to switch them on again.
Same issue here too. As of tonight one of the cameras no IR night vision anymore. Very irritating I must say! Don't know what is happening with Netatmo customer service. Once I was very happy with its products and services but lately it is very quiet with innovations and customer care. So frustrating when your home security is build with Netatmo
I'm also seeing this issue now. I've noticed that by adjusting the floodlight intensity this can get the IR to switch on but it switches off again a few seconds later. Can anyone reproduce this?
Exact same issue here - Presence 1 camera. Night vision isn’t functioning, just get a black screen with sound which seems to mean that motivation activation isn’t working either.
Help Netatmo!
And same thing - adjusting floodlight strength (doesn’t matter to what value) means night vision returns but only for a few seconds.
Clearly a software bug that should have been fixed ages ago.
Will someone from netatmo finally take care of the problem? It's embarrassing that no one fixes such a system error. The competition is outshining you in terms of functions, but at least they could just work.
I am writing as a deeply dissatisfied customer, extremely disappointed that the IR night vision of my Presence camera has completely stopped working, despite multiple resets, reboots, and reinstallations — all with no result. This malfunction has persisted for months and severely compromises the purpose of the camera, leaving my home unprotected at night.
What is absolutely unacceptable is the complete lack of a clear, concrete response from Netatmo support, even though many users are experiencing the exact same problem and forum discussions remain unresolved (helpcenter.netatmo.com
).
I therefore demand, in the strongest terms:
An immediate clarification of the root cause: is this a confirmed bug? Firmware issue? Hardware defect?
A real, documented, and available solution: either through an urgent software update, a repair/replacement process, or precise technical guidance.
A firm commitment from Netatmo regarding the timeline for a fix, alongside transparent communication.
It is frustrating to see that competitor brands offer similar products where such a basic functionality simply works, while Netatmo customers are left in the dark — literally and figuratively.
I expect a prompt, concrete, and documented response from your team.
Hi everyone,
👉 I would like to draw your attention to the official comment in this thread.
John:
I understand your concern and multiple requests, but as mentioned several times, this Forum is intended for discussion and mutual support among Netatmo users. The moderation team is not required to respond to every message. You can review the forum rules here: Welcome to the Netatmo forum!
For personalized assistance, please submit a request through our Help Center: https://helpcenter.netatmo.com/hc. Select the product and article that best matches your issue, then click "Send a request" at the bottom of the article. Our Support team will then contact you via email.
We kindly ask for your understanding, as posting multiple comments on the forum will not speed up the process. The best way to receive support remains through our Help Center.
Have a nice day.
Thank you for your message. However, with all due respect, this is not about individual support requests - it is about an official clarification regarding what is happening with these cameras. Many users are affected, and it is not reasonable to expect every single one to open separate tickets just to receive the same information privately.
What we are asking for is one clear and official answer here on the forum, so that all customers can understand the situation. Redirecting us to the Help Center only fragments the issue and hides the transparency that should exist when so many users experience the same problem.
We are not looking for faster personal support, but for accountability and an official statement from Netatmo regarding these cameras.
Can you please escalate this request internally so we can finally get a proper update?
It’s really quite ridiculous that so many people have described the exact same issue over a considerable period of time and Netatmo have been quite quiet about it.
What do we all need to do to force a response from Netatmo support? All log tickets on a daily basis Giada?
Same problem here with one out of three cameras. After a long power off ir comes on for some minutes or a whole night. But not working anymore. Floodlight not working too anymore. Looks like a hardware issue. Some guy on youtube opened the camera and found a defect in power supply.
So we know why netatmo is not answering ;)
Netatmo would do well to launch a new hardware version with a faster and better camera. Compared to the competition, Presence is really outdated and slow. It's incredibly slow. Some detections only occur after the person has already left. This works much better with other cameras.
Same situation, 3 cameras, 2 operating correctly, one "whenever it wants". The faulty camera is the only "fully isolated" one: under the roof, never sun or heat exposed unlike the other 2.
