04-18-2019 06:14 PM
I have been using my Hero 5 Black camera for a while now without problems. Today when I powered it on the rear touch scrren was blank. The small display creen on the front (with the lens) displays ingformation so I know the camera is on on but the rear screen is totally dark.
I read some of the threads here and they said it may by due to an incompatable memory card. I am using the ScanDisk Ultra Plus 64GB that was purchased from GoPro with the camera.
The camera seems to be functioning when turned on, it's just that the raer touch screen is blank (dark).
04-19-2019 02:55 AM
take hte card out of the picture:
the camera screen no longer goes on. call GoPro.com/contactus. there are more then a few people with this issue not just you and gopro should without question exchange the camera. A card should not turn off a screen perminant, faulty hardware/software can cause hte issue ant any unexpected time.
GoPro will ask you to re-flash firmware, even though you can not see the back screen the icon will show on the front. so give that a shot and if it is flashing do not disturb the camera untill ten minutes that is the max it takes to load in. Once you hear the last beeps then it is near done.
report back waht you did?
04-20-2019 02:27 PM
@davef, reinstalling the firmware update of the camera can help correct any errors with the current software installation. Follow the manual update instructions specified on this article: Software Update Instructions for HERO5 Black
It is important to make sure that the camera is updated to the latest firmware and that a recommended SD card is used. There is a list of recommended cards here for your reference. If you are already using one, has updated the camera already, and is still experiencing the same issue, our Support team will be able to assist you further. You may reach them by phone or chat.
04-20-2019 05:49 PM
When I connect the Hero 5 Black camera to the Quik app on my desktop it tells me the firmware is up to date (v 2.6).
However, apparently the microSD card is not on the approved card list. Mine is a SanDisk ULTRA Plus 64GB card. There are plenty of SanDisk EXTREME Plus cards on the list but no ULRA cards.
I know the ULTRA card came with the camera. However, the GoPro invoice shows a SanDisk EXTREME Plus card on the packing list. I got a SanDisk ETREME Plus card with my other GoPro (Hero Session) camera but that card broke in two when I was trying to insert it in the camera. So I only have the one ULTRA card remaining. I do not own any other microSD cards.
So it appears the fix is to purchase a new SanDisk ETREME Plus card?
04-20-2019 05:57 PM
I purchased an approved SanDisk card on Amazon for $26.40 ($49.99 thru GoPro)
SanDisk Extreme MicroSDXC (UHS 3 / V30) A2 128GB
04-21-2019 03:44 AM
If you take note @aenriquez will always tell people to udate the firmware that will correct the issues you are having.. that is tehir job.
you used a card that gopro sent a Ultra, where you said they were t osend a extreme, and you bought a new card waiting forit to come, You also said hte Ultra broke in two inserting in to the camera, but never said when thescreen went blank? Did the screen go blank befor the card broke or after, do not think your would have seen it during? at any time did you feel force when inserting the card?
I do not beleive reflashing will fix a damaged cable or hardware, but reload software and that is all. if hte camera gave you must contact gopro.com/contactus see tehir options if out of warranty?
Purchasing a card is all you and you can give it a shot but I am certain this common issue no one has come back here claiming firmware fixed it?
04-21-2019 10:30 AM
I have 2 cameras: Hero 5 Session and Hero 5 Black. The Session came with an EXTREME card (approved) and the Black came with an ULTRA card (not approved). Both cameras have worked fine for over a year.
A while back (before the Black's screen went dark) I attmpted to put the card in the Session upside down. It became stuck. When I removed it with a pair of pliers the card broke in half. This was the EXTREME card.
Months later the rear screen on my Hero Black went blank for no apparent reason. This camera uses the ULTRA card.
So I needed to order a new EXTREME card for the session anyway. It is to arrive on Monday and I will test it in the Hero Black to see if it is related to the blank screen problem. As I mentioned, I know the problem is not the firmware because the Quik app shows the firmware as being up to date.
If the problem is not the card then I imagine I will have to send the camera in for repair. I purchased the Hero Black on October 7, 2016 ((order# IF-2519722). Do you know what the warranty period is for this camera?
04-21-2019 10:45 AM
It looks like the standard warranty period is only 1 year but I may be covered by the GoPro Plus program of which I have been a member since I bought the camera.
Under the Plus program it appears that I can trade in a damaged camera for a fee ($59 for Hero 5 Black) and receive a new camera.
Can anyone confirm my understanding of the available options?