FAQ

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Learn how to repair damaged, unplayable video files with Restore.Media.


Q1: What file formats do you fix & repair?

A: We repair mp4 & mov files, mv4, m4a files, we recover video files qt & 3 gp, video codec AVC/H.264 and HEVC/H.265, audio AAC, ADPCM, PCM, MP3 and AMR.

Also, we can repair MXF files in a manual mode. If you need to recover MXF file, please contact us for further instructions.


Q2: Which cameras/encoders do you support?

A: Mostly, we recover mp4 files and mov files using generic algorithms.

However, for the following cameras, we have specific optimizations for obtaining the best results.


We recover video from GoPro HERO, GoPro HERO2, GoPro HERO3+, GoPro HERO4, GoPro HERO5+, GoPro HERO6, GoPro HERO7, GoPro HERO Session series

SJCAM SJ4000 series, SJCAM SJ5000 series, SJCAM M10 WIFI, SJCAM M20

LAMAX X8.1 Sirius

Contour Contour+2

Garmin VIRB Ultra 30

Drift Ghost HD


Also, we recover video from Xiaomi YI action camera

TomTom Bandit action camera

Aim SmartyCam HD

Corvette Performance Data Recorder

Insta360 Pro

Kandao Obsidian S


Car DVRs based on Novatek (DV turnkey)

Xiaomi YI CarCam, Xiaomi YI Smart Dash Camera

BlackVue DR500GW

Street Guardian

Mio MiVue 768

Vicovation

Ricoh Theta V

Street Storm


We recover video from Canon PowerShot SX270 HS, Canon PowerShot SX600 HS, PowerShot G3X, PowerShot G7X, PowerShot G7X Mark II, Canon XA25 

Canon Legria

Canon Vixia

Canon EOS 5D Mark II, EOS 5D Mark III, EOS 5D Mark IV, Canon EOS-1D X Mark II

Canon EOS 5DS, EOS 80D, EOS 7D, EOS 7D Mark II, EOS 70D, EOS 6D, EOS 760D, EOS C100 Mark II

Canon EOS 100D / EOS Rebel SL1 / EOS Kiss X7, EOS 550D / EOS Digital Rebel T2i / EOS Kiss X4 Digital, EOS 600D / EOS Digital Rebel T3i / EOS Kiss X5, EOS 650D / EOS Digital Rebel T4i / EOS Kiss X6i, EOS 800D / EOS Rebel T7i / EOS Kiss X9i


Panasonic Lumix DMC-G7, Lumix DMC-GX80, Lumix DMC-G85, Lumix DMC-GH4, Lumix DC-GH5, Lumix DMC-FZ1000, HX-WA10

Panasonic HC-WX970, HC-X1000, AG-DVX200

Panasonic AW-HE40


We recover video from SONY Alpha ILCE-7 Mark III (A7M3), Alpha ILCE-7R Mark III (A7RM3), Alpha ILCE-7S (A7S), Alpha ILCE-7S Mark II (A7SM2), Alpha ILCE-6000 (A6000), Alpha ILCE-6300 (A6300), Alpha ILCE-6500 (A6500),

SONY FDR-AX1E, FDR-AX33, FDR-AX53, HDR-CX405, HDR-CX625, HXR-NX5R, HXR-NX80

JVC GY-HM200, GC-XA1 Adixxion


Nikon D750, D3300


We also recover corrupted files from Samsung NX1000 and other DRIMeIII based camcorders

Samsung NX1/NX500 and other DRIMeV HEVC/H.265 based camcorders

Samsung Gear360 (manual fixing of 3D stitching issues on request)

Samsung Galaxy S8 and other Galaxy S devices


Android smartphones


Also, we recover video from iPhone 4, iPhone 5+, iPhone X, Filmic software, iPhone X Pro Movie Application

Nokia Lumia

DJI Mavic Pro, DJI Phantom, DJI Spark, DJI Osmo, DJI Mavic Air

Xiaomi Mi Drone

Hubsan H501SS, Hubsan H501S, Hubsan H507a

Yuneec Typhoon

iCatch, cgo3

Atomos Ninja 2


BlackMagic, vMix, AVerMedia Live Gamer Portable C875 and other hardware encoders

Lav/ffmpeg, Mainconcept, Wowza, OBS (Open Broadcaster Software), Apple ProRes and other encoders


Q3: How does a video file get damaged?

