Software support

Software support for GPR

Support if a very important part of GoPro Recovery. It is intended that every recovery will work straight out of the box - however, theory and practice unfortunately often divide at that point. Support is free, unlimited and lifetime

Check for update

  • The first point of call will always be to check if there has been a software update, and if so download the new version. The website will have have a download link for the latest software (ie the demo). Demo and release copies are the same, except for licence code. It is not necessary to uninstall the older copy.

Report problem

  • The second point of call will be an e-mail to This should always be responded to within 24 hours. Being a world wide product one always has to allow for time zone differences.

Send image file

  • If a simple solution cannot be found, it may be necessary to send a partial, or complete chip image to CnW Recovery for development investigation.. To assist this, when a memory chip is scanned, a 'temp' 2GB image file is also saved to the hard drive (in the selected output directory). This file can be sent to CnW Recovery, and an easy way is with cloud sharing program. Cnw Recovery have had a lot of success with that is free upto 2GB in file size. The image file is created automatically in the selected output directory, and has the name 2gb_image.img

  • If the whole images needs to be sent, then CnW have an SFTP:// server, and an account can be created to allow for sending, and maybe receiving files. Any file received is treated as totally confidential.

Possible problems

  • Not all videos found

    • There can be several reasons why not all videos are found. A very useful guide to the number that may be found is by looking at the values for ftyp, moov and mdat. For each good file there should be one such value. At the same time it must be noted that there can be false positive matches for mdat, but these are less likely for ftyp and moov. If the number for ftyp is much less than expected, maybe try a scan again making sure that the 'Stop on blank' option has been turned off.

  • Fake Memory

    • Another very 'sad' reason for missing videos is of the memory chip is a fake device. This is a device (often sold cheaply on eBay) where a small chip, eg 8GB is modified to look like a large memory chip, eg 64GB. The result is that memory chip looks OK, even display a directory for the large size, but when data is written, maybe 75% of the data goes nowhere and is totally lost. Recovery of the lost data is impossible. The symptoms are that the early files can be read, but then the data is corrupted.

  • Reads very quickly

    • Although reading the memory in a few seconds would be very nice, typical reading times may be 10 mins to an hour or so. If the process for stage one is very fast, it implies that the memory size has not been determined correctly, or the chip reader not compatible with the PC. Try the following steps

    • Try a different SD memory chip
    • Try a different card reader
    • Try a different PC/Laptop (licence will be moved if required)

  • Program crashes

    • This should never happen, but just occasionally there can be issues, hardware or software.

      • First thing maybe to reset computer, and try again.
      • Try by setting the memory chip to be smaller than the actual chip
      • Note at which stage the program fails and contact Cnw Recovery
      • If the program fails early, it may be OK to just send the 2GB image file to CnW Recovery. This can be done using and send to
      • If not resolved see if you can make a complete image of the memory chip (stage 1 with the option enabled). This can then be sent to CnW Recovery to be dealt with