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Tourist
Posts: 6

GoPro Max - I recorded some beautiful video but there is no sound :(

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Hi All,

 

This morning I recorded some beautiful video with my daughter.

 

I went back home and found out that all my video have no sound :(

 

Anyone knows why this happened? how can I prevent it to happen again?

 

I did one test at home and I recorded both, one regular video and one 360 video, both had sound working.

 

Why all my video this morning has 0 sound? so sad, the videos were all good.

GoPro
Posts: 27,229

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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Hi @babygoprohk

 

It is possible that the audio part of the file got corrupted.

What SD card are you using?

What were the settings used?

Do you remember if the recording was initiated via Quikcapture or did you turn the camera on before pressing the shutter button?

 

Thanks!

Ej

Tourist
Posts: 6

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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Hello,

 

Thank you for your help.

 

I pressed the shutter button as usual.

 

I am using a Sandisk extreme pro (UHS-1 U3 / V30) A2 128GB

 

I am running the latest firmware on my GoPro Max.

 

I guess it is due to a bug, something went wrong with the camera.

 

I made about 10 more test recording videos (360 and wide angle) and no problem.

 

Unfortunately I lost some good souvenirs with my daughter, I already deleted the videos that had no sound.

 

From now on I will take the habit to make a test video each time before recording something and play it on my camera to see if it was recorded with sound.

 

I am pretty sure it was a bug from the software of the camera, because ALL the videos I recorded had no sound.

I didn't turn on and off the camera multiple times.

I just turned it on once and recorded some videos within a 2 hours period of time, all the video had no sound... but after when I turned off the camera at home and turned it on again, this problem disappeared.

GoPro
Posts: 27,229

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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Hi @babygoprohk

 

I recommend running a manual update. https://gopro.com/en/us/update

This corrects any errors that may have been encountered with the previous installation.

 

If you encounter the same, please reach out to our Support Team to  have this checked further.

https://gopro.com/help/ContactUs

 

Thanks!

Ej
 

 

Tourist
Posts: 6

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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Hi @aragon1006,

I recorded few more videos, no problem occurred.

I will inform you if I encounter this issue again.

For your information, I upgraded to the latest firmware already about 10 days ago.

Thank you
Hiker
Posts: 25

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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Hello,
I had the exact same problem on some of my videos, though i used Quickcapture and i am running a newer version 1.35
Is that a known bug? Do you need to investigate further?
Highlighted
GoPro
Posts: 27,229

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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Hi @andreasgp

 

Have you gone through the suggested steps above?

If it's still the same, please reach out to our Support Team through https://gopro.com/help/ContactUs
Please have your camera's serial number and proof of purchase ready.
 

Thanks!

Ej

Tourist
Posts: 8

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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I had one clip do this the other day...all the others before and after seemed to be just fine.

Hiker
Posts: 25

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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I had this issue only once on few videos. You haven't answered any of my questions. I am just giving you feedback, use it as you think best.

Tourist
Posts: 6

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

[ New ]

There is an issue with the firmware, for me it happened twice.

 

The first time it was very annoying because I had beautiful video with my daughter but since then I performed this test:

 

1- I turn on the GoPro Max

2- I record a video

3- I play the video with from the GoPro Max, if the sound is there then there is no problem, if the sound is not there then it means the next videos will not have any sound so I turn off and turn on again the camera

 

The problem is very very rare but it happens to me in the first times I used the camera when I just bought it and then it even happens with the latest firmware 01.35 "Version Number" about 10 days ago.

GoPro
Posts: 14,252

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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@babygoprohk, thanks for posting back with an update. Please contact our Support Team through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives. When you get ahold of them, kindly let them know about the troubleshooting steps already taken for any information that they may need.

Hiker
Posts: 25

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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I had the same issue again today, 2 out of 16 short one minute videos recorded throughout the day have no sound

Hiker
Posts: 25

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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How to initiate a call back request?

I have being trying to start a chat for hours and i only get the below messages:

"Waiting time approx. 1 mins"

"Sorry, all agents are helping other customers right now. Please try again later."

 

I have GoPro Plus and support should be available 24 hours

 

 

GoPro
Posts: 19,919

Re: GoPro Max - I recorded some beautiful video but there is no sound :(

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Hello @andreasgp. Try changing the location to the US, if not yet set to it. You can do it through the drop-down menu on the upper-right portion of the contact page. The request callback option comes before you initiate chat. Be sure to put in your best contact number. Thanks!