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Tourist
Posts: 5

GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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I recently bought the GoPro Max last week. Everything worked fine with the Quik app. Now all of a sudden, all 360 videos that I record are black (audio is fine). I had a friend download the app and connected to his phone and the videos play fine. I researched the support site and some people said a full reset of all settings on the iPhone would work. I’ve done that 3x and still nothing.

Equipment:
iPhone 11pro with 100gb free space
IOS 15
Quik 8.8
GoPro Max with 128gb sd card
Tourist
Posts: 4

Rif.: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi,

I have the same problem with my Gopro Max.

I tried to reset the camera and my iPhone but nothing, I only see the black screen when I try to edit a 360 video on Quik.

I also tried to run the app on an Android device, but the problem is the same.

This problem started after the update does firmware 2.0.

 

I hope that we will find fast a solution

GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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@jkennedyx32

@fuloff 

Indeed users have found that his helped fixed the problem:
iPhone / iPad
Settings > General > Reset > Reset All Settings

However you could also: delete and install the app again (warning it deletes all content so save media and stories prior doing so)
Also your camera may have an issue / bad state situation - try doing a factory reset and try then again with a brand new media.

Update 8.8 is out and we haven't touched 360 editing in the app in a while so it shouldn't be affecting this part. Sorry, hope my suggestions help you out.

 

For Android - you may have to check chipset requirements

These are the hardware recommendations we have for Android users on app using 360 cameras.

Chipsets on phone:

•Kirin 980 or newer

•Qualcomm Snapdragon 845 or newer

•Exynos 9810 or newer

Tourist
Posts: 4

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi @haindash,
Thank for the answer.

I made all the steps that you said. But nothing…
I think the problem was the firmware update of GoPro Max, because the previous video still working in 360 editing.

Do you have any other ideas?
GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi

I gave it a go to make sure. I have an iPhone 12 mini and MAX 2.0 as well. I just made a new 360 video in 5.6K and the video and audio all play nicely so I don't reproduce the issue you are having.

Please try to proceed to a factory reset of your Max / try a manual update also. I believe your camera may be in a bad state.
https://gopro.com/en/us/update/max > update manually
Tourist
Posts: 5

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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I have reset all settings on my phone 3x. I have uninstalled and reinstalled the app twice. I reset the Max to factory settings. It’s still not working. The Max is running 2.0. Like I said before, it worked fine on a different phone. Just not on mine now.
GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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@jkennedyx32 One thing, you said iOS 15? Is that correct? The current latest is 14.6

Tourist
Posts: 4

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi

@haindash 


I did the manual update but the app continues not to work.

 

I made the full reset of the GoPro and tried the app on these devices:
- iPad Pro
- iPhone 12 Pro Max
- iPhone XR
- Samsung S21
- Samsung A12

 

But in anyone of these works 360 video editing

Tourist
Posts: 5

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Yes. That is correct. I’m running iOS 15.
GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Ok so what I'm getting here is that it works well on all of these:
- iPad Pro
- iPhone 12 Pro Max
- iPhone XR
- Samsung S21
- Samsung A12
which are all running current OS.

But on your iPhone 11pro running iOS 15 which is in beta - it doesn't - correct? Maybe the culprit is iOS 15 then...
Need to look further into this
Tourist
Posts: 5

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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I would think that would be the issue if it weren’t for the multiple people on here that I’ve seen describing the exact same problem using older IOS versions. It still very well be MY issue, but seems like there is more to it.
GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi, @jkennedyx32

I'm thinking the issue could be related to iOS15.
Other users who have black screen on MAX managed to fix the black screen issue by doing a reset on their iPhones.
And if it's Android then it's probably more of a compatibility problem, chipset not performant enough.

@fuloff What OS are your running?
I'm sorry but I don't think I've understood your last post. I got confused between the two of you. I'm sorry.
Are you saying that you get a black screen for all of those devices?
- iPad Pro
- iPhone 12 Pro Max
- iPhone XR
- Samsung S21 > this one should work with 360
- Samsung A12 > this one has a Mediatek chipset and we know that 360 doesn't work well with Mediatek.

It's a bit of a mystery here, we haven't touched 360 features for a while and MAX 2.0 has been out for some time too, we test 360 regularly to make sure there's no regression and the team hasn't found any problems so I'm a bit puzzled with this issue. I'm sorry.
Tourist
Posts: 4

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi, @haindash 

 

I run the latest OS in all these devices (no beta software). 

And I run the latest version of Quik app.

