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
Highlighted
Tourist
Posts: 2

Problem with HEVC decoder

Hello,

For some reason, MAX Converter started asking for HEVC codec again. 

I have downloaded HEVC codec from Microsoft store, and it still doesn't work :/

 

Could you please help me out with this, because without being able to convert my 360 files to something that I can edit in my 

editting software, this camera is useless for me?

 

Thank you in advance

 

Highlighted
GoPro
Posts: 19,775

Re: Problem with HEVC decoder

Hi @loyalsurf36616

 

Would you mind sharing a screenshot of the error?

 

Thanks!

Ej

Highlighted
Tourist
Posts: 2

Re: Problem with HEVC decoder

Sure!

Here

001.jpg

And after I hit Accept, this is what I get:

 

002.jpg

 

So a couple of days ago I was able to convert 360 files from MAX Exporter, but now suddenly I can't.

@aragon1006 

Highlighted
GoPro
Posts: 19,775

Re: Problem with HEVC decoder

Thanks! @loyalsurf36616

 

We have sent a direct message.

 

 

Highlighted
Hiker
Posts: 9

Re: Problem with HEVC decoder

Have the same trouble.

How to fix?

 

PS C:\> GET-APPXPACKAGE -name *HEVCV*


Name              : Microsoft.HEVCVideoExtension
Publisher         : CN=Microsoft Corporation, O=Microsoft Corporation, L=Redmond, S=Washington, C=US
Architecture      : X64
ResourceId        :
Version           : 1.0.32762.0
PackageFullName   : Microsoft.HEVCVideoExtension_1.0.32762.0_x64__8wekyb3d8bbwe
InstallLocation   : C:\Program Files\WindowsApps\Microsoft.HEVCVideoExtension_1.0.32762.0_x64__8wekyb3d8bbwe
IsFramework       : False
PackageFamilyName : Microsoft.HEVCVideoExtension_8wekyb3d8bbwe
PublisherId       : 8wekyb3d8bbwe
IsResourcePackage : False
IsBundle          : False
IsDevelopmentMode : False
NonRemovable      : False
Dependencies      : {Microsoft.VCLibs.140.00_14.0.29231.0_x64__8wekyb3d8bbwe}
IsPartiallyStaged : False
SignatureKind     : Store
Status            : Ok
HV.PNG
Highlighted
Sightseer
Posts: 1

Problem with HEVC decoder - same issue

I have the same issue on my working station.

IT installed hevc codec as the window message suggested but the goPro player/ max encoder is still not working.

It's amazing because on my personal computer I don't have this problem.

Can you help us ?

Highlighted
GoPro
Posts: 16,045

Re: Problem with HEVC decoder - same issue

Hello, @jeremievgrapher. Depending on your hardware and system configuration, you may experience an issue with the HEVC decoder.

 

Here are different steps you should try to resolve the issue:

 

STEP 1 -

Make a proper HEVC decoder install Open a PowerShell as Administrator and type: Get-AppxPackage -Name "*HEVC*" | Remove-AppxPackage

Then type: Get-AppxPackage -Name "*HEVC*"

 

If you see any results at this point, you may have an obsolete version that has not been properly removed.

 

You should locate the folder using the "InstallLocation" and remove it manually.

Download the latest HEVC decoder from Microsoft Store 

Check if that resolved the issue.

 

STEP 2 -

Make sure Windows didn't override the .dll rights

Open a PowerShell and type: Get-AppxPackage -Name "*HEVC*"

Find the row "InstallLocation" in the result, it will indicate where the dll is installed.

Open the folder "x64" in the .dll directory you found.

Ensure present .dlls (hevcdecoder_store.dll & mfh265enc.dll) have at least "Read & Execute" rights for the group "Users".

Check if that resolved the issue.