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Tourist
Posts: 6

GoPro App - Fusion video files on OnePlus 5T [not working]

Hello Support team,

 
Mobile Handset: Android OnePlus 5T (Android 9 Oxygen 9.0.3 build A5010_43_190118)
Fusion (build 1.80): The fusion video files are in 3k/60 format. 
 
I wanted to report the following issues: 
[1] Playing Fusion video files is not working properly: Click on a fusion video, as soon as you click the play button, the video is blank(black) but you can still hear the audio. 
[2] "Create 360 clip": irrespective where you scroll, the images of the video are not showing up  
[3] "Grab Photo":irrespective where you scroll, the images of the video are not showing up  
[4] "Overcapture": 
[4.1] Click on Play: video doesn't work properly (video is blank/black with audio only)
[4.2] Click on Record: Doesn't do anything
 
All the features above used to work normally in your previous version of the GoPro app.
Your development team broke something in the latest version (5.1.1 dated Jan 11,2019).
 
The handset is in your list of supported handsets: https://gopro.com/help/articles/block/fusion-supported-devices
 
Could you please look into the matter on urgent basis and do the necessary to restore proper functioning of the GoPro App ? 
 
This is really frustrating - The overall customer experience with your Fusion product has been horrible since the beginning (Fusion Studio v.1.1, 1.2 were riddled with bugs and stability issues, GoPro app at the time of my Fusion purchase lacked a lot of feature found on iPhone equivalent Gopro app, heating issues, etc) - And now (when I need your product to work, I am currently on a ski trip) , I face the issues listed above.
 
I am seriously thinking of selling it and move to Insta360.
 
PS: On Google play, under GoPro app, please update your main page (Your developer Contact Email address is point to support@gopro.com - This is no longer a valide email) 
 
Kind regards
Tourist
Posts: 4

Re: GoPro App - Fusion video files on OnePlus 5T [not working]

Same problem with my samsung note 9 update to android9. I used to work on 360 videos of my fusions. Now they don't work with my phone. This is a big problem for gopro and android developers. Need an emergency solution.
GoPro
Posts: 6,392

Re: GoPro App - Fusion video files on OnePlus 5T [not working]

Thank you for sharing @samerm28262 and @sonerkinaci . We will pass this along to the team and will keep this thread posted once we hear back from them. Best regards!

Tourist
Posts: 6

Re: GoPro App - Fusion video files on OnePlus 5T [not working]

@mariustanya - When do you think we will hear back with an ETA for the fix ?

Tourist
Posts: 6

Re: GoPro App - Fusion video files on OnePlus 5T [not working]

Additional Observations:

From the GoPro app, i am not able to use/control the fusion camera remotely.

Mian Menu >> Camera >> (under Fusion, click on camera logo) - It takes me to the main page of the camera and i get a blank/black video instead of the usual live streaming feed from the camera (attached screenshot)

 

Clicking on record doesn't make a difference - The camera starts recording but on my phone, the video is showing as still black on the screen.

 

 

Screenshot_20190301-115330.jpg
GoPro
Posts: 6,392

Re: GoPro App - Fusion video files on OnePlus 5T [not working]

This is noted, @samerm28262. Sorry, we do not have an update at this time yet. We'll post here as soon as we hear back from the team. You may also watch out for updates through this link

Tourist
Posts: 6

Re: GoPro App - Fusion video files on OnePlus 5T [not working]

Hello @mariustanya 

 

It has been 3 weeks since I reported the issue - I would appreciate feedback/updates:

[1] Confirmation/acknowledgement of the reported issues/bugs by the GoPro App Dev Team

[2] Confirmation/commitment that those issues will be fixed

[3] Tentative date for the fix release in the next GoProApp (Android) release

 

I need feedback on the 3 points above so I can make a decision on this product.

 

Thanks!

Tourist
Posts: 6

Re: GoPro App - Fusion video files on OnePlus 5T [not working]

Hello @mariustanya - What is the feedback of the GoPro app team regarding the reported issue ? When can we expect the correction ?

 

THe GoGro App has been updated (v5.2.1 21 March) and the reported issues are still there.