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Nomad
Posts: 186

Hero 7 Disappointment Finally Happened

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This is a separate finale post to my GoPro history and a further summation to my post over at:
https://community.gopro.com/t5/Cameras/Hero-7-Stops-Recording-11-48-quot-quot-after-quot-Ver-1-80/m-...

 

HISTORY  -  If you've read several of my historical posts you find that I had a terrible history with Hero 5 and Hero 6 cameras and eventually returned them to Best Buy for full refunds after lock ups, shut downs, recording stops, overheating, etc.  When the Hero 7 came out, I figured that all the historical issues with the 5 and 6 had been resolved and thus made my purchase reluctantly but knowing that I'd just run it through the mill with work and any failures would result in an immediate return for full refund.

 

HERO 7  -  From the get go my Hero 7 was amazing.  I mean sure a lock up here or there but generally, an awesome camera.  The stabalization amazing, the quality of the image truely unbelievable and literally "all systems go," even through multiple firmware updates; that is, until Version 1.80.  YIKES !!  Immediately, the camera began stop recording at 11 mins and 48 secs.  if you read the thread link above, there's more detail, but generally every start resulted in a 11'48" recording except occassionally it would go 20 or so mins.

 

From the thread above you will find that I learned from @danielr15 that resetting the micro SD cards might resolve that matter and accordingly from the post above, you will find that I ran tests using GoPro approved cards and non-approved cards, and @danielr15 was right, resetting (formatting) the card before every shoot, seemed to resolve the problem.  Even ran 4 different configurations of batteries and cards and each one stopped only when the battery died at 1 hour 9 mins to 1 hour 14 minutes (that's some serious consistency on battery life; although quite poor in my personal opinion).

 

YESTERDAY & TODAY  -  I had two very important recordings to make of speakers who would only allow recordings of them anonymously on a sensitive subject where I could only visit the camra once during the shoot and could not be near it.  Both recordings following the procedures I outlined above and in the link above, the camera stopped recording "ON ITS' OWN" at less than 15 minutes and for the first one I visted the camera 3 times (although I had been warned ahead of time against doing so) and thus, my "perfect video" opportunity exited without a complete recording, and thus had to be destroyed as part of the agreement "all-or-none" with an inconspicuous camera.

 

EXPERIENCE  -  Having been a Professional Producer with almost 2,000 productions to my name, I have owned 9 Canon video cameras (pro & consumer), 6 DSLR Canon's that I filmed video, 2 Sony video and 3 DSLR that I filmed video (pro & consumer), and 8 Panasonic video cameras (pro & consumer), and NOT ONE of them ever stopped fliming, locked up, overheated, or shutdown on their own without the problem being a spent battery or full SD card or ended mini DV tape.  Also, I've never had a video FAILURE . . ever due to one of my cameras . . EVER till my experience with GoPro !!  Even my two cheap Canon HF R800's that I paid hardly over $200 have never failed.  Most of these cameras all had firmware updates and often unmanned.

 

RESULT  -  I am so disappointed.  I was sure that the Hero 7 was going to be my only small camera and was going to replace the small hardware cameras and had even planned on a 6 to 8 camera setup including a rig we were planning out and . . . well, none of that will be happening.  

 

THOUGHTS  -  I will sell this GoPro Hero 7 and have told everyone I know the issues I'm having and that if GoPro could actually get someone to design their firmware to work right and get the battery to last longer, this might be a viable camera.  Otherwise, it's a toy like most of the videos reveal.  I can't say that I've gotten my money out of the camera as of yet, but if I can get a couple hundred out of this one (or more since I have a slew of hardware going with it) I'll definitely break even.  BTW all, there's new hardware coming down the pike and from all I read from actual users . . THEY WORK and DON'T FAIL !!


