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Tourist
Posts: 3

GoPro Max 360 media Is appearing black after downloading it to the app

[ New ]
Hi, I have used my GoPro today and filmed in both normal hero mode and 360. I have them launched the app and viewed the videos. After trimming the videos and downloading them to the app the appear in my downloaded tab but only as a black video with sound. The normal hero videos worked fine though. I am baffled as I have never had this issue before and always edited my 360 videos in app.

See screen shots below. Any solutions would be much appreciated.

Thanks, Callum.
A713FC90-186C-49C6-AB4D-3B39269F58B0.png

Accepted Solutions
GoPro
Posts: 3,163

Re: GoPro Max 360 media Is appearing black after downloading it to the app

[ New ]
Hi,

If you are trying to select several media to make a Story, it won't work with those media: Photo Bursts, 5K, 4K 4:3 and 360 cannot be added for a Story / multi-clip edit. You can edit them individually but not in a story.

View solution in original post


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GoPro
Posts: 28,439

Re: GoPro Max 360 media Is appearing black after downloading it to the app

[ New ]

Hi @rapiddusk2520

 

We have recently released an update for the GoPro App on Android.

Make sure to restart your phone after the update.

 

It will also be best if you can share some sample files.

Can you also help us with the following information: SD card, camera version, GoPro App version, phone and OS version.

 

Thanks!

Ej

Tourist
Posts: 3

Re: GoPro Max 360 media Is appearing black after downloading it to the app

[ New ]
Hi, I am not on Android.

SD card: Sandisk Ultra 64GB Micro SD XC 1
Camera version: 1.5
App Version: 7.0.1
Phone: iPhone X
OS version: 13.7
GoPro
Posts: 28,439

Re: GoPro Max 360 media Is appearing black after downloading it to the app

[ New ]

Hi @rapiddusk2520

 

Ultra cards are not recommended to be used with GoPro cameras. They may work initially but they are observed to cause issues with the camera eventually. It is best to use one of the recommended cards on the list here:

SD Cards that Work with GoPro Cameras

 

Once you have access to a recommended card, make sure to run the update manually.

https://gopro.com/en/us/update/max

 

Let us know how it goes.

 

Thanks!

Ej

Tourist
Posts: 3

Re: GoPro Max 360 media Is appearing black after downloading it to the app

[ New ]
Whilst I appreciate the point that there are better SD cards out there, I am still no further forward with regards to not being able to download the media and edit 360 media in the app. Are you saying that the media is not retrievable and uneditable on the app as a result of the SD card?

Here is another screenshot of a message I receive when trying to download the media.

Thanks,
Callum.
5CBAEC8D-C6F3-4AC4-8EC1-4B9F1301BB41.png
GoPro
Posts: 3,163

Re: GoPro Max 360 media Is appearing black after downloading it to the app

[ New ]
Hi,

If you are trying to select several media to make a Story, it won't work with those media: Photo Bursts, 5K, 4K 4:3 and 360 cannot be added for a Story / multi-clip edit. You can edit them individually but not in a story.