05-22-2019 10:00 AM
Its brand new and this is the second time ive used it underwater with the same result.
05-22-2019 10:18 AM
Sorry to hear about the trouble. I just want to verify and ensure that I understand the situation clearly, I have a few things to check with you.
- When did the issue started from happening?
- Do you get the same result with and without SD card inserted in the camera?
- Does the problem only happens when using the camera with the Mounting Frame? Does it happen with SuperSuit (if you have one used)?
- Does the issue only happens when using the camera underwater?
Hoping to hear back from you.
05-28-2019 06:01 PM - last edited on 05-31-2019 03:48 PM by aenriquez
The issue started happening pretty much as soon as I entered the water with the mounting frame. It happens without the frame as well, there is not static electricity that can possibly touch the screen or the body of the camera. Before this issue, the gopro has frozen on multiple occasions. This gopro freezing has been happening right out of the box. Since this issue with the changing of modes, I've had the gopro freeze on me numerous occasions, where the screen on the back stays stuck on the image the last thing the gopro has seen.
I've used the suggested memorycards, 3 different ones, all formated SanDisk extreme pro 64 GB cards. I've used it with GoPro OEM Batteries only. It was happening on the Firmware out of the box which was 1.64 if I remember correctly, and its been happening with the new Update 1.7.
This isnt happening everytime, but rather when it feels like it so im not able to further troubleshoot the issue which is why I've brought it to the attention of this forum. If I was not traveling out of the country for the next 2 months, i would have just returned it, but thats no longer possible. It was purchased 3 weeks ago off of amazon.
05-31-2019 04:09 PM
Thank you for the details, @hardyoasis1023. You previously mentioned that the mode changes when using the camera underwater, do you experience the same problem when Screen Lock is enabled? I personally experienced the camera's touch display being a bit sensitive than usual when using the camera underwater. Enabling the Screen Lock prevents this from happening -- the touch display doesn't really work well underwater anyways.
Freezing issue in a camera is usually an indicator the camera's software needs to be updated or there is potentially an issue with the microSD being used. Try removing the SD card and see if the camera still freezes up. If it no longer freezes, then the issue is likely stemming from the SD card. You can get the full list of microSD cards that are known to work well with GoPro cameras here.
It is also advisable to format the SD card before use. (NOTE: Reformatting the SD card will delete all data off of the card, so be sure that you save any videos or pictures you want to keep on your computer before reformatting the SD card.)
Reinstalling the firmware update of the camera can also help correct any errors with the current software installation. Follow the manual update instructions specified on this article: Software Update Instructions for HERO7 Cameras
If freezing issue on your camera continues, you can let our Support team know so they can assist you on the next steps. You may reach them by phone or chat through https://gopro.com/help/ContactUs.