Accepted Solutions
Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened UPDATED

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This will be my last post on this matter.  As recommended I did finally contact support and after several phone calls, inventory check on what equipment I use with the GPH7 that this post was about, GoPro Support agreed to replace free of charge my Hero 7 since I still had about 2 months left on my warranty.

 

Thank You GoPro for this solution to my defunct Hero 7.  The new unit arrived and I have tested it out thoroughly and while it is definitely operating as was my Hero 7 before it went south on me (after the firmware update I mentioned at the start of this post), the unit still has the sort of "uneasy" quirky operation which will preclude me from using the camera for professional use.  I was going to keep it and use if for personal applications since I have the remote and other support hardware, but I have decided that after tallying the path I've been through, I'm moving on.  I have found another solution to the action camera side of my market that works amazing and it's not only a major brand but it's less expensive and just today I ordered their "smart phone" gimbal which is not only the most portable unit I've seen but the most features for a gimbal and seemingly Apple designed friendly (I'm a big fan of Apple stuff).

In closing, I thank all for the enormous help in getting my camera problem solved and a really big shout out to GoPro for solving this directly, promptly, and completely.  THANK YOU GoPro SUPPORT !!!  And especially KATE @ GoPro SUPPORT !!!!!

View solution in original post


All Replies
Explorer
Posts: 13,046

Re: Hero 7 Disappointment Finally Happened

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Sorry to hear about your experience.
Adventurer
Posts: 13,903

Re: Hero 7 Disappointment Finally Happened

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Professional grade, it's not. back up camera? did you not have going?

 

GP-1 chip hero 6 and Hero 7, now will you get a Hero 8 gp-2 chip to repeat the same thing we all are.

Hiker
Posts: 122

Re: Hero 7 Disappointment Finally Happened

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The worst part is the deafening silence from Gopro.
Adventurer
Posts: 13,903

Re: Hero 7 Disappointment Finally Happened

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My card is stuck they say call gopro.

I got a blank screen they say call gopro

I got a freezing issue  they say reflash

I like linear in 4k they say we will pass to the team'

 

ALL they   we'll tag, contact, pass along,  that says this is just A Forum to talk about and they will read and monitor  to note and go from tehre with the issues that come in but they can not  return  here is what we found,, against proticol I guess

Explorer
Posts: 13,046

Re: Hero 7 Disappointment Finally Happened

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@bwx232
Have you reached out to GoPro?

@fishycomics
"gp-2 chip to repeat the same thing we all are."
I'm not having issues with my HERO6 or HERO7 and neither is my son, my neighbor, my brother in law, my surf buddies, my mountain biking friends, my co-workers....

I'm not saying that some people don't have issues with their camera, but your all inclusive, "we all are" is a bit much. You have a pretty good idea about how much I use my cameras, so I definitely think I give them more than casual use.

@fishycomics
So, are you inferring that you won't get the HERO8, GoPro Max, or whatever else they release? I'm pretty sure I'm getting the Max, but maybe not the HERO8. The HERO6 & HERO7 Black have been such awesome cameras for me, I'm just not feeling the itch to upgrade. Again, my bet is you will have one before me (Like with the HERO7 Black).

Take it easy on the GoPro mods. You know as well as I do that this is supposed to be a community forum for member to member discussion about cameras, mounts, and software. Although it's turned into more of a come and air your grievances, the spirit of it's inception was to be a place to share ideas, tips, and tricks for using the cameras, mounts, and software. The GoPro mods main job is to moderate and help facilitate helpful and good spirited conversations. This forum isn't designed for announcements and direct customer support. That's what the GoPro "Contact Us" page is for.

There are plenty of other open forums, which I know you are a part of, where you can go to vent your negative frustrations and thoughts. Let's try to keep the assistance and communication here as positive as we can.
Adventurer
Posts: 13,903

Re: Hero 7 Disappointment Finally Happened

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@danielr15    As any product simple answers win.

