Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
Reply
Hiker
Posts: 27

GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
I have been having several problems with mine. I’m on the latest software of v2.01,

my GoPro just stops recording without me having any input to stop it,

when reviewing my recorded media on the GoPro app on my iPhone, the date is a day ahead, when the date and time is correct on the GoPro.

On recordings there are sometimes hilight tags in videos when I haven’t prompted them to be applied.

Just now when my GoPro has been left on the side, but turned on. It had twice itself just changed mode. (Went from video mode to photo mode, I set it back to video, then later on again I heard it beep again and saw the mode had gone to photo again)

Has anyone else had these issues and if so, how were they resolved? I don’t expect this from a piece of equipment that is so expensive!!! The camera is almost unuseable if it is to be this unreliable with stopping recording unannounced and the camera just doing random things as it pleases
GoPro
Posts: 6,097

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

 

Hi @peterkilleen,

 

May I know how do you set the camera?

How do you start recording? 

 

Do you turn it on first then set the mode and take photo or record? 

Or do you just press the shutter button (Quick Capture)?

 

 

Please let us know. 

 

You may try to reset the camera to factory settings to check.

 

 

Regards,

-Jay 

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
Hi @jayr3438,

First of all thanks for getting back to me so quick.

The camera has been currently set up in 720p wide @60fps. I start the video via quick capture. I do have voice commands on (however with wake up off - as I did have times in the past the GoPro would turn on when I didn’t say ‘GoPro turn on’). This is leading me to think that the GoPro is reacting incorrectly to sounds? I have now turned off voice commands and left the GoPro recording, so we shall see how that goes.

Would you recommend a factory reset, or downloading the latest Firmware (although it is on the latest firmware) to the SD card and reflashing this to the GoPro? I have seen a lot online saying it’s better to download the firmware to the SD card than to update via the app.

To give you some further insight, upon viewing the latest recordings in the GoPro app, connected to the GoPro via WiFi and viewing the media. I see several videos at 11:18, but I guess this is just how the GoPro memory allocates at 720p Wide?

But out of 3 videos, once plugged in and twice running off battery. There was one video which stopped recording after around 36 minutes, the next off battery was 58 minutes (not sure when the battery depleted, but given my next comment, can’t be within that time), third time off battery it ran for 1 hour 1 Minute before it stopped recording itself. This was on battery, at full capacity and when it stopped it was at 50%.

Any further insight would be much appreciated. As I want this thing working as it should do!

Thanks.

Peter :)
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
I have a further update after some further testing. I still believe there is an issue with the GoPro...

So I disabled ‘voice commands’ as I thought maybe the camera was doing strange things from particular sounds.

After doing so I left the GoPro plugged in and recording as per above. The GoPro recorded for 3 hours and 52 minutes before stopping by itself (it had around 5 hours of record time available). Within this recording a hilight was made with no human input. The camera after being put on record again recorded for around 1 hour, but by this point my 256GB SD card was Full so stopped recording. During these events I was at work and my girlfriend had come and gone out of home, she said she did unplug the GoPro at one point to use the toaster, but then immediately plugged the gopro back in. This event didn’t cause the GoPro to stop, however she said she noticed it had just stopped recording a while after (not known when - this was during the 3 hour 52 min recording)

I have since deleted all these test videos and again left the GoPro recording whilst plugged in. And it has recorded all night without stopping itself. It had ran for 7 hours and 2 minutes, which was the maximum amount of remaining recording time available so therefore ran without stopping itself. It also recorded no hilights!

Tomorrow I will test again myself with it just on battery power.

However given the information I’ve provided to date. Can someone please advise of a remedy, be that either a factory reset, a firmware update or if it looks like it needs to be replaced with a new one? (It’s under warranty).

Seems very strange all the goings on.

Thanks guys. Look forward to reading some insight.

Peter
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
Another update... immediately after posting this comment, which was when the 7 hour 2 min recording had finished and I went in and deleted that recording. I turned the GoPro off and unplugged the charger from the wall socket and walking to the bedroom with the GoPro, not touching any buttons, the GoPro just switched itself on and started recording. I was talking but said no such commands and anyway voice commands have been deactivated... any ideas?! This is really frustrating me now!!!
GoPro
Posts: 6,097

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

 

Hi @peterkilleen,

 

Sorry about that. 

Please contact our customer support team. 

They can help you with that. https://gopro.com/help/ContactUs

 

Just prepare your serial number and proof of purchase. 

