10-22-2018 05:08 AM
Been on a roadtrip on my motorcycle to the Northcape in Norway. My Hero 6 had some issues at several occasions. I have 29 files where I cannot see the video, only the sound is heard. Video starts with a still image and only sound is heard. Filesize and playtime looks normal so I guess the video data is there, however unable to use it. Have tried Gopro Quick, VLC, Classic Media Player and Cyberlink PowerDirector. None of those show the video. Tried this on several different computers.
I hope that someone has the solution to this as some of the files should contain stunning scenery from Norway and Sweden.
Thanks for your support!
10-22-2018 07:42 AM - edited 10-22-2018 11:08 AM
Do you recall the resolution setting for the videos that you are not able to view? See if this is related to the files probably using HEVC. Such files require a specific computer system in order to be accessed, viewed or played back. You can read more about them through this article. Let us know if this is not the case so we can help further.
10-22-2018 09:40 AM
I have set my Gopro 6 to 4K 30fps. But it's not the HEVC that's causing this. I did not change anything on the settings for 3 weeks. I have 154 good files and 29 bad ones. All captured with the same settings. I did a factory reset of the Gopro halfway during our trip when I noticed that some files did not play as they should. But still some files were not captured correctly.
10-22-2018 11:27 AM
Thank you for the additional details, @hansniew. It is odd for even the other media players to not show the videos. Are you able to play them back on the camera? Also, is your SD card among the recommended ones here? Is the same result attained when the SD card is inserted directly to the computer through an adapter? Do the files have corresponding .THM and .LRV files?
10-22-2018 11:49 AM
I used the Lexar 1000x 128GB card. Before this trip never had any problem with it. There were .THM and .LRV files generated but as I had a lot of data I frequently offloaded the MP4 files to a Samsung T3 portable SSD. So I do not have any THM or LRV files from the non working video's. Just checked but the files that are still on the Lexar now have no problems. I do remember that I was unable to view the files on the camera itself. If I tried the camera froze up and I had to remove the battery to get it working again.
10-22-2018 12:33 PM
We can gather it is not the players then that has the issue but the source files themselves. Freezing on the camera is an indication of an issue either with the camera software or the SD card. You have a good SD card so it is not likely to be the problem, unless it has been used with other devices and was not formatted regularly.
Unfortunately, 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. We do recommend to reach out to the SD card manufacturer to further troubleshoot the SD card. Please keep in mind that with the files being currently inaccessible on the microSD card to not record any new photos and or videos with the card that had been used. This will overwrite the files that may have been on there to where it would not be possible to recover.
Moving forward, a manual update needs to be performed to clear out any possible issue with the current installation (even if the current one maybe the latest one). You can find instructions for manual update here. Should the issue persists, our Support team here https://gopro.com/help/ContactUs will be able to assist you further.
10-22-2018 01:20 PM
Thanks for your support. As said, I do not have the corrupt files on the SD anymore. Only copies of them on my T3 SSD. I am pretty sure that the GoPro caused the problem, not the SD card. The last 9 days of our trip there were no errors anymore. I did the manual update of the firmware, although it was indeed already on the latest version. I have the same SD card in my Hero5 and no problems there at all since I got that camera. I will keep a close eye on the Hero6 to see if the problem re-occurs and if so, I will contact you again.
Pity that it won't be possible to restore the data, but as I have a lot of good footage, I can live with that.