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Tourist
Posts: 3

GoPro HERO 8 cannot connect to GoPro app

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Hi,

 

I have a GoPro HERO 8 Black and I encountered an issue with the GoPro app when I tried to connect to my camera.

 

I manage to establish a connection (the app says it is connected, and there is a blue tick) between the devices, yet if I click on "Control Your GoPro" or "View Media" I get an error saying "We had trouble connecting to your GoPro".

 

This issue first occurred on 2019-12-22, I had not experienced this error before that time. It is not working since then.

 

My phone: IPhone SE, iOS: 13.3

 

The things I have tried:

- Reinstalling the GoPro App

- Switching on/off the camera

- Resetting the camera's wireless connection

- Deleting the camera from the app, and pair it again

- Changing the camera's WiFi frequency

- Removing all the details of the camera from my phone (bluetooth, WiFi network)

 

I have tried connecting with my brother's Android phone, and it was half success, I could establish a connection and control the camera, but was unable to install the update on the GoPro saying there was an issue during the installation. So there is definitely a problem.

 

gopro1.jpggopro1.jpg

 

And of course my GoPro is on, it is close by, and Wi-Fi is enabled on both devices.

 

I ran out of ideas of what the issue could be, so I would like to ask for your help.

 

Thank you very much in advance.

 

Kind regards,

Adam

GoPro
Posts: 19,976

Re: GoPro HERO 8 cannot connect to GoPro app

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Hello @fleetcrest2884. A manual firmware update on the camera will help. The steps below will guide you through the process. 

  1. Go to the Update page and choose your HERO8 camera.
  2. Under "Other ways to update" at the base of the page, click "Update your camera manually."
  3. Enter your Serial Number and other requested information, click Next Step.
  4. Click "Download Update."
  5. Click "Click here to download firmware."
  6. Follow the steps on the screen for detailed instructions for your operating system. 

Make sure that your camera battery is fully charged. It is also important to format the SD card prior to the update. Save all contents first as formatting the card will erase all its contents. 

 

After the update, perform a factory reset on the camera, then pair again following the steps you detailed in your post above. Let us know how it works out. 

Tourist
Posts: 3

Re: GoPro HERO 8 cannot connect to GoPro app

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Thank you for the reply, I have followed the steps exactly how you described it, also performed the factory reset, paired the camera with my phone again, it is no longer offering an update, but the issue remained the same, I am unable to control the GoPro, the same error message appears as in the original post.

Nomad
Posts: 7,021

Re: GoPro HERO 8 cannot connect to GoPro app

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Make sure your iPhone isn't using a secure VPN connection or VPN connection software.

Tourist
Posts: 3

Re: GoPro HERO 8 cannot connect to GoPro app

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Any updates on this issue? I'm having the same problem with my HERO8. Thanks.
Tourist
Posts: 2

Re: GoPro HERO 8 cannot connect to GoPro app

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Make sure your iPhone isn't using a secure VPN connection or VPN connection software.

Sightseer
Posts: 2

Re: GoPro HERO 8 cannot connect to GoPro app

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Hi there, I am having exactly the same issue. I bought my HERO 8 a couple of weeks ago, the initial setup and connecting to the app was fine and I was able to connect and control the camera perfectly. However since I did the most recent update on the software I haven’t been able to connect to the app. I have tried all the steps mentioned in the trouble shooting page but still no luck.
Any more tips??
Tourist
Posts: 3

Re: GoPro HERO 8 cannot connect to GoPro app

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Hi,

What eventually solved the issue for me is i turned my phone off and on again. A basic Step i forgot at the beginning.

I hope this would help you as well if you havent tried it yet.