A: A dead battery while shooting a video, a bad flash card or faulty slot, camera turned off while recording, broken camera or a dropped device, damaged camera after a car crash, water damage, collision, drone crash, and other type of breakdowns lead to an interrupted recording and, as a result, to a corrupted / broken / unplayable video file. Luckily, in these cases, Restore.Media can help you to fix & repair your video.


Q4: 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. Please use this tool to download your recovered video.


Q5: From what type of mp4/mov file damage could you fix / repair my corrupted video? And how does the file recovery process look like?

A: We provide mp4 repair and mov repair by fixing broken or missing file headers. Such headers contain media data format for both video and audio, indices and other metadata. However, we assume the actual video and audio data remains 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.


Q6: How can mp4 or mov file get corrupted? 

A: Depending on the method of recording, the header of mp4/mov file might be located 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 creates and maintains indices in its memory. The indices are saved to the media at the final stage, after audio and video data is written completely. If something unexpected happens before or during this final stage, the file is left uncompleted or partially completed, containing a broken or a missing file header. In these cases, we can help you to repair your broken unplayable file.


Q7: Why do you need a reference file for the data recovery process?

A: Different cameras write media files differently, even if they have the same settings. There are variations even with the same camera but different firmware versions. We need to know the details of your particular camera even if we are familiar with this type of cameras. This is why we need a good, playable file recorded by the same camera with the same settings as the broken file has been recorded. You can either use a good file recorded right before the broken one (in case you didn't change your settings), or record a new file with the same settings as your corrupted file. A wrong reference file is the most common cause of unsuccessful file recovery. To make your data recovery process flawless, please use a correct reference file.


Q8: What size of a reference file is required to recover my corrupted file?

A: Please bear in mind that a long video file does NOT affect the quality of an automatic data recovery. The recommended size is 100 MB. This way, the uploading takes reasonable time, and 100 MB file is enough for an in-depth analysis in case a manual file recovery would be required.


Q9: I have accidentally deleted a file, then restored it with some undelete tool. Still, I cannot play it back. Can you help with a file repair in this case?

A: In most cases, such "restored" file is completely damaged and contains random data. Files on a data media (SD/flash card) are usually fragmented. After deletion, a sequence of file fragments gets lost. When one uses an undelete tool, usually only the beginning of a file is restored correctly, after that the file might contain fragments of other files, including those deleted long ago. Some undelete tools recover data using a RAW method, which means these tools scan physical sectors searching for known headers, totally ignoring the file system. This method works only when there is no fragmentation. This is the reason why you might like to format your media (SD/flash card) before recording any important event.


Usually, we can recover such file so that it would play back again. But generally it would contain lots of artifacts, fragments of other files, etc. Some cameras (e.g. GoPro 4 and up, Xiaomi, DJI and some others) write several files simultaneously, creating a huge fragmentation. For these cameras we have specific filtration algorithms. When uploading such a file, please indicate that this file has been restored after deletion.


Sometimes the result of the automatic recovery might be unsatisfying, because the file was initially damaged. We restore missing headers and indices that have been lost because the file was not properly finalized. The media data is assumed to be valid. However, if the file was "restored" after deletion and contains junk data, we cannot do much. You can try other undelete tools that might restore a sequence of file fragments more accurately. It might provide you with a better result.


Q10: A recovered GoPro 4 or Xiaomi Yi video contains artifacts every 3 seconds. Can you fix such a video?

