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Hiker
Posts: 12

HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th frame...

[ New ]

Using my HERO9 in Loop Mode, recording at 4k, 5 min loop (1 min chapter). The 11th frame of every chapter file has a gray band across the top. 

goprograyband.JPG

GoPro
Posts: 27,043

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th f...

[ New ]

Hello @joshuab64436

 

What SD card are you using?

Do you have the camera up to date?

See if re-flashing the software will help. https://gopro.com/en/us/update/hero9-black

Let us know how it goes.
You may also reach out to our Support Team through https://gopro.com/help/ContactUs  for further assistance.
 

Thanks!

Ej

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th f...

[ New ]

I tried 2 different SD cards, the 32gb sd card that came with the camera, and a 64gb card, both are SanDisk EXTREME, and even tried a slower 32gb card.

The problem happened before and after installing this weeks update. I have tried reinstalling the update as well as restoring to a default state on the camera.

I'm confident this is a bug with the camera, not not just my setup alone. 

I confirmed this happens with 5 min loop duration, as well 20 min loop duration.

I can record in regular 4k and 5k modes (not loop mode) and this doesn't happen.

I've formated both the SD cards prior to recording.

It happens when on battery power, or constant USB power.
It happens exactly on the 11th frame of a chaptered file. (Occasionally a file doesn't experience this. I believe it doesn't corrupt when the previous chapter recorded isn't full length)

It doesn't happen on any other frame in the video.
It happens only on 4k.

I believe it's a power drop, or CPU bottleneck.

I'm assuming it is something specific to chaptering 4k resolution files.
I'm not surprised this hasn't been reported before, as I don't think very many of your customers use 4k loop mode.
If this was a random anomoly, I would assume maybe a bad sensor or faulty camera, maybe bad software install.

 

But it happenes extremely consistently, and I can reproduce the bug using these following steps, using a Hero 9 Black.
1 - Set the camera into loop mode using 4k resolution. 
2 - Begin recording.
3 - Stop recording once you have exceeded the loop mode duration.
4 - Import the video files into a computer, and examine the 11th frame of every file.

Please forward this information to Quality Assurance for proper document and testing.

GoPro
Posts: 27,043

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th f...

[ New ]

Thank you for the information shred @joshuab64436

 

We'll have this checked further.

We'll post back once we have an update.

 

Regards,

Ej

 

GoPro
Posts: 27,043

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th f...

[ New ]

 

Hi @joshuab64436

 

I was not able to replicate this.

Settings used: 4K/30 | 5 min | Wide | HS High

Did a test while the camera is plugged in and the camera on its own.

 

Would you be able to share the file/s?

 

Thanks!

Ej

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

Here are some links to the raw files on my google drive.
Couldn't attatch them directly to the post.

Thanks for following up.

https://drive.google.com/file/d/1FUPhS-3TZ771LiOrZLBIvy8ChMGTTitJ/view?usp=sharing
https://drive.google.com/file/d/1cLZtSqy-Gptdd_KADG9Ahc48fwYrific/view?usp=sharing

 

 

GoPro
Posts: 27,043

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

Hi @joshuab64436

 

We are not able to access the files on the links.

Would you be able to change the privacy settings of the files?

 

Thanks!

Ej

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

https://drive.google.com/file/d/1FUPhS-3TZ771LiOrZLBIvy8ChMGTTitJ/view?usp=sharing

https://drive.google.com/file/d/1cLZtSqy-Gptdd_KADG9Ahc48fwYrific/view?usp=sharing

I believe they are updated to public, thanks.

Also, I have a second camera coming in with another SD card, so I'll be able to tell if it can be reproduced with a different camera.

GoPro
Posts: 27,043

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

Thanks, @joshuab64436

 

I did another test and still not able to replicate this.

Were you able to try a manual update?

Once the update is done, try to do a test recording and see if the same is observed.

