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Hiker
Posts: 61

Hero 7 Freezes - 2nd replacement

Starting a new thread so this post doesn't get lost on page 26 of some other post.

 

Just received another replacement and this is the 3rd camera in two months.The camera is experiencing the same freezing issue as MANY others have reported. It appears to be an issue with the accelerometer or the firmware controlling it. I can cause it to freeze at will.

 

https://vimeo.com/330263183

 

Please, GoPro, something has to be done about this. We all paid top dollar for best of the best action cam and we should not have to accept this malfunction. Your silence on this matter is deafening. What rights do we as consumers have when a company misrepresnts a product?

 

BEWARE!!! I bought mt Hero 7 in the trade-up program, meaning I traded in an old Hero 3+. And if I choose to ask for a refund I DO NOT get my Hero 3+ returned. It's gone, never to be seen again so I end up losing money if I insist on a refund. This can't be seen as acceptable business practice in any manner. 

Two month old Hero 7 Black, replaced twice SO FAR. Continues to freeze,seemingly from some accelerometer issue, or firmware. GoPro, TAKE NOTICE!!!!!!
Adventurer
Posts: 8,938

Re: Hero 7 Freezes - 2nd replacement

Watched your clip and I  tried to replicate your issue, whic I can not, you  did insert the card and that  you showed the crash.

 

I tried without and with a card.   exact settings. I  was going to record  me doing so.  but it did not lock up.  I agree  that gopro must get tehir act together stop all tehse isuses .   I get that video on youtube and let people know  and hope you resolve this issue. with GoPro.

 

FISH

Hiker
Posts: 61

Re: Hero 7 Freezes - 2nd replacement

It happens with or without a memory card.
Adventurer
Posts: 8,938

Re: Hero 7 Freezes - 2nd replacement

Do you  think it relates to the firmware as well?  you got the camera out of the box at FW 1.51  Maybe Ill do a comparison run your vid in the background duplicating  the same moves.   

Hiker
Posts: 61

Re: Hero 7 Freezes - 2nd replacement

Firmware out of the box is the current release; 1.70.

Adventurer
Posts: 8,938

Re: Hero 7 Freezes - 2nd replacement

So you got the latest and newest camera. Great.
Hiker
Posts: 61

Re: Hero 7 Freezes - 2nd replacement

Finally, hopefully, positive movement. Called GoPro and talked to Atilano. Updated my case by providing a link to the above video. He recognizes the freezing and said it should not freeze (duh) but if it's still recording then you're not losing any video. Seriously? If you can't tell if it's recording then what value does that statement have? So now instead of simply sending another replacement, he recognized continuing to replace them likely adds no value (duh). Next step he will provide 2nd level software support the video as evidence of the problem and promised a email/call back by end of today (good luck Tim).

Adventurer
Posts: 8,938

Re: Hero 7 Freezes - 2nd replacement

Tou may get it resolved Just May take more replacements. Or if GoPro is willing to set you up with a perfect working unit. And that is what you want