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Tourist
Posts: 9

Gopro hero 7 black and smart remote and app issue

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Hi i been using my gopro hero 7 black since release day. So first yes the gopro has been updated manually twice i have a macbook pro and been updating firmware on my gopros manually i never update them via app. Now for my issue. So i have an lg v20 (android) when i connect the gopro to the app it works good but after a few minutes the app says the gopro was disconnected or lost connection so i close and the reopen the app and connects again but happens often.....app issue or gopro? Well then i have a smart remote i bought 6 months ago that was using with my hero 5 black never had issues. Now that i have the gopro 7 black i connect the gopro works all good for hour or so then looses connection and all the smart remote does is search and search with out connecting. And sometimes not all the time the smart remote freezes. But my issue is the app and smart remote keep loosing connection with the gopro. I tried resetting wifi connections reconnect ect. And already updated the firmware twice on the gopro manually. Yes app in the latest too. Any help will be appriciated.... Thank you
GoPro
Posts: 6,097

Re: Gopro hero 7 black and smart remote and app issue

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Hello @loyalridge6710

 

Thank you for sharing results of your test. We will replicate the issue on our end and keep you posted.

 

You may also contact our customer support team for more details and they might have a solution for this. 

https://gopro.com/help/ContactUs

 

Regards,

-Jay

 

Explorer
Posts: 13,046

Re: Gopro hero 7 black and smart remote and app issue

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Make sure your phone settings are not set to allow for wi-fi calling. If this feature is enabled, the phone will disconnect from the camera wi-fi since internet is not available through the camera.
Tourist
Posts: 9

Re: Gopro hero 7 black and smart remote and app issue

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Thank you for your replies. I dont have wifi calling enabled at all. I know the issue can be resolved maybe on the app but the smart remote is where im more concerned since i cannot installed a new smart remote firmware or update. Thank you all again.
Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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I have the exact same problem with an LG V20. I get 10-15 minutes at most before it disconnects.
Backpacker
Posts: 1,107

Re: Gopro hero 7 black and smart remote and app issue

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hi all,

 

GoPro app.

on Android (Samsung S8) I have had the same issue.

 

If I rememeber exactly, Android is not capable to manage GoPro WiFi in the same time with an mobile data Internet access

maybe sometimes phone "remembers" that have to do something on internet, and this is why drops the gopro wifi and connects to main WiFi or to the mobile data.

if I recall correctly, with disabled mobile acces data, I had some more success....try it.  

 

on IOS - I have now a continous connection of 43min 37sec

I do not have such issues. iPhone and camera connect every time, stable, even I put the GoPro app in the background, see the video below.

iPhone can manage gopro wifi connection + mobile data (as drops when connecting to GoPro the existing main WiFi) in the same time.

with GoPro connected, I can see the 4G icon, I can enter and surf net.

https://youtu.be/YLvSQwnXA3g

 

as per remote, I cannot comment here.

is the remote also on 5GHz?

if on 2.4GHz, I might suspect interference with other WiFi.

how about in the woods, where not other WiFi present?

 

just me,

 

robert

 

 

 

Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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I have the exact same problem with my 7 Black. I have a iPhone X. Lost connection all the time on both remote and app and the phone is asking for password and when I enter it ”wrong password” comes up....
All uppdates made. Camera 2 days old!
Come on GoPro, this is not what I want!
GoPro
Posts: 27,179

Re: Gopro hero 7 black and smart remote and app issue

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Hi @janf243

 

The Smart Remote does not ask for a password.

Try resetting the camera's Wi-Fi settings then pair the camera to the app and the remote again.

 

Let us know how it goes.

 

Thanks!

Ej

 

 

Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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I have the same issue as does everyone of my friends that is running GoPro Hero Black 7.   The problem is more frustrating when running multiple cameras.  I've updated and tried every process to get reliable remote control of my 4 cameras that are mounted on my airplane.  

1) You can't wake the cameras from "off" with WiFi "On" using the remote as you could with my pile of 3+ Blacks.  If you turn off the cameras using the remote, you're done... they can't be turned back on even though the WiFi is running.

