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Hey all, I know this question has been asked but I have seen no resolution to the issue.
Last night we recorded the fireworks show I put on and once we went to watch we had only a blank white screen with the audio. This is frustrating.
When I go to edit button I get a " Cannot Edit Video There was an error loading video"
The video is 20:51 long. All audio is there, just a white screen.
Can anyone help me obtain the video?
There has been zero help from Apple on this issue. I sent files into them and I also sent files to a company that said they could recover the entire video. They could not help, said the file was to corrupt. Apple has done nothing. I have come to realize that they are gone for good.
There has been zero help from Apple on this issue. I sent files into them and I also sent files to a company that said they could recover the entire video. They could not help, said the file was to corrupt. Apple has done nothing. I have come to realize that they are gone for good.
Hi FreddieMoon,
Though we cannot repair corrupted files, to ensure this does not happen in future, we would recommend ensuring you have a backup of your data (How to back up your iPhone, iPad, and iPod touch), then Restore your iPhone. You can learn how to do so here: Restore your iPhone, iPad, or iPod to factory settings.
Once complete, Setup As a New Device (do not restore your backup).
If the issue is resolved, go ahead and restore your backup. You can learn how to do so here: Restore your iPhone, iPad, or iPod touch from a backup.
If the issue recurs once your backup is restored, there may be an issue with your user data, in which case we would recommend you sync your content to a service such as iCloud, then erase your device and Setup As a New Device - all synced data will return, though you will need to re-download your apps and adjust your user settings to your preference.
Thanks again.
Hi FreddieMoon,
We understand you are unable to view a video captured on your iPhone.
Can we ask, do you use iCloud Photo Library? If so, is 'Optimize iPhone Storage' enabled?
If so, try disabling it by going to: Settings > [Name] > iCloud > Photos > 'Download & Keep Originals'.
Once downloaded, try playing your video again.
Additionally, do you have sufficient free space available on your iPhone? The video may have been corrupted if your iPhone is nearly full. You can check by going to: Settings > General > iPhone Storage.
If you have plenty of free storage, and you do not have 'Optimize iPhone Storage' enabled, try importing the video to another device (via email, AirDrop, or connecting to a computer), and testing.
Hope this helps!
Thank you for using Apple Support Communities.
Cheers!
iPhone is two weeks old and has 20.9 GB of 256 GB used so far, so plenty of space.
Software Version 13.5.1
I have thus far done the following:
Tried Airdrop to wife's new iPhone 11 Pro Max - No change
Insured iCloud settings are "Download & Keep Originals" - No change.
Restarted phone per Apple instructions using the Volume up/Volume down and hold main button until the apple logo appears. No results.
I have copied the video from the phone directly to my computer. Used several different programs to try to open including a movie maker program and still nothing other than a white screen with audio.
The only thing I have not done, and I am reluctant to do so is, backup the phone and do a factory reset and then reload backup.
This video is very important and I want to do everything I can to obtain it, but I am not sure I have any options left.
I have had this same issue with two videos now. The first was about and hour and the second was 20 minutes. I have not had this problem with shorter video of only a few minutes though. I was using iOS 13.5.1 on iPhone 11 and had recently cleared out my storage and upgraded my iCloud storage to 200GB before recording this most recent 20 min video so there should be no storage issue.
I have tried the suggestions listed above which did not recover the video and I’m hesitant to repeat my work if it will once again be unusable.
Is there any update on why this issue could be happening? It seems to only happen with longer videos but there is no clear reason why considering I have plenty of storage space.
Hi FreddieMoon,
If the issue persists on a separate device, it is likely an issue with the video file itself, in which case you may be able to repair it using third party software.
Thanks again!
Iphone 11 Max Pro Video only white screen with audio of recording
