FAQ

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, 3+ and other action cameras based on Ambarella chip

GoPro 4, 5, 6, Session

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, 7D [Mark II], Rebel T4i, Rebel T7i, etc.

Canon SX, Legria, Vixia, etc.

Panasonic DMC-G7, DMC-GX80, DMC-G85, DMC-GH4, DC-GH5, HC-X1000, AW-HE40, AG-DVX200, etc.

SONY Alpha ILCE-7S (A7S) [Mark II], AX1E, NX5R, Alpha ILCE-6000 (A6000), Alpha ILCE-6300 (A6300), Alpha ILCE-6500 (A6500), HDR-CX405, HDR-CX625, FDR-AX33, 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, Xiaomi Mi 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: 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: 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 or Xiaomi Yi 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. In some cases we could recognize this and fix it automatically. Please check the "This file has been restored from the media after it has been deleted or the media has been formatted" to advice the recover procedure to consider this. If this would not help, you may want to try a different "undelete" program which may restore a sequence of pieces more accurately, that might give you a better result.


Q: Who will be watching an uploaded video?

A: The video file you uploaded gets recovered automatically. No one looks at it, unless you explicitly ask for a help by creating a ticket (you will be warned in that case).

When you create a ticket, and only if you create a ticket, we would get an engineer take a look at your particular file, and that file only, to see what could be done to restore that video.

 

Q: Once uploaded, how long a file will be stored on the restore.media?

A: First of all, you can remove any file you have uploaded, or your restored video, at any time you want. Just remove the task and all associated to that task files will be removed. The file will be removed immediately and you would get a confirmation. If you did not remove a 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 get removed, so you will have a chance to do something about it if you want to. In this case both, the original broken video file, and the restored video file would be removed at the same time. We keep reference files uploaded by you for a month, unless you remove them by yourself, in case you would need them again.


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.


Q: 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 a broken video file 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 could 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. It will most likely 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 results page to ask for a help. We will try our best to find a matching reference file from our test set, or recover your file manually.