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Tourist
Posts: 5

Can't control Hero 5 Session with phone

I'm able to pair my session with my phone, the app displays my camera name and beneath that says camera found.  When I tap the "Control Your GoPro" button I get the spinning circles followed by and error message stating that the app couldn't connect.  The app says to toggle bluetooth and wifi off and on, restart the phone and gopro, and make sure that the gopro has wifi enabled. Ok, did all that and tried again.  The app fails to connect again and this time sends me to the gopro support hub where I've seen similar problems posted but no solution.

 

Troubleshooting that I've done:

On the phone I've forgot the device (bluetooth and through the app), toggled wifi and bluetooth off and on, reinstalled the gopro app, and resstarted the phone.

 

On the camera I've reset the wifi, done a factory reset, toggled wifi off and on, and connected to gopro quik to make sure the latest firmware is installed.

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GoPro
Posts: 8,327

Re: Can't control Hero 5 Session with phone

Hello @daringmesa606. Sorry to hear about the trouble. I have a few troubleshooting suggestions that will help: 

  1. Restart your mobile device. 
  2. Once your phone is back on, turn on/off the Wi-Fi and Bluetooth. 
  3. Delete the GoPro camera under the Bluetooth and Wi-Fi entries in your mobile device’s settings. 
  4. Remove your camera entry from the GoPro App's history. 
    • Android: Open GoPro App. Press and hold the image of the camera and delete the entry from your camera history. 
    • iOS: Open GoPro App. Tap the pencil icon in the top-left corner of the Camera menu page. Tap the red X icon to delete the camera entry from your app’s history. 
  5. Clear the cache for the GoPro app in your device's settings under the "Applications" section. 
  6. Kill the app and relaunch it. 
  7. On your GoPro camera, turn the Wi-Fi off and on. Then restart the camera. 
  8. Now, put the camera in pairing mode. 
  9. Open the GoPro App on your phone and tap the camera icon. The app will try to connect via Bluetooth and take you through the pairing process. Follow the on-screen instructions in the app. 
    • Note: Some phones and regions require the camera to be in a 2.4GHz Wi-Fi band, you may also try this out. 
  10. For future reconnections, just make sure that the camera’s Wi-Fi is on and you’ll be all set. 

 

Let us know how it goes.

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Tourist
Posts: 5

Re: Can't control Hero 5 Session with phone

Thanks for the fast response.

 

1 - 4: done

5: For whatever reason I couldn't find it in my apps section to clear the cache so I uninstalled and reinstalled the app

6 - 9: done (correct me if I'm wrong but the HERO5 session doesn't have the option to change wifi band)

 

The app says that it found my gopro, so I pressed connect, then I got an error message saying "we can't connect to your go pro".  I hit "try again" and get the same error message but this time it gives me the option to "retry at 2.4GHz".  At this point I retried several times and it still fails to connect.  I then hit "maybe later" instead of retrying a it goes back to the screen that shows and image of the HERO5 session and lists the cameras name and says camera found.  Hitting "Control Your GoPro" fails which brings us back to where we were in the orignal post.

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GoPro
Posts: 17,313

Re: Can't control Hero 5 Session with phone

Thanks for trying the suggested steps @daringmesa606

 

Can you help us with the following information please: Camera version, GoPro App version, phone and OS version.

Also, if you have access to another phone, would you mind testing it with the camera?

This will help isolate the issue further.

 

Regards,

Ej

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Tourist
Posts: 5

Re: Can't control Hero 5 Session with phone

Camera: V02:51
GoPro app: 6.17 (9274)
Phone: HTC Desire 12+ Android version 8.0.0

 

I forgot to mention that I did try to connect to my friends Samsung phone yesterday and got the same result.

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GoPro
Posts: 17,313

Re: Can't control Hero 5 Session with phone

Thank you for the information.

 

See if re-flashing the software will help.

Please follow the steps for a manual update on https://gopro.com/en/us/update/hero5_session

Once completed, try pairing the camera again.


If it's still the same, please reach out to our Support Team through https://gopro.com/help/ContactUs

 

Regards,

Ej
 

 

Highlighted
Tourist
Posts: 5

Re: Can't control Hero 5 Session with phone

I tried re-flashing the software as you suggested but I'm still in the same spot.  I'll contact the support team.

 

Thanks

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GoPro
Posts: 8,327

Re: Can't control Hero 5 Session with phone

We appreciate you going over the suggested troubleshooting process, @daringmesa606. Let us know if anything else comes up.