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Tourist
Posts: 5

Hero 7 Black Freezing continously

[ Edited ]

Hello all, dear GoPro Support Team,

 

since two weeks I am using my GoPro Hero 7 Black with a lot of fun :-) 

BUT I am having a few problems which will be listed below:

 

  • Camera pre-view is freezing while not recording - Idle view (to have the possiblity to start a new video in the correct moment)
  • Sometimes the Camera is not starting at all - then I have to remove the battery to get the GoPro back alive - happend 2 times at all in this 2 weeks
  • During filming sometimes the camera is freezing - i would say during a filming session of 30 minutes it is freezing 2-5 times.

I've tried to solve the problem by myself with the following tasks:

 

  • I am using a certified and recommended micro sdhx Card (Sandisk Extreme 128 GB - SDSQXA1-128G-GN6MA)
  • I've formatted the SD Card with my GoPro itself and with my computer as well
  • I've manually updated the firmware up to 1.70, two times

 

What can i do to solve the problem? Can i organzie an exchange of the camera as this camera is brand new and not used a long time at all :-/

 

Many thanks in advance for your help. I hope we can find a fast solution at all. 

 

Best Regards,

Alexander Brun

GoPro
Posts: 12,024

Re: Hero 7 Black Freezing continously

Hi @spryboost45042

 

Thanks for trying to troubleshoot the issue.

See if turning Auto Low Light off will make a difference.

The option is found under Video Settings.

 

Let us know how it goes.

You may also reach out to our Support Team for assistance through https://gopro.com/help/ContactUs          

 

Thanks!

Ej

Tourist
Posts: 5

Re: Hero 7 Black Freezing continously

[ Edited ]

Hello @aragon1006 ,

 

thanks for your fast reply and your willing to help. I've already heart about this setting which could be set. 

But to be honest, normally it should be possible to use a function which is available at a camera. And if i understood this setting correctly,

it will be good to have this setting activated when there is not enough light around the picture.

 

Nevertheless i've disabled the function, but i have to test this. Today i've just done a few short videos without any issues.

BUT,  today the camera temperature was very high ! Especially around and on the lens the temperature of the camera was very high.

 

Regarding the support request, the last two days i would like to contact the support via chat, but the chat was closed the whole day :-/

Maybe you can open a ticket for me and this request :-) that would be great. Which opportunities do i have in that case? :)

 

I hope we'll find a comfortable solution for both sites :-)

Many thanks in advance.

 

Alexander Brun

GoPro
Posts: 12,024

Re: Hero 7 Black Freezing continously

Hi @spryboost45042

 

Thank you for all the feedback.

I will raise these to the team.

 

Thanks!

Ej

Tourist
Posts: 5

Re: Hero 7 Black Freezing continously

@aragon1006 

 

Many, many thanks :-)

That's exactly the support which I expect from a good company.

 

Really, thumbs up!!!!

 

 

Tourist
Posts: 5

Re: Hero 7 Black Freezing continously

@aragon1006 

 

Any news on this? :-)

Tourist
Posts: 5

Re: Hero 7 Black Freezing continously

@aragon1006 

 

Hello Aragon,

 

I've tried a few more videos and without the Auto Low Light Function the exposure is not that good. 

It looks very dark and veiled.

 

Do you have any news on the support case for me? I really want to use the camera more often and without

the possiblity of using the GoPro with all its functions I am not really happy with it. I just want to be honest here :-)

 

I would be pleased for a short reply.

 

Thanks in advance.

 

Regards,

Alex

Explorer
Posts: 12,771

Re: Hero 7 Black Freezing continously

Auto Low light is just a function for people who don't know that you need to use lower frame rates (24,25,30) in low light. High frame rates (50, 60, 100, 120, 200, 240) require a faster shutter. A faster shutter results in less light being able to be captured by the sensor (shorter exposure time).

While in theory, Auto Low light should help people to get better video in changing light conditions, it often confuses people as they think some other magic is happening to give better results in low light. Unfortunately, as Auto Low Light requires more processing to be done to analyse and adapt to conditions, it can potentially cause issues. Additionally, it causes confusion for the user when editing if they think that they have recorded in 60+fps but the camera has automatically reduced the frame rate to 30fps.

The comment, "It looks very dark and veiled" leads me to think that you were not using the proper settings and/or the situation was not ideal for use with an action camera. Keep in mind, you are using an action camera designed for action sports ideally being conducted during daylight hours with decent lighting. While the camera can be used in a variety of situations, it still remains an action camera with a small sensor (helps to reduce rolling shutter and stuttering in fast action) and an infinity focus lens. Low light is not ideal for a small shutter and infinity focus lens.

If you would like information on camera settings, you can see these post for more details.
HERO7 Black Manual https://gopro.com/content/dam/help/hero7-black/manuals/HERO7Black_UM_ENG_REVC.pdf

My breakdown of settings (with bonus links to free video editors) https://community.gopro.com/t5/Cameras/First-time-GoPro-user/m-p/309317#/M86974

Recommended SD cards https://gopro.com/help/articles/block/microSD-Card-Considerations

GoPro "Tools of the Trade" https://gopro.com/news/tags/tools-of-the-trade

Getting the Best Shot https://gopro.com/help/articles/block/how-to-get-the-best-shot-with-your-hero7-black

Blog by GoPro Media Creator Abe Kislevitz http://abekislevitz.com/?catid=11