Sorry for late reply, we have organization changed and many people leave the group.
I will handle this issue temporary.
Let me clarify this issue.
1. You have replaced new device to this customer. What is the device, do you mean Nuvi3560 or GDR30?
2. If you only replace Nuvi3560 to the user, could you help to replace the GDR30 to check if it is an issue caused by GDR30?
3. What SW version for Nuvi3560 & GDR30?
4. For the video, is it the combination from user’s device and SD card?
5. How many users you have received complain for this issue?