A: Some cameras, such as GoPro 4, Xiaomi Yi, and some others, write simultaneously 2 streams - in a high resolution, and in a low resolution for preview. Both streams are recorded at the same time, thus leading to a significant file system fragmentation on the media. If mp4 file was removed and then restored with some tool for recovering deleted files, most likely it would contain chunks from that low resolution stream. The high resolution parts will be followed by low resolution chunks every 3 seconds, creating those video artifacts. Audio in this case would be most likely duplicated.

The root of the problem lies in an inaccurate recovery of the deleted files.


As a rule, we recover corrupted files that have been damaged while recording from your video camera. Fixing corrupted files that have been damaged with another video recovering tool requires a completely different approach. Sometimes, not much can be done. Unfortunately, we do not currently have a reliable way to filter out low resolution chunks and correlate audio chunks. In some cases, though, we can fix this automatically.


Please specify that "This file has been restored from the media after it has been deleted or the media has been formatted" on the Recovery Task stage, so that the automatic data recovery process considers this fact. If this does not help, please try a different "undelete" program which might restore a sequence of file pieces more accurately, thus providing you with a better file recovery result.


Q11: Who will be watching an uploaded video?

A: The video file you upload is recovered automatically. No one will be watching it, unless you explicitly ask for a manual help by creating a ticket for our engineers (you will be warned in this case). When you create a ticket (please note: in this case only), an engineer will take a look at that particular file to see what can be done to repair your corrupted video.


Q12: Once uploaded, how long will a file be stored on the Restore.Media server?

A: Please note that you can remove any file you have uploaded, or your already recovered video, at any time. Just remove the task, and all associated to that task files will be removed. You will also get a confirmation on your e-mail.

If you do not remove your file, and there is no activity related to that file, it will be removed automatically in 7 days. You will get an e-mail notification that the file is about to be removed, so you will have a chance to save your data in case required. In this case both the original broken video file and the restored video file will be removed simultaneously.

However, we store your reference files on our server for a month, in case you might need them again, to fix another unplayable file. Please note that you can remove them yourself at any time.


Q13: I have been recording a game. The file got corrupted somehow. After recovering I hear a distortion sound or two sounds. How can this file issue be fixed?

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


Q14: I do not have any reference file and I cannot record it (e.g. camera/drone/smartphone is broken). What should I do?

A: To restore / fix a broken video file that is not playable we do need a valid reference file. However, there might be a way to help you even if you do not have and cannot create one.

Please upload any mp4 file as a reference. For example, you can record a few seconds of video using your smartphone and use that as a reference file. Then create a task and upload your damaged file. Most likely, it will not be recovered automatically. This is expected since you do not have a valid reference file. Click on the "Ask for a manual recovery by an engineer" button on the Result page to ask for a help. We will do our best to find a matching reference file from our test set, or recover your damaged video file manually.


Q15: I paid for the file repair and downloaded the recovered video. After downloading, I have noticed some artifacts in my already fixed video. What do I do?

A: Please, always check the result before downloading. You can always check out screens, taken at the beginning, mid and at the end of your fixed video, as well as a full-time preview of your repaired file. If you notice any artifacts in your recovered video, please choose the “Ask for a manual recovery by an engineer” option. This way we will help you to fix the corrupted video fragments manually, and you will receive the best file recovery result possible. If there are still any questions left, please contact us at: restore.media@accesssoftek.com


Q16: My corrupted file is less in size than expected, or it has 0 bytes. Can you help?

A: We can try to recover broken files from your SD card. To do so, we need an image file of your SD card from you. To learn how to make an image file of your SD card, please contact us at restore.media@accesssoftek.com and describe your case. We will send further instructions on recovering your data via email. You might then be required to upload the image file to a cloud storage, for example Google Drive or MEGA.

Please bear in mind that the recovery of your damaged video through the image file can only take place when the SD card was removed right after the accident that caused interrupted recording (so that no data had been lost or overwritten). Please note that image file recovery is a paid service and is charged on an hourly basis.



Got a specific inquiry on data recovery? Too many files to recover? Contact us!