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Tourist
Posts: 2

Hero 9 cannot turn off. Touch screen no button.

[ New ]

Hero 9

 

prepearation

  1. update to latest version via mobile APP
  2. remove and reinstall the battery
  3. remove the SD card

 

Issues:

  1. hold pressing power button = reboot
  2. hold pressing power & photo button = reboot
  3. there is no way to turn off the camera, unless removing battery
  4. screen only showing what's the camera is looking at, there is no button on the screen. 
  5. Touching the screen has nothing happen, no response
  6. can take photo or video via mobile app. 
  7. camera photo button cannot take photo
  8. camera power button cannot switch photo/video/etc.

 

Is there any way to reset the camera via mobile app??

 

Do i have to send it back for repair?

 

Regards,

Jasmine

 

Nomad
Posts: 466

Re: Hero 9 cannot turn off. Touch screen no button.

[ New ]

Voice command.

 

GOPRO - Turn off camera

GoPro
Posts: 20,529

Re: Hero 9 cannot turn off. Touch screen no button.

[ New ]

Hello, @jasminen28. The observed behaviors on your camera are not expected. We recommend doing a manual firmware update instead. The steps under Manual Update here will guide you. Let us know how it works out. Thanks!

Highlighted
Tourist
Posts: 2

Re: Hero 9 cannot turn off. Touch screen no button.

[ New ]
Hi Mariu,

I tried out the manual update but the situation remains the same. I’m waiting for a replied call regarding case # 09730452 since 20th May. I think I need to send it back for repair. How can I send it back?

Thanks
Jasmine
GoPro
Posts: 28,765

Re: Hero 9 cannot turn off. Touch screen no button.

[ New ]

Hi @jasminen28

 

GoPro does not have repair options only replacements.

We were able to check the case and see that Support has tried to reach out a couple of times but was not able to get through.

Please try logging a new request/case. 

https://gopro.com/help/ContactUs

 

Thanks!

Ej