GoPro Hero7 Black turning off with battery life and not turning back on

[boldbeach02522]

I bought the GoPro Hero 7 Black and San Disk Extreme 64gb card from the GoPro website and received it on the 29th October. I have used it about 5/6 times since then and twice my camera has completely turned off when there it still has battery life, one of these times the camera had 40% battery. My camera then won’t turn back on or restart until I’ve plugged it in to charge. I’ve spoken to someone in customer services who really didn’t seem to understand my issue as he said that my camera might need updating, but there is no update showing on the app. Is this issue happening to anyone else or can anyone help me with how to resolve this?

[robindean]

quik does not always show updates

You should be running 1.5.1 firmware (under about camera in settings)

doing a full reset of camera might help.

[mariustanya]

Hello @boldbeach02522, 

Sorry to hear about the trouble. It would be best to perform a manual update on the camera. Please see below for instructions:

1. Go to the Update page and choose your HERO7 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 the camera is charged to at least 50%, and the the SD card is formatted prior to the update process. Let us know how it works out. 

Thanks, 
Marius