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Sightseer
Posts: 1

Can't connect Hero 3+ Black to App or Remote or update

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Can't connec to remote or App on phone, doesnt see device

Tried to see if I needed to update firmware, can see Hero in desktop up, but cant upgrade.

Tried via website https://gopro.com/en/us/support/product-update/register-camera but will not take the serial number.

 

Stuck, can't use all all.

 

GoPro
Posts: 12,643

Re: Can't connect Hero 3+ Black to App or Remote or update

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Hello @megasurf6330. Using an SD card adapter, connect your microSD card to your computer and follow the Manual Update instructions specified in this article: https://community.gopro.com/t5/en/How-to-Update-GoPro-Cameras/ta-p/394229

 

As for the serial number, make sure to enter the letters in upper case and do not add a space.

Let us know how it goes.

Sightseer
Posts: 5

Re: Can't connect Hero 3+ Black to App or Remote or update

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I peformed the manual update and now my camera wifi doesn't work. I can't connect with the App or remote. The blue wifi status light just flashes quickly but no wifi signal shows when I search on the PC.

GoPro
Posts: 12,643

Re: Can't connect Hero 3+ Black to App or Remote or update

[ New ]

Hello @djsiii. Have you tried resetting your GoPro camera's Wi-Fi settings? Reset your camera’s Wi-Fi settings following the instructions here: https://community.gopro.com/t5/en/Reset-Wi-Fi-Name-and-Password/ta-p/394276 

Sightseer
Posts: 5

Re: Can't connect Hero 3+ Black to App or Remote or update

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Hi aenriquez, Yes I have tried to use the manual update to reset the wifi but the wifi update fails and I continue to get the quickly flashing blue status light. I've tried different SD cards, removed the battery, and reinstallation of the firmware update. My wifi will not reset which makes the remote and GoPro App usless for this device.

GoPro
Posts: 12,643

Re: Can't connect Hero 3+ Black to App or Remote or update

[ New ]

@djsiii, please contact our Support Team so we can assist you further in resolving this. You may reach out to them through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives.

Sightseer
Posts: 5

Re: Can't connect Hero 3+ Black to App or Remote or update

[ New ]

I've already been in contact (case number 08002231). I am awaitng a response to my last reply. I was offered a coupon for a hero 8, but I already purchased one of these.

Something of note, when I attempt a wifi only update on my hero 3+ the update does not occur. The files generated by the website don't seem to execute on my camera.

GoPro
Posts: 12,643

Re: Can't connect Hero 3+ Black to App or Remote or update

[ New ]

@djsiii, if in case the camera won’t initiate the update, it can be because the camera is not recognizing the update on the SD card. We do have some suggestions here that should help get the update working: 

  • Make sure the UPDATE folder is unzipped/extracted, before placing it on the SD card. If the folder is compressed, the camera will not be able to read it; 

  • Ensure the UPDATE folder does not have any additional characters in the folder title, i.e. "UPDATE (1)". The camera will only recognize a folder titled "UPDATE", in upper case letters with no additional characters; 

  • Format the SD card before placing the update folder/files onto the root of the card (format on your computer, or DELETE ALL files in the camera's Delete menu); 

    • NOTE: Reformatting the SD card will delete all data off of the card, so be sure that you save any videos or pictures you want to keep on your computer before reformatting the SD card. 

  • Be sure to place the individual files within the UPDATE folder on the root level of the SD card.  

 

Once you have the necessary file(s) placed on the SD card, unplug it from the computer and insert the microSD card into your camera. Once it's plugged in, power on the camera. The update should automatically initiate.