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Tourist
Posts: 6

Lock-up when playing back long recordings on camera

On my Hero 6 Black I am unable to playback recordings on camera that are long in duration.  Recordings of a few minutes or up to about 20 minutes work fine as well as multiple short recordings but recordings of 45 minutes or more lock the camera up immediately when attempting to play them back on the camera.  I am able to play them on the phone app wirelessly from the camera or download to the computer to play without issues.  All other features work fine.  I have the 32 GB SanDisk extreme card that is recommended by GoPro, and have the same results with a different similar spec. card.  Have had this issue on two hero 6 cameras, first was replaced due to this issue but replacement has same issue.  Wondering if anybody else has successfully played back long videos with the Hero 6 on camera or if this is an issue with all cameras.  My Hero 4 silver plays back long videos fine on camera using the same memory card and settings.  I’m using 1080 resolution at 60 FPS and I’ve tried turning off verious features such as GPS and stabilization.  Thinking I may need to buy a new memory card but hoping to avoid that expense if others can confirm this issue.

 

Thanks.  Comments and suggestions welcome.

David

 

 

GoPro
Posts: 7,382

Re: Lock-up when playing back long recordings on camera

Hello @davgarner

 

Thank you for reaching out and providing details about your case. Has this always been the case?

 

What is the auto-off and screen saver status on your camera? If it is not set to Never, try to see if changing the setting to it will clear the issue. I tried playing an hour-long video with the same resolution as yours and the playback went fine without the screen locking. 

 

There would be no need for you to buy a new SD card especially if you already have a recommended one according to this list. It would help to format the SD card in the camera, do a manual update of the camera's firmware if you have not done so yet (and this even when your camera is already with the latest version), then try sample videos again. You can follow this link for guide on how to do a manual update: https://gopro.com/help/articles/how_to/software-update-instructions-for-hero6-black . Once you are on the page, select Manual Update. 

 

Let us know how it works out for you. 

 

Thanks, 
Marius

 

 

Tourist
Posts: 6

Re: Lock-up when playing back long recordings on camera

Hi Marius, thank you for the suggestions. I tried all them with the exception of the manual update and the playback still doesn't work. I'll try the manual update again with this camera, didn't fix this issue on previous hero 6 that I returned. I'm interested that you were able to playback long videos on the camera fine. What memory card did you use?

David
GoPro
Posts: 3,505

Re: Lock-up when playing back long recordings on camera

 

Hi @davgarner

 

I am using Sandisk Extreme as well and I am able to play long videos too. 
You might want to try to Update your camera manually first then if that won't work. 
Please contact GoPro Customer Support Instead. 


By the way when you say lock you mean the camera freezes? 
If it's just the screen I think it can be fixed by disabling screensaver. 

 

 

Regards, 

-Jay 

Tourist
Posts: 6

Re: Lock-up when playing back long recordings on camera

Hi Jay, I tried your suggestion (manual firmware install and sleep and screensavers set to never) and the playback of long videos still locks up.  Note that the lockup occurs immediately when attempting to play back a video recorded with the hero6 on the camera via the built in display.  The sequence of events is, enter playback mode, select the video thumbnail representing my recording which is typically about 55 minutes in length, the thumbnail will briefly flash light blue an then nothing happens (have waited up to 10 minutes for playback), the camera does not respond to any input besides holding the power button for 10 seconds to reset.  This is repeatable as long as the long recording exists on the memory card.  Additional recordings of shorter duration are also unplayable as long as the long one exists.  The camera will allow the file to be deleted at which point other videos will play normally.  I also have no issue playing back any length video via the WiFi interface with an iPad or android phone or on the computer after exporting.  Here are some other things I’ve tried that may provide additional information.

- successfully played back a long recording made on both a Session and hero4 silver with the same memory card on the hero6

- unsuccessfully played back long recordings after turning off protune 

- unsuccessfully played back long recordings after turning off quick start record - record by turning on camera first then record button

- unsuccessfully played back long recordings after turning off gps and wifi

- unsuccessfully played back long recordings after turning off all the above as well as setting to 30 FPS 1080 mode

- recordings of any length from the hero6 (1080/60) are not playable on the hero4 silver - this may be normal and is just an observation

 

I have tried many things to make this work as you can see.  I really want to use this camera for it’s additional features recording my bicycle commute where playback may be necessary via the camera if an incident occurs.  Using the same video settings the hero4 silver I have works great,  I just don’t understand why this newer and more advanced model doesn’t.  As mentioned below this is the second hero6 I have tried with this issue.  Either my luck is poor having 2 cameras with the same issue or there’s something different I’m doing compared with your success.  As noted before I’m using a SanDisk extreme (came with the Session camera from GoPro) but it doesn’t have the V30 or A1 designations that the newest version of these cards have.  I also get the same results with a Pixtor advanced card.

 

David

GoPro
Posts: 7,382

Re: Lock-up when playing back long recordings on camera

Hello @davgarner

 

Appreciate you posting results that  you derived from testing. You have recommended SD cards as shown on the list that we provided. We definitely would like that the issue be resolved soonest so you can use the camera for the purpose that you have described. As the issue is still not resolved, let our Support team help. You can reach them via phone or chat through https://gopro.com/help/ContactUs. 

 

Best regards, 
Marius

Tourist
Posts: 6

Re: Lock-up when playing back long recordings on camera

Hi Marius,

 

Before I contact the support team I wanted to let you know that I was able to successfully playback long recordings on the built-in screen on the camera under a special condition.  If I make the recording by leaving the camera still on a desk or windowsill the playback works fine.  Using the same settings but either recording my bicycle commute or long walk the playback will lock up the camera as described earlier.  I’ve tried this two times leaving the camera still for about an hour and wondered if your test was performed in the sale way.  If so, I was hoping that you could try recording a long activity instead to see if you can duplicate the issue. 

 

Thanks,

David

GoPro
Posts: 7,382

Re: Lock-up when playing back long recordings on camera

Thank you for providing additional details, @davgarner. We will test it out on our end and will keep you posted.