Error on rendering 360 video [ New ]

[pani169]

I am trying to render a 360 video using both iPad and iPhone but I get an error without any context, only "Something went wrong", close to the end of the exportation. Apart from this, the Mount optimization gets stuck on 93% for this exact video.

[mariustanya]

Hello, @pani169. If you haven't yet, perform the recommended troubleshooting steps at How to Resolve GoPro App Crashing or Freezing Issues. Let us know how it goes. 

[pani169]

Following the "Crash with 360 media" section:

1. I am using an iPhone 11 Pro Max & iPad Pro
2. I didn't have the same problem with any other video 
3. I have also deleted all the keyframes and the problem still occurs 

[aenriquez]

@pani169, please make sure your mobile device, app, and camera are on their current versions.

We'd also like to gather a few more details to help isolate the issue. You may share with us a screenshot or screen recording showing the issue. In addition, what's the video resolution of the media that's having issues rendering? What's the video length? Please provide us the OS version installed on the devices used as well.

[pani169]

I have attached a video presenting the rendering process as well as the error.
The iPhone has the iOS 14.

Video details:
Size: 903MB
Resolution: 5.6K
Frame rate: 30FPS
Duration: 1:49

[haindash]

@pani169 

Hi, 

Sorry about that, we have an ongoing bug on this, I could add your information to the ticket.

Could you share with me (via Dropbox link for example) the .360 file that is causing an error when rendering? If we have the file then we can investigate.

+ Make sure that you update your app to 7.2.

Also - is you try with another .360 file do you encounter the same issue or is it just with this particular file?

Thanks for letting me know.

[pani169]

To be honest I cannot share it publicly because there are people recorded on the video :/ 
I have successfully rendered other 360 videos.

I already have the. 7.2 version installed

Thank you!! :) 

[haindash]

No worries, I understand. You could share the file via a private direct message to me and I just attached it the bug ticket so the developer can check the file. We don't keep the file once the ticket is solved of course.
No problem though. If you have another issue with a file you can share, let me know.
Investigation on the bug shows that file not rendering are corrupt in some way. If you are able to render other files and the failing is only with this particular video, it does point to media failure.