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Sightseer
Posts: 2
Accepted Solution

Hero 4 turns on but nothing happens

I have a Hero 4, that is pretty much unused. When I turn it on, all I get is "Hero 4" on the screen on the front side of the camera. Earlier, I was having trouble connecting Wifi, now, it's completely useless. The buttons don't seem to do much; the only way to turn it off is to pull the battery. I tried calling customer service, but the robot just hangs up. Online chat doesn't help either - no one ever joins the chat and the form to get chat started thinks I speak Spanish, which I don't.


Accepted Solutions
Explorer
Posts: 12,501

Re: Hero 4 turns on but nothing happens

Sorry to hear about your experience with the Support Team.  GoPro is doing a lot of restructuring and it's a shame that their once stellar Customer Service is taking a hit.  Hopefully they get ti straightened out soon.

 

Anyway, the best advice I can give you is to try these steps:

  1. Use one of these recommended cards https://gopro.com/help/articles/Block/microSD-Card-Considerations
  2. Format the card in your computer leaving the Label (name) blank
  3. Remove the battery from the camera and then press the front power button for 15-20 seconds
  4. Replace ONLY the battery and while continuously holding down the shutter button, restart the camera
    1. Once the camera powers on you can release the shutter
  5. Power off the camera
  6. Download the manual update https://gopro.com/update/hero4 to your computer
  7. Extract the Update Folder and place the folder (not Update.zip) onto the SD card
  8. Eject the SD card from the computer and then remove it
  9. Put the SD card into the camera and allow the update to complete
  10. Take two pictures and two short videos (if you can) and then connect to either the Capture mobile app or Quik for Desktop (this will check your files and settings)

Your camera should be working after doing the above.  If you've tried all of the above and it still doesn't work, the best I can offer you is either check out iFixit https://www.ifixit.com/Search?query=Hero4

 

or consider the trade up program https://shop.gopro.com/tradeup

View solution in original post


All Replies
Explorer
Posts: 12,501

Re: Hero 4 turns on but nothing happens

Sorry to hear about your experience with the Support Team.  GoPro is doing a lot of restructuring and it's a shame that their once stellar Customer Service is taking a hit.  Hopefully they get ti straightened out soon.

 

Anyway, the best advice I can give you is to try these steps:

  1. Use one of these recommended cards https://gopro.com/help/articles/Block/microSD-Card-Considerations
  2. Format the card in your computer leaving the Label (name) blank
  3. Remove the battery from the camera and then press the front power button for 15-20 seconds
  4. Replace ONLY the battery and while continuously holding down the shutter button, restart the camera
    1. Once the camera powers on you can release the shutter
  5. Power off the camera
  6. Download the manual update https://gopro.com/update/hero4 to your computer
  7. Extract the Update Folder and place the folder (not Update.zip) onto the SD card
  8. Eject the SD card from the computer and then remove it
  9. Put the SD card into the camera and allow the update to complete
  10. Take two pictures and two short videos (if you can) and then connect to either the Capture mobile app or Quik for Desktop (this will check your files and settings)

Your camera should be working after doing the above.  If you've tried all of the above and it still doesn't work, the best I can offer you is either check out iFixit https://www.ifixit.com/Search?query=Hero4

 

or consider the trade up program https://shop.gopro.com/tradeup

GoPro Community Manager
Posts: 7,012

Re: Hero 4 turns on but nothing happens

@hardypeak20137 - This does sound like there's an issue with the camera's firmware. I'd suggest doing a manual update and see if that corrects this for you. Instructions on how to do a manual update can be found at the bottom of the page at https://gopro.com/update/hero4.

 

Thanks,

Jeff

Sightseer
Posts: 2

Re: Hero 4 turns on but nothing happens

I tried doing a manual frimware update; nothing happens.  Same symptoms: rear screen is on, but black/blank, and the front screen just says Hero 4.  It stays frozen like this and I can't power off the unit unless I pull the battery.

GoPro Community Manager
Posts: 7,012

Re: Hero 4 turns on but nothing happens

I'd suggest getting in touch with our Support team then. They can be reached at https://gopro.com/help/PKBContactus.

 

Thanks,

Jeff

Tourist
Posts: 9

Re: Hero 4 turns on but nothing happens

Hi jeff i hope you can help me with my problem.