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Tourist
Posts: 6

Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

Is anyone else having an issue with HEVC videos failing to download to the phone? I'm aware that you cannot playback the HEVC videos within the app, and that you need to download directly to phone, yet when I try to do so, it fails everytime. Does anyone know of a work around?

 

Thanks in advance!


Accepted Solutions
GoPro
Posts: 6,097

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

Got it @rs307,

 

Try this.

You have to backup or save all your photos and video to your computer. 

 

Use and SD card adapter and then connect your SD card to your computer. 

-Transfer all files. 

-Reformat SD card

-Download Camera Firmware : https://gopro.com/help/articles/block/How-to-Update-GoPro-Cameras

(Follow manual firmware update instruction)

Install update.

 

Open GoPro App and delete your camera from the list of paired camera.

Go to Bluetooth settings and unpair your camera.

 

Pair your camera again. 

 

If issue persist please contact GoPro customer support. 

https://gopro.com/help/ContactUs

 

Regards,

-Jay

 

 

 

 

View solution in original post


All Replies
GoPro
Posts: 6,097

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

Hi @joshuas035,

 

First you have to confirm if your phone's connection is stable. 

Disable smart network switch or the settings that allows your phone to switch and connect to a wireless signal with stronger internet access. 

 

You can also reinstall the app. 

Just make sure that you have back up files since uninstalling might delete all your photos and videos on the app.

 

-Jay

Tourist
Posts: 3

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]
Salut @jayr3438 ,

J'ai exactement le même problème (Hero 8 black et Huawei mate 20 pro), j'ai suivi les instructions que vous avez donné et rien n'a changé, je n'arrive pas à voir les photos ou vidéos dans l'app (ils s'affichent comme des carrés noirs (aucune prévisualisation) , chaque fois que je change d'écran (camera en live vers media, par exemple, je dois reconfirmer que je veux rester connecté au réseau de la caméra, car le téléphone affiche un message qui dit "ce réseau WiFi n'a pas de connexion à internet" cependant le basculement automatique entre WiFi et données mobiles a été désactivé comme vous suggerez et j'ai réinstallé l'application
GoPro
Posts: 6,097

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

Got it @rs307,

 

Try this.

You have to backup or save all your photos and video to your computer. 

 

Use and SD card adapter and then connect your SD card to your computer. 

-Transfer all files. 

-Reformat SD card

-Download Camera Firmware : https://gopro.com/help/articles/block/How-to-Update-GoPro-Cameras

(Follow manual firmware update instruction)

Install update.

 

Open GoPro App and delete your camera from the list of paired camera.

Go to Bluetooth settings and unpair your camera.

 

Pair your camera again. 

 

If issue persist please contact GoPro customer support. 

https://gopro.com/help/ContactUs

 

Regards,

-Jay

 

 

 

 

Highlighted
Tourist
Posts: 3

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

Hello Jay @jayr3438

It worked, thank you so much, I've been battling this all afternoon, I bought the camera yesterday :)

 

Have a great day.

 

Rui

 

 

GoPro
Posts: 6,097

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

Glad to know that @rs307,

 

 

Have a great day!

 

 

-Jay

Tourist
Posts: 6

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]
I will be attempting this shortly and will get back to you! Thanks!
GoPro
Posts: 6,097

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

No problem @joshuas035,

 

Please let us know if that will work. 

 

Also I forgot, If it is HEVC try to limit the number of files being downloaded. 

Try it 1 by 1 then increase till you reach your phone's maximum download capability. 

 

-Jay

Tourist
Posts: 6

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]
Alright,

Well I'm glad someone else received help today thanks to the info provided, because my issue resolved itself, ha!

After posting yesterday, I shut the GoPro off and went to work. Did not mess with the app or anything of such nature. Just went back into the app while connected to the GoPro, and everything worked. My preview icons for HEVC videos went from black with an exclamation point to actual picture preview with the same exclamation point. Downloaded to the phone quickly this time. Weird. But, I know where to look now in case it happens again and doesn't fix itself.


Thanks again!

Joshua
Tourist
Posts: 3

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]
Hi Joshua,

I took advantage of your post and it really helped, I'm glad your issue is also fixed.

Thanks,

Rui
GoPro
Posts: 6,097

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

You're welcome @joshuas035,

 

Please let us know if you encountered the same problem. 

You can also contact GoPro customer support for real-time assistance: https://gopro.com/help/ContactUs

 

 

-Jay

Tourist
Posts: 6

Re: Importing HEVC video failing from Hero 8 to GoPro App on Android

[ New ]

I'm glad I could help!