If you're experiencing issues with loading video information on the playback page through the Reolink app or client, it may be due to several common factors. In this guide, we'll explore possible causes and offer solutions to help resolve the problem efficiently.

Applies to: All Reolink cameras that have an SD card slot, Reolink NVRs and Home Hubs.

Symptoms for Fail to Load Video Info

When attempting to playback recorded footage on the app and client, the video may fail to load, display a black screen, or show an error message such as "Failed to load video info. Please tap to retry." on the app.

Troubleshooting for Reolink Camera/NVR Cannot Playback

  • NVR

    • Check playback on the NVR monitor: Please check if you can see the videos on the playback page via monitor
    • Check compatible HDD: Confirm that the HDD you used is the original one or another HDD that meets the specifications. Here is a link to help you check it How to Choose HDDs for your NVR
    • Switch stream mode: Switch to the Live View page, wait for the live stream to display successfully, and then switch back to the Playback page. How to Change Stream Mode in Live Viewing
    • Switch phone/computer and network: Switch to another phone/computer with different networks including other Wi-Fi and mobile data to ensure that your device is connected to a stable and accessible network. Confirm the issue is NVR-related or software-related.
    • Check HDD:
      • Re-install the HDD: After powering off the NVR, reconnect the HDD by unplugging and plugging it back in. Refer to How to unplug and replug HDD
      • Format the HDD: Please format the HDD after rebooting the NVR to see if the issue is on the HDD. How to Format HDD
    • Upgrade to the latest firmware version: Here is a link to help you Reolink Firmware Update Guide
    • Restore or reset the camera: If the issue persists, please restore it How to Restore Reolink Products or reset it How to Hard Reset Device by Pressing the Reset Button NVR
    • Replace another HDD: If you have another HDD, please test it. Confirm the issue is NVR-related or HDD-related.

  • Cameras with SD slot and Home Hub

    • Check the compatible SD card: Confirm the SD card you used meets the requirement. Here is a link to help you confirm it How to Choose microSD Card for Reolink Device
    • Switch stream mode: Switch to the Live View page, wait for the live stream to display successfully, and then switch back to the Playback page. How to Change Stream Mode in Live Viewing
    • Switch phone/computer and network: Switch to another phone/computer with different networks including other Wi-Fi and mobile data to ensure that your device is connected to a stable and accessible network.
    • Format the SD card: Try formatting the SD card in your camera. After formatting, please check if the playback function works. How to Check/Format the microSD Card in Reolink Cameras
    • Reinsert the SD card: Please try removing the SD card (ensure the camera is powered off before doing this), then reinsert it and power the camera back on. Refer to How to Remove or Uninstall microSD Card from Reolink Cameras
    • Upgrade to the latest firmware version: Here is a link to help you Reolink Firmware Update Guide
    • Change another compliant SD card: If you use a large-capacity SD card, try to use an SD card with a smaller capacity to see whether it works.

If you have tried all the above solutions and are still the same, please contact the Reolink Support team with pictures of system information and the playback page.