Is anyone else getting a black screen after installing the new 8.03 on Windows?

[william neff powell_322032569897175]

Hello,

I installed the latest Windows client 8.1.18 and it just comes up with a black screen.

Support backed me off to 8.03, no difference.

Also suggested to download a software named Visual C++ Redistributable for Visual Studio 2015 to your computer.
The other one is to blank--disable-gpu to the setting of the client.

Neither of those suggestions worked.

Anyone else getting the same black screen?

How can I get an earlier version that did work?

Thanks,

Will

[joseph_1979]

@william-neff-powell_322032569897175 Just follow the procedure outlined by jcon hereunder and it should be ok. Version 8.03 is quite old.......I am running 8.10 beta and would say no major issues.

[william neff powell_322032569897175]

Just got a new fix from REOLINK that solved the problem.

[Roni_287387360964801]

@william-neff-powell_322032569897175
Hi,
do you remember what fixed this , i'm getting the black screen after upgrading to 8.7.1 on windows.

Ron s

[Reolink Fiona]

@roni_287387360964801 Hi there, may I know what's your Client version before the upgrade? Is it version 8.5.2?

[Brad_44576479084712]

I just 'updated' from 7.2.2.33 to 8.1.20 a few days ago and I Seem to be having the same issue, The software will launch and seem to run OK, but when I check it after a few hours, it is just a blank dark grey/black window. More importantly IT STOPS RECORDING, which defeats the purpose of NVR software. What was the fix from Reolink? or do I need to roll back to v7

[Crimp On_62210811129]

Version 8.1.20 is a bit of a puzzle to me. It seems to apppear and disappear on the Reolink web site.
If version 8.1.18 behaves like previous "8" versions, it should check for new versions when it starts, but it does not seem to find 8.1.20. Also, clicking on "Update" does not find it.

So, which is correct (a) version 8.1.28 is the latest because it cannot find an update, or (b) the web site is correct because it shows a newer version?

[Cynthia_124785627824270]

Hello all, sorry for the inconvenience.
The latest client version is 8.1.20. Please click the link below to download and install the latest version.
https://reolink.com/software-and-manual/

For those who miss the issue with the 8.1.20, please click the link below to contact our support team. https://reolink.com/contact-us/

Our engineer will check this issue with you.

[Paul_223711818698938]

8.1.20 is broken Cynthia. You made me test it when it was beta and it flickers the camera feeds till it goes black and stops recording. Version 7 just crashes and turns off. Stop telling us to contact your support team who do not know what they are doing. We told you what is wrong. You dont ask for system specs or for what windows errors occurs. Its called run event viewer and you will see a BEX error. Please tell us what you ran this on that somehow you did not see any issue with it. Or did you not run it for 24/7.

[Cynthia_124785627824270]

hi Paul
Please kindly understand that we tested the client before release it, this is a rare issue so we need our engineer to work on it further.
I'm sorry that I asked you to contact our support because they can discuss the problem with our engineer together and give you feedback directly. Would you mind submitting an email with a video attached to show the problem and the support will forward it directly to our engineer to follow up on the issue for you?

[Paul_223711818698938]

Sorry but there is no exact time to when it flickers in the window screen of your software where it then just goes black. As stated it is the same issue as with version 7. Just version 7 can run more then 24 hours. I already bought sd cards that will arrive soon to install them into the cameras and let them do the recordings.

[Cynthia_124785627824270]

Could you please submit this issue to our support team and we will help you check this problem?https://reolink.zendesk.com/hc/en-us/requests/new

[saliquincer_369960553386222]

i have the same problem too
i upgraded mine in windows 7 to the latest version and when i run the program just a black windows comes up and nothing happens

[Cynthia_124785627824270]

Please check if the anti-virus software blocks it. And please add --disable-gpu like the attachment.
gpu.png

[igal_342737893388433]

Also having the same problem with v8.7.1. Anyone figured out what to do?

[Reolink Fiona]

@igal_342737893388433 Hi there, for the black screen issue, you can send a video to our support team to check. Our tech will try to have a further check on this issue. Thank you for your patience. Submit a request – Reolink Support

[igal_342737893388433]

@reolink-fiona submitted the request. I am not able to find a place to amend it, but I also saw the following Event Log entry that comes up as a warning:

Log Name:   System
Source:    Microsoft-Windows-DistributedCOM
Date:     4/22/2022 12:17:09 PM
Event ID:   10016
Task Category: None
Level:     Warning
Keywords:   Classic
User:     MSI\igal
Computer:   MSI
Description:
The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID 
{2593F8B9-4EAF-457C-B68A-50F6B8EA6B54}
 and APPID 
{15C20B67-12E7-4BB6-92BB-7AFF07997402}
 to the user MSI\igal SID (S-1-5-21-829591777-1715423225-1364484500-1001) from address LocalHost (Using LRPC) running in the application container Unavailable SID (Unavailable). This security permission can be modified using the Component Services administrative tool.
Event Xml:
<Event xmlns="XXX">
 <System>
  <Provider Name="Microsoft-Windows-DistributedCOM" Guid="{1B562E86-B7AA-4131-BADC-B6F3A001407E}" EventSourceName="DCOM" />
  <EventID Qualifiers="0">10016</EventID>
  <Version>0</Version>
  <Level>3</Level>
  <Task>0</Task>
  <Opcode>0</Opcode>
  <Keywords>0x8080000000000000</Keywords>
  <TimeCreated SystemTime="2022-04-22T16:17:09.0790137Z" />
  <EventRecordID>15202</EventRecordID>
  <Correlation ActivityID="{35f3ac7d-6b0c-401e-8523-e0832bd802a7}" />
  <Execution ProcessID="1400" ThreadID="13652" />
  <Channel>System</Channel>
  <Computer>MSI</Computer>
  <Security UserID="S-1-5-21-829591777-1715423225-1364484500-1001" />
 </System>
 <EventData>
  <Data Name="param1">application-specific</Data>
  <Data Name="param2">Local</Data>
  <Data Name="param3">Activation</Data>
  <Data Name="param4">{2593F8B9-4EAF-457C-B68A-50F6B8EA6B54}</Data>
  <Data Name="param5">{15C20B67-12E7-4BB6-92BB-7AFF07997402}</Data>
  <Data Name="param6">MSI</Data>
  <Data Name="param7">igal</Data>
  <Data Name="param8">S-1-5-21-829591777-1715423225-1364484500-1001</Data>
  <Data Name="param9">LocalHost (Using LRPC)</Data>
  <Data Name="param10">Unavailable</Data>
  <Data Name="param11">Unavailable</Data>
 </EventData>
</Event>

Are you able to get this to the right places? Also the first image is what the app shows when I am first connected, but as soon as the Live View starts, everything turns black as in the second image
.

[double76_378404753371359]

I hope this helps someone, I couldn't add a link for some reason but if you do a search for "All Reolink Client Versions" no quotes, I'll be the 1st link in the search, version V7.2.2.33 worked for me 100% I used the x64 bit version I also tried 8.5.2 and 8.7.3 but none of those worked.

I have a brand new 2022 Lenovo Yoga 7i 16" with the Intel Iris Xe Graphics Card running windows 11 home and the newest version would log in successfully but just a black window and no live video or playback. I also have a 2020 Lenovo Yoga 9i with the same Graphics card but I don't have any issues with that one and the newest client. I also updated the video card from intels' website but that didn't work.

[richard_531051072159938]

@double76_378404753371359 Same for me on my Dell OptiPlex 5000 using the onboard graphics card. Version 7.2.2.33 works perfectly. All 8.x gives me a black screen.

[Reolink Fiona]

@richard_531051072159938 @double76_378404753371359 Thank you for the feedback. Our tech is optimizing the Client now. We will try to fix it in v8.8. We will also have Client Beta Test before the official release. We will make an announcement at that time.

[s phillips_533697934504113]

Is there any update on the ETA for the software release v8.8?

I have been unable to use the Reolink app on my computer ever since the last release (version 8.7.3, updated 5/12/2022)

[Reolink Fiona]

@s-phillips_533697934504113 The Beta firmware will come these two weeks. You can stay tuned for our announcement. We need your help to make it better.

[Reolink Fiona]

@reolink-fiona
Hi there, we have released a Beta Client v8.8.0 in our community! You can update the software via the link in the article. https://community.reolink.com/topic/3746/client-v8-8-0-beta-test-finally-the-time-lapse-function-on-the-client/6

You can try to disable the hardware decoding first in the Client settings to see if it can be better.

[kurkure_342734695047304]

Same issue with brand new laptop with windows 11. Reolink app is broken, m surprised to see this issue is not fixed since very long (I see post from 2020). I doubt reolink do have anyone really working on it.

PS: I have Macbook as well where reolink app is working fine.

[big_ted]

@kurkure_342734695047304
I am assuming you have disabled hardware decoding?

[user_634252559302720_634252559302720]

This post is deleted!

[user_634252559302720_634252559302720]

@kurkure_342734695047304

Navigate to your C drive folder, and SHOW HIDDEN items. Find and go to: C:\user\<yourusername>\AppData\Roaming\reolink

Open up the userSettings in Notepad.

Scroll until you see the hardware-acceleration key. it will be


and it is called userSettings which you can edit with Notepad: {"key":"hardware-acceleration","type":"boolean","value":true,"_id":"SC7vYAO3Jz5CRFqs"}

Change the word true to false - dont change anything else, save the file, exit and reopen reolink client. it should now open and stream your cameras

[user_649620588302408_649620588302408]

@user_634252559302720_634252559302720 I reinstalled the app and before i logged into the nvr i did disable hardware encoding first, then logged in and the black screen happened again, then i tried your suggestions by setting the bolean to false for hardware-acceleration in the userSettings file and it worked.
Thank you for this.


App Version: 8.8.2 Freshly downloaded from Reolink's site on 2023-01-10
PS: it seems to shrink the view of the feed a bit (adds large black border around the feed

[joseph_1979]

@user_649620588302408_649620588302408 In 8.10beta version which I am using there is no border. This shall be available once fully tested.

[user_665324211322953_665324211322953]

I too have the black screen when installing/running version 8.8.4 on my windows 11 PC, installed version 7.2.2.33 on my windows 10 PC & it works fine. I installed version 8.8.4 on my widows 10 PC & it works OK on there.

Teal.