Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
Reply
Tourist
Posts: 5

Hero 3 HEVC why. Can't view on mp4 on app

[ New ]
Recently used my GoPro Hero 3 Black to shoot some video. Went to view on app (iPad 4yr old) telling me unable to view from camera as is a hevc codec? Also on new Android phone (base model not running snapdragon) why has my camera decided to use this codec..? Pre start May 2018 all working fine...? I have not requested change or update on camera... Yes upgrades are an answer but my money tree has not started fruiting...

Accepted Solutions
GoPro
Posts: 19,731

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

Hello @redtree42475 and @jimjimg,

 

Which version of the GoPro App do you have installed on your mobile device? Also, what is the firmware version installed on your camera now? I just manually updated a HERO3+ Silver camera, recorded a video in 1080p, 60fps, and was able to successfully pair the camera with the app. I was also able to view media on the mobile device without any error message. I used a Samsung phone with GoPro App version 4.6.1. 

 

How did you update the camera? Have you tried uninstalling and re-installing the app? Hope to hear back from you. 

 

Thanks, 
Marius

View solution in original post


All Replies
GoPro Community Manager
Posts: 7,797

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

Are the files on the HERO3 left over from shots taken on another camera? The HEVC codec is new to GoPro, and is used on the HERO6 Black. Earlier models like the HERO3 would not have used that codec.

 

Jeff

Tourist
Posts: 5

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

All the videos have been shot on my GoPro, Memory card stays in always... The app on a new Andriod phone is telling me of the HEVC issue.. Also the older iPad simply does not see them (new videos). To my knowledge no changes were made. The puzzling aspect to this is that the iPad always viewed the videos up until my last outing....? The Android phone is a basic unit not running anything great BUT it sees previous videos. I am aware in theory the HEVC should not be on the Hero3 Black... GoPro support are looking into it.. Thanks...

GoPro Community Manager
Posts: 7,797

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

Can't figure that one out unless it was an encoding error that the iPad is misreading. Please copy all of the content off of the SD card to your computer (so you don't lose it), and then reformat the SD card. If you get the same errors after doing that, please let our Support team know and we can dig into this with you. Our team can be reached at https://gopro.com/help/ContactUs.

 

Thanks,

Jeff

Tourist
Posts: 5

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

Hi Jeff, I have done as you advised BUT no change.... 

I have been in contact with support see below the contact reference: 

Many thanks,
Stephen
GoPro Support
www.gopro.com/support

ref:_00Do0HJuF._5001JZZmCF:ref

 

The issue is what / why the GoPro is recording video in a certain way after end April 2018. All video recorded by camera on the same SD card pre April 2018 will play on new Android phone & iPad. 

James.......

Screenshot_2018-05-19-20-28-37-85 (2).png
GoPro Community Manager
Posts: 7,797

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

The team is looking into your case now. FYI, if you need to follow up, your case number is 04563501.

 

Thanks,

Jeff

Tourist
Posts: 3

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]
Hi, have this been solved? I am currently experiencing the same problem after updating software on the Hero 3+. I am unable to view my new videos on the GoPro App.
Getting the same Error of being unable to read HEVC video.

Hope to hear from you soon.
Thank you
Tourist
Posts: 5

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]
No this problem was NOT solved. Support tried to advise me my devices were not compatible BUT this does not explain why one day the old iPad played & next day did not... I have kind of left it for the moment which also means I have not been using my GoPro...
James....
GoPro
Posts: 19,731

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

Hello @redtree42475 and @jimjimg,

 

Which version of the GoPro App do you have installed on your mobile device? Also, what is the firmware version installed on your camera now? I just manually updated a HERO3+ Silver camera, recorded a video in 1080p, 60fps, and was able to successfully pair the camera with the app. I was also able to view media on the mobile device without any error message. I used a Samsung phone with GoPro App version 4.6.1. 

 

How did you update the camera? Have you tried uninstalling and re-installing the app? Hope to hear back from you. 

 

Thanks, 
Marius

Tourist
Posts: 3

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]
Hello Marius,

My current Samsung Phone GoPro App is at Version 4.6.1. With my HERO3+ Black at v03.03. Both of them of the latest firmware as seen through the website.
Camera was updated through the GoPro App. Will try re-installing the version update on the camera.

Thank you
GoPro
Posts: 19,731

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

Appreciate your reply, @redtree42475. Let us know how it goes after the manual update. Thanks!

Tourist
Posts: 3

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]
Apparently manually updating the HERO3+ version did the trick. Now im able to view my videos on the GoPro App.
@jimjimg maybe you can try it.

Thanks @mariustanya !
Tourist
Posts: 5

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]
Thank you everyone. YES my Hero3 Black is back streaming via Wi-Fi to my OPPO Android phone... Manual updatedid the trick.... 😀😀😀
GoPro
Posts: 19,731

Re: Hero 3 HEVC why. Can't view on mp4 on app

[ New ]

Awesome! Thank you for posting back to confirm resolution, @jimjimg and @redtree42475 . Happy to know that the issue is resolved. Stay stoked and have fun using your GoPro!