 

Yes I will be getting an Hero 8, I got a DJI and returned , another story, another day. its compared to a Yi action camera not a gopro, and that are my thoughts, many compare the Insta 360 go to the gopro hero 7 , wish you luck on that. that  said.

 

I have no issues as well but this is onlly a fraction of the people that  come on with issues, some simply come on and say, my camera failed today because, and that becomes a issue . even because a promic goes out of stock that becomes an issue, a brown box that becomes an issue, heck pressing the Mode on/off after quick capture for 3 seconds creates an issue.

 

 no one knew that was a pro tip.  what is a protip people not reading their manuals.

 

COFFEE time

 

  SImon episode yadda yadda yadda

GoPro
Posts: 19,815

Re: Hero 7 Disappointment Finally Happened

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Hello @drdimento. I understand that no apologies can bring back the video recording that you lost, and the opportunity that was missed. We hope that such events will not happen again. The Hub offers recommendations, tips and tricks, workarounds, and proven solutions from experienced users like @danielr15 and @fishycomics. However, if the camera still exhibits the same issue even after going through the suggested solutions, there is a high chance that the camera is defective. A replacement may be necessary to resolve the issue. 

 

Have you been able to contact Support regarding this matter? If you haven't yet, connect with them by phone or chat through https://gopro.com/help/ContactUs . They will help you with the next steps. You may also direct them to this thread for reference on what you have already tried out. 

 

 

GoPro
Posts: 19,815

Re: Hero 7 Disappointment Finally Happened

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Hello @bwx232. If you are still experiencing the same issue with your camera even after updating to the latest firmware, please let our Support team know so they can assist you further. Their contact information is at https://gopro.com/help/ContactUs . Best regards!

Explorer
Posts: 13,046

Re: Hero 7 Disappointment Finally Happened

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@fishycomics
I watched your videos regarding Osmo Action, HERO7 Black and the Yi. Informative and useful.

I already have the Fusion and really like it, and I'm sure GoPro has made some significant improvement, so I'm looking forward to it.

The only people comparing insta 360 to HERO7 are the people working for Insta 360. It's a nice camera, but it's a long way from HERO7 Black quality.
Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened

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@fishycomics wrote:

Professional grade, it's not. back up camera? did you not have going?

 

GP-1 chip hero 6 and Hero 7, now will you get a Hero 8 gp-2 chip to repeat the same thing we all are.


No back up camera allowed, in fact, no camera was permitted except this one inconspiuous camera and the video was only permitted if it had been in its' entirity.  After the steam cooled this morning, I did completely factory reset the unit and went though the set-up with app link.  I'll see how it goes and repost the results.  In the meantime, unfortunately I won't be relying on the camera again as my only source and will reprint my literature removing the GoPro label and use it only as an alternate B roll; that is, today ordering the H7's B roll replacement, another Canon, this time a mirrorless.

Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened

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@mariustanya wrote:

Hello @drdimento. I understand that no apologies can bring back the video recording that you lost, and the opportunity that was missed. We hope that such events will not happen again. The Hub offers recommendations, tips and tricks, workarounds, and proven solutions from experienced users like @danielr15 and @fishycomics. However, if the camera still exhibits the same issue even after going through the suggested solutions, there is a high chance that the camera is defective. A replacement may be necessary to resolve the issue. 

 

Have you been able to contact Support regarding this matter? If you haven't yet, connect with them by phone or chat through https://gopro.com/help/ContactUs . They will help you with the next steps. You may also direct them to this thread for reference on what you have already tried out. 

 

 


Thank you so kindly for reaching out to me, that means a lot.  Thank you.  It's not the first time I've been disappointed, just the first time I was embarrassed that I hadn't prepared myself for 100% backup, but again with the inconspicuous nature of this particular assignment, my current aresnal wouldn't have been approved without the GoPro.  I have learned, had I had a small mirrorless, I would more than likely been approved.  Resolving that today.