 

 

Regards,

-Jay 

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
Hi @jayr3438,

Just wanted to give you a further update. After all of the above, today I tried the GoPro again on battery just to see what happened, the GoPro worked flawlessly and recorded for 2 hours before I assume the battery depleted. 2 hours seems like how long it would be by the time the battery depleted - because as per above when I was seeing strange behaviour, a 1 hour recording where the gopro stopped itself, it used 50% battery.

After this, I recharged the go pro to 100% again and decided to activate voice commands again. With this I turned the GoPro on with the side button and used the following commands:

- GoPro start recording (worked correctly)
- GoPro stop recording (worked correctly)
- GoPro take Photo (worked correctly)
- GoPro start recording (worked correctly)

I then again left it recording. This time it recorded for 2 hours 7 minutes and I assume the battery depleted in this time again. So it seems I’m getting home normal behaviour again for some reason. Only think with this last one was, that in about 4 of the 11:18 memory segregated clips of the 2 hour 7 min recording, there is 1 single hilight in each, again I don’t know what has caused these to be generated? Is there any other ways to add these whilst recording other than pressing the mode button (side button) or saying the voice command ‘that was sick’? None of these things were done btw.

I guess because of the latter comments here, it is still recommended to do a manual update of the firmware as Customer Services have advised me?

Let me know your thoughts.

Thanks.

Peter
Hiker
Posts: 112

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

I had similar issues with my H6 (and lot’s of other issues, too). I did all the suggested fixes but they never cured the problems. I strongly suggest you to contact the Gopro support. They’ll replace your camera with the new one. I returned mine and bought H7 instead. No (major) problems since then.

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
Hi @tuquoque,

Thanks for the information, and sorry to hear you also had major issues with your H6. Very frustrating taking in mind the cost of these things eh?

I did contact GoPro support and they’ve recommended doing a manual update. I guess I’ll have to do that first before they would consider replacing the camera under warranty? But when you say they’ll replace my camera with the new one. You mean they’ll straight swap my H6 with an H7 or just send me a new H6?

Glad to hear your H7 is behaving. I hope it remains that way for you. I do believe these are more software issues than hardware though. The camera is great, but these issues let the company image of ‘quality camera’ down a lot!

Cheers,
Peter
Highlighted
Hiker
Posts: 112

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
Actually I was lucky having a H6 from a bad stock. My trusty retailer agreed to take my H6 back even there was no return time left. I bought H7 instead. Gopro was ready to replace my H6 with the same model, I believe that's their policy. Just contact the support and they'll help you.
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

Ok, so as per GoPro support team, I did the manual update on my GoPro H6 BLACK. I have done my first test run with it, having the camera record from full battery until depleted. Voice commands were active. The gropro did a full recording at 720p for 2 hours and 2 minutes when the battery ran out. Upon changing out the battery and reviewing the footage all seemed well with no hilights randomly added. 

 

However what I still noticed was that the recording is shown as Wednesday 24th October. Recording was done between 7:30 - 9:32pm on Tuesday 23rd October and upon reviewing the date and time settings on the actual camera. The date and time is correct. See attached image for info. Another strange thing is the memory allocation. Not sure if this is normal as previously it would show blocks 11:18 as that seemed to be the maximum recording time for the video setting. As per the image, there is a load of 11:18, but then there is some 12:07 lengths. Is this normal?

 

any feedback would be good.

 

I’m happy the camera has run consistently with no major issues. But just these little things like the incorrect date shown is pretty annoying.

 

cheers,

Peter

D1F9B90E-BC31-4E37-8C95-3635D40D2E6A.png
Explorer
Posts: 13,055

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
Not sure about the Date/Time issue (I usually sync to the app and it generally seems fine, but honestly I don't pay a whole lot of attention to it).

The chaptering "Blocks" is based on size of the file, not time. It just happens to be that mostly this is met around the 11 minute mark. A few files exceeding this (especially at the lower 720p resolution) is normal.
Explorer
Posts: 13,055

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
BTW, to sync the camera date/time with your phone's date/time, connect to the GoPro app, go to settings, and then tap the date/time. A check mark should appear letting you know that they have been synced.
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

Thanks @danielr15,

 

the date and time is correct on the camera when I go to Preferences> ‘Time’ and ‘Date’, so I shouldn’t need to sync it as it’s already correct?

 

i just spoke with GoPro support and they were about to replace my camera with a replacement HERO 6 BLACK, I did state that as I’ve seen many issues stated in these forums particularly with the H6 BLACK and that the H7 BLACK is found to not have these issues, would they replace my current camera with an H7 and they said they are not able to.

