Hero 5 Session BRICKED - firmware update continuing issues - GoPro not acknowledging? [ New ]

[hardyjump12106]

Not too happy today-- got a new GoPro from eBay a little over a week ago. All was fine when it came in. Worked perfectly until yesterday when I did a firmware update via app. Now it's dead. Contacted GoPro customer service & they walked me through all the steps I had already tried.. trying to turn on/off/reset/remove sd card, etc. Now they denied my warranty claim due to the fact I purchased from eBay. Really GoPro? My buying it from eBay has nothing to do with the fact that there are issues with the update process. I'll be fighting this.. we'll see how it turns out.

[jayr3438 · Accepted solution]

Hi @hardyjump12106, 

All GoPro product esp. camera is covered by standard 1 year warranty regardless where you purchased it. 

Please try to contact GoPro Support so that they can check this case. 

And also bricked firmware can be fixed by manually updating your camera. 
Here's how: https://gopro.com/help/articles/How_To/Software-Update-Instructions-for-HERO4-Session
Follow manual update step posted above. 

Also make sure that you are using recommended SD card: https://gopro.com/help/articles/Block/microSD-Card-Considerations 
 

Regards,

Jay 

[jayr3438 · Accepted solution]

Hi @hardyjump12106, 

All GoPro product esp. camera is covered by standard 1 year warranty regardless where you purchased it. 

Please try to contact GoPro Support so that they can check this case. 

And also bricked firmware can be fixed by manually updating your camera. 
Here's how: https://gopro.com/help/articles/How_To/Software-Update-Instructions-for-HERO4-Session
Follow manual update step posted above. 

Also make sure that you are using recommended SD card: https://gopro.com/help/articles/Block/microSD-Card-Considerations 
 

Regards,

Jay 

[hardyjump12106]

Here was the reply I received from GoPro:

Hi Mike,

Good day! I hope you are well today. Upon checking the proof of purchase that you've sent, it seems that you've purchased the camera from an unauthorized reseller and we can't confirm the warranty eligibility of the camera. However, I would advice contacting the person that sells the camera to you to provide a refund or to gather the original receipt of the camera so we can proceed with the warranty.

Let us know if you need further assistance. You can reply to this email or call us back.

Many Thanks!

Ricky B.
GoPro Support
http://gopro.com/support
ref:_00Do0HJuF._5001JZaHsa:ref

[hardyjump12106]

FYI- I'm using SanDisk Ultra SD card.

[hardyjump12106]

Same card I was using in my Hero 3+ Black

[jayr3438]

Hi @hardyjump12106,

Thanks for letting me know. 
By the way the SD card that you're using is not a recommended SD card and it might cause issue. 
Please try to get a new SD card you can choose from any SD card listed on this link: https://gopro.com/help/articles/Block/microSD-Card-Considerations 

Also about your case, did you contact Customer Support already? They might be able to provide more options for you. 

Best Regards,

-Jay 
 

[danielr15]

SanDisk Ultra is a terrible card. Not just for GoPro, but especially for GoPro cameras.

[hardyjump12106]

Hi Jay, 

I decided to continue to work this up the chain. I called back and spoke with someone that was able to help me.

We had a great conversation & in the end I now have an RMA.. my camera was just dropped off at Fedex and is on the way to GoPro.. I'll report back when the replacement arrives.

In the meantime I'll be ordering more SD cards.