Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Is your GoPro gear up to date? Check to see If it is on our Update page.
Posts: 1

file download issue

I recorded a video in 4k 4:3 30 Fps. I cannot get the file to save to my iphone x via the app. I also tried to retrieve file via my laptop(Dell 9560 4k) using usb and quik and cannot get it there either. Thoughts?

Posts: 1,022

Re: file download issue



please read this:


hope this helps,




you will see that 4:3 4K formats are not supported by iPhone.


4K (4:3) Video Play Back
No version of Android or iOS supports 4K 4:3 playback. In Android, the GoPro app will copy 4K 4:3 to your mobile device, but you won’t be able to playback those files. In iOS, QuikStories will convert 4K 4:3 to a lower resolution for playback. Otherwise, the GoPro app will prevent you from manually copying 4K 4:3 to your mobile device.
All Devices



as per laptop:


What are the limitations with HEVC on a computer?

Playing Media on Unsupported Operating Systems
If your computer isn’t running Windows 10 / macOS High Sierra or newer, you will not be able to play HEVC files. Quik for desktop will still copy HEVC files to your computer, but they won’t appear in the Quik for desktop Media gallery. Also, third-party apps won’t be able to play HEVC files.

Playing Media on Supported Operating Systems, but Older Computers
While Windows 10 / macOS High Sierra supports HEVC, your computer must use a newer processor to play those files smoothly. Quik for desktop will still copy HEVC files to your computer, but those files may struggle to play back. In general, computers manufactured before 2016 may not handle HEVC files well. See the partial list of supported computers/processors above.

What if I Recorded in an HEVC Setting and Don't Have a Compatible Device?

In the event that you've recorded HEVC video footage and do not have a compatible device to play your recordings, there are a couple of options: 

  1. Convert Your HEVC Videos to the H.264 Codec - Using Handbrake, a free, open source application, you can covert your HEVC videos to H.264 (compatible across all devices) with minimal loss in image quality. Please reference How to Convert GoPro HEVC Videos to H.264 Using HandBrake, for step-by-step instructions. 
  2. Video/File Hosting via Web - Upload your video to YouTube or another video/file hosting service. Once uploaded, you should be able to play your footage on any device compatible with the website, as you'll be able to utilize their compression. *NOTE: Being as you will be using a webservice to play back your videos, there may be a decrease in image quality simply due to web compression or your connection speed.