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Hiker
Posts: 25

Can 'frozen video / audio continues' files be saved?

Per summary, as many on this forum know, it's not unusual to have a file be a realistic size, but upon playback, the video freezes at some point but the audio continues.

 

Has GoPro looked into any of these files to see if they can be saved and perhaps offer a tool to heal them?

 

I know GoPro are keen to say this is an SD card issue, (or a broken firmware update) which is a topic for several other threads but what I want to ask here is whether GoPro, or anyone has managed to salvage post frozen footage?

GoPro
Posts: 9,584

Re: Can 'frozen video / audio continues' files be saved?

Hi @gbbb41231

 

I am sorry for any troubles caused.

This issue has been shared with the team and we are waiting for updates.

 

What SD card are you using?

Thank you for trying the manual update. You may also try resetting your camera to its factory settings.

 

Let us know how it goes.

 

 

Regards,

Ej

Tourist
Posts: 4

Re: Can 'frozen video / audio continues' files be saved?

Been having the same problem but not always !

I use San Disk Extreme 64GB Micro SD XC A2 U3 V30

 

Can send files if required. This happens on my iMac & in camera.

 

Also continuously records "on its own",even whilst sat on my desk on its own !!

 

Thanks

Hiker
Posts: 25

Re: Can 'frozen video / audio continues' files be saved?

Yes, formatted in camera, all cards on the approved list & manually updated firmware & factory settings.

 

But that's a topic for several other threads, this is more for what can be done - if anything - to repair failes, or retrieve anything after the freeze. I know I still have at least one of my files if GoPro is will to review the file, and see if I-frames etc. are corrupted but recoverable?

 

I know it's not sexy, but I think this kind of thing is what Quik Desktop could be upgraded to help with (I know I've made other functional feature requests for Quik Desktop before on file splitting and card diagnostics). Given the reponse from people in this community and given these are just the people who took the time to log in, report and update, there's definitely a decent group of people who could benefit from a tool.

 

From GoPro's point of view, putting some development time - even if to say they cant make a tool in a reasonable number of sprints - I think would be well received by the active community, and for more casual users who might otherwise see the issue and delete the file with a 'Yeah, the GoPro broke again' perception.

 

 

----

 

From the sd_info.txt files:

 

128GB Sandisk Extreme from Recommended Card list (2019)

Manufacturer ID: 0x3;

OEM/Application ID: SD;

Product Name: SN128;

Product Version: 8.0;

Product Serial Number: [redacted];

Manufacture Month/Year: 1/2003;

 

 

64GB Sandisk Extreme Plus (2016 - came with GoPro 5)

Manufacturer ID: 0x3;

OEM/Application ID: SD;

Product Name: SP64G;

Product Version: 8.0;

Product Serial Number: [redacted];

Manufacture Month/Year: 7/2000;

GoPro
Posts: 2,901

Re: Can 'frozen video / audio continues' files be saved?

Hi @gbbb41231 and @telboypen,

 

Thanks for going through the troubleshooting process. While we do not have any preferred methods of data recovery as this may vary from SD card manufacturers of the preferred methods for recovering your data, typically, this issue can be prevented in the future by manually reinstalling the firmware of the camera and formatting the SD card.

Did you notice this happening on specific video resolution/FPS only? If so, which resolutions?

Also, see if temporarily disabling the stabilization on the affected, specific resolution on HERO7 Black camera will make any difference on its performance.

If in case you continue to have the freeze up issues with the camera after going through the suggested troubleshooting steps, and after using different recommended microSD cards and redoing the software update, there is likely an issue with the camera. Our Support Team will be able to assist you further on the next process. You can reach out to them by phone or chat.

Kind Regards,

 

Ann

 

Hiker
Posts: 25

Re: Can 'frozen video / audio continues' files be saved?

Thanks for the response Ann. (@aenriquez)

 

Yes, all the usual troubleshooting tests, a few times on multiple approved SD cards.

 

My post here wasn't so much about file recovery from the card - plenty of tools for that - but file repair, which I've been unable to do and don't know enough about video files to look in the file and know what I was looking at.

 

As for factors, over a week ago I locked the orientation to up, and it hasn't frozen yet as it would, just from swinging on the short grip I have for water and walking use.  Whether that points to a stabilization or a orientation detection issue, I don't know. (As a reminder: issue was frozen video/ongoing audio in files, and sometimes video freezing on screen even when not recording.)

 

I'd like to ask for a replacement, but the shop my partner bought it in says they havent heard of any issues for recall, and in available time here in Japan, the chat is always 'Sorry, all agents are helping other customers right now. Please try again later.', and the couple of times I've called the phone here in JP it's not been available (and the last 10 days of national holidays didnt help).  my partner is quite embarressed about the whole thing to be honest, hence my time on this forum trying to move the conversation forwards.

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Re: Can 'frozen video / audio continues' files be saved?

@gbbb41231, you may try the international numbers here. If you're having trouble connecting to our Support team, you may try changing the location and language to "United States, English" on the webpage. The hours of operation will also be posted on the page.