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GoPro
Posts: 23,212

Re: Hero 6 not Charging / not switching On with battery after Update

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Hi @niceoasis81202 @radut006

 

Sorry for any trouble caused.

Order-related concerns are best handled by our Support Team.
You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

Should you encounter any issue scheduling a callback or a live chat, please ensure that you are not blocking cookies and have your pop-up blocker disabled.
You may also try a different browser or go on incognito mode.
 

Thanks!
Ej
 

Tourist
Posts: 5

Re: Hero 6 not Charging / not switching On with battery after Update

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Hi @aragon1006 ,

 

 

It seems this is not an isolated issue as it was encountered by multiple users globally.

I tried reaching the support team, but they blame it on the camera / hardware (of course). 

 

However, when I connect my camera to the app, I see there is an update available for my GoPro: Hero 6 Black v2.10. The usability improvement mentioned is: "LETS YOU USE YOUR GOPRO WITH THE RECHARGEABLE BATTERY (HERO8 Black / HERO7 Black / HERO6 Black / HERO5 Black / HERO 2018)". Which makes me think that now I am not able to use my camera with the rechargeable battery. Using common sense, this looks like a software issue

 

I am willing to update my camera, but the problem is that the app does not allow this to happen because: "Battery is too low"The camera will not update if it is plugged only to the power source (battery is inserted but not recognised). 

 

Therefore, this looks like the software issue is preventing me from performing the update, hence possibly keeping me from solving the entire problem.

 

Since all the support team could do was to offer me a 25% discount for a new purchase as a final resolution, I am asking myself whether this is not a similar situation to that of Apple, that slowed down older iPhones on purpose to increase sales. And they got a big fine for that.

 

Are there any options for updating the software while the camera is pluged to the power source?

 

 

Thanks,

Radu

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Hiker
Posts: 32

Re: Hero 6 not Charging / not switching On with battery after Update

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@aragon1006: Thanks a lot for the update. I have no issues in scheduling a call, but even after trying different browsers without any pop up blockers I am getting the message "Chat is not available for you".

Please note, the issue here is I am not getting a call back from the support. I have tried scheduling multiple times. Just a couple of minutes before posting this. I have again raised another call back request. Could you please check why the support is not calling me back.

Hiker
Posts: 32

Re: Hero 6 not Charging / not switching On with battery after Update

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Exact same issue. The problem here is there is no way to troubleshoot. GoPro should get rid of the codeline which is blocking update when battery is not detecting.

Hiker
Posts: 32

Re: Hero 6 not Charging / not switching On with battery after Update

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Support called today, told me that they will update by Friday.
Tourist
Posts: 5

Re: Hero 6 not Charging / not switching On with battery after Update

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Hi @niceoasis81202 ,

 

Have you managed to get any update from GoPro? If so, what was the outcome?

 

@aragon1006 @aenriquez @mariustanya , I would appreciate your valuable feedback on my previous comment. 

 

Thank you!

GoPro
Posts: 17,558

Re: Hero 6 not Charging / not switching On with battery after Update

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Hello, @radut006. The best way to update would be manually but this will not work if the battery level is detected to be too low. In this case, it would be best to get in touch with our Support team. They will walk you through the next steps. 

 

To connect with them, visit https://gopro.com/help/ContactUs . Once there, select "Contact Us" and proceed with either chat or a callback request. 


Should you encounter any issue scheduling a callback or a live chat, please ensure that you are not blocking cookies and have your pop-up blocker disabled. 

Hiker
Posts: 32

Re: Hero 6 not Charging / not switching On with battery after Update

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@mariustanya @aragon1006 @aenriquez : Hello GoPro team, first of all thanks a lot for your assistance. Today, i have received the replacement of my GoPro. Appreciate your help in resolving this issue. Eventhough it took sometime, the only thing that counts is the issue is fixed.

Keep up the good work.

 

Just a summary of Resolution:

1. Contact https://gopro.com/help/ContactUs  Request for a call back or open a Chat session.

2. Wait for their update, if no update in a weeks time, goto https://gopro.com/help/ContactUs  and mention the case number and add the status. Repeat Action in Step 1

3. Provide all the details

4. Once the replacement is initiated, follow up with UPS

5. If the Item is lost again Repeat the action mentioned in Step 2

6. Follow up continuosly

 

So before i sign off, take care everyone.

Be kind, the world needs it now more than ever Cat HappyRobot winkSmiley TongueMan Happy