 

Should it still be the same, please reach out to our Support Team.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

 

 

Thanks!

Ej

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

Yes I tried that originally. (manual update)

And just to make sure, you are recording for the entire loop duration (5 min, generate 5 x 1 min clips)
The first clip of the series doesn't have the anomoly, only the remaining 4 clips.

Were you able to examine the files I sent?

 

And as I mentioned, I do have another Hero 9 ordered, just waiting for shipping update, and when it arrives I'll do another test. If it doesn't have the same issue, then it has to be a problem with the camera itself. I should know by next week, if not end of this week.

GoPro
Posts: 27,043

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

Yes, I was able to catch the gray bar on the sample file @joshuab64436

I have recorded for 5 minutes using the same settings listed above.

 

Let us know how it goes with the other camera.

 

Thanks!

Ej

 

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

It may be a while before I can test. Apparently my order is in limbo. It's been "shipped" but "processing" all week. I managed to get the tracking number before the order status part of the website quit working, and UPS says they are waiting for the package.

I talked with chat support (She was very nice, positive she has done all she can, very grateful for her help), and she contacted the warehouse team, and "the warehouse team already forwarded it to the courier and they are waiting for the update"

So please don't close this ticket, just wanted to let you know that it may be a bit before I can test with my 2nd camera.

 

Thanks.

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

I got the new camera in, installed the update, and setup the camera to record using the same settings.

I get the exact same anomoly on all my chapter files, a grey bar across the top.

I'm using the brand new SD Card that came with the camera.

 

This has to be a software bug for two seperate camera's using two completely different SD Cards to get the same exact issue.

Resolution: 4k

Frames per Second: 30

Lens: Wide

Interval: 5 minutes

Hypersmooth: On

Schedule Capture: Off

Photo Timer: Timer Off

On Screen Shortcuts:

Lower Left: Lens

Lower Right: Zoom

Upper Left: Interval

Upper Right: Hypersmooth Boost (this is turned off during recording)

 

Camera Setup:

Voice Control Enable: On

Voice Control Language: English-US

Wake On Voice: On

Beeps: Medium

LED Blink: All On

Quick Capture: On

Default Preset: Last Used Video

Auto Off: 15 Min

Screen Saver Rear: 2 Min

Screen Saver Front: Match Rear Screen

Front LCD Mode: Status Only

Auto Lock: Off

LCD Brightness: 80%

Landscape Lock: All

GPS: Off

Language: English

Anti-Flicker: 60hz

Video Compression: H.264 + HVEC

Show Max Lens Shortcut: On

Max Lens Mod Enabled: Off

Version: HD9.01.01.22.00

Locate Camera: Off

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

"I get the exact same anomoly on all my chapter files, a grey bar across the top." (on the 10th - 11th frame)

I can provide example files on request.

GoPro
Posts: 27,043

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

Thanks for the update. @joshuab64436

 

The best path forward is to reach out to our Support Team.

Please have a case open to have this checked further.

You may refer them to this thread for the details of the issue.

 

Please submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

Heads up! Our team is currently working through a volume of contacts, response time may be slightly longer than usual. We appreciate your understanding.

 

Regards,

Ej

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

I contacted support and filed a ticket.

But I also asked for public input on reddit and it appears I'm not the only one. Posting this for reference.


https://www.reddit.com/r/gopro/comments/jn29gz/hero_9_need_someone_to_test_something/?utm_source=sha...

Hiker
Posts: 12

Re: HERO9 Recording in Looping Mode 4k every chapter has a gray band across the top of the 11th fram

[ New ]

I've only done a few tests, but it seems the latest update might have fixed this issue. I was hoping the patch notes would be more specific other than "bug fixed and performance issues" as the last item. This bug was becoming a hit or miss lately, as about 1 out of 5 times I saved, the chapter files wouldn't have the issue. I'll be doing a lot of filming in the next two weeks, I'll let you know. I was just about to give up on 4k.