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Reply
Sightseer
Posts: 1
Accepted Solution

Hero 5 issues (freezing, won't take video underwater, no updates, etc.)

I have a Hero 5 Black and since I got it, I've experienced issues of the camera freezing and saying "SD card error."

 

Freezing

With no seeming rhyme or reason as to when, the camera freezes. It seems to happen more when I'm looking at images already taken, or in the middle of video. When it freezes, the only way to fix it is to pull the battery out (even the power button won't work).

 

SD Card Error

Also with no seeming rhyme or reason as to when, the camera will display "SD card error" and not write a photo or video to the card. It seems if I power cycle the camera when I get the error, it is fine. But then it will come up again. This is exceptionally annoying when it happens 5 minutes into a video and doesn't write any of the video. I have tried different SD cards, I have formatted them, nothing seems to change this behavior. This is not frequent, but rather annoying.

 

Underwater glitches - no video

I have been diving with it over the last few days with the supersuit on and near the surface, it's fine. But as soon as I'm at about 5-10 meters, the camera acts up. Sometimes I can turn it on, sometimes I can't. I will put it away, and when I look back at it, it will have recorded 1300 photos in timelapse photo mode on its own. At which point, I can't turn it off. If I can power it on, it will not take video (it will start in video mode, but the shutter button doesn't do anything). Eventually, I'll look back at it and it's somehow back in timelapse photo mode and taken another 800 images.

 

20180408_083908.jpg

 

Moisture on lens

Following the few dives this week, I can see moisture inside the lens (not the protective lens cover, but the lens itself. This is obviously impacting image quality.

 

20180408_083832.jpg

 

No Updates

I've tried updating software and firmware, but when I do it from my phone (where it says there's an update available), it says "error sending files to device." When I connect via Quik Desktop, it says the firmware is up to date; however, I notice that in Quik it says it has 2.0 and on the GP site, it says the most up-to-date firmware is 2.6.

 

Screenshot_20180408-083652_GoPro.jpgScreen Shot 2018-04-08 at 8.32.52 AM.png


Accepted Solutions
GoPro
Posts: 7,532

Re: Hero 5 issues (freezing, won't take video underwater, no updates, etc.)

Hello @jessicae765

 

Sorry to hear about the troubles you are experiencing with the camera. We love our gear and never like to hear about a user experiencing problems with theirs. Manual update would be the bets way to go for updating your camera's firmware. You can check out the guide here: https://gopro.com/update/hero5

If a camera is freezing up, it is usually an indicator the camera's software needs to be updated or there is potentially an issue with the microSD being used. Here are recommended steps to fix: https://gopro.com/help/articles/solutions_troubleshooting/Camera-Freezes-Up

Moisture inside the protective lens cover is normal, but inside the lens is unusual. It would be best to get in touch with our Support team regarding this concern. You can reach them here: https://gopro.com/help/ContactUs

 

Thanks, 
Marius 

View solution in original post


All Replies
GoPro
Posts: 7,532

Re: Hero 5 issues (freezing, won't take video underwater, no updates, etc.)

Hello @jessicae765

 

Sorry to hear about the troubles you are experiencing with the camera. We love our gear and never like to hear about a user experiencing problems with theirs. Manual update would be the bets way to go for updating your camera's firmware. You can check out the guide here: https://gopro.com/update/hero5

If a camera is freezing up, it is usually an indicator the camera's software needs to be updated or there is potentially an issue with the microSD being used. Here are recommended steps to fix: https://gopro.com/help/articles/solutions_troubleshooting/Camera-Freezes-Up

Moisture inside the protective lens cover is normal, but inside the lens is unusual. It would be best to get in touch with our Support team regarding this concern. You can reach them here: https://gopro.com/help/ContactUs

 

Thanks, 
Marius