Reolink client app problem

[Andy]

Hi. I'm using windows 11. If I have the reolink client open and the video streams showing, it works fine. But if I minimize the reolink client to the taskbar for more than a minute or two, when I then click the reolink icon on the taskbar to expand it back into view, the area of the screen where the video stream should be is just flashing black. The only way I can get the video stream to show is to either re-start the client or click the settings cog. Any idea how to resolve this please? I wondered if it was something to do with windows power settings putting the client partially to sleep which it then fails to wake up properly from, but i've messed with power settings and it hasn't resolved it.

[joseph_1979]

@andy Can you please repeat the procedure but do not play any live view? If it is fine then disable the hardware decoding and try again with a live view.

[Andy]

@joseph-chircop_497308027822318 Hi. How do i disable hardware decoding please?

[Crimp On_62210811129]

I am unable to replicate this on Windows 10 using Client v8.8.2 Perhaps it is caused by a conflict with Windows 11?
Is the Client displaying camera views from an NVR, or from network connected cameras (no NVR)?
(I have no NVR)

[Andy]

@crimp-on_62210811129 Hi. My version says 8.7.3 which it says is the current version when i click update. I have x2 wireless IP cameras.

[Jedi2020_32727772450952]

@andy

Check version from client app doesn't work. You need to go to Reolink download site to get the latest version. 8.7.3 is old.

[Andy]

@jedi2020_32727772450952 Thanks. I've just downloaded the latest version from the website. I had auto client update turned on so no idea why it hasn't updated itself. Anyway, the problem still persists. Very frustrating.

[joseph_1979]

@andy Application won't check the version uploaded at Reolink download center. You need to download the Windows client (ver 8.8.2) from https://reolink.com/software-and-manual/ and then install it. No need to do uninstall of the existing. I am running version 8.10 beta.

[Andy]

@joseph-chircop_497308027822318 thanks, my problem still persists though.

[joseph_1979]

@andy I can't reproduce your scenario on Windows 10 and Reolink Client 8.10 beta. It seems a graphics issue. How did you set the HW decoding first?

[Andy]

@joseph-chircop_497308027822318 Hi. I disabled the switch to use hardware first, the issue remains both when its on and off. A bit more info, the problem only happens if I minimise the client to the taskbar wait a minute or two then re-open it from the taskbar. If I leave the client up on screen and just have another programme open over the top if it, then its fine. Thanks for trying, doesn't look like its one that will be resolved ;(

[joseph_1979]

@andy Let's try something else. Go to Reolink icon and right click Properties and go to Compatibility tab. Click on compatibility and select Windows 10.

[Andy]

@joseph-chircop_497308027822318 In the compatibility drop down menu Windows 10 isn't an option. I'll try Windows 8 which is the latest version of windows on the list. I'll let you know the outcome in a few mins ta.

[Andy]

@joseph-chircop_497308027822318 No luck i'm afraid. Selecting Windows 8 Compatibility has not resolved it.

[joseph_1979]

@andy It must be something specific on your machine as no other member has reported such an issue. Please check that you have the most updated graphic driver (perhaps uninstall it and install it again). You have encountered this issue on this application only or you had similar issues. What is the model of the PC and which graphic card is installed?

[Andy]

@joseph-chircop_497308027822318 Hi, thanks. No I haven't noticed any issues with any other applications on my laptop. My graphics driver is up to date. Looks like I'll probably just have to live with it, thanks for trying. FYI these are my machine specs:

Graphics card is NVIDIA GEForce RTX 3050 Ti Laptop GPU
Processor 11th Gen Intel(R) Core(TM) i5-11400H @ 2.70GHz  2.69 GHz
Installed RAM 16.0 GB (15.6 GB usable)

[joseph_1979]

@andy There is some incompatibility between the Reolink client and your graphics driver. Uninstalling and re-installing the driver will not help. Can you please email Reolink support, maybe the R&D came across this issue? In the absence of diagnostic logs I cannot do much.

[Andy]

@joseph-chircop_497308027822318 Hi. Thanks. My laptop has the integrated graphics along with a separate GPU. By default, windows choses which processor to use. For the reolink app, I have forced it to use the separate GPU rather than integrated graphics. This appears to have finally resolved the problem. Thanks

[joseph_1979]

@andy Excellent. Have a nice day.