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Hiker
Posts: 14
Accepted Solution

Hero4 Silver not recognised by comptuer

Searched for answers and tried a few fixes but the computer still does not recognise the camera or SD card.  The camera turns on normally and when it is plugged into a USB port (I tried all) the camera first shows that it is charging then it shows that it is connected to the computer.  The computer does recognize that something is connected but it cannot tell what it is (see further below).

 

The computer runs Windows 10 (64 bit).  I have updated it with the latest from MS as per one fix.

 

I updated the firmware as recommended by another fix.

 

I am able to access the SD card with a card reader so it is not a total loss.  However, I cannot use the Quik desktop app until the camera is recognised and there is no reason why a 4th gen camera and one that is a step down from the latest should not be recognized (simple bugs should be worked out by now).

 

I do not have another gopro cable or compatible cable to try.

 

So tried all that was suggested and still no go.  

 

More info on what the computer is telling me...

 

In the device manager, there is an error.  The camera is grouped as a 'portable device' and is called StillImage.  Details of the error message is "Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)".  Further information from the driver window is "Device USB\VID_2672&PID_000D\Cxxxxxxxxxxxxx requires further installation." (serial number blocked out with x's).  Tried running an automatic driver update but windows encountered an error.  Windows calls it "MTP Device" and notes that "a service installation section in this INF is invalid." then suggest to go to the manufacturer's website to look for driver software.  So perhaps the driver MS has is faulty?

 

Search for driver software has not turned up anything.

 

Is there a driver available that will solve the problem?


Accepted Solutions
Sightseer
Posts: 2

Re: Hero4 Silver not recognised by comptuer

Sightseer
Posts: 2

Re: Hero4 Silver not recognised by comptuer

After running the fix I posted earlier, I uninstalled QUIK, rebooted the PC, reinstalled QUIK and all is working.

View solution in original post


All Replies
Hiker
Posts: 14

Re: Hero4 Silver not recognised by comptuer

More info...windows reconises the camera in the list of connected devices but notes that the driver is unavailable (weird).  The options available are to change settings (does not fix the problem) and getting started with gopro by downloading software (did 'n done and still not recognised).

 

So it seems the driver is the culprit...hopefully gopro will have one available.

Hiker
Posts: 14

Re: Hero4 Silver not recognised by comptuer

Bumping to the top as a driver is needed.  Thanks

GoPro
Posts: 1,755

Re: Hero4 Silver not recognised by comptuer

Hey @snafube

 

I'm not sure what would be causing this, as most HERO4 cameras can be recognized by Quik no problem on the computer. Have you tried any other HERO4 cameras on that computer to see if they do the same thing, or have you tried that same camera on other computers? 

 

I understand you don't have another cable, though trying another could help. Have you tried using another port on the computer? And have you tried restarting your computer? 

 

Finally, is your camera fully up to date

Hiker
Posts: 14

Re: Hero4 Silver not recognised by comptuer

Hi Matt.

Thanks for the input.

I was contacted by support through email.

I do not have easy access to another camera and the problem may be solved before I can.

I could try the camera on another computer but it is a different OS.  So not sure if that would give me an idea on what is wrong.

I might have another cable from a canon camera to try.  It has the same end.

I have tried all ports.

Camera and computer are up to date.

Restarted both too.

 

So, it is a puzzle

 

Going to go through the troubleshooting provided by the helpdesk and see what happens.  I will post back

 

GoPro
Posts: 1,755

Re: Hero4 Silver not recognised by comptuer

Hi @snafube

 

I'm glad you're in touch with Support. Trying on a different computer, even with a different OS, could still be a good idea. It could rule out the cable, and if the computer with a different OS works then we'd know that it's more than likely an issue stemming from the computer rather than the camera. 

 

 

Hiker
Posts: 14

Re: Hero4 Silver not recognised by comptuer

Good point Matt.  It is definitely good to rule out items.  That computer is running win7 so it should still be supported.

 

I did try the camera at work (Windows 10).  Although I cannot perform driver updates on this computer, it has the latest updates to Win10.  The computer shows the same result; device manager shows the unknown device as 'stillimage' and needs the driver update.

 

 

GoPro
Posts: 1,755

Re: Hero4 Silver not recognised by comptuer

Hi @snafube

 

Interesting. And if you download the Quik Desktop App is the camera recognized at all there? 

 

I did find some information on how you should be able to reinstall the drivers. Please see below:

 

For Windows 10 (and Windows 7)

  • Click Start, type device manager in the Search box, then click Device Manager.
  • Expand Universal Serial Bus controllers. Right click a device (in this case the HERO5) and click Uninstall. 
  • Once complete, restart your computer. Your USB controllers will automatically install

Please let me know if that information helps!