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So, I have been on the phone with GoPro for three days. I even bought a new $50 SD card. I updated the new software and conducted numerous trouble shooting to no avail. When the GoPro (Hero 5 Black) is tuned off and I attempt to use the shutter button to record, the camera freezes. I missed several videos on a family vacation because of this. I was told if I sent them a video doing this, my camera would be replaced. After sending them the video and doing my part, GoPro did not hold up their end and basically told me to pound sand. The camera is 16 months old. At $500 (plus accessories), that is more than $31.25 a month for a camera I barely got use out of. I am beyond disappointed. I even pay the $5 a month for the GoPro plus membership or whatever it is. For what? This is clearly a GoPro issue from research I have done online. Now I’m told to pound sand and will not replace the camera. Thanks GoPro. Way to stand by your “amazing” product.


Disappointed and Aggravated Customer
Posts: 25,055

Re: Freezing

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Hi @blueridge33122


I can see that a case has already been created in reference to the issue reported. Please continue working with our Support Team regarding this.