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Tourist
Posts: 6

Gopro MAX photo 360 not work

[ New ]

After two weeks at home using the Go Pro Max camera and after updating to 01.50.00, the Photo 360 function stopped working. Video 360 works. After the device takes a photo when viewing this photo on the device and the application Gopro i can see only a black background. The size of the photo itself is about 390kb.
A full reset to factory settings and formatting / replacing a flash card does not help to solve problems

 

Video https://youtu.be/r52wO2OSRkk 

GoPro
Posts: 17,561

Re: Gopro MAX photo 360 not work

[ New ]

Hello, @bravestoke31085. Will you be able to post the sample video again? We are unable to access it. 

 

Also, which phone are you using, and which OS is it running on? Do you have the latest version of the GoPro App installed? 

Tourist
Posts: 6

Re: Gopro MAX photo 360 not work

[ New ]

New link for video

 

https://youtu.be/r52wO2OSRkk

 

Firmware on devie at the last - 01.50.00

Photos not displayed in the application on iOS and in the device, this is visible in the video

GoPro
Posts: 23,266

Re: Gopro MAX photo 360 not work

[ New ]

Hi @bravestoke31085

 

What SD cards have you tried?

Please see if re-flashing the software helps.

See https://gopro.com/en/us/update/max

Let us know how it goes.

 

Thanks!

Ej

Tourist
Posts: 6

Re: Gopro MAX photo 360 not work

[ New ]

I tried MicroSD - Sandisk 128Gb and samsung evo plus 128 Gb, not work. Two weeks ago, before the update on 01.50.00 everything worked. Flashing through the application and manual does not help - photo 360 does not work

GoPro
Posts: 23,266

Re: Gopro MAX photo 360 not work

[ New ]

This is usually resolved by a manual update.

If you were able to complete the update manually and it's still the same, the best path forward is to reach out to our Support Team.

You may contact them through https://gopro.com/help/ContactUs
Please let them know of the troubleshooting steps taken.
 

Thanks!

Ej

Tourist
Posts: 6

Re: Gopro MAX photo 360 not work

[ New ]

Manual update did not solve the problem.

 

I wrote a request to tech support 1.5 weeks ago, however I still haven’t received any information and I continue to hope for user help

GoPro
Posts: 11,845

Re: Gopro MAX photo 360 not work

[ New ]

@bravestoke31085, is there a Support case number that we can check?