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Tourist
Posts: 4

Hero 7 black freezing

I was on a recent trip to Australia and during snorkeling, gopro touch screen frozen and became non reactive. Also, it gets super hot while recording and freeze at its will. Battery was fully charged and showed 100% and after 5 minutes of usage it was showing 2%. Then after a restart it was back to 85%. Used different memory cards (XC 1 series) and original gopro batteries to avoid freezing during adventure shoot but didn't help. Had to wait for 30 minutes without batteries and card for it to start again. Lost lot of opportunities. I think it's a problem with the device. Need a replacement or refund. No canned answers please .
GoPro
Posts: 7,396

Re: Hero 7 black freezing

Hello @prashantg18831.  Sorry to hear about the trouble. It is odd that the battery charge dropped that much in a short period of time. This is definitely not an expected behavior, but this could be due to a number of factors. 

 

If a camera is freezing up, it is usually an indicator the camera's software needs to be updated or there is potentially an issue with the microSD being used. Were the SD cards that you tested among the recommended ones on this list? If yes, make sure that the camera is updated to the latest firmware following the steps under manual update here.  

 

If you have already gone through these steps, our Support team will be able to assist you further. They can be reached by phone or chat through https://gopro.com/help/ContactUs . When you contact them, have your camera information and the proof of purchase ready. 

 

Let us know how it works out. Thanks!

Tourist
Posts: 4

Re: Hero 7 black freezing

Sorry guys, but the memory cards are spot on and firmware I ensured to be updated prior to activity. Hence, my diagnosis circle it back to the device only. Also, it's a device bought in India and pleasE ensure to provide me a toll free contact number valid for India.

GoPro
Posts: 2,218

Re: Hero 7 black freezing

Thanks for the update, @prashantg18831. You can reach out to our Support team using the international numbers listed in this article: https://gopro.com/help/articles/Block/Telephone-Numbers

 

You may also reach them via Chat through here https://gopro.com/help/ContactUs. Operating hours are Mondays to Fridays, 8AM to 5PM GMT+00:00) Western European Time (Europe/Lisbon).

Tourist
Posts: 4

Re: Hero 7 black freezing

None of the India support numbers listed are valid.
GoPro
Posts: 8,427

Re: Hero 7 black freezing

Hi @prashantg18831

 

It should be working, we suggest calling them from  landline.

Alternatively, you can initiate a chat session. Try selecting US as the country, you should be able to get through.

 

Thanks!

Ej

 

Tourist
Posts: 4

Re: Hero 7 black freezing

Ok, let me try this and revert