Common Causes
If FrameCounsel refuses to import a video file or shows an error during import, here are the most common causes and solutions.
Unsupported Codec
While FrameCounsel supports most common video containers (MP4, MOV, AVI, MKV, TS, M2TS), the video codec inside the container may not be supported. To check:
- Right-click the file in Finder and select Get Info.
- Look at the codec information. Supported codecs include H.264, H.265 (HEVC), ProRes, VP9, and AV1.
- If the codec is not supported (e.g., some proprietary CCTV codecs), you will need to convert the file first.
Converting Unsupported Files
Use the free tool HandBrake (handbrake.fr) or FFmpeg to convert to a supported format:
- Recommended output: MP4 container with H.264 codec
- Important: Use "constant quality" mode rather than a fixed bitrate to preserve visual detail
- Document the conversion in your case notes for chain-of-custody purposes
Tip: When converting evidence files, keep the original file intact and import the converted copy. Note in the audit log that a conversion was performed, the tool used, and the settings applied. This maintains a defensible chain of custody.
File Corruption
If the file is partially downloaded or was corrupted during transfer:
- Check the file size against the expected size from the evidence source.
- Try opening the file in VLC or QuickTime Player. If it will not play there either, the file is likely corrupted.
- Request a new copy from the evidence source.
- If a new copy is not available, try FFmpeg with the repair flag: this can sometimes recover playable content from partially corrupted files.
File Size Limits
FrameCounsel can handle files up to 200 GB in size. If your file exceeds this limit (uncommon), split it using FFmpeg before importing. For files between 50-200 GB, ensure you have at least 2x the file size in free disk space for the import process.
Permission Issues
macOS may block access to files from certain locations:
- Files on network drives may require explicit permission grants in System Settings > Privacy & Security > Files and Folders.
- Files downloaded from the internet may have a quarantine flag. Right-click and select Open to clear it.
- External drives with non-APFS/HFS+ formatting (e.g., NTFS, exFAT) are supported for reading but may be slower.
DRM-Protected Files
FrameCounsel cannot import DRM-protected video files. This is rare with evidence footage but can occur with commercially distributed reference material.
Warning: If you repeatedly encounter import failures with evidence from a specific agency, it may be using a proprietary body camera format. Contact FrameCounsel support with a sample file (if permissible) and we can investigate adding support.