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Hiker
Posts: 15

GoPro App and Samsung Gallery - Deleted Videos

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While using a combination of the GoPro app on Android and Samsung Gallery in a very specific way, videos are lost. Not just misplaced, but wiped from the phone entirely.

 

It may only affect a small number of users but it has affected me in a big way. I've lost over 4 hours of scuba diving footage (making up 90% of the total) on a holiday due to this and I'm disappointed to say the least. Anyhow, at the time I couldn't for the life for me figure out why, but I've done a fair bit of testing since and narrowed down the conditions with which to regularly replicate the problem.

 

1. Connect phone to GoPro via wifi

2. Transfer a video to the phone

3. Launch Samsung Gallery. Notice the transferred video appears and is in an album called 'GoPro'. The location on the device is internal storage/DCIM/com.gopro.smarty/GoPro

4. Using Samsung Gallery, move the video to a new album. Doing so will create a new folder in the internal storage/DCIM/ location.

 

All is well at this point. The video is still viewable in the Gallery app, Google Photos, in any file managers or via a PC. It's there and it's fine.

 

5. Open the GoPro app and go to the Media section. Tap the Local tab.

 

This is the moment when the video in the newly created folder is deleted. The space created by the deletion is even reflected in the storage availability on the phone, space has been freed.

 

I have tested this with a GoPro HERO 5 and 6, and a Samsung S7 Edge and S9+ with the same outcome.

 

Thoughts?

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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Hello??
GoPro
Posts: 27,146

Re: GoPro App and Samsung Gallery - Deleted Videos

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Hi @bolddive18444

 

Thank you for testing it out with different cameras and phones.

I am using an Android phone myself and have not encountered this issue.

If I view my files via the GoPro App, the folders are kept on my Gallery.

Let's see if we can isolate the issue further.

What is the version of the GoPro app installed on your phones?

Have you tried uninstalling and reinstalling the app? And pairing the camera to the phone again?

 

Thanks!

Ej

 

 

 

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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Thanks for replying.

 

I believe the issue is specific to Samsung phones and the use of the Samsung Gallery app (found here and is preinstalled on Samsung devices https://play.google.com/store/apps/details?id=com.sec.android.gallery3d&hl=en_AU). However, the trigger is the GoPro app in the deletion.

 

Can I ask if you are using a Samsung device and Samsung Gallery?

 

I am showing the issue in this video: https://www.youtube.com/watch?v=rG2cWlNjku4

 

- GoPro app version is 4.6.1 (7437)

- I have tried uninstalling and reinstalling, factory reset... Pairing/unpairing the camera, I have tried many combinations.

 

Anyhow check my video and see how it happens, let me know what you think.

Explorer
Posts: 13,045

Re: GoPro App and Samsung Gallery - Deleted Videos

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What happens if you completely close the GoPro app Prior to moving the image file to your new folder?

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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It still happens with nothing open but the Gallery app.

GoPro
Posts: 19,815

Re: GoPro App and Samsung Gallery - Deleted Videos

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Hello @bolddive18444

 

The Local tab in the GoPro App only shows those videos that are saved in the GoPro app import folder, that is the one located here: internal storage/DCIM/com.gopro.smarty/GoPro

Moving the video (or any other file) out of the import folder location removes the file from the Local folder. Moving the file (video or photo) back to the GoPro folder will make it accessible via Local tab again. Let us know if this is not the case though. 

 

Best regards, 
Marius

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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Hi Marius, I'm aware how the local tab and smarty folder should operate.
I think you need to watch my video and follow my steps to see that items moved out of the smarty folder are deleted by the GoPro app.

"... This is the moment when the video in the *newly created folder* is deleted.".
GoPro
Posts: 19,815

Re: GoPro App and Samsung Gallery - Deleted Videos

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Glad to hear back from you, @bolddive18444. I watched your video and followed the steps but the difference is that the picture on my Samsung phone did not disappear. It is still saved on the created folder in the phone's internal storage. I used a J6. Have you been able to try this using a different Samsung phone? 

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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That's interesting.
Yes I have tried with an S7 Edge and S9+, happens with both.

GoPro
Posts: 19,815

Re: GoPro App and Samsung Gallery - Deleted Videos

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Really interesting! Which OS version are your phones in? The one I used is in Android version 8.0.0. I also tested with a Samsung S7 Edge with the same OS and I am able to still the GoPro file in the created album, after it has been gone from the local tab in GoPro App. See if there is a need to update the OS of your phones. Then, let us try the process again after that. Will be watching out for an update from you, @bolddive18444 . Many thanks!

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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Both the S7 Edge and S9+ are on 8.0.0.

 

If you follow my steps with an S7 Edge, using the Samsung Gallery app to move the image, then I'm at a loss as to why it happens to me on two different devices and not yours.

 

 

GoPro
Posts: 19,815

Re: GoPro App and Samsung Gallery - Deleted Videos

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I have the same question as yours, @bolddive18444. I will try the same steps to presented with a different S7 Edge unit. I will see if I can have access to an S9+ and test it on that, too. May I know what are the model numbers of the phones that you tested? Thanks!

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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S7 Edge -SM-G935FD

S9+ - SM-965F

GoPro
Posts: 19,815

Re: GoPro App and Samsung Gallery - Deleted Videos

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Thank you, @bolddive18444

Highlighted
Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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Is this being investigated?

GoPro
Posts: 19,815

Re: GoPro App and Samsung Gallery - Deleted Videos

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Yes, it is, @bolddive18444. We just have not heard back from the team yet. We will keep you posted. Thanks!

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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This is a dead end isn't it...

GoPro
Posts: 27,146

Re: GoPro App and Samsung Gallery - Deleted Videos

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Hi @bolddive18444

 

Apologies if this is taking some time.

We did a couple of tests with an S7 and an S8, and we have observed the same.

We also tested a J7 and did not encounter the issue.

Would you be able to test your camera with a non S-series phone?

 

Thanks!

Ej

Hiker
Posts: 15

Re: GoPro App and Samsung Gallery - Deleted Videos

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Hi Ej,

 

Thanks for replying, appreciate the matter is being addressed.

 

Unfortunately I do not have access to a non-S Samsung device.

 

Given you've been able to repeat the behaviour on two S-Series as well as my demonstrations with an S7 and S9, should this not be enough to acknowledge the issue and be able to determine the cause?

 

Let's assume this only happens with S-series - can we not then diagnose and correct the issue?

GoPro
Posts: 27,146

Re: GoPro App and Samsung Gallery - Deleted Videos

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Thanks @bolddive18444

 

We have already raised this to the team in charge.

I'll post back on this thread once we get an update.

 

Regards,

Ej