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Sightseer
Posts: 1
Accepted Solution

Hero 5 not turning on

Hello. I have been on hold w/customer support for 2 1/2 hours so decided to try this route. My Hero 5 is not turning on (no lights...nothing). I just had used it with no problems and now will not turn on. I have:

put in fresh, charged batteries

removed the battery and memory card & attempted a reset

plugged it in with a USB cable and tried the same thing

manually updated the software on the memory card

Everything on the support page, I have tried.

Is there an email address or a way to return the camera (is under warranty) without using the customer service phone or chat (can't even log into that)? 2 1/2 hours is ridiculous...and their hold music and "tips" suck.

Thanks...any help welcome.


Accepted Solutions
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GoPro
Posts: 3,924

Re: Hero 5 not turning on

Hi @islandandy,

 

If you have already gone through all of that troubleshooting then the next steps would be to contact support. If you are having trouble getting through I would recommend giving them a call when the phone lines open:

 

Available Monday – Friday, 6:00am – 6:00pm, Pacific Time
Available Saturday & Sunday, 7:00am – 4:00pm

Phone (855) 635 3578

 

Best,

Ryan

View solution in original post


All Replies
Highlighted
GoPro
Posts: 3,924

Re: Hero 5 not turning on

Hi @islandandy,

 

If you have already gone through all of that troubleshooting then the next steps would be to contact support. If you are having trouble getting through I would recommend giving them a call when the phone lines open:

 

Available Monday – Friday, 6:00am – 6:00pm, Pacific Time
Available Saturday & Sunday, 7:00am – 4:00pm

Phone (855) 635 3578

 

Best,

Ryan