repairFrequently asked questions
Files
Which files can you repair?
MP4, MOV, M4V, 3GP, MTS / M2TS, AVI, MKV, FLV, MXF, Sony RSV, Panasonic MDT, raw H.264 / H.265 and security recorder (DVR) files such as DAV. Also M4A sound recordings.
Files from which devices?
Video cameras, photo cameras, phones, drones, action cameras, dash cams and security recorders.
My file shows 0 seconds or does not open. Can it be repaired?
Often yes. This usually happens when the recording stopped suddenly: the battery died, the card was removed or the camera turned off. Upload the file; we repair it.
Why did my file break?
Most often the recording or the copy stopped halfway. See the guide Why did my file break?
The start of my file is missing or overwritten. Can it be repaired?
Often yes. Upload the file; the part that is left comes back. What was in the lost part cannot come back.
The file shows 0 bytes. Can it be repaired?
No. A 0 byte file holds no picture. But the picture may still be on the card. Bring the card to our lab.
My phone video does not play.
iPhone videos (HEVC) need an extra codec on some computers. Upload the file: we check whether it is damaged.
Sound but no picture (or the other way round).
Upload the file; we repair it. The result page shows how long the picture and the sound are.
The video stutters or shows green or grey blocks.
Some parts of the file may be damaged or missing. Upload the file; we repair it as a clean video. The result page shows how many frames are damaged.
A drone crashed, or the camera fell or got wet. The video does not open.
The recording stopped suddenly, so the file was not closed. The part recorded before the accident usually comes back. See the guide Video after a crash, a drop or water.
My video editor crashed while saving the video.
Upload the unfinished file too; we repair it.
My security camera (DVR) recording does not open.
We read DAV and similar recorder files and turn them into a video that plays.
Can the file extension be wrong?
Yes. If the real type of the file differs from its name, the result page tells you.
My sound recording (M4A) does not open.
We also repair M4A sound recordings. This often happens when a phone voice recorder stopped halfway.
Sample video
Do I need a sample video?
Most files need none. If one is needed, we tell you.
What makes a good sample video?
A video that plays, made with the same camera, the same resolution and frame rate. Straight from the camera, not converted.
Is the whole sample video sent?
No. Only the first seconds the repair needs are taken; the rest is not sent. Your broken file keeps uploading meanwhile.
Can I give the sample later?
Yes. If it is needed, the result page tells you. You do not need to upload the broken file again.
Does a video from another camera work?
Usually not. It has to be from the same camera.
What do you do with the sample video?
It helps the repair. The sample is kept in our library as a reference. It helps repair videos from the same camera. You can ask us to delete it.
Upload
How big can the file be?
Up to 32 GB per file. For bigger files, contact us.
The upload stopped.
Choose the same file again. It continues where it left off.
My internet dropped.
The upload goes on by itself when the connection is back. If it does not, click "Continue upload".
Can I close the page while uploading?
No. Keep the page open until the upload ends. After that you can close it; the repair goes on on our server.
Can I upload several files at once?
Files upload one by one. When one ends, you can choose the next. All of them are in My files.
Can I upload from my phone?
Yes. Open the site in the phone browser and choose the video.
I uploaded the same file again.
We know the file you uploaded before and open it. You do not need to upload it again.
It says "This file changed or is still being copied".
The file was chosen while it was being copied to the computer. Wait until the copy ends, then choose it again.
How many files can I upload a day?
To keep the service open for everyone, up to 20 uploads can be made a day. When you reach it, try again the next day.
Repair and result
How long does it take?
Most files take a few minutes. Large files take longer. The page shows the time passed and the time left.
Can I see the result before I download it?
Yes. You can watch short parts of the repaired video first.
The preview is low quality.
The preview is made small so that it opens fast. The file you download is in full quality.
The repaired file stutters or does not open in my player.
Click "Make a compatible copy". It opens in every player. The picture may be a little softer.
Sound and picture drift apart.
The result page shows the difference. You can choose the frame rate and try again.
The sound plays too fast or too slow.
Upload a recording that plays, made with the same device or app. We take the speed from it.
Part of the video is missing.
If part of the file is empty (filled with zeros), that part cannot come back. The page shows how much of the video came back.
Why are the last seconds missing?
When a recording is cut, the last second or two is often not written to the card. That part is not in the file.
The repair did not work. What now?
Click "Ask our expert". An engineer looks at the file by hand and tells you the result and the price.
Does my own file change?
No. We work on a copy on our server. Keep the original until you have checked the result.
My files and deleting
What is My files?
All the files you uploaded are listed there. The last one you uploaded is marked "Latest upload".
Why is My files empty on another computer?
The list is kept only in the browser you uploaded from. Keep the link of the file page and you can open it anywhere.
How long do you keep my file?
3 days (7 days if you ask for an expert review). Then it is deleted. You can delete it earlier yourself. An image sent with remote imaging is kept in our lab until your job is finished.
I deleted a file by mistake. Can I get it back?
Yes. A deleted file goes to the recycle bin. You can restore it from there until it is deleted automatically.
Can I delete my file for good right away?
Yes. Click "Delete for good" in the recycle bin.
Privacy
Who sees my video?
Nobody. The repair is automatic. Only if you click "Ask our expert", an engineer of our lab looks at that one file. See Privacy.
Is my file sent anywhere else?
No. Your file is processed only on our own server.
Our lab
Do you also recover deleted video recordings?
Yes, in our lab. We recover video recordings deleted or formatted on cameras, phones, security recorders (DVR / NVR) and professional storage (NAS, RAID, servers). This is data recovery, not a file repair: bring the card or disk to us, and do not record on it until then.
The camera wants to repair the card.
If the camera offers a repair when the card goes back in, say no; the broken file can be deleted. Copy the card first.
The card or disk cannot be read at all.
This is data recovery, not a file repair. Bring the card or disk to our lab.
I formatted the card or deleted the video.
If you use an SD card, set its write protection (WP) switch and keep it. Do not record on the card and bring it to our lab.