app display problem

[forumspost_440211376681112]

Hello, I've been having display problems in the app for 3 days since I got the new Samsung S25 Ultra. When I turn the smartphone and want the landscape view, the image is moved downwards and the displayed camera image is then only half visible. If I turn the smartphone portrait again, the camera image is OK. It's not the camera's fault, it's definitely a software problem, because on an S24 Ultra with Android 14, it works as usual. The S25 Ultra has Android 15. The app was also reinstalled. But the problem remains. Sometimes, but rarely, the view in landscape format is OK.

First Picture Portrait, perfect
Second Picture Landscape, bug

[Chopstix]

@forumspost_440211376681112 I am not an Android user but it could very well be a compatibility issue with the software on the new device. I recommend that you open a support ticket with Reolink Support. Include the description and photos as you have here.

[obrowne_92224518385850]

@forumspost_440211376681112
I also experience exactly the same issue.
1) Landscape bug with big black bar at top, pushing downwards the rest of the image, while in portrait view full image ok.
2) Also issue is on Galaxy s25 (Android 15) only and not on Galaxy S24 (Android 14)
I also suspect a compatibility issue between Android 15 and the Reolink App.
Looking out for a (speedy) Reolink App update in the Play store.

[joseph_1979]

@obrowne_92224518385850 I suggest you to submit your complaint with relative screenshots to support on support @ reolink .com

[obrowne_92224518385850]

Concerning this issue... (broad black border on top side of images)....
I Have noticed a consequent behavior on Samsung Galaxy S25 running Android 15 as follows:
1) Scenario start: Reolink App is closed.
2) Open Reolink App. >> App opens and load image of last viewed camera in Portrait view.
3) Click on the "full screen" icon. >>> Camera Image enlarges, but with the broad black border on top bug.
4) Click on the "reduce image size" icon >>> Camera image reverts back to portrait view.
5) Scroll sideways to another camera and click on the "full screen" icon. >>> Camera Image enlarges, but with the broad black border on top bug.
6) Click on the "reduce image size" icon >>> Camera image reverts back to portrait view.
So.. When the 1st camera image opens with the black border bug, all the rest continue to open with that bug.
HOWEVER....
7) Once in the portrait view....
8 ) click on the "expand" down arrow icon in the top left corner of the Reolink App (in portrait view) >>> You see a vertical list of all your cameras views.
9) Now select one of the vertically listed cameras, >>> Reolink App will connect to the selected camera.
10) Now Click on the "full screen" icon. >>> Camera Image enlarges correctly now.
11) Now all the camera images will expand correctly.

Please check if this works for you to...


So the workaround to expand the camera images CORRECTLY all the time is as follows:
1) Open the Reolink App
2) Click on the "expand" icon in the upper left corner of the Reolink App, to get a list of all your cameras.
3) Select the camera view you would like to enlarge out of that list, and click on the "enlarge view" icon.
4) The camera view will now enlarge without the BUG.

[AndrazK_932101882593456]

@obrowne_92224518385850

I have s25 with the same issue, but only one camera. Haven't been able to use the workaround. It is almost 2 months since this post. What do we need to do to get this fixed, as it is obviously a bug impacting multiple users...

[joseph_1979]

@andrazk_932101882593456 I suggest you to open a ticket with support. Go to https://support.reolink.com/requests/