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Tourist
Posts: 4
Accepted Solution

Hero4 screens not working

Got a hero 4 silver and today it just won’t turn on. Tried removing battery and had it plugged in the front screen went black but did nothing else. No rear screen activity no lights or anything. Connect it to the pc it recognises the camera but says the memory card is empty( I know it wasn’t yesterday). When I put battery in and put it on charge sometimes the ref light on front comes on for about 1 minute then goes off but won’t turn the camera on or do anything. Any ideas?

Accepted Solutions
GoPro
Posts: 7,976

Re: Hero4 screens not working

Hello @simond636

 

Glad to hear back from you. Great to know that the camera is working but the rear screen not working maybe more hardware- than software-related. We do not have repair centers and services so for issues like these, getting in touch with our Support team will be the path forward. 

 

Thanks, 
Marius

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All Replies
GoPro
Posts: 9,735

Re: Hero4 screens not working

 

Hi @simond636

 

Were you able to check the files on the SD card using an SD adapter?

 

To clarify, the camera (without the battery) was detected when it was connected to a computer. Is that correct? Have you tried turning it on with the same setup?

This could be an issue on the battery or the battery connector.

 

Kindly go over these steps to try to turn the camera on again: 

Please disconnect any BacPac accessories or cables from the camera and also remove the camera's battery and microSD card.  Then, follow these troubleshooting steps:

  1. Please reinsert the battery into the camera, then use the GoPro USB cable to connect your camera to a USB port directly on your computer or to a USB wall charger that outputs 5V and 1A.
  2. Once connected to a charging source, you should see a red LED light up on the front of your camera within no more than a couple of minutes.  If you do not see a red LED illuminate on the front of your camera within 1-2 minutes, please try using a different USB cable and USB port or charger.  If you are unable to get the front red LED to illuminate with multiple known-good charging sources, please let me know if you happen to see any of the other red LEDs light up anywhere on the camera.
  3. Once you have the front red LED lit up, firmly press and release the Power button, and camera should power ON. If you cannot get the camera to power ON with this battery, please try using another battery for this test if you happen to have one available to you.
  4. If your camera powers ON with a different battery, then it's likely that your other battery is very low on charge, or has perhaps reached the end of its life.  Follow step #6 for charging the battery that was able to power the camera ON.
  5. If do not have a secondary battery to try, please remove the battery in the camera and then connect the unit to your charging source (USB port directly on your computer, or 5V 1A wall charger). Although the red LED will not illuminate, try pressing the Power Button to see if the camera is able to power on. 
  6. Disconnect your camera from the USB cable and remove the battery (if present), then reinsert the battery into your camera once more, then follow our recommended charging procedure

Let us know how it goes.

 

Thanks!
Ej

 

 

 

 

 

 

Tourist
Posts: 4

Re: Hero4 screens not working

I’ve tried the above as I found that info on the go pro site and it still didn’t work. When it’s plugged into the pc it’s detected as a camera the pc beeps to say something has beeen connected but nothing comes on the camera I noticed last night that the rear screen does actually change colour/tone but doesn’t show anything when plugged into a usb outlet without the battery connected the front screen just flashes 2 black spots but does nothing else and does not stay on. The rear screen stays slightly illuminated/coloured but does not change until it’s unplugged.
GoPro
Posts: 7,976

Re: Hero4 screens not working

Hello @simond636

 

Are you using Quik for desktop on your computer? Which version is it that you have? What happens when you insert the SD card directly to your computer via SD card adapter? Is it recognized by Quik?

 

With the camera on its own (battery in and charged, SD card in), do you still get the two black spots on the front screen when the camera is powered on? If it displays information about the camera, see if manually updating the firmware will help clear the issue. You can follow instructions below as guide: 

  1. Go to the HERO4 update page.
  2. Under "Other ways to update" at the base of the page, click "Update your camera manually."
  3. Enter your Serial Number and other requested information, click Next Step.
  4. Click "Download Update."
  5. Click "Click here to download firmware."
  6. Follow the steps on the screen for detailed instructions for your operating system.

Make sure that your camera is fully charged and that the SD card is formatted prior to updating. If the issue persists, it would be best to contact our Support team here https://gopro.com/help/ContactUs for further assistance. Alternatively, you can reach out to the seller for a possible exchange, and for a faster turn around time. 

 

Thanks, 
Marius

Tourist
Posts: 4

Re: Hero4 screens not working

After leaving the camera plugged into the usb outlet overnight the front display now comes on when you power up the camera. The rear screen can be turned on and off but nothing shows on it it just vaguely lights up/ changes tone. No other buttons on the camera do anything though. It’s running version 5.0 which was updated a few week back. Is there a way to reset the camera to factory settings without having any button use? Like holding buttons whilst doing something else to see if that works?
GoPro
Posts: 7,976

Re: Hero4 screens not working

There would be no way to do that, @simond636. If this is the case with the camera, the best path forward is to engage our Support team. If you contact them through https://gopro.com/help/ContactUs , they will be able to help. Thanks!

Tourist
Posts: 4

Re: Hero4 screens not working

Just an update.. took the memory card out and had all the files still on it. Saved those to the laptop drive and formatted the sd card. Put it back in the go pro and bobs your uncle it works but the rear screen just flashes strange lines/shapes but does not work. The camera works as it should and can see the image on my phone through the go pro app. Can the rear screens be replaced do you know? Or would it not be worth doing? I have no idea what the problem with the camera was or still is! Stupid thing thanks guys for the help!
GoPro
Posts: 7,976

Re: Hero4 screens not working

Hello @simond636

 

Glad to hear back from you. Great to know that the camera is working but the rear screen not working maybe more hardware- than software-related. We do not have repair centers and services so for issues like these, getting in touch with our Support team will be the path forward. 

 

Thanks, 
Marius