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Devedander's avatar
Devedander
Aspirant
Mar 19, 2022

Canvas changes art even when Set to freeze

Despite setting my canvas to freeze it will randomly change pictures sometimes many times a day and sometimes not for days at a time.

I finally go so frustrated I setup a camera to record and make sure nothing was interfering.

I finally caught it switching. No one close or walked by or made a shadow.

It just changes.

I have a ticket open with netgear but haven’t heard anything back from them.

https://imgur.com/a/HLNPerY

3 Replies

  • ChristineT's avatar
    ChristineT
    NETGEAR Employee Retired
    Apr 11, 2022

    Hello Devedander ,

     

    I am not able to replicate this issue however, we are still looking into this. Can you please share more about your Canvas settings? I assume you have Freeze Image enabled under Duration? A few other things to check:

     

    • Can you please share the other settings under Duration?
    • Playlist Rotation disabled?
    • Image shuffle enabled?

     

    Please also check to ensure your software is up to date? As I'm writing this I just checked my own software and there was a newer version available. Can you confirm which version you are seeing this issue on?

     

    Many thanks,

    Christine

     

     

    • Devedander's avatar
      Devedander
      Aspirant
      Apr 12, 2022

      I included ask the settings in ticket  but long an short of it is they sent me another unit and it did the same thing. It off box I only changed the image time to freeze and made sure auto updates were on. It only had the default sampler playlist. 

      For a week it would change one or more times a day. Once in the middle of the night when everyone was asleep and the curtains all drawn. 

      I captured several instances on my webcam and sent them in. I returned the new unit as it was no better than the old unit. 

      Still waiting on a response from support. The videos have a timestamp on them so I'm hoping there is some kind of log they can look at 
       

      • KevinLiT's avatar
        KevinLiT
        NETGEAR Moderator
        Apr 13, 2022

        Hello Davedander,

         

        Thank you for bringing this issue to our attention!

         

        Our support team will get in contact with you as soon as they are able to find a solution to this problem. 

        Please keep us updated on the progress of this issue as it may help out others in the community.

         

        (Unfortunately, I had to remove the ticket number from the post)

        Best,

        Kevin

        Community Team