 

As of this writing, I still haven't contacted the link you so kindly provided; however, being the scientist I am and gads of professional video experience, when the problem occurred the same week of the shoot, I just didn't have time for back and forth solutions. TODAY I factory resent the unit, connected the app, and will run some tests to see if it either locks or stops recording as with the problem.

 

This has been my B Roll cam for broadcast work and/or behind the scenes stationary, interview alternate behind the scenes, or vlog work for collegues or internal training adventures.  This was my first run using the Hero 7 as the A camera and only used it as I had no other camera that would have been approved (no cameras allowed) even though it was a public forum.

 

So, we'll see how it goes.  I have gads of people watching me and hopeful that I can at least use the camera for alternate interviews B roll.

 

BTW, "Yes" @danielr15 is an amazing help and has literally been a true GoPro Pal and appreciate his experienced input and guidance.  Just as thought, I almost managed to get on a national circuit with what I'm working on here and had that happened, there would have been a lot of GoPro exposure.  Not finished yet.  I just wished I could get more than an hour out of the battery.  :-) Thanks again for your response.

Adventurer
Posts: 13,903

Re: Hero 7 Disappointment Finally Happened

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@danielr15  went out @drdimento  and sure enough Failure with the promic on using  the wake up,  can we rely on it, sure can when you are  watching it, but when you walk away, you never know what can happen, why when we drive we Pay attention then to simply go asleep and let the drivereless system ride ya...

 

serious   revert back and test out best advice one can give.

 

Why then  the CBS show  never has an issue  when they film woith the GoPro hero 7 blacks on their Shoots. hmmmmmm

 

hope all gets fixed and you can trust hte camera again it is An Action camera we do it all on it.

 

@danielr15  I said before man the Fusion can be the  one to have, capturing offscreen shots., just to big for my needs.

 

@drdimento  use a powersource for longer clips like a bluenook  a simple powerbank you be happier wit hthe run time, gopro hero 6 is a better camera with longer run times 2 hours, while the Hero 7 uses a lot of  horse power  with  hypersmooth.

 

All gopro has to do is dump the 4.4 1400 mah and put a 3.7 5000mah in and  be have  a better camera

Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened

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@fishycomics so all I have to do is use an external battery with a usb plug on one end like I use on my phones? Which usb apt on the go pro? The wide one or the fat narrow one? Also, which USB port to plug an external mic into?
Adventurer
Posts: 13,903

Re: Hero 7 Disappointment Finally Happened

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Enjoy the videos and music you love, upload original content, and share it all with friends, family, and the world on YouTube.
Hiker
Posts: 122

Re: Hero 7 Disappointment Finally Happened

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I have never taken battery out for recording and almost always use a power bank on my bike.

Just do not use a fully charged battery and it works fine.

 

I even ran a 24+ hour time lapse in 20F degree weather unattended on a USB charger with battery in so it is definitely not necessary to take battery out when you use external power.

 

Also if there is any momentary disconnect with sloppy fitting USB cables, you'll likely lose entire video file and all videos after that when cam is off until you check it again which is not acceptable. I'll keep battery in.

 

 

Hiker
Posts: 122

Re: Hero 7 Disappointment Finally Happened

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I have not contaced support yet. I only had that one glitch, and hypersmooth is no longer working as well as it did in previeous firmware, and have not had a failure to record yet in 1.80.. still testing.

 

Not going to be happy without the Gopro to record my motorcycle rides. I do not really want to send it back for repair or replacement and be without it for several days/ weeks, or whatever.  Do not want to go without a 4k cam (pics up more detail) in case someone cuts me off and causes accident. Seems as soon as Gopro stops recording or I have no camera is when crazy stuff happens.

Nomad
Posts: 71

Re: Hero 7 Disappointment Finally Happened

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hmm sounds like a isolated issue.