 

furthermore I was expected to pay for the postage cost of sending my camera back for an RMA. So I have now turned them down and will look to return the camera to the retailer that I bought it, ask for a refund and then purchase an H7 BLACK.

 

i thought this is more of a software issue, but it seems the GoPro support team are more about just replacing cameras than looking to fault find and identify flaws which could well be software bugs

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

@danielr15

 

i just did a series of tests, by adjusting the time on the camera under Preferences:

 

it seems when the time is set between 12am - 12:59pm the date is correct within the GoPro app and in the info for that particular recording. For times 1pm - 11:59pm it shows the day + 1 ie the next day... has anyone else seen this? Just trying to workout why the GoPro is + 11 hours to the specified time to add the date?

 

thanks,

peter

Explorer
Posts: 13,055

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
GoPro has always done straight exchanges for camera issues. My understanding is they would rather have the camera in house for testing and possibly fixing than trying to patch remotely with customer participation. The cameras that they are able to identify the issue and fix are then sold at a discount in the refurbished section of the store https://shop.gopro.com/refurbished

It's easier, and usually more desirable to the customer, to ship out a new, and known to be working, camera than to make the customer wait for diagnosis test and repair.

As far as the HERO6 Black dependability, MOST cameras work just fine. I have two and both give me no issues (on the latest firmware, manually updated, and with a recommended SD card). The HERO6 Black did have some issues initially, but the firmware updates corrected them for the majority of people. It's easy to come to a forum and think that there are rampant issues with a device. Keep in mind, most people do not come to a support forum unless they have a perceived issue. Considering the number of cameras sold, there are actually very few reported issues, with most being made on earlier firmware.

As far as comparing the HERO6 to HERO7 Black, I have and use both so before you do your return and purchase (which will be an upgrade), here is a bit of a comparison for you:

The HERO7 Black is a fine camera (I have three) and is an improvement on the HERO6, however, they are pretty close in performance in most areas.

The HERO7 Black has better stabilization, but the HERO6 is very, very, good.

The audio is better on the HERO7 Black, but if you boost the dB in an editor the HERO6 is pretty good.

The HERO6 has better battery life but the HERO7 Black is using an overclocked processor with twice the RAM, so it's to be expected.

The HERO7 Black has hypersmooth stabilization, even at 4K/60, but because of the extra processing is more prone to overheating at high resolutions and frame rates.

Both cameras have very good dynamic range but the HERO6 is a little better in low light.

HERO7 has time lapse, night lapse, and TimeWarp, which is awesome, HERO6 only has time lapse, time lapse video, and night lapse.

HERO7 Black has portrait video/photos. You can do this with the HERO6 but you need to rotate the video/photo in an editor.

Both have ISO100 max with auto shutter and auto burst mode (which rocks).

HERO7 Black has integrated Facebook Live and RTMP live stream connection capability. You can live stream with HERO6 but it's much more difficult to set up and you are way more limited.

HERO7 does a better job of detecting scene and motion for switching between HDR and tonal mapping. HERO6 either auto turns off HDR when there is motion or can create ghosting effect if it doesn't catch the movement in time. When the subject and camera are not moving, both do a great job at HDR photo.

HERO7 Black stabilization is amazing, but the HERO6 does a better job in low light and night. HERO7 Black can result in blurry video with stabilization in low light unless the ISO is high (creating more noise/grain) while the HERO6 either reduces the stabilization or automatically turns it off to avoid the blurring effect. In most cases, the HERO6 outperforms the HERO7 in low light.
Explorer
Posts: 13,055

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

@peterkilleen

As far as time, I really don't pay much attention to this so I don't have any advice or insight for you. Hopefully someone else can chime in with an explanation.

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

@danielr15

 

Do you have a HERO 6 BLACK also? If so, can you do a test with your camera by shooting a short video or taking a photo and then viewing this in my media on the gopro app and see what date is recorded. In the evening would be better to assure it shows the next day should your camera do the same....

 

I'm not sure of where you are in the world you see :)

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

Thanks for the insight and comparisons @danielr15. It seems you're really into your GoPros. I could only ever imagine having 1 baring in mind  the cost. I bought mine for my recent snowboard trip and got some good footage, only 5 min clips at a time, its only upon using the camera recently that I had all these strange issues... now only thing I'm seeing is this time offset issue. Need to do further testing to ensure the recording issues I was having mentioned at the start of this post are still there.

