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Reply
Sightseer
Posts: 2
Accepted Solution

Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.Help!

My Hero 6 is recording videos with just sound throughout all the video with a frozen image. I tried it on my iphone and laptop, it’s the same. No graphic, just audio. My SD is Sandisk Extreme.
PS: It’s happening almost 1 out of 2 videos.
I will be happy to hear a solution!
Thanks,
Elsa

Accepted Solutions
GoPro
Posts: 8,325

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.H...

[ Edited ]

Hello @quicksand10622

 

Appreciate you including a sample video in your post. Sorry to hear that you  are experiencing an issue with your camera. I am using the same camera  model but I have not encountered such a problem. We would like to arrive at a resolution by isolating what maybe causing the trouble. Have you been able to perform a manual update of your camera? If you have, and you are already using a recommended SD card, and the issue still persists, our Support team will be able to help you further. You can reach them through phone or chat here https://gopro.com/help/ContactUs

 

Please keep us posted on how it goes. Other users might have the same issue and updates will be of great help. 

 

Best regards, 
Marius

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All Replies
Sightseer
Posts: 2

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.Help

 
GoPro
Posts: 8,325

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.H...

Hello @keshishians

 

It is odd that the camera behaves that way. Let us help. You mentioned that you are using a SanDisk Extreme card. Please check if it is among the recommended cards here

If you have not done it yet, try manually updating the camera's firmware even if the camera already has the latest firmware. This is to ensure that errors with the current installation will be cleared out. You can do the update by following the instructions below: 

  1. Go to the HERO6 Black update page.
  2. Under "Other ways to update" at the base of the page, click "Update your camera manually."
  3. Enter your Serial Number and other requested information, click Next Step.
  4. Click "Download Update."
  5. Click "Click here to download firmware."
  6. Follow the steps on the screen for detailed instructions for your operating system.

Make sure that your camera is fully charged and that the SD card is formatted prior to updating. Let us know how it goes. 

 

Thanks, 
Marius

Hiker
Posts: 30

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.H...

[ Edited ]

I have the same problem. Seems GoPro is just ignoring this by "it is strage camera behaves this way". Guess what - it is even stranger to me. And.. use recommended sd card.

 

Things can get even stranger: https://www.youtube.com/watch?v=xq8t6r6o17w

 

I would understand this in case of problems with damaged files in terms of file structure, or missing data. Instead of that file seems to have proper structure, it can be played by any player, audio is fine in all movie, but picture is still. How this is related to sd card in any way? IT IS NOT!!!

 

GoPro - instead of ignoring your users acknowledge the problem and start fixing you **bleep** software. Right now GoPro 6 Black is a big dissapointment - not reliable, no BT audio and seems support and bug fixing is also on a very poor level.

GoPro
Posts: 8,325

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.H...

[ Edited ]

Hello @quicksand10622

 

Appreciate you including a sample video in your post. Sorry to hear that you  are experiencing an issue with your camera. I am using the same camera  model but I have not encountered such a problem. We would like to arrive at a resolution by isolating what maybe causing the trouble. Have you been able to perform a manual update of your camera? If you have, and you are already using a recommended SD card, and the issue still persists, our Support team will be able to help you further. You can reach them through phone or chat here https://gopro.com/help/ContactUs

 

Please keep us posted on how it goes. Other users might have the same issue and updates will be of great help. 

 

Best regards, 
Marius

Hiker
Posts: 30

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.H...

- i have updated my camera manually after first problem with still image recorded instead of video, but this did not solve the problem.

- I do not use recommended SD card, however person, who reported same problem as mine in this thread does (Sandisk Extreme)

- I bought Sandisk Extreme 128GB - one of the recommnded cards (also marked as "Works with GoPro"), will keep You informed in case of any problems.

 

PS. I have found some more problems reported with still image recorded on one of recommended sd cards:

https://community.gopro.com/t5/Cameras/Hero-6-Black-only-records-1-still-image-in-video/m-p/233273

https://community.gopro.com/t5/Cameras/Sometimes-my-Hero-6-video-is-only-recording-sound-throughout-...

 

GoPro
Posts: 8,325

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.H...

Thank you for the additional information that you provided. I have also saved the other link that you referenced and will report this to the team. Please let us know how it works out with the recommended SD card. Would also love to hear from @keshishians if the issue is cleared out. All the best!

Hiker
Posts: 30

Re: Sometimes, my Hero 6 video is only recording sound throughout the video with a frozen image.H...

Hello again,

Now I do not know what to think. I will probably return my GoPro.
After spending significant amount money for the camera, accessories, recommended SD card, I got this:

https://www.youtube.com/watch?v=xmT8ZFhyzew

Settings: 4k, 30 fps, Ultra Wide, PT ON, Stabilization ON.

Also when I am turning off the camera I got black display, and SAVING on front display for a very long time (up to battery 0% and power down).