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Reply
Tourist
Posts: 4

Go Pro Hero 4 Silver Freezes when I hit record

I have a go pro hero 4 silver. I haven't used it in a long time but recently got it out to try and get used to using it again. It has worked in the past with the same memory card but would occasionaly freeze. Last night when I got it out it worked for 1 recording but then would freeze everytime I hit the record button. It would show items in the playback screen but would have a "playback not available" or something similiar in the boxes for those times it froze. I did get it connected to the app and maybe that has something to do with it? I tried a manual update via other posts, tried formatting the memory card. I have ordered another memory card that is on the approved lists (the other memory card was also on the approved lists). I have tried it with wifi turned off and feel like i've done every suggestion. Any other ideas? Do I need to disconnect my camera from the app? if so how do I do that?

GoPro
Posts: 3,505

Re: Go Pro Hero 4 Silver Freezes when I hit record

Hi @karihero,

 

Please try to reset your camera first and check if you can navigate through menu without SD card card. 

After that try to insert the SD card and navigate. 

 

Try to capture photos and videos. 

 

If issue persist contact our customer support team via phone or chat. 

 

Regards,

-Jay

Tourist
Posts: 4

Re: Go Pro Hero 4 Silver Freezes when I hit record

So remove my memory card, then navigate to camera reset and reset it, then put memory card back in? Does camera need to be turned off when inserting memory card?

GoPro
Posts: 3,505

Re: Go Pro Hero 4 Silver Freezes when I hit record

Yup @karihero,

 

Try to navigate if the camera won't freeze without SD card.

 

If the camera is not freezing while navigating try to restart the camera with SD card inserted. 

Then try to record video, 

 

Regards,

-Jay 

Tourist
Posts: 4

Re: Go Pro Hero 4 Silver Freezes when I hit record

I tried your suggestions with the card I have. I took it out and was able to navigate without it and reset the camera. I put the card back in restarted and still freezing when I hit the record button. I have a new card coming tomorrow and will try it. But my card I have now is on the approved list of cards so Im not really sure what the deal is. 

GoPro
Posts: 3,505

Re: Go Pro Hero 4 Silver Freezes when I hit record

I'm not sure as well @karihero,

 

Let's try if it's SD card problem or hardware. 

 

If it will work the SD card might be damaged. 

If won't work please contact our customer support team via phone or chat. 

 

They can check other option for you. 

 

Regards,

-Jay 

Tourist
Posts: 4

Re: Go Pro Hero 4 Silver Freezes when I hit record

I tried new card and still did the same thing. I spent 35 minutes onthe phone with customer support and they had me do everything I have already done and it still is doing the same thing. The offered me $100 off a new hero 7 or 20% off an older model. What a joke. I used this camera 1 time. Will never buy go pro product again.