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Tourist
Posts: 4

GoPro Fusion image preview and download shows black in app . . . I want a refund already

My GoPro Fusion shows black when I try to use the GoPro app as a preview screen.  Also, when I take a picture and download it, it shows black in the GoPro app when I try to view the image.  The app also fails to recognize that I downloaded any images or video.  It's probably the worst app I've every used.  This camera has been way more trouble than it's worth.  I bought a new computer to handle the bloated software, but the Fusion software doesn't work correctly to import images directly from the camera on Mojave OS 10.14.2.  I have a brand new OnePlus 6T, but the GoPro app is so terrible is doesn't work with that either.  I'm trying to get a refund back because this shouldn't happen with a camera that is this expensive.  In the meantime all troubleshooting and a multitude of customer service calls have been useless.  I might just throw the camera off the Santa Monica Pier.

Screenshot_20190104-165929.jpg
Backpacker
Posts: 1,447

Re: GoPro Fusion image preview and download shows black in app . . . I want a refund already

Sorry to hear about that @justinline.

This is a simple fix with the app and camera.

Make sure both the camera and app is up-to-date.

When capturing in 5K this phones can't view this due

to the wifi speeds and the phone not having 5K available yet. 

With GoPro Fusion desktop app are you encoding the files via the 

camera cable or SD cards files copied onto the mac? 

Highlighted
Tourist
Posts: 4

Re: GoPro Fusion image preview and download shows black in app . . . I want a refund already

Hi @chrisediting . . . thank you for the reply.  However, maybe I'm not describing the issue correctly.  I'm talking about when you're setting up a shot and trying to see what the camera sees before you hit the record/capture button.  It worked for me a month ago.  Now it doesn't.  I can take a photo blindly, but when I download it to view it on my phone the screen is black.  That should be the simplest app functionality, but it's just too much to ask I guess.

 

My app and camera are up to date.  I've done everything suggested by GoPro.  I want a refund.

 

Note: This 2nd image I uploaded is what I see when I try to view a photo in the app.

Screenshot_20190104-165941.jpg
Backpacker
Posts: 1,447

Re: GoPro Fusion image preview and download shows black in app . . . I want a refund already

Alright @justinline so now I understand the issue and have had this before, and awesome everything’s up to date. So a setting that can effect this is the network type 2.4 and 5ghz WiFi network. Most phones can’t handle 5ghz so you’ll need to change the setting via fusion camera on WiFi settings change auto 2.4/5ghz network to 2.4ghz and app should load the video if not try 5ghz after but like I said most phones can’t handle that format.
Tourist
Posts: 4

Re: GoPro Fusion image preview and download shows black in app . . . I want a refund already

[ Edited ]

@chrisediting thanks again for your attention to this issue and insight.  However, I tried switching the WiFi setting and that did not help.  I'm not surprised because my phone is brand new and should be able to handle anything.  The screen is still black when I try to preview before shooting and try to view a downloaded photo/video in the app.  What pisses me off the most is that this was not an issue when I first got the camera.  It manifested itself after the 30 return period.  Now GoPro says tough luck, go get another phone.  It's not my phone.  It's their app.  I wish I bought an Insta One X.  I would have been able to keep my old computer and save about $3,000 that I'm out now trying to make this work.  At this point I'm cornered into just waiting for GoPro to update their app or Fusion firmware so it works as advertised.  It's a $600 paperweight as of now.

GoPro
Posts: 6,196

Re: GoPro Fusion image preview and download shows black in app . . . I want a refund already

Hello @justinline. There are recently-released updates to the Fusion camera and the Fusion Studio that are worthy checking. See if this resolves the issue with the preview. There are instructions and more information regarding the updates here https://gopro.com/help/articles/block/fusion-2-0-beta-update-for-your-gopro-fusion . Let us know how it works out on your end. 

Tourist
Posts: 7

Re: GoPro Fusion image preview and download shows black in app . . . I want a refund already

I am having same issue. Brand new fusion worked with photos, bursts and videos. After one day of test with new sd cards, second day caused all previews of video or photos to be black on previews, though sd count shows content being there. No settings were changed. Please help... huge GoPro fan but this is not reasonable
GoPro
Posts: 6,196

Re: GoPro Fusion image preview and download shows black in app . . . I want a refund already

[ Edited ]

Hello @perk1969 . Which phone are you using and what operating system is it running on? When you access/view the file, does it play or show? Do you have the latest GoPro app version installed? If not, please make sure to the update to the latest app (released April 10/11) and see how the thumbnails/preview go. We hope to hear back from you. Thanks!