2)  The cameras randomly disconnect and reconnect to the remote with no rhyme or reason.  I can have have a stable connection on my 4 cameras then for no apparent reason the remote will say "3 cameras" or 2 "cameras".

 

It's agrivating that GoPro is aware of this issue (and others like the time stamp problem) but won't acknowledge it in public and simply say "We're working on it".

Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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I've been working diligently with GoPro to solve the connectivity problem with the GoPro Hero 7 Black/GoPro App/Smart Remote.  This problem seems to be more acute when trying to run multiple cameras.  As I have to "go by the numbers" to keep the ticket moving, I'm doing what they ask so have to make yet another video showing the problem but this time they want the Smart Remote "On".  This seems like it will be a waste of time as those of us who've used previous generations of cameras with remotes know that once you've paired the camera with the remote and select "Wi-Fi RC" > "CURRENT" you can then turn on the remote which turns on the cameras and they connect to the remote with a stable connection.

 

Here's what I think I know:  The GoPros use low power Bluetooth to "wake" the camera.  Once the camera is "awake" or "on", it should connect to the GoPro Smart Remote using Wi-Fi.  

 

GoPro either chose not to or neglected to include the utility in the menu structure of the camera that allows you to select which signal the camera is exclusively "seeing".  When using the GoPro App with the camera connected, scroll down in settings to "Use Current Wi-Fi Remote" and select this function, It will warn you that proceeding will disconnect the camera from the App.  The problem is, other than on one occassion, the camera I've chosen to control from the app won't disconnect from the wi-fi of the mobile app.  When/if they do connect to the remote, it appears the camera is still scanning for familiar signals and will randomly disconnect from the remote and make itself available to the wi-fi on the phone.

 

With GoPro, it seems "the squeeky wheel gets the grease" so if you're experiencing connectivity problems with 7 series cameras and Smart Remote and using them via remote is critical to the way you use your cameras, see if yours behaves like mine.  If it does, please let them know so they can develop a "fix".   I've included this link on YouTube.  https://youtu.be/L-az8a7bMBs

 

Enjoy the videos and music you love, upload original content, and share it all with friends, family, and the world on YouTube.
Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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Update:  GoPro Support has told me to pair my cameras to only the Smart Remote and not the app to try and improve remote reliablilty for multiple cameras.  Even with this procedure you still can't reliably power down then power up the cameras with the remote as I could with my older GoPro 3+ Black cameras.  Although not the end of the world, it sure is easier to change settings with the app. 

 

Another weird thing to be aware of... When you reset connections it returns the landscape setting to the default setting.  If you run cameras with orientation locked, you'll need to go back in and reset this.  I was told this is normal but for the life of me can't understand why this would have been designed into the firmware.

Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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I am experiencing a very similar issue. I have 3 cameras and they randomly loose connection. I have also had some refuse to turn off after turned on by the remote. This is really frustrating.
Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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I hear you.  GoPro has pretty much abandon us on this issue.  I don't even get the courtesy of a warm and fuzzy followup when I engage support on this issue. 

 

The only way I've been able to get any reliability is to delete my cameras from my phone (wifi and Bluetooth), reset the connection from the cameras, pair only to the GoPro remote and leave the cameras "ON".  Interesting footnote is that I'm on my second GoPro Smart Remote and I think this "factory reset" procedure of holding the power button down for 10 seconds is eyewash (bs).  I do this without resetting the connections on my cameras and the remote still finds the cameras which, if the remote is truly reset, should not be able to happen.

 

I really believe that this issue stems from GoPro either intentionally or unintentionally neglected to put the submenus and associated firmware in the camera menu that allow us to tell the camera which signal to pay attention to exclusively.  From the mobile application the camera doesn't respond to the command of "use current remote" and there is no longer that command on the camera so it's always looking for signals.  When I've got all my cameras connected to the remote, the remote will show 4 cameras connected after I've turned off the Wi-Fi one at a time on all cameras.

