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Anonymous
Posts: 0

Freeze screen on GoPro Hero 6

[ New ]
My Hero6 is freezing constantly and I unwrapped it today. Just by going from one menu to another or with just switching camera modes.

Just a side note, for others that are taking out the batteries, holding in the mode button over 3 sec and then release will reset the camera.

Accepted Solutions
GoPro
Posts: 19,776

Re: Freeze screen on GoPro Hero 6

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Hello @stoutpike71523

 

If you have already gone through the recommended steps here, and the issue still persists whether it is only observed for HEVC files, it would be best to contact our Support team for further assistance. You can reach them via phone or chat here https://gopro.com/help/ContactUs

 

Thanks, 

Marius

View solution in original post


All Replies
Hiker
Posts: 19

Re: Freeze screen on GoPro Hero 6

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I had the same issue when I tested my GoPro Hero 6 yesterday.

 

I'm going to return it tomorrow (there's another issue with heavy grain).

 

 

Unbelievable...does GoPro really expect their customers to use such a faulty product and wait for an update which might or might not fix the issues?

 

How about releasing a product which just works?

Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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Strange, I've had no issues with my Hero6, including grain. Yes, if I keep the settings on default the Hero6 is brighter than my Hero5 so the grain is more noticeable, but by dropping the ISO I've found I can get a cleaner and still brighter picture/video.

As far as freezing issues, what SD card are you using? Is it new? Have you done a full format on it in the computer and then again it the camera? I'm not saying this is what's causing it, but typically with past cameras the SD card is usually the culprit.
Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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I am the same problem here after updating my new hero 6 to latest version. 

gopro_freez.jpg
Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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Use Lexar 1000x or Samsung Pro, Pro+, or Pro Select. If you use a SanDisk (which I personally don't recommend) use the Extreme Pro or at least the Extreme. Do not use SanDisk Ultra or Samsung Evo.
Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Guys, this is not a new problem by GoPro cameras. I had the problem on my GoPro 2,3 & 4 . (i didn´t got a 5 because of all problems before)

The problem is the chip (CPU) they use in the camera on so less space. It is getting to warm and then the camera freezes.

The chip don´t get any ventelation and just gets to warm.

Of course the setup, the camera in itself, the quality of the lense... is great but if you can not use it, it is not worth to buy anymore.

Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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Since I updated to the newest firmware (01.51)  my Hero 6 freezes up (black screen) on recording superview on all resolutions and frame rates.  It records fine on linear and wide modes on any resoltion and frame rate.  It must be a firmware issue. It cannot be an issue with the Memory Card as the data rate for 4K 60p wide would be much higher than 1080p 30 superwide.  I hope Go Pro will solve this soon. I really rely on the superview for my kite videos, so my brand new Hero 6 is pretty much useless now.

 

Please fix this soon Go Pro!

--

Gunnar

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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I have the same issue. Just bought it brand new aprox 1 week ago. It froze on the first day I bought it. I thought it is a firmware issue in the factory version. Did a firmware upgrade from GoPro and the problem seems to appear slightly less frequently. I used only 1080p/60fps untill now. I did not verify that it happens in wide or linear, like somebody observed on this forum.

I am using SanDisk Extreme Pro 64GB V30, according to this page:

https://gopro.com/help/articles/block/microSD-Card-Considerations

 

It is my first GoPro, waited for it for more than 2 years. It is a sad experience untill now :( 

I really hope it gets fixed quickly in the next firmware upgrade. 

 

 

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Also here freezes when switching modes, and same iso as hero 5, the hero 6 have more grainy footage.
What I’m most afraid is what if camera freezes when is on Karma drone up in the air???? I have Karma drone, afraid to use it.. :(
Tourist
Posts: 7

Re: Freeze screen on GoPro Hero 6

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I have had the Hero 6 for 3 weeks now.  From the beginning it was freezing after about 15 minutes of recording 1080P footage.  I'm using a brand new San Disk Extreme V30 128GB as recommended by GoPro.  The camera seems to get very warm and maybe it's overheating...  The only way to fix it is to pull the battery and restart the camera...  I also noticed a flash of green show up randomly on the LCD screen.  

 

Another issue is the camera says LOW BATTERY 0% eventhough I charged the battery overnight.  It does that on every battery i've tried. I turn off the camera and restart it; the battery warning dissapears and says 100%

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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I have the same issue.

With any "Superview" mode the camera freezes with black screen and no camera response. I have to remove the battery to reset it.

Have you notice any more issue?

Any solution? Is a firmware issue?

 

Thanks

 

 

Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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Just updated to firmware 1.6.  It has not solved the issue :-( It still freezes on all superview modes.

 

 

Go Pro please sort this out!

 

--

Gunnar

Nomad
Posts: 344

Re: Freeze screen on GoPro Hero 6

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I have not had this issue on any of the firmwares, and for that reason I'm not sure it's something GoPro can fix.

 

It sounds like either:

 

a) your sd card is not fast enough (I use the new sandisk extreme plus).

b) You have a defective unit

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Hi!!!

