Reolink PC client crashes with Duo Wifi when in solo camera mode

[acanicio_729093081293029]

Rear Reolink community,

I finally received my 3 last cameras.
I now have :

• 2x E1 Outdoor
• 2x Duo Floodlight Wifi
• 1x Video doorbell Wifi

I use the Reolink PC client.
When in solo camera mode (i.e. display one camera on the screen) the client crashes with the duo camera before even showing a single frame.
In scrollview mode, when displaying the duo camera stream, the program crashes.

This does not happen when in multiple camera (mosaic) mode.
The other cameras' (E1 Outdoor) streams are displayed correctly.

I have version 8.12.1.
Windows 7 SP1
8Gb ram
1Tb HDD.
Thank you for your help !
Best regards
Axel

The renderer.log file show this error at the time of the crash :
[2023-09-10 10:50:16.008] [error] "main > app.vue > stopbeep > audio: " undefined
[2023-09-10 10:50:16.068] [info] "------player.vue > showedPlayerChannels: , start: 0, end: 1"
[2023-09-10 10:50:16.712] [info] "------player.vue > showedPlayerChannels: , start: 0, end: 4"
[2023-09-10 10:50:16.869] [info] "-----onPlayerChannelAdded: CAMCAN002 CAMCAN002----"
[2023-09-10 10:50:16.875] [info] "------player.vue > showedPlayerChannels: 0, start: 0, end: 4"
[2023-09-10 10:50:16.947] [info] "-----onPlayerChannelAdded: CAMCAN001 CAMCAN001----"
[2023-09-10 10:50:16.952] [info] "------player.vue > showedPlayerChannels: 0,1, start: 0, end: 4"
[2023-09-10 10:50:16.974] [info] "-----onPlayerChannelAdded: CAMCAN004 CAMCAN004----"
[2023-09-10 10:50:16.977] [info] "------player.vue > showedPlayerChannels: 0,1,2, start: 0, end: 4"
[2023-09-10 10:50:17.045] [info] "------player.vue > showedPlayerChannels: 0,1,2, start: 0, end: 4"
[2023-09-10 10:50:17.114] [info] "------player.vue > showedPlayerChannels: 0,1,2, start: 0, end: 4"
[2023-09-10 10:50:24.142] [info] "------player.vue > showedPlayerChannels: 2, start: 2, end: 3"

[joseph_1979]

@acanicio_729093081293029  Seems to be a video driver issue. Try to disable hardware acceleration first from the main menu of the client. The 8.12.1 requires DirectX9 and if you don't have it you need to install DirectX redist (June 2010). Try the 8.8.5 version which is 32 bit client.

https://support.reolink.com/hc/en-us/articles/360012466173-All-Reolink-Client-Versions/

[acanicio_729093081293029]

@joseph_1979
Thank you for your suggestion.
I disabled hardware acceleration on the client but it didn't change the issue. Still crashing as soon as the DUO camera comes into view.
Dxdiag gives me :
DirectX 11
Intel core i5 M560 @2.67GHz
Intel HD graphics version 8.15.10.2281
Thank you !

[joseph_1979]

@acanicio_729093081293029 That's the recent but the 8.1x.y clients require DirectX redist (June 2010). Download it and install. It won't overwrite the X11 but adding older libraries DLLs.

[acanicio_729093081293029]

@joseph_1979 Thank you. I've already done it, but nothing changes. It still crashes with DUO camera, even after a complete reinstallation of the client.
It works great with the E1 outdoor and the Wifi video doorbell.
Maybe a resolution issue ?

[acanicio_729093081293029]

@joseph_1979 Installed 32bit version and it works.
However refresh rate is catastrophic, and the display is not refreshed when in scroll view mode, i.e. the image stays from the same camera, with a hourglass symbol stuck in the center.

[acanicio_729093081293029]

I think I finally solved the problem.
I reinstalled the latest 64 bit version of the reolink PC client, and I set the stream clear resolution for the duo cameras to 4096x1536 instead of 4608x1728.
Now the client does not crash anymore.
Furthermore I have seen that the highest stream resolution (4608x1728) generates partly scrambled mp4 recordings.
The image is badly truncated at the bottom and at the right, showing vertical lines (bottom) and horizontal lines (right) as if the full resolution was not supported by the recording format.
When downsizing to 4096x1536, the recorded video is perfect.

Best regards
Axel

[joseph_1979]

@acanicio_729093081293029 There seems to be an issue in the video driver. I have two DUO 2 and the clear stream is set as follows and have no issue with v8.12.1.