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can't play certain video files

hi,

every so often when i try to view files on the blackvue android app, i get a popup that says:

"your device can't play this video file" 

are these corrupted files or something?   i'm a bit worried that important footage would be missing if there ever were an incident.       

 

EDIT:   Apparently file works when I download it and view it in video player, so probably something with the blackvue app

10 comments

  • 1
    Avatar
    Chris

    Dear Customer

     Thank you for choosing blackvue.

    This error occurs randomly when the app is a busy like when you are live viewing, or accessing the files through cloud but this doesn't mean the files are corrupted. 

    You can play those files in computer using PC viewer or after downloading in internal memory.

     

     

  • 0
    Avatar
    Joe Sipala

    Having the same problem. Playing file(s) in computer is not always possible. Downloading to internal memory is EXTREMELY SLOW. The error is NOT random. I've been doing nothing else on the phone but trying to view a file and I get an error message. The app. doesn't seem to be fully compatible with an Android phone. Will there be a fix in the near future???

  • 0
    Avatar
    Joe Sipala

    No real answer from Blackvue after waiting a WEEK. Possibly indicates that Blackvue is unable or unwilling to fix this issue for Android phones?

  • 0
    Avatar
    Chris

    Hello Joe

        Please send us the following at cs@pittasoft.com and our customer support agent will help you in troubleshooting the issue. This is not a generic issue but is limited to spefic phones which can be troubleshooted .

    1. Screenshot of the error.

    2. Your phone model and specifications.

    3. Dashcam model and firmware version

    4. App version.

     

    thank you 

  • 0
    Avatar
    Joe Sipala

    Samsung Galaxy On5

    DR650GW-2CH

    App v2.63

    Firmware v1.008

    Taking DAYS to get an answer that doesn't work, and then having to wait DAYS for another answer just isn't good customer service.
    So how can I fix my 'specific phone' to play the Blackvue Cam generated MP4 reliably every time via WiFi?

    This has been yet another DAY (2 1/2 HOURS) trying to resolve this issue and has AGAIN been unsuccessful.

  • 0
    Avatar
    Chris

    Hello Joe

     Thank you for sharing the information and our apologies that we couldn't reply earlier due to weekend. 

    It seems like there is a missing codec in your phone's media player due to which files cannot be played.

     Can you please try to play another mp4 file ( not from the dashcam) and see if that plays well? If other mp4 files are playing fine then please send us your phone's OS version for further investigation.

     

     

  • 0
    Avatar
    Joe Sipala

    This failure to play back is a RANDOM failure. Example - The SAME file fails play 3 times and then plays fine the next time.
    Play back works fine using an IPhone.
    All other MP4 files play fine using this Android

    Android version 6.0.1

  • 0
    Avatar
    Chris

    Hello Joe

    Can you please try to upgrade the OS of your phone and try again to see if it fixes the issue. This seems to us as an internal phone error and not the app since we have tested playback on several phones and have failed to reproduce the error.

     

    Thank you for your patience and understanding.

  • 0
    Avatar
    Joe Sipala
    Thanks for getting back. Did as you asked. "Device is up to date" message returned. The device OS is current.
    FYI - 89% Storage space used. 57% RAM used.
    The phone was obtained NEW, out of the box a year ago and had never been used previous.
     
    Remember, this is a RANDOM failure. 'Sometimes' the dash cam file(s) will play, but not very often (maybe 1 out of 10 attempts are successful).
    Example - Rebooted phone. Using app, connected to dash cam via wifi. Playback files listed. Tapped 1st file. Playback worked fine, BOTH front and back views. Closed file. Tapped the SAME file again. "Your device can't play this video file" message. Continued down the list of files. No files would playback (10+ tries). Rebooted phone. Connected again using Blackvue app to dash cam via wifi. Picked a random file father down on the list. Tapped and file failed to play. Tried a few files father down and the file DID play (front and back). Tried 10 more files and they all failed to play. Closed app. Restarted app. No files would playback. It should be noted that I can 'download' a saved files on the dash cam to my phone and they ALL will playback in that form (MP4).
     
    Suggest you send me just a 'tested' 650 (front only) camera for me to try. If the error continues, then I would agree the error is with this specific phone. I will return the 650 camera you sent me. IF the 650 camera you sent works with no errors, then I'll send you back the old defective camera.
     
    I remain confused. At this point, I've got no other suggestions.
     
    ~Joe
  • 0
    Avatar
    Chris

    Hello Joe

     Thank you for the detailed explanation. From your explanation it seems like for some reason the SD card in the dashcam cannot be accessed causing the error. Here is what i would like you to do.

    1. Format the SD card using FAT 32 and enter a formatted SD card in the camera, then try to check if the files could play well.

    2. Try another phone and see if the error persists.

    If formatting the SD card doesn't solve the issue and the similar error persists with another phone, please follow the RMA procedure below

    1. Please contact the seller and ask them for an exchange or repair service . Hopefully you can get the desired services from them.

    2. If in any case, the seller refuses to provide the services or you cannot contact the seller by any reason, we recommend you to contact the BlackVue distributor directly . We will need following information to be able to let you know the contact details of our distributor:

      a) Serial number printed on the dashcam
      b) Seller's details (name, location etc.)
      c) Purchase date (If possible, please send us the receipt of purchase)
      d) Your current location

    3. In worst case scenario, if both the seller and distributor refuse to provide their services, which is very seldom, we will handle your RMA request.

     

    We hope you can get the desired RMA services from the first two steps. But if you face any difficulty at any point, please don't hesitate to contact us.
    Customer satisfaction is our first priority, so we will solve your case on urgent basis.

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