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Tourist
Posts: 6
Accepted Solution

Gopro Hero 5 Black is dead...

Please help me. I'm desperate. I have a Gopro Hero 5 Black. It is dead. I followed all the instrucions that I have read here, also the instructions that you find on Youtube and also the instructions that you post here as a copy/paste about disconnecting the recharger and the 10 seconds thing with the mode buttom and the SD card removal, but it is completely dead after only one year, and only 6 or 7 uses. I would like that you help me to repair my camera. I like the Gopro cameras very much, but I don't want to find out that I gave 400 dollars to Gopro for a 6 times disposable camera, because I will not spend even one more cent to buy a new one, if I cannot get this one fixed.

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GoPro
Posts: 6,097

Re: Gopro Hero 5 Black is dead...

 

Hi @romeor76465,

Since you already tried everything posted above it would be best to talk to a GoPro Customer Support.

 

They can provide more options for you. 
You can contact them via phone or chat: https://gopro.com/help/ContactUs

Hoping for the best. 

 

Best Regards,

-Jay

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Adventurer
Posts: 12,608

Re: Gopro Hero 5 Black is dead...

lets troubleshoot that is hte first thing we do sounds like you stopped troubleshooting and not sure what steps you taken so lets ask these questions, and others can offer what I missed.

 

1 Battery.  check voltage  what is it?   Can you check voltage.

 

2. charge battery you said recharge, does it show any life on the camera  when  its charging?  laptop charge, wall charge.

 

3,  after market charger  do you own one?

 

4 with no battery in camera plug in your usb cable, wait 30 seconds any red led come on lasts a quick second.. Turn on camera with Mode on only, any life t othe camera..   Try anotehr cable repeat  no 4.  repeat no. 2 

 

5. look at the connections on your battery, in your camera are they clean, straight, broken.

 

now if you said you did all this great if not report back and  start  collecting information needed for a return to gopr.  if you are under warranty wit ha receipt dated a year that is all you need to get your camera repaired by the info on here under warranty or that came with the product , you can read waht  it tells you. 1 year.  after that it's going to be a trade up.

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Tourist
Posts: 6

Re: Gopro Hero 5 Black is dead...

I have tried everything and it's simply dead. I even went to a store that sells GoPros Hero 5 Black and they kindly gave me the opportunity to use one of the original GoPro brand new batteries they sell, also an original brand new Gopro recharger they sell, and nothing happened. I followed all the steps that you described above and nothing happened. When I plug the camera to the recharger, without the battery it gets hot. Actually it did all the time since I first used it, it used to get really hot when recharging the battery and also when recording videos, but I just thought that it was a normal thing. Everything started with a problem with the touch screen, it was not working properly after 10 months of use. Then a couple of days later the touch screen had lines when the camera was on. But I plugged the camera to the recharger, I recharged the battery and the lines were gone, but the toch screen still didn't work and i just thought that I had to update the firmware. And then when I finally had time to do the firmware update, the camera was dead. My main concerns are: First: The camera is older than a year and I don't even know where the receipt is, but anyway the warranty expired????Second: A friend of mine bought the GoPro for me on Best Buy and brought it to me from the US, but I live in the Dominican Republic. Is there any authorized Technical Support office of GoPro here in the Dominican Republic or I simply lost my 400 dollars?. Please tell me what to do, I am really desperate. I want to use my camera and I cannot, it is completely useless now.
Highlighted
GoPro
Posts: 6,097

Re: Gopro Hero 5 Black is dead...

 

Hi @romeor76465,

Since you already tried everything posted above it would be best to talk to a GoPro Customer Support.

 

They can provide more options for you. 
You can contact them via phone or chat: https://gopro.com/help/ContactUs

Hoping for the best. 

 

Best Regards,

-Jay

Highlighted
Adventurer
Posts: 12,608

Re: Gopro Hero 5 Black is dead...

Agree. get to gopro do not  let things go to long   they will offer like said options.   gopro will offer you

 

a replacement camera

 

a  trade in and discount off camera

 

a discount for a new camera

 

because you are no longer under the warranty, gopro will work on a one on one case,  they have no porblem telling you that if you ask them here, they basically told you to contact the Team, to the point contact the team..

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Tourist
Posts: 6

Re: Gopro Hero 5 Black is dead...

But I am in the Dominican Republic and it is not in the countries listed at the "Contact us" directory.
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GoPro
Posts: 15,015

Re: Gopro Hero 5 Black is dead...

 

Hi @romeor76465

 

I suggest using the chat option instead. On the same link, select your country on the upper right hand side of the page. Once a case is opened, you can then communicate via email for your convenience.

 

Here is the hours of operation for Dominican Republic:

 

Sunday 7:00 AM to 4:00 PM

Monday 6:00 AM to 6:00 PM

Tuesday 6:00 AM to 6:00 PM

Wednesday 6:00 AM to 6:00 PM

Thursday 6:00 AM to 6:00 PM

Friday 6:00 AM to 6:00 PM

Saturday 7:00 AM to 4:00 PM

(GMT-07:00) Pacific Daylight Time (America/Los_Angeles)

 

 

Best Regards,

Ej

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Sightseer
Posts: 1

Re: Gopro Hero 5 Black is dead...

[ Edited ]

sorry to post this, but i also have a similar story about a gopro.

the gopro in question WAS a gopro4 that was given to me as a present by my daughter & her mom.

my daughter saved money over a year so she would buy it for me.

upon my birthday she gave it to me but since she bought it way before my birthday. of course it was dead upon arrival.

nothing worked

bought another battery

did not worked

when i got in contact where my daughter bought it bestbuy said to get in contact with YOU, and of course it was out of warranty and nothing to do.

i have become an opponent for gopro products.

but thanks to this experience i now know of other brands that work the same as gopro cameras at a fraction of the price.

sorry gopro to say but your products WILL NEVER BE FOR ME

don't get me wrong, i have had issues with other technology products but unlike gopro, they have all responded very well even replaced the product after warranty. 

this is not the case for gopro.