no camera image at daylight conditions

[SteffenD]

Hi,
I have installed the E21V last week, everything working fine except the camera at day light.
I already updated the firmware from 21.0.2.30 to 21.0.3.15 at did a full factory reset without improvemt.

The behaviour is, at night I'm getting a monochrome image, during sunrise/sunset I'm getting a really good color image, but at day light the camera stops stream, so no image is provided. As soon as im putting my finger/hand in front of the camera and making the camera little bit darker streaming is starting again!

Is there any parameter I can change in the settings to fix this issue? Can you please try to reproduce this issue, I think you really need to do this outside in a brigth scene and the left side of the image should be white due a bright sky.

Thank you very much!
Steffen

[Akuvox_Shirley]

Hi sir,

I have tested it at daylight but failed to reproduce this issue.

Could you please send me a picture of the E21 at daylight? What does it show when you view its camera(video call and live view) and the camera stops stream?

Thanks&Best regards.

[SteffenD]

Hi,

thank you very much for your replay and support.
The camera stops streaming in live view and also RTSP. Video call I'm currently not using, I just transmitting the image from http://IP-adress:8080/picture.jpg to the phone and also this image is missing.

I will send you as soon as I can a sample image before the camera stops streaming. I'm out the hole week for work, so it might take until the weekend.

Regards,
Steffen

[SteffenD]

Hi,
please find attached a sample image in the morning before it gets to bright.
As soon it is geting to bright, the image is missing, so in live view nothing is displayed.
For me it soond like a hardware defekt, if you are not able to reproduce, because on my side its happening every day at daylight.

Thank you very much,

Regards Steffen

[Akuvox_Shirley]

Hi sir,

Thank you for the picture you sent.
The live view of the device will be black and show nothing at daylight, is it right?

After the issue appears, could you please go to Web - Upgrade - Advanced - System log and export the log file to us?
Step 1, change the log level to be 7 then reproduce the issue.
Step 2, click "Export" to export the log.

Thanks&Best regards.

[SteffenD]

Hi,

please find attached two log files, in both cases no image was displayed. Please also find attached the image without streaming, the screen is not black, the screen is emoty.-> no streaming.

Thank you very much for your support.

Regards,
Steffen

[Akuvox_Neil]

Hi Steffen,

The log which you provided started after the problem appear, we can not find the reason from the log.

1. Can you help to export another log (include the camera whole process "normal-stop working-normal") for us better analyzing?
You can do as followed:
- When the live view work normal (the problem is about to happen), change the log level to be 7, and then waiting for the problem appear.
- When the problem appear, putting your hand in front of the camera to make the camera work again.
- Click "Export" to export the log and send us.

2. Can you help to record a video which show the whole process of problem? We need the video for analyzing too.

Thanks a lot

[SteffenD]

Hi,
for sure I will try to help you, thank you very much for your fast replay and support!

Please give me a lttle bit more backgound how your log works, what does log level 7 means that I can make sure that I record the right things. I have attached another log, the camera did work yesterday night, during the day not and now working again. Loglevel was all the time 7. No reset in between. A full test in a short time at daylight I can do next weekend.
Regarding Video capture, please tell my how and which tool to use.

Best Regards Steffen!

[Akuvox_Neil]

Hi Steffen,

Thanks a lot for your support.

Log is a record of some sorts of processings which have been completed, and it is for future reference.
Log level 7 means it will record all processings which happen in device.

You can use your mobile phone to record, we need to check how the problem display. It may help us register the problem.

Thanks

[SteffenD]

Hello,
sorry for the late replay but I was out for several weeks.
Please find attached the log with Level 7 and a Video. In the Video you can recognize that the camera is stopping and starting depending on the image content.

Thank you very much and best regards,
Steffen