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Tourist
Posts: 3

Re: Hero 7 Black Unresponsive, cannot turn off etc.

Hi all,
I am glad and not glad reading this as today I used mine for the first time and had exactly this??
It’s indeed way to expensive to have this issue!
GoPro
Posts: 11,446

Re: Hero 7 Black Unresponsive, cannot turn off etc.

Hi @foggymesa40234

 

Sorry for any troubles caused.

If you haven't already, please try re-flashing the software.

Please refer to this link and follow "Update your camera manually".

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

Hiker
Posts: 61

Re: Hero 7 Black Unresponsive, cannot turn off etc.

"Please re-flash firmware"...lol. Start counting how many times you receive this response from GoPro Support. This is one for you. I'm up to about 45. "Please re-flash firmware".

Sightseer
Posts: 1

Re: Hero 7 Black Unresponsive, cannot turn off etc.

Same problem here. Trouble shutting down even after manual update.

Realy frustrating. Last update if from Januari 2019. The should be an new udapte that can fix this issue.

GoPro
Posts: 11,446

Re: Hero 7 Black Unresponsive, cannot turn off etc.

Hi @henkk18

 

Please reach out to our Support Team to further check on this.

They are available by phone or chat through https://gopro.com/help/ContactUs
 

 

Thanks!
Ej

Tourist
Posts: 3

Re: Hero 7 Black Unresponsive, cannot turn off etc.

Same problem.

Yesterday I updated to last version firmware. Done factory reset. Tested with 3 mirco SD card and even without any card.

The problem persists.

 

Today I called the support service by phone. Waited 20 minutes the first time. 16 minutes the second. Nobody answered.

In the meantime I've also tried the live chat service. Non answers as well, only a static message: Hang on while we connect you to an agent.

 

Can someone from GoPro staff leave a comment about post sale service? 

I'm very disappointed.

 

 

GoPro
Posts: 11,446

Re: Hero 7 Black Unresponsive, cannot turn off etc.

Hi @bartravelli

 

Sorry if you are having troubles getting through.

If initiating a chat, try selecting US-English.

 

 

Thanks!
Ej

Tourist
Posts: 3

Re: Hero 7 Black Unresponsive, cannot turn off etc.

Thanks Aragorn1006 for your reply.

After a long wait I've started chatting. I described all in details and made some tests.

At the end I was required to provide a proof of purchase and a small video of the issue (yesterday at 13:00)

I found the document, filmed the issue and finally I followed the link provided to me to upload all (yesterday at 22:30)

The GoPro support link didn't work and showed me this nice message: This Support Case is now closed.

 

I don't fell good.