Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
Reply
Tourist
Posts: 10

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

Maybe it would be useful when somebody reports the bug. So they can fix it.

I figured the only way to get to use the voice commands is to turn the camera on and say "GoPro Video Mode" or "GoPro foto mode" as fast as i can! :D

Hiker
Posts: 15

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

Yes if someone knows how to report the bug that would be great.  I've searched and can't find anything!  I've also talked to support and they just want to send me a new camera even though that's clearly not the problem.

Tourist
Posts: 10

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

Here is my chat-log with support:

 

Marta (16.5.2017, 17:10:28): My name is Marta. How can I help you?
Me (16.5.2017, 17:10:52): Hi!
Me (16.5.2017, 17:11:12): I have an issue with my Hero 5 Session Firmware 2.00
Me (16.5.2017, 17:11:52): when I wake up the camera by pressing the "Menu" Button on the back it automatically shuts off after cycling through video mode and burst mode information
Me (16.5.2017, 17:12:05): is this normal or should the camera stay on after waking it up?
Marta (16.5.2017, 17:13:05): Hello Andreas
Me (16.5.2017, 17:13:12): I also found this thread here which describes my problem and a video of the problem
Me (16.5.2017, 17:13:13): https://community.gopro.com/t5/Cameras/Hero-5-Session-Firmware-bug-default-Photo-mode-causes-crash/t...
Me (16.5.2017, 17:13:30): I don't know if it is a hardware issue or a firmware issue
Marta (16.5.2017, 17:14:58): That is normal, if you don't use the camera for some seconds the camera will shut off to keep the battery
Me (16.5.2017, 17:15:34): Really? I saw videos where the camera turns into video mode after cycling through the info screens
Me (16.5.2017, 17:15:46): Is this new to the firmware update 2.00?
Marta (16.5.2017, 17:16:49): Let me just confirm this information for you
Me (16.5.2017, 17:17:20): ok thanks. Because when this behaviour is normal then voice commands don't make any sense when the camera shuts off after a few seconds
Marta (16.5.2017, 17:25:27): In order to advance with your case we would like to suggest to follow up your case by email, that way we can kindly ask you to please send us a video of the issue
Marta (16.5.2017, 17:25:38): With that information we will be able to provide you the best solution possible
Me (16.5.2017, 17:25:54): you can see the video in the forum link i posted
Me (16.5.2017, 17:26:26): unfortunately the video I took is too big to send per email
Me (16.5.2017, 17:26:41): but the video in the forum shows the exact same behaviour
Marta (16.5.2017, 17:29:50): And can you do a small video of the issue? I understand the issue can be the same, but its important to analyse case by case, and in order to provide you the best solution possible we need to gather the behavior directly from your camera
Me (16.5.2017, 17:31:16): unfortunately not
Me (16.5.2017, 17:31:45): but I also described the behaviour and I just want to know if the camera should stay on or shut off after a few seconds
Me (16.5.2017, 17:33:14): ok I could try to send the video I have it on my harddrive now
Me (16.5.2017, 17:33:21): where should I send it to?
Marta (16.5.2017, 17:34:02): I just check this information with a senior agent and this is a normal situation
Marta (16.5.2017, 17:34:16): If you don't touch in the camera for few seconds, the camera will shut off
Me (16.5.2017, 17:34:41): ok, good to know... but how does voice commands make sense then?
Me (16.5.2017, 17:34:45): I dont get it :D
Me (16.5.2017, 17:35:55): I can only use voice commands aftter I enter voice commands settings and leave the settings... then the camera stays on
Marta (16.5.2017, 17:36:19): Yes, in order to use the voice commands you need to active them first
Me (16.5.2017, 17:36:57): sure, but I also have to enter the voice commands settings (even if they were ON before) to use them, thats weird
Marta (16.5.2017, 17:38:10): You can only use them after you enter the voice commands settings?
Marta (16.5.2017, 17:38:13): That is not normal
Me (16.5.2017, 17:39:01): Oh ok. But I also read that before the last update the camera stayed on after waking it up. So has this been changed due to the update?
Me (16.5.2017, 17:39:59): Yes, because thats the only way the camera stays on, when I don't enter the settings the camera shuts off
Me (16.5.2017, 17:40:09): so I can't use voice commands
Marta (16.5.2017, 17:41:00): That is really strange
Marta (16.5.2017, 17:41:28): So if you power on the camera, and then you try to say "GoPro turn off" the camera will not react?
Me (16.5.2017, 17:42:35): It does react, but it doesn't make sense when it shuts off in a few seconds anywa
Me (16.5.2017, 17:42:37): y
Marta (16.5.2017, 17:45:03): Ok so the voice commands are working
Me (16.5.2017, 17:45:26): Yes they are generally working
Marta (16.5.2017, 17:45:34): The information that I had from our team is that this is an expected behavior to save battery

