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Tourist
Posts: 6

Something went wrong

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hi all,

 

hoping you pro users can help me.

 

ive been using the go pro for about a year,  it's a hero 2018

 

Suddenly my go pro app stopped working in some aspects.

 

it auto loads the clips and photos, but then when you click the video to edit and take you to Quik etc, it's says something went wrong and takes you to the previous screen.

 

tried reinstalling several times, and reconnecting camera , but no luck

 

anynhelp appreciated 👍

 

 

6AF119C0-E08E-4A6B-A38E-D92436A2ED3F.png
Tourist
Posts: 6

Re: Something went wrong

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Forgot to mention it does this on my iPad 6th gen and iPhone 7

GoPro
Posts: 27,078

Re: Something went wrong

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Hi @fastrange43006

 

Remove your camera entry from the GoPro App's history. 
iOS: Open GoPro App. Tap the pencil icon in the top-left corner of the Camera menu page. Tap the red X icon to delete the camera entry from your app’s history. 
Reset your camera’s Wi-Fi settings. https://community.gopro.com/t5/en/Reset-Wi-Fi-Name-and-Password/ta-p/394276
Delete the GoPro camera under the Bluetooth and Wi-Fi entries in your mobile device’s settings before attempting to re-pair to your GoPro. https://community.gopro.com/t5/en/Pair-Your-Camera-with-the-GoPro-App/ta-p/394285
Let me know how it goes.

 

Thanks!

Ej

Tourist
Posts: 6

Re: Something went wrong

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Tried after last two rides,

 

no joy, just says something went wrong. That along with the freezing makes this £200 camera unusable ...proper fed up 

GoPro
Posts: 27,078

Re: Something went wrong

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Hi @fastrange43006

 

Please reach out to our Support Team to move forward with your concern.

You may contact them through https://gopro.com/help/ContactUs

Let them know of the troubleshooting steps taken.

 

Regards,

Ej

Tourist
Posts: 3

Re: Something went wrong

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Hi.

Have same problem as you. Have you gotten any solution for the problem?

 

Lasse.

GoPro
Posts: 3,036

Re: Something went wrong

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@saltogallten @fastrange43006 

Sorry about that.

One thing you could try: instead of starting the multi clip edit from the Home Page, could you select media from the MEDIA page (APP) and try from there? This could be an issue with the media you are trying to add, what are those media? Any Timewarps? Long media? 4K? 

Tourist
Posts: 3

Re: Something went wrong

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Im using the app. Tried with Iphone 11, and ipad pro. But the same happens when getting media from gopro plus. I can see the media in the background, but with that pop up message saying something whent wrong. Small films 1-3 minutes, filmed with my gopro session 5, 2 years ago.
GoPro
Posts: 3,036

Re: Something went wrong

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@saltogallten Ok so the media is on GoPro Plus then, I suggest that you first download some of those media locally to your phone and then add them to multi-clip editing from your phone

Tourist
Posts: 6

Re: Something went wrong

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No, i havent a fix yet

 

the way round it is click camera in the app and select media to create a movie. not ideal. but if it auto uploads it doesnt work.

 

i also spent about 30 mins with tech support who got me to update the camera to the latest firmware, and that was hopefully gonna cure the camera freeze too.

Tourist
Posts: 3

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This app Is useless! I have used many video editing programs, but this is by far the worst! 

Tourist
Posts: 5

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Same issue here, this is really unacceptable from the camera perceived as the best in the market.  i had gopro wince the Hero 5 but i am ready to move to a different brand.  Too many issues.

Tourist
Posts: 6

Re: Something went wrong

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I’ve given up to be honest, no fixes have been issued and despite a firmware update, the issues continue
GoPro
Posts: 19,731

Re: Something went wrong

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Sorry to hear about the trouble, @fastrange43006 and @rapidstar3548. We'd like to help as much as we can, and we can do so if we have details regarding the troubleshooting steps that you have performed as well as details on the devices that you are using and the version of the GoPro app that you have installed. 

 

To proceed, it would be best to get in touch with our Support team so they can walk you through further troubleshooting. If you have already contacted Support and finds that the issue persists, please let our team know so they can continue working with you. To connect with them, visit https://gopro.com/help/ContactUs . Once there, select "Contact Us" and proceed with either chat or a callback request. 

Tourist
Posts: 6

Re: Something went wrong

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Hi, 

 

Have already done the steps and been on with support, and although they are nice enough it never cured it.

 

basically went from uninstalling and reinstalling software to updating firmware, I have the same issue on both iPhone 8 and iPad 6th gen running the latest versions of iOS.

 

i have issues after auto upload and it says something went wrong and won't load, and I have to add manually, and secondly my iPad freezes sometimes after turning on and I can only fix it by stopping my bike, and removing from the holder, then removing the battery....I was told to get a recommended memory card, which I did, but the fault continues.

 

 

Tourist
Posts: 5

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I am running on iPhone 11 Pro Max and latest version iOS 13 with the same results.  Done all the troubleshooting several times as well.  No change.

Sightseer
Posts: 1

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same happen with my xs max what to do now?

GoPro
Posts: 19,731

Re: Something went wrong

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Hello @rapidstar3548 and @epiccrest6265 . Thank you for the details that you provided. Will you be able to send us a screen recording of what happens when you access the GoPro App on your devices? 

 

Do you first download media from PLUS locally to your phone and then add them to multi-clip editing from your phone? Does it matter what type (photo, video, timelapse) of media is used? Does the resolution setting have an effect? 

 

Also, please verify the version number of the GoPro App installed on your phones, as well as the OS version. Thanks!