02-17-2019 09:18 AM - edited 02-17-2019 09:19 AM
I am like all going on Holiday and in need of the use of My GoPro Hero 7 Black, and this has failed to connect to the Win 10 & win 7, while i have one last try, with another win 10. I Have my Bill of Sale and is about Nov 2018 purchase time well under warranty. I know to send in a stripped camera insured and signature request. and call GoPro for the RMA at +1-855-635-3578 (US) and a Phillipean Customer Rep will answer.
I show exactly what I did to get my camera back to the recognition of the laptop and it leads to the Port pin failure, If i had a magnifying glass, camera and glasses the pins all look perfect staggard around. I also noticed foam for the mic lol. So this is something that can also bell electonic. I went through each and every setting, formatted, factory reset you name it. trouble shot my issue. Before I call. I makesure I work my problems out and this is where I stand not the first troubled gopro or the second..
Yep I came back not o be Negative I camee back because I gave this a rest and the rest was hearing same story over and over and over. I hope my trouble is something I simply overlooked. so lets hear some helpful thoughts
Vid and photo says it all. and gopro will say Please contact our support specialist they are there to assist. in the mean time have you tried...... take note how the plastics has sohwn wear under a cameras view Lol
02-17-2019 01:25 PM
recovered back to where the last critical update was done and still to no avail. I shall either format the Laptop or wait till another one. As the actual drivers if on gopro is available otherwise dead in the water.
02-18-2019 03:07 PM
Hello @fishycomics. Did you course your RMA through our Support team? I just watched your video and did the same thing you did (that is connect the HERO7 Black directly to a Windows 10 computer, but no cleaning of ports or cable) and the camera was recognized as a USB device as fast as it happened with the HERO6 Black on your video. What firmware version is your HERO7 Black camera on now? The camera I used is running on version 1.70. There are suggested steps-to-fix here https://gopro.com/help/articles/solutions_troubleshooting/Camera-is-not-Recognized-when-Plugged-into... that can be used as checklist as to what else could be done. Considering the steps you have performed so far though, we can isolate the issue to a faulty camera, unless you can test Step 4 further and get a different result. Let us know what you find out. Thanks!
02-19-2019 05:29 AM - edited 02-19-2019 05:34 AM
S I open the camera slide down to preference scroll down to about open in formationsorry for the audio reply as I have a few mistakes like can’t which is ca the GoPro name is 000-0000 and the serial number is C12345611984. The firmware was 1.51 I was requested by customer support to update firmware to 1.70 the firmware does not contain serial numbers as GoPro sold well over 1,000,000+ cameras the file of serial number is not in the firmware as I updated the firmware it did not reset The camera name and or serial number the GoPro internal Bios chip the firmware is corrupted I have yet to try the GoPro app to see if this works and I will tonight go pro has a case number and go pro needs 24 to 48 hours to send in to a Nother department to take the next step which can’t be An RMA I am once again re-setting my laptop back to factory reset and go pro camera hero seven black will not function connecting to any laptop I hope this problem can’t be corrected from GoPro sending firmware that will add the go pro camera name as it is the serial number of the camera in firmware Only that can be done at go pro Please tell me the step number for to get the camera working much appreciated thank you
02-21-2019 03:44 PM
Thank you for the update, Fish. I tested with a number of HERO7 Black cameras here which were manually updated to version 1.70 and checked the MISC version information and they contain the serial number information. We did another manual update (the text document does not contain information other than "CAMERA:1" but the MISC folder has the correct camera information including the serial number after update. The same camera was automatically recognized by both Quik for desktop (version 18.104.22.1685) and the computer (Windows 10). May we get the case number that you were given? We would like to see if there was a ticket created to directly reach out to the team in charge. Thanks!