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Hiker
Posts: 12

GoPro 9 Black cannot start

[ New ]

My brand new GoPro 9 Black does not want to boot up. It lights the display for a second and then shuts down.

 

I tried reseting camera using this support thread - https://community.gopro.com/t5/en/HERO8-Black-Will-Not-Power-On/ta-p/398919# - but it still does not work.

 

Here's a video on how it works now - https://youtu.be/g4JuDaJnBi8

 

Please help.

GoPro Community Manager
Posts: 7,797

Re: GoPro 9 Black cannot start

[ New ]

@hlebarov - This is likely a firmware issue. Can you try doing a manual update on the camera? Instructions for how to do this are here.

Tourist
Posts: 8

Re: GoPro 9 Black cannot start

[ New ]

Send it back like I did before your 30 days expire. This camera is the worst release they have ever had.

Hiker
Posts: 12

Re: GoPro 9 Black cannot start

[ New ]

How can I send it back and where?

 

I desperately tried to get in touch with Support today via chat/call buttons on the website - I had no chance :(

Hiker
Posts: 12

Re: GoPro 9 Black cannot start

[ New ]

@jefft I did try manual update - same result :(

GoPro
Posts: 24,297

Re: GoPro 9 Black cannot start

[ New ]

Thanks for trying @hlebarov

 

The best path forward is to reach out to Support.

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.

When filling out the form, enter the details manually to avoid captcha errors.

 

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

 

Regards,

Ej

 

 

 

Hiker
Posts: 12

Re: GoPro 9 Black cannot start

[ New ]

@aragon1006 For the whole day yesterday and this morning I see only the following message:

 

Sorry, all agents are helping other customers right now. Please try again later.

 

The is VERY VERY FRUSTRATING! I bought this camera with the promise to be the greatest, but I hardly switched it on a few times and it is dead. It's totally unacceptable for a company like GoPro to have chat-only support! At least you should have an email option.

Hiker
Posts: 12

Re: GoPro 9 Black cannot start

[ New ]

Sorry for the question, but what is the point of having a GoPro Subscription if you can reach (actually can't reach) support in business hours, while it is stated that GoPro Plus subscribers have 24/7 support?

 

I received a Call-back Case ID, but nobody called me back.

 

How can I reach support?