Hiker
Posts: 36

Re: Gopro hero 7 black and smart remote and app issue

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I have the same problem. Connectivity with my Session 5 is excellent, never drops.  On my GPH7 Black i've tried everything from switching the band from 5Mhz to 2.4Mhz, disabling low-light (saw it on another post), removing all possible interference and i cannot get a stable connection either on my iPhone X or on the GP Smart Remote (wifi).  I've tried removing the battery and runing on external power (thinking it might be overheating -The Camera is ontop of my helmet.  It is a PITA as i have to stop, remover the camera / helmet and try to repair the camera to the remote or the phone.  i can never duplicated the errors, it will reconnect sometimes, other times i have to turn everything off and hard reboot.  on the phone it forgets the camera's wifi password...this has been going on since the release of the camera and 2 or 3 s/w update later still no fix.  i need a stable connection for my VLOGing. today on a 200km ride i had to stop 10 times!!!!

Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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Hi greatwhite35! I feel your pain times 4 (4 H7Bs). It’s so exasperating. There’s no way GoPro can’t be aware of this. I think the only way to get anything done on this is to dog them and not go away. Post a review everywhere you can and elaborate on this problem. Can’t imagine why they wasted the effort and added complexity worrying about things like GPS and not get the basics like the remote working correctly.

They read these threads so every time a noob asks about the Heron7, suggest they consider a Garmin and perhaps they get embarrassed and do something. Good luck!!
Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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Hi all,

 

I have the exact same problem than all of you...

 

I have a smart remote trying to control 4 GoPro7 at the same time. It's totaly unpredictable how many cameras will connect or not, will lose connection or not, will start to record or not...
It's killing my ass to have spent so much money in 4 cameras which are totally useless for me without this feature working !

It worked absolutely fine with my former GoPro Session 4.

 

Hope they will listen at our complains quickly !

 

 

 

Hiker
Posts: 36

Re: Gopro hero 7 black and smart remote and app issue

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Nothing has been resolved. I was out this weekend and again no matter what configuration I tried the WiFi on GP7 Blk would inexplicably dropout while my GP5Session session stays solid. Frustrating. Let’s fix it
GoPro
Posts: 27,179

Re: Gopro hero 7 black and smart remote and app issue

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Hello!

 

Kindly check the information shared on this thread.

 

Thanks!

Ej

Sightseer
Posts: 2

Re: Gopro hero 7 black and smart remote and app issue

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I am only trying to keep one camera 7black connected not multi cans. Still while in the Black Hills of SD was lossing connection Multiple times each day. Have read some good things to try on this forum. Hope they work.
Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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I’ve given up on GoPro doing anything about this. Until they update the firmware to include a sub menu allowing you to definitively select what device the camera sees and stop it from continually searching for others (remote or app) there is no fix. Don’t know if you’ve noticed but the button on the app that says “connect to remote” does nothing.
Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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Btw... resetting the remote by any method described by GoPro support, as seen on YouTube or any forum doesn’t reset the remote and erase connections. It’s lip service to make you feel warm and fuzzy. Also, when you do have cameras connected and you shut off the Wi-Fi one at a time, the number of cameras connected does no change.

Anything GoPro support tells you to do on this issue short of the release of new firmware addressing the afore mentioned condition is a waste of your time designed to wear you down until you go away on an issue they’re well aware of.
Hiker
Posts: 36

Re: Gopro hero 7 black and smart remote and app issue

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Indeed that’s a real pain.
Tourist
Posts: 3

Re: Gopro hero 7 black and smart remote and app issue

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Camera: Hero 7 black

Version: 01.80.00

 

I started by reseting wireless connections on the camera and connecting to the GoPro Remote. Using the remote I am able to start/stop recording. I can also power off/on the camera but not consistently power on the camera. When I power off the camera using the remote and try to power on the camera the remote shows the "search" mode continuously and never powers on the camera. This happens randomly. 

 

I bought the camera and remote specifically for this use case. 

 

I do love gopro but I'm starting to look at alternatives for this specific use case. This camera looks to have some good reviews: https://www.amazon.com/gp/product/B01HGM33HG/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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Same problem here.

3 camera. 1 hero 7, 2 hero 5. Cameras randomly discinnetcs and reconnects to the smart remote...

Really frustrating :(
Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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I feel your pain.  A few posts above, some guy from GoPro says "please kindly check this thread"...  Unless it's possible for GoPro to do a massive firmware update and restructure the menu to include choosing either "Use Current Remote", "Use New Remote" and "Use GoPro App" to keep the cameras from searching this problem will never be resolved.  Anything short of this GoPro tells you is designed to waste your time and keep them from having to acknowledge someone just plain screwed up when the designed this camera.  

