08-17-2017 08:28 PM
.....I am on the verge of smashing this camera to a million pieces.
Don't do that. You waste your money. Do what I did with both my Hero 5 Black's, return them for a full refund.
08-17-2017 08:30 PM
I had the same problem and had a terrible time getting anyone on online chat. It's odd because it says 24/7 and then gives the hours it is open (PST).
After 4-5 tries I finally got a representative after waiting about 45 minutes. After that, the whole thing went very well. He sent me a link for e-mail and information to send the Hero 5 and I printed it up a couple of days later. It took about a week after my camera arrived at their facility for the replacement to arrive at my house. Works fine (so far).
All I can say is to keep trying and once you get through it seems to go well after that.
08-28-2017 11:00 AM
I bought my hero 5 black just last week and today - 4 days later i have the same issue as in this now very long thread. Added to that it now won't download the video i shot today. I will most definitely be getting a refund tomorrow, Thankfully i didn't sell my Hero 3 and managed to get my video downloaded from that without issue. If Go pro can't fix this problem then i doubt they ever will so i'm getting out fast and looking at other action cameras
09-03-2017 11:47 PM
11 pages and no solution from gopro. Got my hero5 display black too. Any proposal except updating (did not help) and/ or returning?
Camera works normaly but the display does not want to wake up...
09-05-2017 02:13 AM
Millions of Hero5 cameras have been sold. There are somewhere between 20-30 reports of this issue in this thread. 11 pages with many people posting multiple times. If your camera has an issue that can't be resolved by using a recommended SD card and performing a manual update, exchange it for a new one. It's that simple.
I know it's frustrating when you get a new piece of tech and it doesn't work correctly, but unfortunately this happens across all brands and devices from Apple to Samsung, HP to Dell, and GoPro to Garmin. You can search forums on any of those brands and find Customer complaints of issues. If you only look at those forums it's easy to quickly be mislead into thinking these products have a widespread issue, especially if you are one of the people experiencing it. However, when you take into account the total number of units sold and the vast majority that don't have issues, you realize that there aren't very many that have problems and unfortunately you are just one of the unlucky few.
I, like millions of other GoPro cameras owners, do not have any issues with my Hero5 Black or my other six GoPro cameras. I only use recommended SD cards and I always manually update to the latest firmware. I'm not incredibly lucky. I'm just one of the majority.
I get the frustration, but not the anger. GoPro obviously didn't intend for You to get a camera with issues. They certainly hope your experience would be similar to the million+ people who are enjoying their camera.
If you are having an issue the steps are simple.
1) Be sure you are using a card from this list https://gopro.com/help/articles/Block/microSD-Card-Considerations
2) Format the card in your computer and then run a manual update https://gopro.com/update
3) If your camera still doesn't work correctly, either exchange it where you purchased it or contact the GoPro Support Team https://gopro.com/help/PKBContactus
The reason for using a card from the list is to help rule it out as being a source of the issue. GoPro cameras will work with other cards. However, 99% of all issues are SD card related. Perhaps not yours, but it's much easier to determine that if you are using a card GoPro has tested and knows that it works.
Running the manual update is equally important for the same reason above and also because sometimes it corrects errors in the firmware. If you are having an issue it's important to determine if it's software or hardware related. Running the manual update with a recommended SD helps to rule out the software and determine it's probably hardware. Your camera comes with a 1 year manufactures guarantee. If it's hardware related and not due to accidental damage, GoPro will happily exchange the camera for you.