Firmware Issues / Compatibility Problems.

mhb

I have over 1000 cameras of yours deployed over several dozen NVRs. You are the only brand that I sell.

I am seeing a problem with cameras I have purchased in the last week all from Amazon.

For example. An established RLN16-410 that was deployed almost two years ago. (Build 1808110 with firmware v2.0.0.4059_1606_18081116100)

One of the 16 cameras went down and I purchased a replacement B400. It did not work.

I figured that I got a bad camera and purchased a second B400 yesterday. It did not work.

These are BRAND NEW cameras, all of which I got this week.

I then took a brand new D400 out of my spare inventory. It did not work.

I went to another of my clients with a RLN8-410-E (Firmware v2.0.0.56_18092808101) and pulled a KNOWN WORKING B400 (purchased last fall) from the system and took it to the site and it did not work.

I have a second location that has a 8-Channel (RLN8-410-E) unit purchased in December, installed in January. NONE of the cameras purchased this week from Amazon work on it. Its firmware v2.0.0.122_19080208101

I came back to my shop where I had a brand new RLN8-410-E and all of the cameras worked. They work on firmware v2.0.0.269_20042901.

SO.. I am seeing that there may be firmware compatibility issues between cameras in inventory at Amazon, and older NVR units in the field.

Can you confirm this and provide a path to solution. With dozens of NVR units deployed, I am very concerned.

Cynthia

Dear customer,
I am sincerely sorry for the issue caused you.
You may update the firmware for a try.
https://support.reolink.com/hc/en-us/articles/900000976886-04-29-2020-Firmware-for-Reolink-RLN8-410-RLN8-410-E-and-RLN4

If the problem persists, you may contact our support team by submitting a request for further a*sistance.
https://support.reolink.com/hc/en-us/requests/new

Have a nice day.