FAQ

Q: I cannot download the recovered file because of disconnecting. What can I do?

A:  Use a download manager which supports resuming in case of disconnecting. We recommend to use Free Download Manager - https://www.freedownloadmanager.org. It is free and works great.

Q: Which cameras/encoders do you support?

A: Most mp4/mov files can be recovered using generic algorithms.
However, for the following cameras, we have specific optimizations for obtaining the best results:
GoPro HERO, GoPro 2, GoPro 3, GoPro 3+ and other action cameras based on Ambarella chip
GoPro 4, GoPro 5, GoPro Session, GoPro 6
Xiaomi YI CarCam, YI action camera
TomTom Bandit action Camera
Aim SmartyCam HD
Car DVRs based on Novatek (DV turnkey, Street Guardian, etc.)
Canon EOS 5D Mark II, III, IV, 5DS, 80D, 100D, 550D, 6D Mark II, 7D [Mark II], Rebel T7i, etc.

Canon SX, Legria, Vixia, etc.
Panasonic DMC-G7, DMC-GX80, DMC-G85, DMC-GH4, DC-GH5, HC-X1000, AW-HE40, etc.
SONY A7S [Mark II], FDR-AX1E, FDR-AX100E, NX5R, A6000, HDR-CX405, HDR-CX625, etc.
Samsung NX1000 and other DRIMeIII based camcorders
Samsung NX1/NX500 and other DRIMeV HEVC/H.265 based camcorders
Samsung Gear360
Samsung Galaxy
iPhone 4, 5+, Filmic software
Nokia Lumia
iCatch, cgo3, DJI, Hubsan, Yuneec and other drones
BlackMagic, vMix, AVerMedia Live Gamer Portable C875 and other hardware encoders
Lav/ffmpeg, Mainconcept, Wowza, Open Broadcaster Software and other encoders


Q: From what kinds of mp4/mov file breakage could you restore my video?

A: We can fix a broken or missing mp4/mov file header. Such header contains media data format for both video and audio, indices, and other metadata. However we assume the actual video and audio data remain and valid. We scan actual video and audio data, identify video and audio formats, collect information for all the missing or broken metadata and indices, and then recreate the file header.


Q: How mp4/mov file could be broken?

A: Depending on how exactly the mp4/mov file in question has been written, the header could be at the beginning of the file, at the end of the file, or partially at the beginning and partially at the end. While recording a camera builds and maintains indices in memory. The indices are flushed to the media when the file gets finalized once audio and video chunk is written completely. If something bad happens before or during the file finalizing, the file left unfinalized or partially finalized containing a broken or missing header. This is a matter of bad timing for a battery die or a camera drop.


Q: Why do you need a reference file?

A: Even with all the same settings different cameras write a media file a bit differently. Variations are possible even with the same camera but different firmware versions. We need to know the details of your particular camera even if we know this kind of cameras. This is why we need a file written by the same camera with the same settings as for the broken file as a reference. You can either use a good file recorded right before the broken one if you didn't change settings, or record a new file with the same settings. We see a wrong reference file being a most often reason of unsuccessful restoration.


Q: I have accidentally deleted a file, then restored it by using a program for restoring deleted files. Though, I cannot play it back. Could you help?

A: Unfortunately, in the majority of cases such "restored" file contains random data and cannot be recovered. Files on a media are usually fragmented. When one deletes a file, information about where different pieces of the file were placed gets lost. A common approach to restoration deleted files is to scan through part of media marked as "free" for known file headers, consider that as a beginning of the file and assume a consistent sequence of pieces till the end. This would work relatively well only if it was no fragmentation. Because of this, you may want to format the media before any important event, to improve chances in such unfortunate case. We cannot help with a file where video and audio data is missing. You may want to try a different program which may restore a sequence of pieces more accurately, that might give you a better result.


Q: A restored GoPro 4 video contains artifacts every 3 seconds. Could this be fixed?

A: Some cameras, such as GoPro 4, Xiaomi Yi, and such write simultaneously 2 streams - one for a high resolution, and a low resolution one for preview. The both streams get written at the same time, thus this leads to a significant file system fragmentation on the media. If an mp4 file was removed and then restored, most likely it would contain chunks from that low resolution stream. The high resolution chunks will be followed by low resolution chunks about every 3 seconds, creating those video artifacts. Audio in this case would be usually repeating. The root of the problem lies with not properly restored deleted file. Not much we could do having a messed up file to begin with. Unfortunately, we do not currently have a reliable way to filter out low resolution chunks and corresponding audio chunks. You may want to try a different program which may restore a sequence of pieces more accurately, that might give you a better result.


Q: I have been recording a game. The file got corrupted somehow. After recovering I head a distortion sound or two sounds. Could that be fixed?

A: Unfortunately, this cannot be fixed automatically. We could try to fix a distortion sound manually. Most likely the file in question contained 2 audio streams. We may try to separate the streams manually given the other stream contains silence. But if the both streams contain audio, there is nothing we could do. Double check the settings when you record games.