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Sightseer
Posts: 3
Accepted Solution

cant download video from hero5

I've got the same issue with my GoPro 5 Black and iPhone i have tride to download the videos from the go pro app to my phone and in some of them i get a arror massege "  failed:unknown reason" 


Accepted Solutions
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GoPro
Posts: 6,097

Re: cant download video from hero5

 

Hi @natis50643

 

Normally it happens if your phone is not compatible with the video format of the camera. 

 

Such as timelapse and HEVC files. 

 

https://gopro.com/help/articles/block/hevc

https://gopro.com/help/articles/how_to/how-to-convert-gopro-hevc-videos-to-h-264-using-handbrake

 

You can use a computer though to access the files. 

 

 

Best Regards,

-Jay 

View solution in original post


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GoPro
Posts: 12,402

Re: cant download video from hero5

Hello @natis50643

 

Would you be able to determine if the error message comes up for particular resolution settings used? Do the videos play on the camera or on other devices (a computer, for example)? Are you able to import the videos through Quik for desktop? Hope to hear back from you. 

 

Thanks, 
Marius

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Sightseer
Posts: 3

Re: cant download video from hero5

Yes all the resolutions for the videos are the same, yes the videos play at the camera and even in preview 

Highlighted
GoPro
Posts: 12,402

Re: cant download video from hero5

Glad to hear back from you, @natis50643 . Did you mean all the videos encountering the error message are of the same resolution? Which one is that? Thanks!

Highlighted
Sightseer
Posts: 3

Re: cant download video from hero5

No, not all of the videos encountered the error message just a couple of them
Highlighted
GoPro
Posts: 6,097

Re: cant download video from hero5

 

Hi @natis50643

 

Normally it happens if your phone is not compatible with the video format of the camera. 

 

Such as timelapse and HEVC files. 

 

https://gopro.com/help/articles/block/hevc

https://gopro.com/help/articles/how_to/how-to-convert-gopro-hevc-videos-to-h-264-using-handbrake

 

You can use a computer though to access the files. 

 

 

Best Regards,

-Jay