 

Finally, I had to chat with a GoPro's technical support agent and I had to send my GoPro Hero 6 to European GoPro Technical Service in Holland. They send me a new GoPro Hero 6 that, at the moment, works well in all modes.

 

Cheers

Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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I have am using SanDisk Extreme SDXC V30 cards.  They are what  GoPro recommends.  They are fast enough.

 

I am sure the unit is defective now, but I cannot afford to send the Camera to Go Pro and be wihtout the cam for more than a month.  I have video projects to do.

 

--

Gunnar

Nomad
Posts: 344

Re: Freeze screen on GoPro Hero 6

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Gunmar be a little careful with that card. If it isn't the plus or pro model then it MAY not be fast enough for some of the higher frame rates or 4k. I say this because I believe the 4k 60fps on the Hero6 shoots at around 80mbps with protune on, that means you need a card that can write at greater speeds than 80mbps. I'm fairly sure your card is limited to around 65mbps (that's write not read). This might be your problem. The extreme plus edition I have can write up to 90mbps. That doesn't explain why gopro would say that card is ok on their list though. I suggest you buy the new extreme plus, test and see if you get the issue. If you don't then you know it was your card, if you do just return it and you know it's the camera.

Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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It freezes on all superview modes.  Even non  protune 30k 1080p.  It is not the card.

 

And it worked before I updated from 1.00 to 1.51.  

 

 

 

--

Gunnar

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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The cameras send/return was very fast. In 6 days I send my broken GoPro, for free, by UPS and received the new one.

 

Cheers

Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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I live on an Island off Europe.  There is no UPS here, so I need to send it by normal post.  That will take 14 days average to get to Holland.

 

Then it will take 14 days to get here.  In between that they will take 5-14 days to check the Camera.  So maybe even 6 Weeks without the cam.

 

So the lesson to be learned: Do not buy a Go Pro product when you do not live on Mainland Europe and expect any decent solution to a warranty issue.

 

--

Gunnar

Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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SD cards do matter. Always be sure to do a FULL (not quick) format in your computer when having issues. Also, cards can go bad so always try a second card if you can.

If you're having issues format the card and run the manual update, even if you're on the latest firmware. Once completed, reset the camera under the preference menu. Remove both the battery and SD card. Hold down the power/menu button for 30 seconds. Insert the SD card followed by the battery. Connect via the app, scroll down and select, "Delete all files from SD card". Above that you'll see Date/Time. Press on it to set the date/time.

A SD card with a fast write speed is very important. The larger the storage capacity the more performance degrades and chances of errors increases. Because of this, it's best to use a 16-32GB high performance card that is new or fully formatted for testing. 64GB can also be used but is not preferred for testing. 128GB cards should be avoided if possible.

That being said, it's important to not confuse bits and Bytes. Eight bits make a Byte.
Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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Hi Daniel.

None of that works. Additionally since the update I cannot connect to the Go Pro app anymore either. Also manual update wont work anymore. The update just wont start.
Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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Just bought a Pro Plus Card with 90 MB/s write speed. Recorded once. Then on the second one it frooze and keep freezing.  It is funny.  A new card lets you record once, then it will crash every time after that.

 

It has to be a firmware issure

 

--

Gunnar 

Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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There must be an issue with the camera. I know it was working before the firmware, but I just spent a full day filming yesterday and filed two Samsung Pro+ 64GB cards and had no issues filming in various resolutions, frame rates, and FOV.
Nomad
Posts: 344

Re: Freeze screen on GoPro Hero 6

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I agree, not a firmware issue but an issue with your camera. Get it replaced.
Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Same here. Switching from video to photo mode will freeze my hero6.

But i found out if in turn the autorotate mode from auto to down. The freeze issue disappear
Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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NLGNathan

 

You are awesome dude!!!  It worked for me too!  It totally solved my Superview freezing.  Superview works even in my slow "incompatible" cards now.

 

This proves that it is a software issue.  GO PRO are you listening.  Fix this in the next Firmware!

 

At least now I do not need to send the camera in.  Many thanks for posting this solve!!

 

--

Gunnar

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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But i worry if the position sensor (gyro or accelerometer i dont know lol) maybe broken?

I want to bring it to service center tomorrow. When your problem start? After firmware update?
Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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Mine seems to be working fine.  Even with the freezing issues, the GPS and telemetry data works fine.

 

--

Gunnar

Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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My freezing probelm started after updating to Firmware 1.51

 

--

Gunnar

Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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Does the orientation setting have to be down or does up work on your camera? I ask because I keep my cameras with the orientation on UP and I don't use auto rotate. This might be why I haven't seen this issue.
Hiker
Posts: 27

Re: Freeze screen on GoPro Hero 6

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No. Only "down" works.

 

--

Gunnar

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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I just purchased my gopro a few days ago and already having the same issues. it has frozen twice on me today, and once on two other occasions. I have owned for less than a week and already having issues... to top it off, customer service is clearly overseas, and has limited hours of contact, and no email support? Highly considering returning this product and never purchasing from go pro again. Seriously not happy with my purchase at this moment.

Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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Are you using the same SD card?  What card is it (make/model/size)? Have you tried different SD cards?  Finally, are you on the latest update?  Have you tried a manual update?

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Card = sandisk extreme 64
I updated the software first thing upon opening
Don't know what a "manual update" is

Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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Manual update can be found here https://gopro.com/update/hero6
You'll need to use your computer and an SD card adapter. Choose, "Update your camera manually"

Is the SD card the same as you were having issues with the other camera? It's possible there is an issue with that particular card. Do a full (not Quick) format of the card in your computer. Download and install the manual update. Once done, go to preferences on the camera and scroll down to format. Format the card in the camera. Be sure when you format in your computer you choose exFAT.

If you still have issues, try a different card that has been formatted.
Hiker
Posts: 8

Re: Freeze screen on GoPro Hero 6

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I just have bought the new Gopro hero 6 Black 3 days ago updated to latest firmware and took it for a test Gopro is freezin in all the modes with different Brand name cards Lexar and Sundisk no difference I am furious $600.00 spend for camera dthat does not work Ill be calling gopro on Monday if there is a fix if not it is going back to the store

Tourist
Posts: 2

Re: Freeze screen on GoPro Hero 6

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What’s the preferred “specs” for the micro SD card?
Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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You want a card with a fast write speed. Most cards advertise the read speed, but this has little value for camera recording compatibility. SanDisk Extreme (Plus & Pro) v30 are recommended. 32GB - 64GB are more reliable than 128GB.

I personally use Samsung Pro and Lexar 1000X although they are not on the tested to work list.

You want to format the card in the camera regularly and occasionally do a FULL format in your computer. Do not store/delete individual files from the card. Always clear the card by performing a format in the camera before starting a shoot. Offload the media from the card when you are done.

Always keep your camera on the latest firmware update. If you have issues, preform a manual update using an adapter and your computer.
Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Also my gopro 6 hangs frequently and I’ll go back to the store and hope they will take it back because it’s a piece of sh-t
Hiker
Posts: 8

Re: Freeze screen on GoPro Hero 6

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i did all that its not my first gopro lol

 

Hiker
Posts: 8

Re: Freeze screen on GoPro Hero 6

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i have formated the sd card in the computer as well in the camera and i do that evry time i upload contend from the card full format, the content is glitchy in viewing mode once edited it seems to work ok just the problem that camera will freeze completly once in a while to the point where the battery has to be removed.  I use 34GB and 63 GB Lexar and Sundisc

Hiker
Posts: 44

Re: Freeze screen on GoPro Hero 6

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Don't forget to leave 1-star reviews on Amazon. GoPro is not addressing the issue. 

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Mine did the exact same thing and now I have no videos from my recent ski trip. I am really bummed. I can hear the sound of me skiing but the picture is frozen. I spent so much money on this camera and accesories and I would have been better off using my iPhone. Memories are gone forever. This camera has been having different issues sine I got it. Screen also blacks out and camera locks up. 

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Purchased first Hero 6 at BestBuy. The camera froze constantly and was unusable; could not even update it. Exchanged it at BestBuy. Second Hero 6 stayed unfrozen long enough to update, but froze constantly when attempting playback. Verified correct sd cards with GoPro tech support. GoPro issued and RMA and I mailed it in for a "factory tested" Hero 6. This Hero 6, my third, also freezes on playback, all buttons inoperative, must pull battery to reboot. That gets really old, especially on top of a mountain in sub-zero weather. What a POS. Life would be better having never purchased one.

Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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Can only agree with you, should never have bought my Hero 6. If buying a cheap camera this would not be surprising but for an expensive camera like Hero 6 this should not happen. They sould take back all cameras!!!

Hiker
Posts: 44

Re: Freeze screen on GoPro Hero 6

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Don't forget to leave 1-star reviews on Amazon. GoPro is not addressing the issue. 

Explorer
Posts: 13,045

Re: Freeze screen on GoPro Hero 6

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The only verified SD cards are SanDisk Extreme v30 SanDisk Extreme Plus v30 and SanDisk Exteme Pro v30. If it doesn't have v30 written on the card it is not the correct SD card.

Mine, and the cameras of many others who have posted on this site, does not have issues. So no, they shouldn't take back all cameras!!!
Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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don't agree. I have a SD extreme plus v30 and my camera hangs...
Nomad
Posts: 344

Re: Freeze screen on GoPro Hero 6

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Have a SanDisk extreme plus v30. Crashed once on the old firmware, never since. Not an issue for me.
Anonymous
Posts: 0

Re: Freeze screen on GoPro Hero 6

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I have two Sandisk Extreme v30 sd cards, as recommended by GoPro tech support, 128 GB and 64GB.  Sent them photos to verify that they were the correct chips. Both reliably brick the factory tested camera that GoPro replaced my previous two Hero 6 cameras with.