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Reply
Tourist
Posts: 3

GoPro Hero 7 Silver freezing

Hello GoPro Support Hub,
after years of using flawlessly cheap chinese action cameras i got a wonderful present for my birthday: a GoPro Hero 7 Silver. I was so happy that I didn't believed my eyes.

 

What happened:

Sadly my happiness was shutted down when I soon noticed that my camera (very often...too much often) randomly freeze:

  • while taking videos (both standard then 4k)
  • while taking pictures
  • while browsing camera album

The camera stop responding to touchscreen\button\voice and shows the last image shown on the screen before freezing. To unlock the camera, I have to force restart pressing on\off button for 10 seconds. After the camera reset and turn on again, the following messages appear:

  1. (if I was recording a video) a message indicating the video is being repared...and then that it has been correctly repared,
  2.  a message asking me to update date\time.

This keeps happening so frequently I quite stopped recording video at all. Smiley Sad


Boundary conditions:

  • I'm using a SanDisk Extreme Pro 128GB (U3/A2/V30); same issue occurs with a Samsung Evo 64GB U1.
  • Updated at the first unboxing with the GoPro app to the firmware 02.00; I've already manually updated the camera with the latest firmware (02.00) following this guide: https://gopro.com/en/us/support/hero7-silver-product-update ; but nothing changed.

 

Help me GOPRO SUPPORT HUB, you're my only hope.
CinghioPro

GoPro
Posts: 3,091

Re: GoPro Hero 7 Silver freezing

[ Edited ]

@cinghiopro, sorry to hear about the trouble. I appreciate you reaching out. The freezing issue in a camera is usually an indicator that the camera's software needs to be updated or there is potentially an issue with the microSD being used.

Typically, using a recommended SD card for your camera and manually reinstalling the firmware update resolves the issue. You may also try to do a full format on the SD card (via computer) and reset camera settings following the steps here.

If the issue persists after going through the suggested troubleshooting steps, please contact our Support team so they can assist you on the next steps. You may reach them by phone or live chat through https://gopro.com/help/ContactUs. When you do, let them know about the steps already taken for any information that they may need.

Tourist
Posts: 3

Re: GoPro Hero 7 Silver freezing

Thanks @aenriquez for the reply.

That's exactly what I though at the first glance with this GoPro Hero 7 Silver bought on Amazon: slow sd card + needs of an update , this is why I did:

  1. I bought a costly uSD card that was enlisted here (as you also pointed out in the last message) as "Y" under the "HERO7 Silver" column, namely:
    SanDisk Extreme Pro (UHS 3 / V30) A2 128GBSDSQXCY-128G-GN6MAYYY
  2. Formatted the uSD on the PC and updated the 02.00 fw on the camera via manual update.
  3. Formatted again the uSD on the PC.
  4. Resetted the camera both to settings+factory reset (following your guide in the last post).
  5. Formatted the uSD on the camera.

Unluckily the problem persist.

Any more suggestions?

 

Waiting for your answer, I thank you for your support,
CinghioPro

GoPro
Posts: 3,091

Re: GoPro Hero 7 Silver freezing

@cinghiopro, you may contact our Support team so they can assist you with the next process. You may reach them by phone or live chat through https://gopro.com/help/ContactUs. When you do, let them know about the steps already taken for any information that they may need. Thanks!

Sightseer
Posts: 2

Re: GoPro Hero 7 Silver freezing

I literally have the same exact problem. 

 

I would like to know how you eventually resolve it. 

Highlighted
Tourist
Posts: 3

Re: GoPro Hero 7 Silver freezing

Hello @epicmesa72283, have you already tried to carry out the steps performed by me in this post? Stomething changed or the problem still persist?

Sightseer
Posts: 2

Re: GoPro Hero 7 Silver freezing

@cinghiopro I followed the steps but I did not fix the issues I was having. My gopro videos (when they do record) vary wildly in recording time because the gopro mostly shuts offs during the recording and gives me the same file repairing message you explained.
GoPro
Posts: 10,302

Re: GoPro Hero 7 Silver freezing

Hello @epicmesa72283 @cinghiopro

 

If you are still experiencing the same after trying the troubleshooting steps, it will be best to reach out to our Support Team.

They are available by phone or chat through https://gopro.com/help/ContactUs

Please let them know of the steps taken so far.

 

Thanks!

Ej