Blue Iris

So I have a question on these official BlueIris support forums.
What is the "official" turnaround timeframe for a standard support question, for someone who has paid for basic support.
It seems like you must be overwhelmed with questions. Maybe too busy.
I sent a support request in on 11th November. Still waiting.
Of course the auto reply says not to ask support about my support question because they will put me to the back of the queue for asking ! ha. It's not the 90's BSOH.Is it ?

Here is the question.

I recently purchased a Reolink RLC-420-5MP
Firmware Version v2.0.0.448_19061408.
After adding the camera (and updating to latest patch) I noticed extremely high CPU Usage, to the point that my machine is almost unusable.
It is an older machine, but it was running at about 60% usage before adding the latest camera.
Any pointers ? I’ve come to the conclusion that because the camera is being shown as a Generic ONVIF camera, it probably is affecting the performance
Is this camera supported, the Reolink selections that are currently available results in “nothing” showing on the camera in the Blueiris window.

The camera works perfectly with it's own app, and with a browser.
No network issues. Wired ethernet / poe on same subnet.

This is a user forum. Not an official means of support.

What is the fps & keyframe?
Check that the camera is using Direct-to-disc, and, hardware acceleration. Also, no BI overlays - this should be done via the camera.

Yeah, I know it's a user forum, but it's an official users forum, as it says on the Blue Iris website, right ?
So given the apparent lack of support response from Blue Iris support, I just wondered if anyone could comment on the turnaround times, in their own experience.
I'm not asking anyone to fix the issue for me, although if anyone can then of course that's a bonus.

The preview framerate is set to 1fps
The live stream set to 15 for all cameras.

In my tests, if I disable all other cameras, and then Enabling the single new REOlink HD camera fires the cpu usage from 6% to 50%.
I think the software needs a tweak or something.
That's with motion detection disabled too.

Oh and yes, the hardware acceleration, overlays etc, all set as per a best practice document that has floated around for a while.
So in other words, its adding this particular camera that is making a huge hit on BlueIris.

I have always had quick enough responses to my support requests. Did you add your personal licencing data from BI to the email ?

I do keep hearing of people with Reolink cameras and issues with cpu loading in BI. Are there any settings in the Reolink menu regarding H.264/H.265 ? I'm wondering if you can set it to a more standard /basic level

Can you do a screenshot of the menu ?

Yes, yes I did.

As I said I sent the mail on 11th November. Still nothing.
Even foscam aren't that slow.

I think the issue with the Reolink camera is :

1. Its high Definition
2. it's not supported by blueiris.

That's the only assumptions I can make based on the lack of support response.

Also H.264 encoding is set to base on the camera.

have you tried setting it so the make is reolink and the device model is the 420?, i have 2 of them and have no problems, mine are not set as generic though.

Make-ReoLink
Model-RLC-410/411/420/422/423 Baseline RTMP

See: https://blueirissoftware.com/forum/viewtopic.php?t=492

You could request the export of one of his working cameras. Then import that in. See if that works.

Don't forget to ask nicely though

Keep getting this error: Clip: Disk can't keep up. Why is this happening?