Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
%3CLINGO-SUB%20id%3D%22lingo-sub-365518%22%20slang%3D%22en-US%22%3EContacting%20support%20for%20warranty%20claim%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-365518%22%20slang%3D%22en-US%22%3EHad%20my%20Hero%207%20less%20than%2012%20months%20and%202%20months%20ago%20it%20keeps%20freezing%20and%20unless%20I%20dislodge%20the%20battery%20and%20insert%20it%20again%20the%20GoPro%20doesn%E2%80%99t%20respond.%20This%20is%20an%20issue%20underwater-%20it%E2%80%99s%20very%20frustrating%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-365518%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EHERO7%20Black%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-366907%22%20slang%3D%22en-US%22%3ERe%3A%20Contacting%20support%20for%20warranty%20claim%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-366907%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fcommunity.gopro.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F110005%22%20target%3D%22_blank%22%3E%40nonikname%3C%2FA%3E%20-%20Sorry%20you're%20having%20these%20issues.%20There%20are%20a%20couple%20of%20quick%20things%20to%20check%20that%20will%20likely%20help%20with%20your%20issues.%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EFirst%2C%20let's%20make%20sure%20that%20the%20firmware%20on%20your%20GoPro%20is%20fully%20up%20to%20date%20and%20installed%20completely.%20The%20best%20way%20to%20do%20that%20is%20to%20do%20a%20manual%20update%20on%20the%20camera.%20Instructions%20on%20how%20to%20do%20that%20are%20at%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fgopro.com%2Fen%2Fus%2Fupdate%2Fhero7-black%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fgopro.com%2Fen%2Fus%2Fupdate%2Fhero7-black%3C%2FA%3E.%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EAlso%2C%20freezing%20can%20sometimes%20be%20linked%20to%20the%20SD%20card%20you're%20using.%20If%20you%20have%20another%20card%20that%20on%20our%20list%20of%20recommended%20cards%20at%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fgopro.com%2Fhelp%2Farticles%2Fblock%2FmicroSD-Card-Considerations%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fgopro.com%2Fhelp%2Farticles%2Fblock%2FmicroSD-Card-Considerations%3C%2FA%3E%2C%20please%20try%20that%20card%20and%20see%20if%20the%20issues%20continue.%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EMore%20info%20on%20these%20steps%20can%20be%20found%20at%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fgopro.com%2Fhelp%2Farticles%2Fsolutions_troubleshooting%2FCamera-Freezes-Up%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fgopro.com%2Fhelp%2Farticles%2Fsolutions_troubleshooting%2FCamera-Freezes-Up%3C%2FA%3E.%20If%20the%20issues%20continue%20after%20going%20through%20these%20steps%2C%20our%20team%20at%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fgopro.com%2Fhelp%2FContactUs%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fgopro.com%2Fhelp%2FContactUs%3C%2FA%3E%26nbsp%3Bcan%20do%20additional%20troubleshooting%20with%20you.%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EThanks%2C%3C%2FP%3E%0A%0A%3CP%3EJeff%3C%2FP%3E%3C%2FLINGO-BODY%3E
Reply
Tourist
Posts: 2

Contacting support for warranty claim

Had my Hero 7 less than 12 months and 2 months ago it keeps freezing and unless I dislodge the battery and insert it again the GoPro doesn’t respond. This is an issue underwater- it’s very frustrating
GoPro Community Manager
Posts: 5,853

Re: Contacting support for warranty claim

@nonikname - Sorry you're having these issues. There are a couple of quick things to check that will likely help with your issues. 

 

First, let's make sure that the firmware on your GoPro is fully up to date and installed completely. The best way to do that is to do a manual update on the camera. Instructions on how to do that are at https://gopro.com/en/us/update/hero7-black.

 

Also, freezing can sometimes be linked to the SD card you're using. If you have another card that on our list of recommended cards at https://gopro.com/help/articles/block/microSD-Card-Considerations, please try that card and see if the issues continue.

 

More info on these steps can be found at https://gopro.com/help/articles/solutions_troubleshooting/Camera-Freezes-Up. If the issues continue after going through these steps, our team at https://gopro.com/help/ContactUs can do additional troubleshooting with you.

 

Thanks,

Jeff