 

to me it appears to be more of software issues, but i have done the manual update and on V2.01 and as you said, most issues have been fixed via software updates.

 

I have a trip to Ayers Rock next week and so really wanted the camera working optimally then, I shall use that time to really test it out and see if any more issues persist. Just pretty disappointed that GoPro don't offer a free post return label for Australia. :(

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

Guys, just thought I'd add... This is the micro SD card I am using. Is this a good acceptable one? It has done several recordings perfectly fine so I can't imagine any issues with it. I did see a post somewhere else where someone stated this one worked without any issues...

 

I see it got a YES for compatability with the HERO 7 BLACK, but I don't see it listed for the older cameras.

 

Let me know your thoughts :)

Capture.JPG
Explorer
Posts: 13,055

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
It "should" be fine, but your camera is only rated for up to 128GB.

Have fun on your trip!
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

@danielr15

 

Where have you got the information from that the HERO 6 BLACK is only rated to 128GB? When I purchased the camera i read that it accepts up to 256GB, this is why I went as big as it said I could to save as much footage as possible on one card.

 

i attach a screenshot of the manual which also states the same. But would be good to know where you have acquired the info regarding 128GB.

 

thanks,

Peter

2E2286E7-88CB-4995-AB66-F0E4C47A2D9D.png
Explorer
Posts: 13,055

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
My bad, I was looking at HERO5 manual. I had it pulled up to reference for another post.
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

@danielr15

 

no worries. So does that mean my microSD card is compatible with the camera? I find it strange that only certain models are recommended, even when others have high enough specs. Have GoPro determined why this is?

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
 
Explorer
Posts: 13,055

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]
The list is just cards that have been extensively tested by GoPro. It's not the end all be all list. However, by using a card on the list, you have a reduced chance of SD card error/issues. That being said, SD cards, even when on the recommended list, can also have manufacturing issues. No two cards are exactly alike. Before using a card on an important shoot, it's best to test it out with various settings and fill the storage completely. Once done, format the card in the camera. Periodically, do a FULL format in your computer followed by another format in the camera.
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

Another Test Update:

 

interesting things happened today. I left the GoPro plugged in and recording all today, it recorded without interruption for 9 hours and 12 minutes straight... but of course, not without problems!!! 16 hilights were randomly added without human input, also towards the end of the recording and when I got home and looked at the camera screen, i saw it showing no image just a dull flickering white, and upon stopping the recording and viewing it on my phone, the last image thumbnail clip you see, it went to this white flickering about 5 minutes into that clip. Not sure what caused this to happen? The sound still recorded fine, but the image has completely gone from this point on!

 

This recording once again was done from Thursday 25th October from about 7:30am to 4:30pm. It can be seen some of the recording shows as Thursday 25th and some as Friday 26th. This change over will have occurred at 1pm as the camera seems to offer the time by 11 hours in front.

 

another thing I’ve now noticed after the manual update. Before this recording 720p, It would record sections at 11:18, now these are at least 5 minutes more. Or could this be maybe because I’ve gone from NTSC to PAL, which reduces from 60 fps to 50 fps and hence less data per second?

 

anyway take a look at the image below and let me know your thoughts on what is going on, I thought the manual update was supposed to improve things. The camera now seems worse!

 

thanks,

Peter

8EE9CE0B-EB59-410A-B67B-A4D8BE728C5D.png
Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

Further update on this timing offset issue... seems to just be a GoPro app issue (I’m on iPhone) - as when I put the SD card in my PC, the creation date and time of all files are correct.

 

maybe someone can get the software team to look into how the GoPro app is interpreting recorded times. With me being in a GMT + 11 time zone, it seems consistent with my 11 hour offset, so even though the camera time is local time, when viewing on the app, it is interpreting the time as GMT time!

GoPro
Posts: 20,502

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

Thank you for the sharing results of your test, @peterkilleen. We have forwarded the information you shared to the team for a closer look. We will keep you posted. Best regards!

Hiker
Posts: 27

Re: GoPro HERO 6 Black - MULTIPLE ISSUES

[ New ]

In the end, I took my GoPro HERO 6 Black back to where I bought it and they allowed me to exchange for a HERO 7 BLACK and I just paid the difference of A$60. Hopefully the 7 BLACK works better. I have read that my memory card is also listed as a recommended one on the GoPro website for the HERO 7 Black. Not that I think the memory card was the issue with my HERO 6 Black.