Here are some troubleshooting tips for Reolink Client. You may check whether your client issues are listed below. If not, you may go to the Troubleshooting section to find suggestions for more issues or you may contact Reolink support for help.

  • What Should I Do if I Forget Reolink Client Password.

    If you set a password on Reolink Client before but can't remember it, you can follow these steps to solve this problem.

    Windows Client: 

    Step 1. Go to the AppData folder manually by going into your Users folder, which is there in the C drive. The path is C:\Users\ADMIN.

    Step 2. Go to the "View" tab at the top and check the "Hidden items" checkbox, as shown below:

    Windows-10-Hidden-items.png

    Step 3. You should be able to see the AppData folder in your User folder.  Go to AppData/Roaming, then delete the reolink folder.

    reolink_delete_client_password.png

    Step 4. Done! You can turn on the Reolink Client without a password now.

    Mac Client:

    In your PC file system, please choose ~/Library/Application Support/reolink to delete the configuration file:

    reolink_delete_mac_client_password.png

  • Fail to Upgrade Firmware via Client.

    If you fail to upgrade firmware via Client, there are several possible causes for you to check:

    Cause 1: The new firmware file is wrong.

    Solution: The firmware files are categorized by different hardware versions in the firmware center:

    Please go to Firmware Center and find the correct firmware.

    If you’re not sure about it, please share the system info page with the support team and we will help you identify. Please refer to How to Find out System Information (Firmware Version) via Reolink Software

    mceclip1.pngmceclip0.png

    Cause 2: Corrupted/Not supported file.

    Solution:

    All firmware is .pak format. The file you downloaded from Firmware Center is the .zip file, please unzip it and then you will get the .pak file.

    mceclip0.png

    Cause 3: Network issue.

    Solution:

    It is suggested that you upgrade the firmware on LAN, and please also make sure the Client is the latest version.

    Note: LAN refers to the PC with the Client installed is on the same network with your camera.

    Cause 4: The Client is not the latest version.

    Solution:

    Please check the Client version and make sure it is the latest version on our website: https://reolink.com/software-and-manual/

     

  • Error 5: Access is Denied When Installing Reolink Client.

    Error 5: Access denied is a known issue on Windows 10. This error prevents you from installing software on your computer and accessing or modifying certain files.

    The reason for this issue is the availability of the permissions. Windows 10 will prevent you from installing if you don’t have the Administrator privileges or if your account is not the administrator account.

    How to Fix Error 5 Access Denied?

    Method 1: Fixing security permissions in the temp folder

    1. Press Windows Key once and click File Explorer
    2. Type  in the address bar located in the middle top of File Explorer and press Enter
    3. Locate the Temp Folder and right click on it then select Properties

          4. Click the Security tab and then click Advanced

          5. Check if Replace all child object permissions with inheritable permissions from this object is ticked. If it isn’t, then check it and click continue.

          6. Now select any entry that isn’t inherited from C:\Users\[Username]\ folder and click Remove

          7. Click Apply then click OK

    Method 2: Get Administrator privileges

    Make sure you have the Administrator privileges before trying to run the setup. To do that, right click on the setup that you are getting the issue on and select Run as Administrator.

    Method 3: Make your profile Administrator

    1. Hold Windows Key and press R
    2. Type netplwiz and press Enter

          3. Select the user that you want to make the administrator of the PC

          4. Click Properties


           5. Click Group Membership tab

           6. Click Administrator and click Apply. Then click OK

    PRO TIP: If the issue is with your computer or a laptop/notebook you should try using Reimage Plus which can scan the repositories and replace corrupt and missing files. This works in most cases, where the issue is originated due to a system corruption. You can download Reimage by Clicking Here.

    Method 4: Moving the installer

    If you are getting the error on a specific installer then copy or move it to Drive C or whatever drive you have your Windows installed and then try to run it. It should fix the issue.

    Method 5: Enable Built-in Administrator account

    Basically, when you install Windows 10 then Windows create 2 extra accounts for you on its own. One of them is a guest account and the other one is an administrator account. Both of these are inactive by default.