I just had mine out on a Kayak for 8 hours straight using an external power supply and I do pull the batteries, never had an issue with the USB cables working out on their own.  Both are on the latest firmware and they have been super reliable and the audio is synced perfectly now and the hypersmooth seems the same to me but I don't do fast action, just kayak movement.

Hiker
Posts: 47

Re: Hero 7 Disappointment Finally Happened

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Ing


@danielr15 wrote:
Sorry to hear about your experience.

 

 

Odd.  Those are the exact words GoPro support employees uses with all of their replies.

 

So how long have you been employed by GoPro Daniel?

 

 

Explorer
Posts: 13,046

Re: Hero 7 Disappointment Finally Happened

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@jb075 

LOL, that's quite a jump.  I'd be more than happy to accept the employee discount on cameras, but my regular job keeps me pretty busy and my wife wouldn't be too keen on moving.  Nice try at that conspiracy theory though.  You should just stick with the Flat Earth.

Adventurer
Posts: 13,903

Re: Hero 7 Disappointment Finally Happened

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so you think the Repair  file fails to work then?  DJI  was not smart thy simply do not tell you the file is repairing if power was lost, it does it.

 

so if GoPro lifted the   batteyr  to usb charge issuewe be happier.  Hope hte Hero 8 has it. my cheap Keychain camera has it external powersource,

Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened

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@mariustanya wrote:

...... Have you been able to contact Support regarding this matter? If you haven't yet, connect with them by phone or chat through https://gopro.com/help/ContactUs . They will help you with the next steps. You may also direct them to this thread for reference on what you have already tried out. 


Further to my recent posts on this problem, I have Factory Reset the device and have used only GoPro batteries and Approved SanDisk cards, and Reset (formatted) the card after inserting it into the camera.  The first recording worked great and actually recorded over 100 mins continuously.  From after formatting in the camera forward the camera has not functioned properly.  In fact, it now stops at 11 mins and 48 secs (at the end of the 4GB file) or less and after stopping the record either shuts itself off or sets there waiting for up to 20 mins then automatically on its' own start recording again and stops short of the 11 mins 48 secs only to repeat the process or just completely shut off with 38 to 68 percent of the battery still remaining.

 

Is there an email address I can send the problem and what I've done to resolve the matter?  I have typed it all up completely and after reviewing then someone can contact me, a link/address which I will not post?  You can PM me the email address or a place where I can post it for Tech Support so I don't have to keep reviewing this over and over but just point to what I had tried and the result thereof.

 

I've had to purchase a mirrorless from Canon to film the second largest shoot of mine for this year, in which I was going to purchase one or two more GoPro's to maximize angle, although the one camera with zoom lens will allow me to avoid the multiple angles.  I so wanted this concept to work.  I even purchased extra hardware for this application for the GoPro's, which results in a neat set up, well would have been.

 

So, Thank You in advance for you kind help and all I want to do at this point is get the camera over this hump and working right again, although I will not use the H7 for other than hobby applications or as a gift to one of my many younger media fans.

Adventurer
Posts: 13,903

Re: Hero 7 Disappointment Finally Happened

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WIthout Insult:

 

1 or 100 camera's this company or another .  "You"  must reach out to GoPro at the Contact us page.  I am not a Person to Chat for an hour for three sentences, I am a Person that picks a phone up and  within 5 minutes and on-line I transfer it over and say   thank you I'll look for the reply in 2 to 3 business days and call back...

 

GoPro email address is @GoPro.com  tyou must know the contact person you want and gopro does not accept public emails , only and ONLY with a case Number, then the email is open to discuss back and fourth privatly. 

 

Old school seems to gone out the door.  

 

SD card is it on the Ex-Fat 32 sys.  Alot can be said but rather  add fuel to the fire. Keep us posted on your Outcome the camera is not a Year old  (U.S.A.) 1 year, unless plus pkg extended warranty, over seas 1 to 2 year.   