I also reset the camera with a manual update, and I tried to take new media at 360, but nothing when I try to edit the 360 video result black,

 

I only able to edit video on my mac with gopro player, but there is another intersting thing.. I have 2 mac 1 with Big Sur (And I'm able to edit the videos) and another mac with Monterey (and here I have the same problem of mobile device).

 

Another relevant info is, that I'm able to edit the video recorded before the update of the gopro max.

 

Probably is a problem with OpenGL/Metal (I'm a mobile developer)

The problem seems to be the import from the gopro.
Obviously I don't know if your software only copies files from memory, but maybe some problems arise in organizing the files.

 

Yes the 2.0 update has been out for some time, but I had updated las week.

 

I apologize for any English problems I'm Italian

 

Thanks

Fulvio

 

 

GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi,

OK thank you for the detailed information. I'm trying to see with the team where we can do from there. It's complicated as it seems to be an isolated problem. I had no issue when testing with an iPhone 12 mini and MAX also on 2.0 FW so it's hard to know what's up.
GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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@jkennedyx32

Sorry for the late reply - so indeed iOS 15 is the issue in your case.
We've opened a bug about this : On iOS 15 Beta 3, playback of 5.6K 360 video are black.

We are working on a fix.

Thank you
Tourist
Posts: 5

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Any updates on this? I got videos I need to edit!!! LOL!!!
GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi @jkennedyx32
To my knowledge the issue with iOS 15 / 360 media will be fixed on 8.11
Sightseer
Posts: 1

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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The black playback issue is happening on iPad OS 15 as well. Please confirm if this is part of the 8-11 update. All saved videos aren't playing nor can I edit from Max

Sightseer
Posts: 1

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Any news on when 8.11 will be released please?

GoPro
Posts: 20,818

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Sorry, there is no information about it at this time, @colinv48. You may also watch out for updates through the Store. 

Sightseer
Posts: 3

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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iOS 15, iPad OS 15 and MacOS 12 all have black or no video feed.
GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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@kimovitzh 

Hi,

Sorry about that, we are aware of this issue with iOS 15 and 360 media. The team has deployed a fix which will be included in 8.11 - development and testing is still on-going so I don't have a date when this will be out but hopefully it shouldn't be too long.

Sightseer
Posts: 2

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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What about GoPro Player for MacOS 12 ? (I know it’s the mobile app section but as it’s seems to be the same kind of bug…)
GoPro
Posts: 20,818

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hello, @lpaso. What seems to be the issue with the GoPro Player? How may we help?

Sightseer
Posts: 2

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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As mentioned earlier on this very thread, the GoPro apps on the newer OS from Apple do not work at all (black screen for 360 footages). You already acknowledge this for Quik on iOS/iPasOS 15 beta, but the issue is the same on GoPro Player on MacOS 12 (Monterey) beta.
Hence my remark 😉
Sightseer
Posts: 3

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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As i wrote, the player doesn’t work in iOS 15 and MacOS 12.
GoPro
Posts: 20,818

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Got it, @lpaso, @kimovitzh. We do not have information about updates on the GoPro Player at this time. We will check with the team again and keep this thread updated. Thanks!

Tourist
Posts: 6

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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any news on update to fix this issue?

GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi,
Very sorry about that, it's taking longer than expected for this release. I don't know the date though but hopefully in September.
Sightseer
Posts: 3

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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So iOS 15 is set to relase 14/09 so thats in 6 days. How's it going?

GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi,

I don't have the exact date but update will be around this date yes - unless there are changes which I'm not aware of.

Tourist
Posts: 5

Rif.: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Same issue here with iphone 12pro max aswell as an ipad pro. Audio can be heard but no video! Only dark screen!!
Tourist
Posts: 5

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Same issue here in iOS 15 on iphone 12 pro max and ipad pro
Sightseer
Posts: 1

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Sorry if i'm being too pushy but, may we know is there any updates on this issue? IpadOS 15 already released to public.

GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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@casulpilot @jkennedyx32 @bravewave64030 @kimovitzh @bravewater64453 

 

GoPro Quik 10.0 has been published, it fixes issues with iOS15 and 360 videos.

 

Let me know how it goes for you, phone reboot are always good by the way :)

Tourist
Posts: 1

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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I had updated quik to 10.1, it was fine in iOS 14, but failed to view 360 videos (black scree like before) after upgrade to iOS 15, is anyone has the same issue?

GoPro
Posts: 3,419

Re: GoPro Max 360 Black Screen on IPhone when trying to playback/edit

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Hi @ethal77530

This issue should have been fixed in 10.0. Could you please try to delete and install the app again and try with a new 360 media?
Note that a clean install will delete the content of your app so save what you need to save.

Let me know how it goes.
Also could you tell me if it works with normal, non 360 videos?

Thank you