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Reply
Tourist
Posts: 2

Broken touchscreen

Hi I bought a new hero 5 black in December 2017 and have been using it for one month during my travels in South America. One day the touchscreen just stopped working, it was responsive to touch but the screen was black with no image. I did a manual update which seemed to update the camera but did not fix the screen. I was still able to use the camera but yesterday the touchscreen became unresponsive as well. So now I can’t change any of the settings or turn Wi-fi on so I can’t even upload the images. I would really appreciate any help.
I have contacted the GoPro team who said i probably need a new camera and advised me to send it back to Europe, it will then take up to 15 days to process it all and to send a new one, so I’ll be without a camera for over a month probably. I am very upset as it’s a brand new camera which I bought especially for my travels. Is there nothing else I can do? Or is there anyway I can avoid being without a camera for so long?
Thank you
GoPro
Posts: 8,413

Re: Broken touchscreen

 

Hi @beach62270

 

Given that a manual update has been done, the issue may already be on the hardware.

 

Since using the GoPro app will not work as the WiFi is not turned on, the only suggestion I can make is to use the voice command feature if you need to change shooting modes. If this wont be enough as far as changing the camera's settings, I will recommend contacting our Support Team to look into your warranty options. Please note that we can arrange the replacement order to be sent to an address convenient to you.

 

You may reach them via phone or chat. https://gopro.com/help/ContactUs

 

 

Regards,

EJ

Tourist
Posts: 2

Re: Broken touchscreen

Thank you for your reply. Thats really helpful.

I actually saw the screven working the other day when the sun was shining really brightly on the screen. I had locked it by accident so I’ve unlocked it now and I can change the settings. The picture is there but really faint. I tried to adjust the brightness but that didn’t work. Maybe the backlight of the screen has broken rather than the screen itself. Do you have any suggestions for trying to adjust the screen light?

Thank you
GoPro
Posts: 7,383

Re: Broken touchscreen

Hello @beach62270

 

There is no way to adjust the screen light - we can only adjust the screen brightness. You can do this by going to Preferences, then scroll down to Touch Display, then Brightness. 

 

Thanks, 
Marius