I get a black screen or the video freezes when trying to play a video. How do I fix it?

Solving the “black screen” or "freezing" video issue. If you are trying to play a FulGaz video – either streamed or downloaded – and the video freezes at one spot or you suddenly see a screen like this…

There is a solution! The “black screen” will occur under either of the two scenarios:

1) A corrupt video download. The app can be “tricked” into thinking a download is complete, when in fact the file has not transferred completely. Don’t worry, it’s an easy fix! Simply delete the download from your Ride Management settings and start afresh. To do this, click on the Settings “cog” in the top right hand corner of the main screen to access the menu, then select Ride Management.

Scroll through your list until you find the ride you were attempting to play. Delete it, then head back to the ride page and try again. In most cases, deleting and re-downloading the file will solve the issue.

You can also delete files and access your settings from the Ride Description page.

2) File quality settings clash. Sometimes you may encounter the black screen when attempting to play an older FulGaz video shot in 720p quality, especially if your download preference is set to 1080p or 4K video quality. This problem may be accompanied by a “1080p : null” or similar message when attempting to download the ride.

To get around this, first delete the current download (see point 1 above) then temporarily change your download preference to 720p by clicking on the settings “cog” in the top right hand corner of the main screen, then scrolling down to Video Settings.

Select 720p as your preference under Video Quality. Now head back to your ride of choice and either stream or download the video.

Remember to switch the quality back to your preferred higher setting once you have finished the ride.