GoPro Max reframing not loading on android [ New ]

[noblestar32040]

Hi

So I got a GoPro Max recently and when I'm trying to reframe 360 videos in the android app, it doesn't load. What happens is I shoot the video, download it onto my phone, then go into the media tab, click on the video and then click on the reframe icon. Then the loading bar appears and it loads forever and doesn't get anywhere. Nothing happens regardless of how long I leave it loading for. Just wondering if there's anything I can do to fix this.
Thanks

[haindash]

Hi @noblestar32040 

Sorry about that.

What's your device / OS? Check 360 Support here https://community.gopro.com/t5/en/360-Media-Support-in-the-GoPro-App/ta-p/408043 

Make sure you have the latest update of the App and OS.

Do you have this behavior with any 360 footage what if you try with brand new footage?
Did you try to do a clean install (save all media before as it deletes the content of the app)

[haindash]

@noblestar32040 You can also check the PlayStore as update 6.4 has just been released.

[lamacarena]

I'm having the same problem here, not only reframe (overcapture), opening or trimming the video just fails to load it.

My phone is a Pixel 4 which others seem to have it working.
OS version is Android 10 and
App version is 6.6 (latest because I just bought the camera).
Firmware is 1.40

I have an iPad and the iOS version works just fine.
I have made a screen record but I don't know if Im allowed to put links.

[lamacarena]

Add: The same behavior happens with my Pixel 2. Will try my mom's Samsung S10+ and come back with updates.

PS. Sorry for double posting. Not possible to edit after some time

[instacram24]

Hi there can you tell me what video mode and speed you shot the media in?

I have the Pixel 4 and shot a mix of videos all of which have been able to render with keyframes, trim, and view playback.

My MAX is also on version 1.4

360 TimeWarp 5.6K 2x and 15x

360 Video 5.6K 30 and 24 fps

Often times phones need a restart, I'd recommend giving that a shot.

If it still happens can you please let me know the following:

1. How long was the video?
2. How long is the duration of the trim youre attempting?
3. Video type
4. Video fps
5. Were their edits made to aspect ratio?
6. Were easings applied?

Sorry for so many questions but this will help get to the bottom of this.

[lamacarena]

It's a 360 on 5.6K at 30fps.
I tried every 360 clip I shot. From 8 seconds to 57.
I even factory reset it because it wasn't being recognized when trying to update firmware. The app downloaded the update but then I couldn't flash it. And after that i couldn't connect to the MAX either. So I factory reset the camera. (The videos were taken before the reset) but even then, iOS was able to retrieve these videos and I reframe them on the iPad.

[lamacarena]

Hey good news, I just shot some new footage and everything is working fine it seems that I cannot edit videos that were shot in previous firmware. At least the Android app as it is. iOS works with different firmware videos.

[instacram24]

Thanks for the update. I was also going to recommend deleting those files and redownloading them if you still have them on the sd card that is.

[kingkhanh]

I got exactly the same problem, take for ever to open a 360 footage from GoPro app mobile.

Got a brand new GoPro MAX, use latest gopro app version for android, just update the firmware. All  video are just recorded and very short < 1minute. Tried all different 360 setting 30/24 same problem. 

Please help

[kingkhanh]

I got the same problem. How did u fix it ?

[aenriquez]

@kingkhanh, sorry to hear about the trouble with the app. What's the brand and model of your mobile device, and the OS version installed?

[haindash]

@kingkhanh
For our 360 Users: We recommend these high end chipsets for the smoothest experience in app while editing and viewing your 360 media. Snapdragon 865, Exynos 980, and Kirin 990

Some tips as well:
Tip 1 > Navigating away and coming back to screen will usually fix issues like this.
Tip 2 > Making sure in Settings that animations are activated
Tip 3 > Turning off Dev Mode / setting up Display and Fonts size to default