Cannot use Clear stream on webGUI

[Rob Bacon_109652065468548]

When I try to change the stream on my RLC-823A to Clear, I receive an error message as shown below...

Current device won't support video streaming in clear onde. Now it is streaming in other mode.

Any help please

[Reolink Lorenz]

@rob-bacon_109652065468548 Hi Rob, current WebGUI doesn't support H.265 video codec, which is why you cannot view the 823A camera in clear mode. Our team is working on the improvement now. You may use the desktop client to access the camera and use clear stream. Hope this helps.

[joseph_1979]

@rob-bacon_109652065468548 It seems that H.265 is not supported on the current Webui. I never came across as I normally use their clients.

[externalfacingalias_549955653959832]

I'm using Edge which has support H.265 (needs to be enabled, HTML5test reports H.265) - however, it's still reporting an error. Is there a work around to get the web player?

[Reolink Lorenz]

@externalfacingalias_549955653959832 I am sorry that the only workaround is to use the desktop client. Though some of the web browsers support H.265 now, we don't plan to enable h.265 vidoe codec on our webUI very soon. That's why you still get an error when trying to stream video in H.265 codec via a web browser. Hope this helps.

[markus klenk_669498755551272]

@reolink-lorenz
What is the "desktop client"? Or do you have solved the problem with the webgui now?

[joseph_1979]

@markus-klenk_669498755551272 It's reolink client.

[williamjjames65_518880897646817]

@joseph_1979 I have the Reolink client installed on both Windows 11 and Windows 10 machines. While it seems fine using Clear on W11, the W10 machine shows no video in Clear but is fine with Balanced or Fluent. I've just discovered the Microsoft HEVC Extensions but installing that makes no difference. Does the Reolink client need something else, or reinstalling?

[joseph_1979]

@williamjjames65_518880897646817 Viewing H.265 streams is handled by the client. Uninstall all old Reolink clients and re-install. If you get the same issue, try to install Redist DirectX.

[williamjjames65_518880897646817]

@williamjjames65_518880897646817 More experimentation leads to success! Toggling the client option Hardware Decoding First to off led to a restart and a warning that a update package for DirectX was needed. Good instructions for this, Reolink! I guess that my non-existent hardware decoder was tried first and then the software approach failed silently - not so good, Reolink!

[joseph_1979]

@williamjjames65_518880897646817 Client uses old DirectX dlls. So now you have client working on both OS. Note that if you use the client from an external network, viewing is always defaulted to fluent and you have to change it to clear. This is due to the P2P Relay server bandwidth offered by 3rd parties (Azure/AWS) and this is not infinite and free.

[user_823105804419257_823105804419257]

There is no desktop client for Linux and no clear stream for the webapp. Can I return my camera? This is a deal breaker. This will alter my purchasing decisions in the future.

[Chopstix]

@user_823105804419257_823105804419257 for information regarding returns and refunds, please visit https://support.reolink.com/hc/en-us/categories/360000280514-Orders-Payment/

[fireflynj_236912991023352]

That makes no sense, I get clear mode on most of my cameras on webGui but not on the one camera, which tells me its not the webgui but the camera itself.

[Chopstix]

@fireflynj_236912991023352 the camera that does not have it, do you have another of the same model that does?