GoProHero9 battery [ New ]

[angrysmurf]

I purchased my GoProHero 9 from. GoPro.com
I charged it before using and when I went to turn it on, 3/4 of the screen was black, the rest distorted. I emailed, tried calling, tried requesting a callback, and contacting via Twitter. No response. It turned out to be a defective battery. How do I request a replacement?

[aenriquez · Accepted solution]

Apologies for the inconvenience this may have caused you, @angrysmurf. 

Reinstalling the firmware update of the camera can also help correct any errors with the current software installation. Using an SD card adapter, connect your microSD card to your computer and follow the Manual Update instructions specified in this article: https://community.gopro.com/t5/en/How-to-Update-GoPro-Cameras/ta-p/394229

If the issue persists after going through the suggested troubleshooting steps, our Support team will be able to assist you further in resolving this. You may reach out to them through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives.

If you run across issues connecting with our Support Team, try again after clearing cache and cookies or using a different browser. You may also explore using an incognito browser to see if it makes a difference. Also, please manually enter the details on the form; do not copy-paste the info.

Once on the page, fill out the form and you will be given an option to initiate a chat conversation or to request a callback. Be sure to put in your best contact number on the form.

Should you encounter any issue scheduling a callback or a live chat, please ensure that your browser isn't blocking cookies and the pop-up blocker should be disabled. If you run across issues, there are some suggestions provided by a Hub member in this thread that might help.

[aenriquez · Accepted solution]

Apologies for the inconvenience this may have caused you, @angrysmurf. 

Reinstalling the firmware update of the camera can also help correct any errors with the current software installation. Using an SD card adapter, connect your microSD card to your computer and follow the Manual Update instructions specified in this article: https://community.gopro.com/t5/en/How-to-Update-GoPro-Cameras/ta-p/394229

If the issue persists after going through the suggested troubleshooting steps, our Support team will be able to assist you further in resolving this. You may reach out to them through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives.

If you run across issues connecting with our Support Team, try again after clearing cache and cookies or using a different browser. You may also explore using an incognito browser to see if it makes a difference. Also, please manually enter the details on the form; do not copy-paste the info.

Once on the page, fill out the form and you will be given an option to initiate a chat conversation or to request a callback. Be sure to put in your best contact number on the form.

Should you encounter any issue scheduling a callback or a live chat, please ensure that your browser isn't blocking cookies and the pop-up blocker should be disabled. If you run across issues, there are some suggestions provided by a Hub member in this thread that might help.