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Hiker
Posts: 16

Hero7 Black Freezes, video file shows frozen image but audio continues recording

My GoPro Hero7 Black occassionally freezes when I end a recording session. When this happens I have to remove the battery and replace it to unfreeze the camera, and the last few video files (or sometimes just the last video file) from the recording session sputters to a frozen video image while the audio continues recording normally.

 

You can see an example of this here:  https://www.youtube.com/watch?v=XWGY-Dcxp5Q

 

In this example, the jerkiness at the start of the video is in the original file from the camera, and then the image freezes completely about 20 seconds in.  In this example the image shows a weird "split screen" view, though today when the camera froze the frozen image is just a normal image.

 

The issue is with the file itself; this is not just an issue with playback on the GoPro or elsewhere.  The issue is visible when viewing it on the GoPro, when viewing the MP4 file on my computer and after uploading the video to YouTube.

 

I contacted GoPro support for this issue and received a replacement camera under warranty, but the first time I used the replacement camera the same issue happened.

 

I use QuikCapture so I normally end my recording sessions by pressing the button on the top of the camera.  When I do this normally I hear a beep followed by 7 rapid beeps and the camera shuts off.  When the problem occurs I hear the first beep, but not the remaining beeps.  The screen doesn't show anything and looks mostly black with a faint white glow.  Pressing the buttons doesn't do anything, even holding them down for 10+ seconds.  The only way to resolve this is to remove the battery, at which point the faint white glow on the screen disappears.  Whenever this happens the files always show the issue described above.

 

This issue is intermittent, and I have not been able to find any reproducible steps to cause it.  Sometimes everything records fine and other times I will encounter the problem.  I've had the issue with long and short recording sessions, but then had long and short recording sessions without having the issue.

 

I am using Samsung 128 Evo Plus SD cards (which are listed on the supported SD cards page).  I used the same SD cards for the last year in my GoPro Hero6 without an issue.  I use my Hero6 and Hero7 at the same time (to record my bicycle rides, one facing forward and one facing back) and have tried swapping SD cards between them, and continue to have this problem on the Hero7 but not the Hero6.  I format the SD cards in-camera regularly, including when moving the cards between cameras and almost always before each recording session.

 

This problem continues to happen even as I regularly swap SD cards and batteries.

 

I've updated the cameras to the latest firmware, doing a manual update of the firmware to v1.51 at the request of GoPro support.

 

I have noticed the problem seems to happen at the start of a video file within a recording session.  For example on today's ride I used the replacement Hero7 for the first time with a newly formatted SD card.  The first file is GX010001.MP4.  This first file and every file through GX050001.MP4 is fine, i.e. I have good footage from the first 45 minutes or so of the recording session.  The issue starts at the beginning of the file GX060001.MP4 and the entire file has this problem, as does GX070001.MP4 and GX080001.MP4 which show the same frozen image as GX060001.MP4, so I have about 20 minutes from the end of the recording session with the same frozen image but ongoing audio recording.  It appears that when the issue occurs it happens when the GoPro starts a new video file segment within a single recording session, and once this issue occurs the rest of the files will have this problem as well.

 

The settings I use:

- Resultion: 2.7K 4:3

- FPS: 30

- Field of View: Wide

- Video Stabilization: On

- Clip: Off

- Protune: On

- Shutter: Auto

- EV Comp: 0.0

- ISO Min: 100

- ISO Limit: 1600

- White Balance: 5500K (the issue has happened with this on auto as well I believe)

- Sharpness: High (the issue has also happened when this was Low)

- Color: GoPro Color

- Audio Protune: Off

- Audio: Wind Only

- QuikCapture: On

- GPS: On

- Video Format: NTSC

- Video Compression: Compatible (the issue has also happened with this was HEVC)

 

Is this a known problem and/or do any workarounds exist?

GoPro
Posts: 8,294

Re: Hero7 Black Freezes, video file shows frozen image but audio continues recording

[ Edited ]

Thank you for the feedback, @joeyr541 . Appreciate you providing details on the troubleshooting steps already performed as well as the settings when the issue/s were observed. Have you been able to observe such an issue when recording was not done via QuikCapture, or when resolution used is not 2.7K 4:3? We are bringing this to the attention of our team and we would like to gather as much information for reproduction and further testing. Thank you very much!

Hiker
Posts: 16

Re: Hero7 Black Freezes, video file shows frozen image but audio continues recording

Thank you for your response.  I have not yet tried modes other than 2.7K 4:3 or not using QuikCapture yet.  I will try these out and let you know if the problem goes away.

 

Also I have posted the example from the replacement camera I mentioned in the original post (GX060001.MP4) in case another example helps:  https://www.youtube.com/watch?v=nK1JMQkPlgY