Reolink Windows Client Not Working

[Kushan Fernando_464713498923236]

Hello guys,

Reolink Windows client (reolink_client_885.exe) is not working on my Windows setup. When the exe is executed, no screen comes up, but I see the process is continuously running in the task manager.
I don't see any exceptions. Nothing appear in the Windows Event Log.
I'm not sure where you write the log files, but when I run the exe (Reolink.exe) on a debugger, I see the following exception. I've attached the full debug log and the system info for your information.

Exception thrown at 0x7718E4F2 in Reolink.exe: Microsoft C++ exception: ShaderCache::ShaderCacheFileBackedEmptyCacheFileException at memory location 0x095EAC68.

[joseph_1979]

@kushan-fernando_464713498923236 Try to change the boolean value of hardware acceleration to 'false' in file c:/users/your_username/AppData/Roaming/Reolink/userSettings ............... {"key":"hardware-acceleration","type":"boolean","value":false,"_id":"sSr1ypxxxxxxxxxxp"}. Re-run client.

[Kushan Fernando_464713498923236]

@joseph_1979 That didn't fix the problem.
That file was not created there. I install the program for all users, therefore, I guess, the file should be created in the location you mentioned if it runs correctly. However, it did not.
Then I copied the same file from another system and modified the value, but with no success.
I get the same c++ exception when I run the program through the debugger as before, and no change in behaviour.

Exception thrown at 0x7718E4F2 in Reolink.exe: Microsoft C++ exception: ShaderCache::ShaderCacheFileBackedEmptyCacheFileException at memory location 0x095EAC68.

[joseph_1979]

@kushan-fernando_464713498923236 Are you running win 11? I suggest you to uninstall the Reolink client and download and install the beta 8.10.2 at https://bit.ly/41LhWCh

This belongs to Reolink and it is safe to download. I think there is an issue when the program tries to copy a buffer to another area. If you are familiar with C++ this is the memcpy command.

This is the first time I saw this exception error being thrown when running Reolink.

[Kushan Fernando_464713498923236]

Thanks @joseph_1979. The beta version (8.10.2) works.
For your info for possible further investigation, I run this on Windows 10. My full system info is added as a comment below.

[joseph_1979]

@kushan-fernando_464713498923236 Nice to hear that. I am a customer like you :). Maybe you can assist the support by sending them an email with all the details. Maybe they are using on older MS visual C++ distribution library.

[Kushan Fernando_464713498923236]

System Info

OS Name Microsoft Windows 10 Enterprise
Version 10.0.19045 Build 19045
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name --
System Manufacturer Dell Inc.
System Model Precision 7670
System Type x64-based PC
System SKU 0B2A
Processor 12th Gen Intel(R) Core(TM) i9-12950HX, 2300 Mhz, 16 Core(s), 24 Logical Processor(s)
BIOS Version/Date Dell Inc. 1.10.0, 2/14/2023
SMBIOS Version 3.4
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Dell Inc.
BaseBoard Product 091YVN
BaseBoard Version A01
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "10.0.19041.2728"
User Name ----
Time Zone ----
Installed Physical Memory (RAM) 64.0 GB
Total Physical Memory 63.7 GB
Available Physical Memory 17.3 GB
Total Virtual Memory 73.2 GB
Available Virtual Memory 44.3 GB
Page File Space 9.50 GB
Page File C:\pagefile.sys
Kernel DMA Protection On
Virtualization-based security Running
Virtualization-based security Required Security Properties
Virtualization-based security Available Security Properties Base Virtualization Support, Secure Boot, DMA Protection, UEFI Code Readonly, SMM Security Mitigations 1.0, Mode Based Execution Control, APIC Virtualization
Virtualization-based security Services Configured Credential Guard
Virtualization-based security Services Running
Device Encryption Support Elevation Required to View
A hypervisor has been detected. Features required for Hyper-V will not be displayed.