Tourist
Posts: 3

Re: Gopro hero 7 black and smart remote and app issue

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Anyone here planning to test Hero 8 in the near future? 

Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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2 GoPro Black 7. 

I have the same exact issue.

How on earth is this possible that after a year, we still have this issue? I don't get it GoPro.

These cameras are expensive, and we got them because we think they will work.

I have tried to use them on a UTV, so just imagine you are out there for a full day, what are your options? a) let it records for about an hour and miss the rest of the day or b) get out of a UTV every time something exciting is happening and turn on and then record on both cameras.... just nonsense.

 

GoPro, please, please, fix this.

Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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I'm so frustrated right now from this issue and I've wasted so many hours and suffered multiple failed recordings.  I've got two H7 black (fully updated and reset) and the Smart remote (latest update) with totally unreliable connectivity between them (following the reset and pairing procedures linked earlier).  

 

GoPro, can you acknowledge the issue exists, and that you either have a plan to fix it, or not?  That will inform me if I should wait for the fix or to divest of GoPro products.  Right now your company is Smiley Mad for listing the Smart remote and H7 black as compatible when it absolutely does not work.

 

Is there any other way to trigger both the cameras to start recording at the same time (without Smart remote, like a different product)?   

Hiker
Posts: 36

Re: Gopro hero 7 black and smart remote and app issue

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I have been having the same issue for nearly 2 years.  GPH7Blk and GP5Session.  the connection with the GP5Session is very stable however as soon as i introduced the GPH7Blk into the equation frutstration began.  The wifi connection keeps dropping off.  the problem is with the GP7 wifi as it will 

Hiker
Posts: 36

Re: Gopro hero 7 black and smart remote and app issue

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read the reviews on the 8 - everything i read says DONT bother.  basically the same camera with a different case system.  not worth the money.

best camera i got was the Session5. dependable.  i got the 7 because of the GPS and now, because of all the problems with QUICK for Mac i've stopped using the interface so the GPS is not as useful as i have to use 3rd party s/w

 

Highlighted
Hiker
Posts: 36

Re: Gopro hero 7 black and smart remote and app issue

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...drop even the connection on my iphone.  i get that there may be interference challenges but all of my other device are able to do a smart connection using the cleanest channel.  perhaps there is only 1 or 4 channels avail for GPH7.  My Mavic as over 12 channels in the 2.4 and 5G range and it switches without any issues.

Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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It's terrible that GoPro missed the mark so badly on this camera with regards to the remote. The rest of the camera is pretty great but I sure hate wishing at times I had all me Hero 3+ Blacks back... GoPro won't even say there's a problem. Guessing they don't want to buy back a pile of cams...
Tourist
Posts: 3

Re: Gopro hero 7 black and smart remote and app issue

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Since I have seen no confirmation that this issue has been resolved I will be testing with other cameras. My specific use case is that the camera is mounted on an airplane out of view of the pilot. The pilot needs a simple remote to start and stop recording. 

 

Testing feedback on AKASO EK7000: https://www.amazon.com/AKASO-EK7000-Sports-Waterproof-Camcorder/dp/B01HGM33HG/ref=sr_1_3?keywords=ak...

 

First impression is that that camera it self is not as good as gopro. AKASO sells better cameras but I went cheap just for testing the remote. 

Disadvantage is that there is no indicator on the remote whether or not you are recording. Seems simple to remember whether or not you hit the record button. For pilots flying an airplane focus needs to be on flying. 

The Advantage is that you can press Shutter button followed by the Video button to either Start recording or Continue recording. 

Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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Unfortunate this product is so unreliable, it renders it useless. I hope GoPro dos something to make it right

Tourist
Posts: 13

Re: Gopro hero 7 black and smart remote and app issue

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Over a year and they haven't acknowledged there's a problem... Sorry to say, "I wouldn't hold your breath".

Sightseer
Posts: 1

Re: Gopro hero 7 black and smart remote and app issue

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Time to post in youtube..so pisst off by this 😡