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Tourist
Posts: 3
Accepted Solution

Black screen, freezing camera, unable to take photo/video

Hero 4 silver

 

Here is my problem: When I turn it on, the screen will work fine for about 10 seconds and then it will totally freeze and the camera will stop responding. Also, rather than displaying whatever the lens is 'seeing' it's totally black, as if the lens is covered by something (which it's not!). The little icons on the edges of the screen are still visible though. Sometimes when I do one of said options, the camera will start working but the videos will be purple tinted. I have not dropped it or damaged it to my knowledge. It stopped working one day for no apparent reason, after having been perfectly functioning the previous day.

 

Troubleshooting i have tried thus far: 

1. swapping SD cards (2 different Lexar 633x 64gb, and a samsung 64 evo). The lexar's had previously been compatible with this camera, they are all I have used with it. The lexar is listed under Go Pro's compatible cards. I have tried swapping batteries as well. 

2. manually updating. I tried this using all three SD cards, and none have been successful. upon inserting the updated SD card, then turning camera on - the go pro logo on the front screen flashes for a few seonds as it normally would upon starting up, then the front screen goes blank, the LCD screen is also black - the little icons on the edges of the screen are no longer visible although you can tell the camera is turned on because there is a slight glow from the LCD screen. I have tried removing the battery and repeating the manual update process as instructed on Go Pro's website. No success.

 

Now the camera no longer shows the little icons on either screen. both screens are blank after start up.

 

Please help!!


Accepted Solutions
GoPro
Posts: 3,924

Re: Black screen, freezing camera, unable to take photo/video

Hi @megabluff56267,

 

If you are still having trouble with that camera I would recommend reaching out to our support team directly. https://gopro.com/help/PKBContactus

 

Cheers,

Ryan

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All Replies
GoPro
Posts: 3,924

Re: Black screen, freezing camera, unable to take photo/video

Hi @megabluff56267,

 

If you are still having trouble with that camera I would recommend reaching out to our support team directly. https://gopro.com/help/PKBContactus

 

Cheers,

Ryan

Tourist
Posts: 3

Re: Black screen, freezing camera, unable to take photo/video

I have reached out to go pro support. The "24/7" chat is never available. I waited for 8 hours for a call back, no one returned my call. Called back, waited on hold for 2 hours, no one answered.
Highlighted
Adventurer
Posts: 10,207

Re: Black screen, freezing camera, unable to take photo/video

can be a hardware issue, something that gave out, and firmware wonlt correct hardware.   If you are contacting in this forum all the staff can do is direct you, nothing more, they can not repair your camera, they can not  Write you up an RMA, they can only  point.  You already been online and called,  you're going to have to get to  support and keep at it. for your RMA  good luck