IR remains off and at the same time, the Floodlight does not work at all. I have another camera from another brand that is in front of the faulty Presence, and looking at how it operates over the night, I can see that randomly, the Presence will light up for a random duration (between one minute and a few hours) and turn off again. Sometimes it will work ok for a full night for a few consecutive days, but it gets quite rare.
This is really frustrating for a device of that price to have that kind of behaviour and such unreliability... This, without anybody from the support jumping in other than advising power cycling it.
3 presence cameras. 1 faulty. Floodlight works, although it often goes off during the night for no apparent reason, i.e. no entry in the timeline. At night, if I adjust the floodlight intensity, the IR will come on for a few second then go off again. Many have reported this strange behaviour, which demonstrates the IR can work, but just, for some reason, randomly stops doing so at some point. I really don't want to replace all my cameras, which I agree are now out of date compared to the competition. I'll wait for my other cameras to display this design fault whilst Netatmo ignores the situation and its loyal customers.
Camera per interni (quella a forma di cilindro color oro). Con visione notturna, l'illuminatore infrarossi a volte si accende per un'istante, a volte non si accende proprio (e rimane tutto buio nero). In passato ha lavorato perfettamente (per 6 mesi)
@angelovola80
I looked up your issue on web and AI suggested this answer :
The issue with your indoor camera's night vision likely stems from an insufficient power supply, a problem with the camera's light sensor, or an internal hardware malfunction. To fix it, first check for and clean any obstructions on the lens, then ensure the power cable is securely connected and the power source is adequate. If the problem continues, you may need to test the camera with a different power adapter or cable or contact the manufacturer for a replacement if the unit is faulty.
Potential causes and solutions
1. Power supply issues
Problem: An inadequate or inconsistent power supply can cause the IR illuminator to behave erratically or fail completely.
Solution:
Double-check that all power cables and connections are secure.
Use the power adapter that came with the camera and ensure it's the correct one.
Try plugging the camera into a different power outlet or a different port on the NVR (if applicable).
2. Sensor and lens obstruction
Problem: Dirt, debris, or an unremoved plastic protective film on the lens or sensor can interfere with the camera's ability to detect light levels accurately.
Solution:
Carefully clean the camera's lens and sensor with a soft, dry cloth.
Remove any plastic film that may still be on the camera's glass.
3. Hardware or internal failure
Problem: If the IR illuminator LEDs are malfunctioning, or there is a problem with the internal IR cut filter, the night vision will not work correctly.
Solution:
Reboot the camera by unplugging it for about 20 seconds and then plugging it back in.
If the issue persists, it's likely a hardware problem. Contact the manufacturer, especially if the camera is still under warranty.
4. Environmental factors
Problem: Sometimes, a strong light source in the camera's field of view can confuse the sensor and prevent the IR lights from turning on consistently.
Solution:
Temporarily move the camera to a completely dark room to see if the night vision works correctly.
If possible, place a light source near the camera or use a separate IR floodlight to illuminate the area.
Your indoor camera
Flashing Red: The camera has no internet access but is connected to the Wi-Fi router. You will need to troubleshoot your internet connection to resolve this.
Red: The camera is on and recording
Regarding the long standing and recurrent IR floodlight camera issues - just ensure the seal at the wiring box is intact ( use silicon sealant ideally or duck tape ) , and remove and clean or replace the memory card - this often helps all issues )
Sorry can’t suggest anything else .
My ancient one is working fine - I can see the red infra red lights whereas I hadn’t noticed them at the beginning of installation.
( I also found a toggle to turn them off on the app after my neighbour complained that my light was continuously on at night - but this was her camera picking up the IR light as floodlights were actually off ) .
My other floodlight w siren intermittently went offline with all the security gear but this was due to unstable internet.When my WiFi router settings were adjusted- all remained stable for 2 yrs until few months ago when floodlight went offline intermittently ( but indoor welcome cam unaffected) : came back on after 15-30 mins
I just need to check the light isn’t on
A shame as the product is good if it works as it should
Same here, infrared just doesnt work anymore.
Guess Netatmo doesnt want to have staying customers. Looking for another option now
IR Night vision, does not work on 2 out of 5 camerasdisappointment.Please sign in to leave a comment.