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0A%3CP%3EThanks%2C%26nbsp%3B%3CBR%20%2F%3E%20Marius%3C%2FP%3E%3C%2FLINGO-BODY%3E
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Tourist
Posts: 2
Accepted Solution

GoPro support Please contact me!!! Total gp failure on one in lifetime trip

[ Edited ]

Dear GoPro. I’m writing from northern Spain on a trip from Australia that I been planning for nearly 10 years. I bought a GoPro hero 6 with the intention of documenting my trip and then record a bike ride up the Stelvio Pass in Northern Italy for a virtual bike training app company called FulGaz - you may know of them as they promote with GoPro in Australia at the pro bike race the Tour Down Under.

On the first day of my trip into the galecian mountain region my GoPro has totally malfunctioned and it is unable to charge. It doesn’t turn off or on with an external power source either. I can’t charge it and can’t use a power pack like I used to be able to. The problem started when I was charging it and unplugged it. Then I turned it on to record. When I stopped recording I couldn’t turn it off. After several attempts to turn it off I had to resort to removing the battery and insert it again. This was okay but since then it no longer charges. The red loght doesn’t come on when I plug it in. When I unplug it then the lights come on as if it thinks it’s charging when its not.

I have done a factory reset. The problem happens with and without a SIM card.

There are no retail shops in this remote location and my dream of documenting my trip is all but destroyed unless I find a solution in just less than 2 weeks I need this camera also for that ride (where I absolutely have to have an external power source). But that promise I made to FulGaz will also be dashed. It was a once in a lifetime opportunity and I am crushed! Please is there is ANYTHING you can do to help please contact me.

My email is gerardvok@******.com
My phone number is +34 *** *** 584

I arrive in Bormio Italy on July 13th and ride on the 14 and 15th. Is there any way I can replace my GoPro there before the climb up the stelvio pass?

Please help. I’m crushed that I will not be able to record this adventure in Spain but perhaps I can rescue my session in Italy with your help..

I hope for your response.

Sincerely
Gerard Van Ommen Kloeke


Accepted Solutions
GoPro
Posts: 8,289

Re: GoPro support Please contact me!!! Total gp failure on one in lifetime trip

Glad to hear back from you, @gerardvok. In that case, it would be best to get in touch with our Support team so they can assist you with the next path forward. You can call or chat with them through https://gopro.com/help/ContactUs

 

Thanks, 
Marius

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GoPro
Posts: 10,573

Re: GoPro support Please contact me!!! Total gp failure on one in lifetime trip

[ Edited ]

Hi @gerardvok

 

I am sorry for any troubles this has caused. Please follow these instructions to get the HERO6 Black to power on again:

  1. Disconnect the camera from any external power source and remove SD card. Remove and reinsert battery.
  2. Press the Mode Button to see if the camera responds (look for LED illumination, beeps, or a response from the camera’s screens).
  3. If there's no response, attempt to reset camera by pressing and holding the Mode Button for 8-10 seconds. After releasing the button, leave the camera alone for ≈5 seconds and attempt to get a response from the camera by pressing the Mode Button.
  4. If still unable to get any sign of life from camera, connect to a 5V 2A wall charger (5V 1A minimum) using the GoPro USB Type-C cable, look for red LED illumination to indicate charging. NOTE: In a pinch, you can use a computer USB port, but we do not recommend using a multi-port USB hub when trying to charge the camera.
    1. If the red illumination LED does not appear, try using a secondary USB Type-C cable. 
  5. If/when red LEDs illuminate, allow camera to remain charging for a few minutes.
  6. Remove the camera from charging source and attempt to get a response from the camera by pressing the Mode Button.
  7. If provided with a response, allow camera to turn back off, insert the SD card and wait ≈5 seconds, then attempt to record a sample video.

Should you manage to get your camera to turn on, I suggest doing a manual software update. This normally corrects any freezing issues on the camera.

Also, it it is important that you are using one of the recommended SD cards.

 

If all else fails, please get in touch with our Support Team for further assistance. They are available via phone or chat. Please take note of their opening hours listed on this link: https://gopro.com/help/ContactUs

 

Best Regards!

Ej

 

Tourist
Posts: 2

Re: GoPro support Please contact me!!! Total gp failure on one in lifetime trip

Hello Ej. Thanks for the reply. I found these exact instructions on another post but they do not apply to the problem I’m having. I can power on the GoPro however when it’s plugged in to a power source it no longer charges. I’m fact the charging light comes on only after the cable is unplugged for the camera again - so it appears to be confused.
Also when it’s plugged in the mode button has no affect. Only after unplugging it does it respond. However after unplugging it, sometimes it refuses to power down and I have to remove the battery to do so. Other times it powers down but only 10
Seconds or more after the 7 beeps.

The unit is completely broken.
GoPro
Posts: 8,289

Re: GoPro support Please contact me!!! Total gp failure on one in lifetime trip

Glad to hear back from you, @gerardvok. In that case, it would be best to get in touch with our Support team so they can assist you with the next path forward. You can call or chat with them through https://gopro.com/help/ContactUs

 

Thanks, 
Marius