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Tourist
Posts: 2

Brand new Hero 7 Silver - can't figure out how to update

I'm having trouble updating a new Hero 7 Silver.  I installed the GoPro app on my phone and also Quik for Desktop on a Windows 10 PC. 

 

I got nowhere trying to update firmware via the Android smartphone/Bluetooth/GoPro connection.  The Quik app just kept popping up an error message "We were unable to connect to the Internet.  Go to Wi-Fi settings to choose a network".  When I go to Settings on the phone, our Netgear router shows up just like it should. 

 

I think part of the problem is our super slow satellite internet. I tried several times to get the phone to start the firmware download before giving up.  

 

Started the Windows 10 PC.  Fired up Quik for Desktop.  Plugged the GoPro into a front USB port.  Nothing happened.  Turned GoPro on, and it was recognized.  Quik said there was a firmware update.  I told it to start the update.  The wheel spun for quite a while, maybe ten minutes.  Then I got an error message, something about "unable to complete the update".

 

I just went ahead and tried again.  This time a different window pops up in Quik.  It says "UPDATING... Do not turn off or disconnect your HERO7 SILVER"  There's a blue circle that appears to be stuck at 0%, and a line of text under the blue circle that says "Transferring files..."

 

It's been sitting at 0% for 15 minutes or so. 

 

Not knowing what to try next, I looked at the GoPro.  It wanted to know what language to use, so I clicked on English.  Another click or two and I got to a window that says "GOPRO APP" then it says

1) install QUIK on your phone to finish setup, and

2) Leave the camera on and follow the app instructions.

 

I'm competent with computers in general, but I'm really lost here.  I don't know if I'm supposed to do something with the GoPro itself, or the computer, or what.  Does anyone have some detailed, step-by-step instructions?

GoPro
Posts: 3,505

Re: Brand new Hero 7 Silver - can't figure out how to update

 

Hi @williamb2607,

 

Sorry for the inconvenience. 

Please try to update the camera manually instead by following the manual update steps here: https://gopro.com/help/articles/how_to/software-update-instructions-for-hero7-cameras

 

If issue persist please contact our customer support team via phone or chat: https://gopro.com/help/ContactUs

 

 

Regards,

-Jay 

 

Tourist
Posts: 2

Re: Brand new Hero 7 Silver - can't figure out how to update

Good morning!

Hi, Jay.  The directions you linked for manually updating are the exact directions I had up on our Linux PC while trying to update the GoPro with the Windows 10 PC.  Those directions are far too generic.  GoPro should post something more specific, such as "this is exactly what the camera should display at this point in the process".  For example, I had no idea what to do with the camera after getting past the initial screen or two, the ones asking for language and - dangit, I don't remember now what the second window was before it got to the screen that said 1) plug the camera in and 2) follow the prompts.

 

I do have some more info.  As described previously, the blue and gray wheels spun for 10 - 15 minutes (probably due to our lousy satellite internet as much as anything else) then I got a message from Quik saying the firmware update failed.  Try again or contact support.

 

My note-taking was insufficient at this next point.  I believe I shut down Quik and unplugged the GoPro from the PC.  Then I plugged it back in and started Quik again.  This time, as described previously, Quik came up with a different window.  A blue circle, with "0%" in the center, and some text below saying "installing firmware" or something similar.  The blue circle never moved from 0%.  15 minutes later I closed Quik and unplugged the camera.

 

That's where things got interesting.  Now the GoPro wanted me to set the date and time.  That was new.  All I'd seen before were the initial setup screens that asked for language and etc.  Set date & time, then the GoPro acted like it was ready to go to work.  I connected the GoPro to the PC again.  I fired up Quik, it saw the GoPro, I clicked on the "Camera" icon in the left-hand column, then clicked on the little "Settings" gear in the next window.  A new window popped up saying that the camera was running "Firmware version 2.00 (up to date)".

 

Please tell me what you think.  The process was not confidence inspiring at all, what with messages about failed firmware updates and blue circles that never moved off 0%, but it appears maybe the firmware installed after all??

Sightseer
Posts: 1

Re: Brand new Hero 7 Silver - can't figure out how to update

I had the same issue.  Just remove the battery saver application on your phone and the connection to the internet will work using the gopro app and the update will work.