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Tourist
Posts: 5

GOPRO 9 video frozen audio continues

[ New ]

Hi,  

 

GOPRO 9 video frozen audio continues. 

 

Is there any way of salvaging the video? GoPro 9 is running the latest firmware 

 

Thanks

 

GoPro
Posts: 19,223

Re: GOPRO 9 video frozen audio continues

[ New ]

Hello, @alwynh. Is this issue observed when playing back on the camera, too? If so, there may be a need to recover the files through the help of the card manufacturer. Which SD card are you using? The information on the brand, type, and capacity will be helpful. 

Tourist
Posts: 5

Re: GOPRO 9 video frozen audio continues

[ New ]

Hi @mariustanya  

 

the problem occurs when playing back on the camera and when the MP4 is transferred to computer.  

 

The SD card is a 200GB - SanDisk Ultra 

 

 

Nomad
Posts: 6,452

Re: GOPRO 9 video frozen audio continues

[ New ]

Sandisk Ultra cards are not recommended for use.  They don't have the sustained speed to read/write the information needed.  They work initially but then cause failures.  

Tourist
Posts: 5

Re: GOPRO 9 video frozen audio continues

[ New ]

They say a Class 10 SD card is supported, which the Ultra's are.  

As you pointed out they work initally i've used the card for several months without any issues.

 

 

GoPro
Posts: 26,108

Re: GOPRO 9 video frozen audio continues

[ New ]

Hi @alwynh

 

To consistently achieve the best results with your GoPro camera it is important to select microSD cards that are known to work well with your camera. 

It is best to use a card from this list.

 

Thanks!

Ej

Tourist
Posts: 5

Re: GOPRO 9 video frozen audio continues

[ New ]

Hi,  

 

I updated the camera to use a SanDisk Extreme Pro 256 GB card and the problem still occurs. 

How do i replace the camera? 

 

 

GoPro
Posts: 26,108

Re: GOPRO 9 video frozen audio continues

[ New ]

Were you able to run a manual update with the recommended card?

See https://gopro.com/en/us/update/hero9-black

 

If it's still the same, please reach out to Support to have this checked further.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs
Please let them know of the troubleshooting steps taken.
 

 

Thanks!

Ej