Photo extrahation not possible Hero4+ [ New ]

[monal3]

Hi,

since the new update, i don´t can extrahat photos of an video.

It was still simple the hole time. But now nothing happen when i press continue :-(

I tryed it with delated the app and loaded new. Still the same problem.

Know anybody this problem and know how to do?

Thanks a lot!

Mona

[mariustanya]

Hello @monal3, 

Which mobile device are you using -  iOS or Android? Uninstall, then re-install the app to make sure you have the latest version. Let us know if this resolves the issue with grabbing a photo. 

Thanks, 

Marius

[monal3]

Hi Marius,

i use iOS.

I tryed it yesterday with delate and re-install. Still the same.

At some videos it works now, after waiting that the video is totaly uploaded. But every first video of a new day seams to be broken.

I can see it on my iPhone or iPad. But i don´t can do anything with it. When i try to watch those videos directly on the gopro, my gopro tells me, that the video is "unable to view"

Is there an option to "repair" those videos?

Thanks a lot

Mona

[mariustanya]

Thank you for the update, @monal3. See if those videos may be using HEVC which requires specific operating system for playback. Learn more about HEVC here. Also check if the videos can be viewed through other media players. 

[monal3]

Sorry for the late answer, i´m on vacation and don´t have wifi everywhere.

I don´t can try to whatch the videos on other media players. I have only my iphone and my ipad with me.

When i look at the settings at my gopro camera, my videos are all NTSC.

I never chance the settings. So i don´t understand why the first video i make per day looks like demaged. I can whatch it over the gopro app an my iphone. but i´m not allowed to work with the video.

[mariustanya]

This is odd. If you have not done it yet, and if a computer is accessible at this time, try manually updating the camera firmware. There are steps below to guide you through the process.

1. Go to the HERO4 update page.
2. Under "Other ways to update" at the base of the page, click "Update your camera manually."
3. Enter your Serial Number and other requested information, click Next Step.
4. Click "Download Update."
5. Click "Click here to download firmware."
6. Follow the steps on the screen for detailed instructions for your operating system.

Make sure that you are using one of the recommended SD cards on this list . If the issue persists, our Support team here https://gopro.com/help/ContactUs will be able to help further. 

[monal3]

i have Hero4 update on my gopro and my SD card is one of the list you sendet me.

I´ll contact the support team. Maybe they know what is wrong and can help me :-)

Thank you for your help!

[jayr3438]

Hi @monal3,

Please let us know how it goes. 

Regards,

-Jay