02-02-2019 02:51 PM
I have a brand new GoPro Black 7.
When I connected the phone app I got a message saying that there is a firmware update available. I went ahead and trying installing it and got an error message:
So I tried a few times and I was not able to get any further, so I decided to give the Quik app a go.
I download, and install the Quik app and when I tried loggin in it got stuck on 'Authenticating'. Here is how it looks like:
After this unsuccesful try, I decided to go for the manual update. So I head over to https://gopro.com/support/product-update/register-camera to register my camera and get the files.
To my surprise the serial number field keeps showing a red border, despite never have my camera registered previously, and double-checking the numbers. When trying to submit the form I get a recaptcha, solve it, and .... nothing happens :( Try again, and same result, stuck resolving captchas.
I went over to the support page and started a live chat with an agent named 'RM B.' who firstly apologised for any inconvenience, and then asked for my serial number and the email address I'm using to download the update file.
The agent suggested changing countries to match my location, changing browsers, clearing cookies, changing operating systems, but that didn't work either.
After a while he couldn't figure out how to proceed any more, so he suggested escalating the issue with the 'higher fix team'. They will eventually reach me over email to provide further instructions or *hopefully* a download link with the firmware.
I bought a $400 camera and can't update the firmware because:
1. Mobile app doesn't work
2. Desktop app doesn't work
3. Website doesn't work
Does anyone know how to proceed?
02-03-2019 05:49 AM
Same problem for me...
More and more problems with gopro...
Also, the Quick app still doesn't work properly on Samsung devices (S6, S7, S8, S9, Note 8, Note 9 or any Samsung tablette)
But in fact, don't try anymore to update to 1.70... it seems that the situation will be worst with this firmware (heating, freezing of the camera)
Maybe gopro blocked the update to 1.70 because they know there is problems with this new firmware.... no ?
02-03-2019 02:15 PM - edited 02-03-2019 02:15 PM
Hello @swiftboost85220 and @fireymesa22358 . Sorry to hear about the trouble. There is currently an issue with updating through the GoPro App in Android devices. Our team is working on it at this time. As for the manual update, the registration link you got directs to a different camera model (for a HERO6 Black), that is why you keep getting a red box when you put in your camera's serial number. Please try the steps below:
- Go to the Update page and choose your HERO7 camera.
- Under "Other ways to update" at the base of the page, click "Update your camera manually."
- Enter your Serial Number and other requested information, click Next Step.
- Click "Download Update."
- Click "Click here to download firmware."
- Follow the steps on the screen for detailed instructions for your operating system.
Where did you get the link for the camera registration? We would like to make sure that that is updated/corrected to avoid any future issues. Feel free to post back for any other concerns that you might have.
02-03-2019 04:21 PM
Thank you for your suggestion.
I finally managed to download it by selecting the GoPro Black 7 model in the registration page. Then I was able to enter my serial number, and could get pass the captcha.
Many thanks for the guidance!