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Tourist
Posts: 6

Defective #C31*** Hero 5 Black - complete hardware failure after white screen -

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Hi, 

My GoPro serial #C31*** has been acting strange the past few days.
It could show photo's on the SD but when in camera mode Icould only see a big white screen (no go pro details etc).

I was just preparing a SD card update based on the GoPro instructions and when I entered the SD Card the whole GoPro won't tun on anymore.

It didn't start up, so no update was running, I think it's dead.

What can we do for exchange it for a good new one because this is a hardware faillure?

 

Regards,

Mourad


Accepted Solutions
GoPro
Posts: 28,439

Re: Defective #C3161354651809 Hero 5 Black - complete hardware failure after white screen -

[ New ]

Hello @yvmocana

 

What SD card are you using? The brand, model and capacity will be helpful.

Issues like this are usually cleared by a manual update.

Please go over the steps on https://gopro.com/en/us/update/hero6

 

 

Let us know how it goes.
You may also reach out to our Support Team through https://gopro.com/help/ContactUs  for further assistance.
 

Thanks!

Ej

 

View solution in original post


All Replies
Tourist
Posts: 6

Re: Defective #C31*** Hero 5 Black - complete hardware failure after white screen -

[ New ]

Power on now works still screen gives the same problem

GoPro screen I

IMG_3017.jpg
Tourist
Posts: 6

Re: Defective #C3*** Hero 5 Black - complete hardware failure after white screen -

[ New ]

GoPro screen II

IMG_3016.jpg
GoPro
Posts: 28,439

Re: Defective #C3161354651809 Hero 5 Black - complete hardware failure after white screen -

[ New ]

Hello @yvmocana

 

What SD card are you using? The brand, model and capacity will be helpful.

Issues like this are usually cleared by a manual update.

Please go over the steps on https://gopro.com/en/us/update/hero6

 

 

Let us know how it goes.
You may also reach out to our Support Team through https://gopro.com/help/ContactUs  for further assistance.
 

Thanks!

Ej

 

Highlighted
Tourist
Posts: 6

Re: Defective #C*** Hero 5 Black - complete hardware failure after white screen -

[ New ]

Hi there,
I am using a SanDisk Extreme 64GB V30 card that always performed well.

The screen now comes up verry slowly with a lot of brightness, managed to do a manual upgrade 2.60 version by downloading the files on a clean SD card.
The screen now is black of or white and slowly showing some details then again stops.
The menu works and already did a factory reset etc...
Regards,

Mourad

Tourist
Posts: 6

Re: Defective #C*** Hero 5 Black - complete hardware failure after white screen -

[ New ]

The current situation after turning on and 1 minute

IMG_3030.jpg
Tourist
Posts: 6

Re: Defective #C*** Hero 5 Black - complete hardware failure after white screen -

[ New ]

Yester day I have hit the chat button of support, after one hour I hit the call me back button, still no response.
Today I tried the manual update procedure, first quick, then download the files on the card, then started my gopro with the sd card. A sign apears in the front screen 1/2 button push, then over 10 minutes of beeping gopro, no response on the buttons. 

GoPro
Posts: 28,439

Re: Defective #C***Hero 5 Black - complete hardware failure after white screen -

[ New ]

Hi @yvmocana

 

Our team is currently working through a volume of contacts, response time may be slightly longer than usual. We appreciate your understanding.

Please try reaching out to Support again.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

 

Should you encounter any issue scheduling a callback or a live chat, please ensure that you are not blocking cookies and have your pop-up blocker disabled.

 

Thanks!

Ej