Hiker
Posts: 15

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

Well I'm still sure it's a bug.  You're talking to a low level tech who is pretty obviously confused and doesn't even seem to know what's supposed to happen.  In previous firmwares the camera stayed on for a minute or two before switching off.  During that period you could use voice commands etc. The current behavior makes no sense in a lot of contexts.  In particular, as in the initial post, default photo mode now completely doesn't work because to take photos the camera must be on.  Why have a mode that is completely useless?  Prior to the firmware update it worked.  I realize it's confusing, but it's a confusing bug.

Backpacker
Posts: 362

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

[ Edited ]

@lanierb6548 wrote:

Yes it's a firmware bug introduced in V02.00 4/5/17.  I've now verified for sure with another camera.  We can only wait for a solution.  

 

It is true that you can get around it by quickly hitting menu before the camera crashes and turns off, but this is not the intended behavior. Furthermore, it makes default photo mode not work.


@lanierb6548

 

Why insist it is a bug/glitch???

 

I've told you how the H5S works, shown you the manual and how it is stated BY GOPRO to get into Photo Mode, which is EXACTLEY how it works on my H5S (and has before and after fw update).  GoPro customer service even confirmed what I've been stating since the beginning... Yet you continue to ignore even the GoPro manual and insist this is a bug???

 

Just because it doesnt work the way you wish it did, does NOT make it a bug!

 

Hiker
Posts: 15

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

Please stop commenting on this thread.  You have provided incorrect information and have misread the manual and are just adding noise at this point.

Backpacker
Posts: 362

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

[ Edited ]

@lanierb6548

 

Try the manual or try what I said, before saying "the sky is falling"... 

 

Menu button, Manu button, Shutter button DOES put H5S into PHOTO MODE!

Backpacker
Posts: 362

Re: Hero 5 Session Firmware bug (default Photo mode causes crash)

DIRECTLY FROM H5S MANUAL:

 

"CAPTURING PHOTOS

  1. Press the Menu button to turn on the status screen.
  2. Select a capture mode (Photo, Burst, or Night) and settings:
  3. Press the Menu button repeatedly to move to Camera Settings,

then press the Shutter button [ ] to select it.

  1. Press the Shutter button repeatedly until you get to the Photo

icon [ ].

  1. Press the Menu button to move to the next field, then press the

Shutter button to select a capture mode.

  1. To change a setting, press the Menu button to move to the

setting, then press the Shutter button repeatedly to display the

option that you want.

  1. Press the Menu button to move to the check mark, then press the

Shutter button to select it.

  1. Press the Shutter button. Your camera beeps once, then beeps once

for each photo that is captured. The camera status lights blink while the

camera is capturing photos.

Note: To capture continuous photos at a rate of 5 photos per second, select the

Photo capture mode, then hold down the Shutter button. Photos are captured until

you release the button.

  1. To power off the camera, press the Menu button to move to Exit

Photo Mode, then press the Shutter button to select it.

CAPTURING PHOTOS IN THE MODE THAT YOU USED LAST TIME

To take a photo using the capture mode that you used most recently

(Photo, Burst, or Night), use the shortcut below.

  1. Press the Menu button to turn on the status screen.
  2. Press the Menu button to move to Enter Photo Mode, then press the

Shutter button [ ] to select it.

  1. Press the Shutter button. The camera beeps once, then beeps once

for each photo that is captured. The camera status lights blink while the

camera is capturing photos.

  1. To power off the camera, press the Menu button to move to Exit

Photo Mode, then press the Shutter button to select it."