recorded videos turn up as a white frame and cant’t play

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Level 1

10 points

recorded videos turn up as a white frame and cant’t play

I have the new iphone 11 pro max and I just recorded several videos yesterday and two of which just show a white frame and I can’t play them. When I try to edit them an error pops up saying ‘cannot edit video - an error in loading video’

But the other videos I took just a few minutes apart in the same quality and same lenght are just fine.

I have tried to change the photos setting from ‘optimize iphone storage’ to ‘download and keep originals’ but that didn’t work.

Can anyone help me with this or are these videos just ruined?

I am trying to be patient because I have also had to wait 3 days for pictures that came out blurry to finally change and have the resolution they should. Has a anyone had that problem with the 11 pro max?

iPhone 11 Pro Max, iOS 13

Posted on Apr 1, 2020 7:49 AM

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Answer 1

raina_b22

Community Specialist

Apr 3, 2020 12:20 PM in response to ingunn27

Hi ingunn27,

Thanks for using Apple Support Communities! I see you're having an issue viewing a couple of videos that you had taken, and I'd like to do what I can to help out.

Have you restarted your iPhone since noticing this issue? If not, go ahead and do that, as a restart can resolve unusual issues.

Restart your iPhone

Are you able to view or edit now? How to edit videos on your iPhone, iPad, iPod touch, or Mac

If you're still not able to view those videos on your iPhone, did you record while set to a different quality? Record HD or 4K video with your iPhone or iPad

If you go the iCloud website, Photos, are you able to view those videos there?

Do you have any other devices using the same Apple ID with iCloud Photos enabled? If so, can you view those videos with another device?

Thanks!

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Answer 2

raina_b22

Community Specialist

Apr 4, 2020 9:11 AM in response to ingunn27

Hey ingunn27,

Thanks for the reply and additional information, we appreciate it!

It may end up being that those videos aren't able to be recovered. However, I'd recommend contacting Apple Support for the Photos app to see if they can help.

Contact Apple Support Select Music, Apps & Services > iOS apps > Photos for iOS

Take care!

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Answer 3

ingunn27 Author

Level 1

10 points

May 5, 2020 1:56 PM in response to tuomo192

Hi tuomo 192

No I never found any solution, tried everything but I ended up having to retake my material.

If you find a solution please share it.

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Answer 4

ingunn27 Author

Level 1

10 points

Apr 4, 2020 7:47 AM in response to raina_b22

Hi Becky,

thx for the response. I have tried all of these suggestions.

I hadn’t tried to check online on my icloud account but I did and these two videos don’t work there either. I will attach a photo of how they appear.

I took all the videos in 4k 60frames, it was about 13 videos and the videos before and after work fine. It is just two videos in the middle that I can only hear the audio and I get an error in loading when I try to edit them.

I have plenty of space in my phone and on my icloud so I don’t understand what happened.

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Answer 5

tuomo192

Level 1

4 points

Apr 26, 2020 12:39 AM in response to raina_b22

Hi ingunn27

Did you find solution for this? I'm having 1:1 same issue.

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recorded videos turn up as a white frame and cant’t play

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