This guide aims to assist users experiencing playback issues with their Reolink Home Hub or Home Hub Pro, specifically addressing the common problem of "Reolink playback not working." It provides a series of troubleshooting steps and solutions to restore normal playback functionality of recorded videos.

Applies to: Reolink Home Hub, Reolink Home Hub Pro

Symptoms of Reolink Playback Not Working on the Hub

If you encounter any of the following symptoms, this guide can help:

  1. Events are listed under "Event History," but corresponding recordings are not found during playback.
  2. Recorded videos are available but cannot be played.
  3. Videos play smoothly in the Fluent Stream Mode, but they don't play properly in the Clear Stream Mode.

Troubleshooting Steps for Playback Issues

Before proceeding with the troubleshooting steps, ensure that your SD card or HDD is properly recognized by the device.

  • Step 1: Refresh Application State
    • Exit and re-enter the Reolink App or Client software.
    • Once the preview image has successfully loaded, try accessing the playback page and play the recordings.
  • Step 2: Verify Network and Device Settings
    • Switch Network Connections: Change the network connection on your device (e.g., from Wi-Fi to mobile data) to rule out network-related issues.
    • Change Camera Stream Modes: Switch between the camera's “clear” and “fluent” stream modes to see if it affects playback performance. Refer to the guide How to Change Stream Mode in Live Viewing.
    • Try Different Software Access: Use alternative software (e.g., Reolink App, Client Software, Web Browser, or Monitor) to access the camera feed. Ensure you're using the latest version of the Reolink App/Client.
  • Step 3: Firmware Update
    Verify that your Home Hub/Home Hub Pro firmware is up-to-date. Follow the instructions in the guide How to Manually Update firmware for Reolink Device.
  • Step 4: Restart the Hub
    If the issue persists, try restarting the device. If that doesn't work, consider performing a factory reset. Refer to the guide How to Reset Reolink Devices for detailed instructions on performing a reset.
  • Step 5: Replace Storage Media
    Try using another compatible SD card or HDD to check if the issue is related to the storage medium. This will help identify whether the playback issue is due to a faulty storage device.
  • Step 6: Test and Format SD Card
    • Remove the SD card and check if it can be read via a card reader.
    • If it cannot be read, format the SD card to FAT32 for testing purposes.
      Note: Always ensure that you have backed up any important data stored on your SD card or HDD before performing any operations that could result in data loss.

If you've completed all the troubleshooting steps above and the issue remains unresolved, please contact Reolink Support. When submitting a support request, be sure to include the following details:
·The troubleshooting steps you have taken;
·The outcomes of each step;
·The version of the Reolink App/Client you are using.