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Tourist
Posts: 2

GoPro 6 not recognising or charging batteries and won't start up

 

Hi GoPro,

 

I've had my GoPro 6 since 22/12/2017 and I've used it a couple of times without issue the past few months. At the time I purchased 2 additional batteries for a total of 3 batteries and they all worked fine. After recently experiencing issues detailed below, I went to purchase an additional battery plus dual charger to assist with trouble shooting to no avail.

 

While preparing for the Easter long weekend I tried to charge the 4 official batteries I had using my GoPro 6 and none were charging or being recognised. I was also unable to start the camera using any batteries and it would only start up using external USB power. 

 

The specific issues I have:

  1. I can't charge my GoPro batteries using my GoPro 6, the GoPro does not appear to recognise these official batteries and there is no red illumination light that turns on. In the past the red light would show and I have charged successfully each time.
  2. I can't start up my GoPro 6 using fully charged batteries that have been charged using the standalone dual charger and they all have turned from showing orange to green showing as fully charged
  3. I can't update the firmware (automatically or manually) on my GoPro 6 as it specifies that batteries are required to be adequately charged in the unit and it will not update using external power only. 

What I am able to do:

  1. I can start the GoPro 6 using external power - it can successfully start and record video using i) wall powered USB ii) PC powered USB and iii) portable powered USB

What I have tried doing that has not worked:

  1. I've tried troubleshooting using the GoPro 6 article "GoPro Hero 6 will not turn on" at https://gopro.com/help/articles/solutions_troubleshooting/hero6-black-will-not-power-on
  2. I've tried the same Hero 5 article at https://gopro.com/help/articles/how_to/How-to-Charge-Your-HERO5-Black
  3. I've tried non-official solutions that appear to work for others, here are some variations I've tried (and many more)
    1. Removing SD card and battery > connecting power via 2A USB > installing battery > battery won't charge
    2. Removing SD card and battery > connecting power via 2A USB > installing battery > turning unit on > battery won't charge
    3. Removing SD card and battery > connecting power via 2A USB > turning unit on > installing battery > battery won't charge
    4. Removing SD card and battery > connecting power via 2A USB > turning unit on > installing battery > removing battery > installing battery > battery won't charge
    5. Removing SD card and battery > connecting power via 2A USB > turning unit on > installing battery > removing battery > turning unit off > installing battery > battery won't charge
    6. Removing SD card and battery > connecting power via 2A USB > turning unit on > installing battery > removing battery > turning unit off > installing battery > turning unit on > battery won't charge
  4. I've tried charging 4 different official batteries using the GoPro 6 > none will charge via the GoPro 6 or be recognised
  5. I've tried charging 4 different official batteries using the dual charger > all charge from orange to green light fine but none are recognised by the GoPro 6 to turn on the device without external power
  6. I've tried 3 different GoPro cables and other standard USB-C cables, all will power on the GoPro 6 externally without batteries but will not charge the batteries 
  7. I've tried USB using 2A (wall powered and portable power pack) and 1.1A (wall powered, portable power pack and PC) > all variations can power the unit fine without batteries but won't charge or start up using batteries
  8. Tried variations of the above using the SD card in and out, formatted and unformatted, using different SD cards

I've remained optimistic through trying to exhaustively test all options thinking I'm one step closer to diagnosing the issue (also thinking how bad could it be?) however as you can imagine this is a tragic customer experience after spending $1000+ AUD on my GoPro with accessories, wasted a significant amount of time and certainly wasn't a hero carrying a defective GoPro around with my wife on our recent holiday.

 

Please help?

GoPro
Posts: 7,938

Re: GoPro 6 not recognising or charging batteries and won't start up

Hello @repetune

 

I agree. This is definitely not an experience that we would like GoPro users to have. You did a very thorough test on both the camera and the batteries. From the results that you shared, it seems that there is a (physical) issue with the battery compartment on the camera - not allowing contact between it and the battery. We do not want you missing out on your next holiday. Let our Support team help. You can get in touch with them here: https://gopro.com/help/ContactUs

 

Thanks, 
Marius