Kind regards,
Adam
Tourist
Posts: 3

Re: GoPro HERO 8 cannot connect to GoPro app

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Restarting my phone worked as well.
Sightseer
Posts: 2

Re: GoPro HERO 8 cannot connect to GoPro app

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Restarting my phone worked for me also. Cheers everyone. 🤙
Sightseer
Posts: 1

Re: GoPro HERO 8 cannot connect to GoPro app

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RESET your phone! It took me two days to figure that out! That’s the only way it works!
Sightseer
Posts: 1

Re: GoPro HERO 8 cannot connect to GoPro app

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I had the same issue for the last 2 days and I was about to throw this gopro out the window from a plane because I was so frustrated... when I read this post I rebooted my iPhone and now it works.. Smiley Frustrated This SHOULD be in the instructions if its a known problem... Thanks for the suggestion of rebooting the phone! 

Sightseer
Posts: 1

Re: GoPro HERO 8 cannot connect to GoPro app

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добрыйдень скажите вы решили свою проблему по поводу конекта камеры с телефоном. Поскольку у меня тоже самое

Sightseer
Posts: 1

Re: GoPro HERO 8 cannot connect to GoPro app

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Hello I have the same problem too. I've tried every step but I couldn't. Could you please help me to resulve this issue.

 

Kind Regard

Abia

GoPro
Posts: 19,976

Re: GoPro HERO 8 cannot connect to GoPro app

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Hello, @abiagag. Were you able to format your SD card? Which version of the GoPro App installed on your phone? Also, which phone model are you using and which OS is it running on? What particular error message are you getting on the app? Will you be able to send us a screenshot? Thanks!

Sightseer
Posts: 1

Re: GoPro HERO 8 cannot connect to GoPro app

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Similar issue. In my case I get a message from the app than I lost the connection. Even when I think I am connected. because the connected message pops up on the GoPro,  I get a message "I can not connect to the (name of the camera) message on my app. This is a major headache over and over again trying to get this to work. I never had those types of issues with my Countour which I traded in for this GoPro Hero8 Black. I am tired of treading dissertation how to fix something should be working to begin with.  Can somebody from the tech teach tell me how to star all over again. VERY DISSAPOINTED CUSTOMER

GoPro
Posts: 19,976

Re: GoPro HERO 8 cannot connect to GoPro app

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Hello, @jponhudson. Make sure that your camera is on the latest firmware, that your phone is updated to the latest OS version, and that you have the latest version of the GoPro App installed as well. After the updates, restart your phone, clear cache (cache only, not data) on the app settings if accessible, and try pairing with the camera again. Connectivity should be working this time.

 

If the issue persists, reset Wi-Fi connection by forgetting GoPro first from the list of Wi-Fi networks on your phone settings and deleting it from the list of Bluetooth devices. Also, remove the camera from the list on the GoPro App. Reset camera to factory defaults then pair again. 

 

There are more device-specific troubleshooting steps here for you to try. Let us know how it goes.  

Sightseer
Posts: 2

Re: GoPro HERO 8 cannot connect to GoPro app

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I cant belive I just spent over $600 for this Hero8 and I cant even connect to my camera wirelessly.   What really is going on?????

Sightseer
Posts: 2

Re: GoPro HERO 8 cannot connect to GoPro app

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I should say $600 for camera and accessories.  I downloaded the updated software and everything was working fine until this morning.  Now, the app see's my camera but will not connect to it.  I expected so very much more from such an expensive piece of equipment.  EXTREMELY DISAPPOINTED CUSTOMER.  

GoPro
Posts: 14,314

Re: GoPro HERO 8 cannot connect to GoPro app

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@spunkpunk, there are some troubleshooting suggestions here -- https://community.gopro.com/t5/en/Troubleshooting-GoPro-App-Connectivity-Issues/ta-p/392964 that will help resolve the problem. If the issue persists after going through the suggested troubleshooting steps, our Support team at https://gopro.com/help/ContactUs will be able to assist you further.

Tourist
Posts: 3

Re: GoPro HERO 8 cannot connect to GoPro app

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I have an iPhone 11 and was having the same issue until I restarted my phone. It might work for you too. Good luck. 

Sightseer
Posts: 1

Re: GoPro HERO 8 cannot connect to GoPro app

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I was experiencing these connection issues and when I got to this comment about turning my phone off and back on I just about had to face palm myself.. This is the solution that ultimately fixed my problem as well after trying just about everything short of a manual update. 

 

 Thanks these posts really do help.