App 8.7.1 or any, windown 11 error

[BELLA_412621634248833]

I installed the management software on windows 11 all versions, all of them got the error,
after working for a while all the screens go black,
Is there any software installed to support video playback without errors?
Thanks

[Reolink Lorenz]

@bella_412621634248833 Hello Bella, thank you for the feedback. Our team is now looking into the issues with the Windows 11 integration. You may use the phone app or the web UI to watch video playback at the moment. Hope this helps.

https://support.reolink.com/hc/en-us/articles/360003981973-How-to-Remotely-Access-Reolink-Cameras-via-a-Web-Browser

[yazdi_49518683485]

Hello, is there any update on this? I have the same error, even now with V8.7.3. The screen will go black after a period of time and I will have to close and reopen the app again. It is more often when the screen returns from sleep.

[Reolink Fiona]

@yazdi_49518683485 Here is the v8.8.0 beta Client. You can have a test. Try to disable the hardware decoding and see if it can solve the black screen. https://community.reolink.com/topic/3746/client-v8-8-0-beta-test-finally-the-time-lapse-function-on-the-client?page=1

[user_602823464235116_602823464235116]

@reolink-fiona Hi! I am experiencing the same issue, even after turning off hardware decoding. have even tried running as ADMIN and in compatibility mode on Windows 11. Every time I go to view a live stream. it will pull up a black/gray window and then the reolink client application becomes unresponsive. I am on version 8.8.1. I have a client on Windows 10 who can access the system fine

[Reolink Fiona]

@user_602823464235116_602823464235116 There may be a graphic card issue. You can submit a request here and our tech will have a look at your specific case. We will collect more cases and make it better.

[user_617634396287021_617634396287021]

@reolink-fiona

hi where to turn off the hardware decoding?

[BELLA_412621634248833]

You guys are very unprofessional.
Reolink has only one computer?
I have 10 computers and I have tried all computers, and only the computer with the discrete video card and the reolink running in that mode has no errors, and all computers in automatic mode all work error....
?????????????????????????

[BELLA_412621634248833]

Know why you are not professional?
I'm a customer and have a longstanding bug that I've commented on since (March 6, 2022, 12:37)
And now it's been too long,
Future-oriented, technology changes by the hour,
Fix it as fast as possible, if the engineer is too bad,stop and replace the better ,
Nothing money can't do, it's important to know the price and quality.
My English is not good, but I'm sure you will understand,
Google

[Firehouse_489264075415780]

This is still a problem. I have a new laptop that is one week old, everything up to date and using the 8.8.1 client app and I also get the black screen error. The client will go all black as soon as any camera tries to stream and only when that happens. I've also tried to disable hardware rendering and tried every compatibility mode available and it still fails. Is there a new version being developed? This has been a known issue for over 4 months from what I can see on here and that's an insane amount of time for a software bug.

[Firehouse_489264075415780]

@firehouse_489264075415780

Ok here is a workaround:
I opened the app and quickly selected a single camera view and then when it went black, I closed and reopened and then selected a camera channel with no camera on it so that it wouldn't automatically stream. That stabilized it long enough so that I could go to the camera-level settings (gear icon on the top right) and then from there I deselected hardware decoding. I then closed the app and reopened. Previously, I just tried deselecting that without rebooting the app. The cameras now work and I can view all of them on the stream. So, the fix for Reolink (if they ever even do it) is to make the hardware decoding function again.

[Splen]

@firehouse_489264075415780
thanks for the workaround!!!

[abline_300510094090438]

I have just upgrade to Windows 11 PC and I have the same problem. The client software fires up for about a half a second then goes grey/black. This is hopeless ans seems to have been going on a while. Surely REOLink must employ capable support programmers to fix and test this? Perhaps not!!

[abline_300510094090438]

@abline_300510094090438 OK. Here is a full proof workaround. The Reolink userSettings file can be found on the C drive using File Explorer (as long as you have set it to show hidden directories).

It is at C:\user\<yourusername>\AppData\Roaming\reolink and it is called userSettings which you can edit with Notepad,

Scroll down to find this key:

{"key":"hardware-acceleration","type":"boolean","value":true,"_id":"SC7vYAO3Jz5CRFqs"}

(Note: I'm not sure if the id at the end might be different for you, but don't change it)

Just change the word true to false, save the file, and that then works next time you go in. I hope that helps. It's been a frustrating bug.

[user_619230211149906_619230211149906]

@abline_300510094090438 Thanks for the workaround. It actually works!!!