GoPro4: Blurry marks in photos - camera failed in major sight visit

[fireysurf5317]

Hello all,

I have got a GoPro Hero4 Silver, which is recently bought  and refurbished.
I bought it to record my experiences during my backpacking trip in Latin America, a dream of my life.

While the camera has performed as expected during the first weeks, both above and under water, I have noticed that starting from my visit in Machu Picchu (one of the modern wonders of the world) all photos have a blurry mark almost in the center of each one.

You can imagine my dissapointment when I realized that this was happening. The timing was so bad - especially considering that I will have the chance this sight once in lifetime. :(

However, given that we cannot go back at time - the question is what can I do to clean the lens from the inside ? Is it covered by warranty?

Thanks,
Theo

[danielr15 · Accepted solution]

That's a tremendous bummer. It's hard to tell for certain, but it looks like there is a scratch (scuff mark) on the lens. I don't believe you will be able to clean this or get it covered with warranty as it's not a manufacturer defect (the camera was taking good pictures). I know the Support Team will try to work with you, but with the current Trade Up program going on, I'm not sure they could offer you a better deal than what's already available.
If not, you can replace the lens yourself. The people at ifixit.com offer great tutorials and you can often find the part you need. If they don't have it in stock they can usually get it for you. https://www.ifixit.com/Guide/GoPro+Hero4+Silver+Lens+Replacement/50702

[jefft]

@fireysurf5317 - Can you post a sample photo and maybe a photo of the camera's lens itself? If the camera was was working well, it's possible the lens was smudged or damaged in some way, but seeing a sample photo and a shot of the camera will help us figure out if that's it or not.

Thanks,
Jeff

[fireysurf5317]

Sure.
Please find them attached.

[fireysurf5317]

[danielr15 · Accepted solution]

That's a tremendous bummer. It's hard to tell for certain, but it looks like there is a scratch (scuff mark) on the lens. I don't believe you will be able to clean this or get it covered with warranty as it's not a manufacturer defect (the camera was taking good pictures). I know the Support Team will try to work with you, but with the current Trade Up program going on, I'm not sure they could offer you a better deal than what's already available.
If not, you can replace the lens yourself. The people at ifixit.com offer great tutorials and you can often find the part you need. If they don't have it in stock they can usually get it for you. https://www.ifixit.com/Guide/GoPro+Hero4+Silver+Lens+Replacement/50702

[fireysurf5317]

Thanks for your thoughts, @danielr15! I will get in touch with the official support and maybe we can work out a solution.

[fireysurf5317]

Quick update on this one: After having talked with the customer service, the camera will be sent to get repaired.

[epicallyepic]

At least it should get fixed, I was trying quickly to see what I think is some kind of smudge on the lens, not sure I can just using my iPad.

It it could be a delamination of the lens element but more likely some type of oil residues.