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

william neff powell

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

william neff powell

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

Brad

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

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

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

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

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

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

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

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

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

Roni

@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?

igal

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

@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
.

Reolink Fiona

@igal_342737893388433 Have you sent this log to our support team for the check? Our tech will try to have a further check.

Here is a Client v8.7.2. You can also have a try. Click here to download it, https://community.reolink.com/topic/3267/client-v8-7-2-update-changed-to-save-the-clear-stream-mode-setting/14.

SomehwereinSC

@igal_342737893388433 This is my exact issue on my new laptop that I'm trying to install Reolink client.. any resolution?

Reolink Fiona

@keith-emery_527314797154499
Hi Keith, have you installed the latest version 8.7.2?

For the black screen issue, you can try to upgrade your display driver. If it still can't solve, you can try to submit a request here, https://support.reolink.com/hc/en-us/requests/new.

alan ko1987

@reolink-fiona hi, i also got this problem i even installed with 872 but still having blank screen problem whenever the stream is loaded.
i tried downgrade to version 7.2.2.33 and it is okay.