    You can check the account by performing the following steps

    1. Hold Windows Key and press X (release Windows Key). Click Command Prompt (Admin)
    2. Type net user and press Enter

    The main difference between your administrator account and the built-in administrator account is that the built-in administrator account has full unrestricted access to your computer. So, enabling the built-in administrator account can be helpful when you are having privileges problem on Windows 10.

     

    These are the steps for enabling the built-in administrator account.

    1. Hold Windows Key and press X (release Windows Key). Click Command Prompt (Admin)
    2. Type net user administrator /active:yes and press Enter. You should see a message Command run successfully.

    It’s always good to password protect your administrator accounts to prevent people from making changes in the PC.

    1. Type net user administrator <Password> and press Enter (you should write the password which you want to set for the administrator account in place of <Password>)

    OR

    1. Type net user administrator * and press Enter. You will be asked twice to enter the password that you want to set for the administrator account. Just type your password and press Enter

    Now try to run the program and there shouldn’t be a problem. If you want to disable the administrator account then follow the below step

          5. Hold Windows Key and press X (release Windows Key). Click Command Prompt (Admin)

          6. Type net user administrator /active:no and press Enter.

    For more, please kindly refer to the video:https://www.youtube.com/watch?v=L0LXu8OGUvg.

  • Camera Failed to Scan the QR Code on the Client.

    If you keep hearing the repeated Ding sound or "Please run Reolink App, add the camera and set it up" instead of moving on to the next step when setting up cameras via the client, it means the camera failed to read the QR code on your computer.

    Note: If you hear the double-tone sound or "QR code doesn't match", please make sure you didn't scan the other camera's QR code to set up the current camera. Especially for Argus (the old generation) camera, please make sure you didn't mix up different cameras' rear covers, and please click here to troubleshoot.

    Here are some causes for your reference:

    Cause 1. The Lens is Dirty so that a Clear QR Code Image Cannot Be Obtained

    Solution: Wipe the camera lens with a dry paper towel. For the initial setup, you can remove the protective tape on the lens.

    Cause 2. The Screen is Too Near or Too Far From the Camera

    Solution: Adjust the angle and the distance to make sure that the screen is 90° vertical to the camera at about 20cm (8 inches) away.

    Note: For Argus Eco and Argus PT, make sure your computer screen is 90° vertical to the camera at about 30cm (12 inches) away.

    Cause 3. The Light is Too Dim for the Camera to Recognize the QR code
    Solution: Adjust the brightness on the computer screen to make sure the camera can scan the QR code and also do the operation in a bright environment.

    Cause 4. The WiFi SSID and Password are Too Long

    Solution: If your home SSID and password are too long, the QR code generated on your phone app will be complicated, then it will be hard for the camera to recognize.

    It's suggested to set the WiFi SSID and password shorter and does not contain special characters to scan again.

    If none of the options above can solve the problem, please contact the Reolink support for further help.

  • Failed to Connect Reolink Camera/NVR Remotely via Reolink Client .

    If you try to connect Reolink cameras/NVRs via Reolink Client remotely, but get the “connection failed” prompt, please refer to the below steps to troubleshoot:

    Please check if you can connect the camera via Reolink App locally.

          1. If you failed to connect the camera locally via Reolink App, please refer to Login Failed when Accessing Reolink IP Cameras in LAN

          2. If you could connect the camera via Reolink app locally, but failed remotely, please refer to the below instructions to troubleshoot:

    Note: Reolink battery-powered cameras could only be connected with the UID.
    1. If you could connect the camera successfully via Reolink App both on the LAN and WAN, please refer to the following tips:
    • Make sure that you choose the same Register Mode as Reolink App.
    • Check whether your computer has been connected to Internet successfully.
    • Check if the computer’s firewall has been configured properly. If you haven’t set the VPN, please also close the VPN on your computer. Refer to How to Allow Reolink Client Pass Through the Firewall on your PC
    • Upgrade your Reolink Client to the latest version. Refer to, https://reolink.com/software-and-manual/
    • Check the Router firewall settings. If you use the UID to connect the camera, please make sure that the UDP port is enabled on your router.
    • Connect your computer to other Network or test with another computer.