 

It is not hard to ask   Hey GoPro can I get a replacement, camera fails to work,  They say Sure, no problem. 3 weeks later, We'll hear same issue,  or WOW thank you gopro you are the best.  of ANY Company.

GoPro
Posts: 19,815

Re: Hero 7 Disappointment Finally Happened

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Hi, @drdimento. Sorry, we do not have email Support anymore. It would be best to either call Support or chat with one of the representatives through this link https://gopro.com/help/ContactUs .

Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened

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@mariustanya wrote:

Hi, @drdimento. Sorry, we do not have email Support anymore. It would be best to either call Support or chat with one of the representatives through this link https://gopro.com/help/ContactUs .


Ok.  Thank you.  I am refining the list and also, just thought of something else and am trying that (so far successfully).  I'm big on experimentation, so with me, my last option is always the official "support" system.  Reason?  It's the former scientist in me.  I used to make obserations and make conclusions based on what I observed and therein make changes.  It was this inquisitive nature coupled with perserverance that led to my invention and thus perhaps leading me to a solution.  Although, I still will contact support if these last measures  I'm trying don't work.  Thanks again.

 

Oh, I will eventually report back the finality of it all. :-) 

Hiker
Posts: 122

Re: Hero 7 Disappointment Finally Happened

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Well I finally got a mic adapter and the first time I tested it out, the gopro Hero7 black kept freezing while recording, displating solid leds, with black screen. Using USB power bank with it too, with the correct type of cord.

 

These cams are ridiculous! They are so prone to NOT recording or to stop recording or freezing, you can't count on them at all.

 

Check 12:00 in this vid to see the state it was in after locking up. Also was only using cam for about 35 minutes or so on a 70 degree (F) night on a motorcycle so no way it should overheat.  

 

At least when it works the adpater gave me good results.

 

https://youtu.be/GjPJutKC3n4?t=11m53s

It sounds better than anything I've tried yet! Unfortunately this setup causes my GoPro to constantly freeze and lock up. Check vid at 12:00 (after ride) for...
GoPro
Posts: 27,179

Re: Hero 7 Disappointment Finally Happened

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Hi @bwx232

 

If you continue to get issues, please let our Support Team help you move forward with this concern.

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

 

Thanks!
Ej

Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened

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@aragon1006 wrote:

Hi @bwx232

 

If you continue to get issues, please let our Support Team help you move forward with this concern.

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

 

Thanks!
Ej


Thanks @aragon1006  -- Actually I have contacted support and we are in discussions about a replacement of the hardware with a unit that is new and factory tested by a technician to insure there aren't any issues with it.  I am waiting for the official notice after having sent in the purchase receipt.  Thanks for the recommendation.

Nomad
Posts: 186

Re: Hero 7 Disappointment Finally Happened UPDATED

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This will be my last post on this matter.  As recommended I did finally contact support and after several phone calls, inventory check on what equipment I use with the GPH7 that this post was about, GoPro Support agreed to replace free of charge my Hero 7 since I still had about 2 months left on my warranty.

 

Thank You GoPro for this solution to my defunct Hero 7.  The new unit arrived and I have tested it out thoroughly and while it is definitely operating as was my Hero 7 before it went south on me (after the firmware update I mentioned at the start of this post), the unit still has the sort of "uneasy" quirky operation which will preclude me from using the camera for professional use.  I was going to keep it and use if for personal applications since I have the remote and other support hardware, but I have decided that after tallying the path I've been through, I'm moving on.  I have found another solution to the action camera side of my market that works amazing and it's not only a major brand but it's less expensive and just today I ordered their "smart phone" gimbal which is not only the most portable unit I've seen but the most features for a gimbal and seemingly Apple designed friendly (I'm a big fan of Apple stuff).

In closing, I thank all for the enormous help in getting my camera problem solved and a really big shout out to GoPro for solving this directly, promptly, and completely.  THANK YOU GoPro SUPPORT !!!  And especially KATE @ GoPro SUPPORT !!!!!