Experiencing crashes in your Reolink Software (including the phone Reolink App and PC Reolink Client) can be frustrating, especially when you rely on them for monitoring and security. This guide provides step-by-step instructions to help you diagnose and resolve issues that may cause the App or Client to crash.

Applies to: Reolink App and Reolink Client.

Symptoms on Reolink Software Keeps Crashing

1. The phone Reolink App crashes or is stuck and cannot be operated at all.
Note: if the device is the Android tablet or iPad, please turn to Reolink APP Android/iOS Compatibility

2. The PC Reolink Client crashes and closes unexpectedly. Or the PC Client displays a black screen immediately upon loading the camera preview or turn black after running for a short period.

Troubleshooting Steps on Reolink Software Keeps Crashing

  • Reolink App

    1. Try uninstalling and reinstalling the Reolink App.

    2. If the screen crashes when switching to horizontal mode, try setting the phone Display Size to the default setting.

    3. If the issue persists after trying the above steps, please contact Support and provide the following information for further guidance:

    a. A short video showing the App crashing issue.

    b. The device specifications where issues occur, including the brand/model/operating system version of the mobile phone. And the Reolink App current version.

    c. Applicable for Android App only: Provide all the logs under the directory /Android/data/com.mcu.relink/files/log/
    Note: the log provided must be the original file, not a screenshot.

  • Reolink Client

    1. Make sure the Reolink Client is the latest version. You can check and download the latest version from Reolink Download Center.

    2. Turn off hardware decoding on Reolink Client's Client setting page. If the Client crashes too quickly and there is no time to open the Client settings to turn off hardware decoding, disconnect the computer network first and reopen the Client to try again.

    3. If the issue persists after trying the above steps, please contact Support and provide the following information for further guidance:

    a. A short video showing the Client crashing issue.

    b. The device specifications where issues occur, including the model/operating system version of the computer. And the Reolink Client current version.

    By following these troubleshooting steps, you should be able to resolve most issues that cause crashes in your phone App or computer Client. If you need further assistance, don’t hesitate to reach out to our support team.