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Tourist
Posts: 2

Hero7 black does not power off always

Current software is V1.61, wifi is not enabled, voice activation is not enabled, shooting 1080p/25fps/wide, Sandisk Extreme SDXC 64GB. Randomly the camera fails to shut down when I hold the Mode button for 3s even though the status light has flashed multiple times and the speaker has beeped 3 times. When this happens the screen goes black, there is nothing in the LCD screen either and there is no indication that the camera software/hardware is still running but it is.

 

You never know when this is going to happen but if you go to use the camera again for another shot or video you can feel that the camera has never shut down properly because it is warm, it can be warm 30 minutes or even a hour after you last used it so it is not stored heat from the previous shooting session. It is warm because the software/hardware is not shutting down properly.

 

When this happens and you go to use the camera again two things can occur, either the camera does power up again but you will see that the battery has gone down, (it goes down proportionally to how long it has been running without powering off properly e.g. I might have powered off at 50% but then when I go to use it again an hour later now it's at 30%) OR even worse it fails to power up again from this undesirable state. When this happens you can push the mode button for as long as you like but it will not power up again. The only way to get it to power up is to open the battery compartment remove the battery and then reinsert it and then push the mode button and it powers up.

 

This kind of fundamental power management issue is so disappointing in a $550 camera.

 

Is anyone else experiencing this issue?

 

thanks Andrew

 

GoPro
Posts: 4,071

Re: Hero7 black does not power off always

 

Hi @andrewt2851,

 

it would be best to reset the camera to factory settings. 

After that make sure to turn off voice command and Wireless Connection before turning off the camera. 

 

Regards,

-Jay 

Hiker
Posts: 13

Re: Hero7 black does not power off always

I am experiencing this issue to.

Nothing works to solve this random problem..
I have reset and factory, but Nothing Help..
GoPro
Posts: 4,071

Re: Hero7 black does not power off always

 

Hi @lund30,

 

Sorry to know that. 

May I know if you already tried updating the camera manually?

 

You can try to do that and let us know if issue still persist.

You can check this website for the complete steps: https://gopro.com/help/articles/how_to/software-update-instructions-for-hero7-cameras

 

Regards,

-Jay 

Sightseer
Posts: 1

Re: Hero7 black does not power off always

I have tried every solution that has ever been posted about this issue. I cannot believe that a real fix has not been issued by GoPro. From a company stand point this should be a top priority to correct. I want to love this camera but this battery issue absolutely kills any good feeling I have. I am so disappointed in this product!
GoPro
Posts: 4,071

Re: Hero7 black does not power off always

 

Hi @dontech,

 

Sorry for the inconvenience.

 

 

Since you already did those troubleshooting steps you may contact our customer support team via phone or chat for assistance. 

https://gopro.com/help/ContactUs

 

Thanks,

-Jay

Tourist
Posts: 2

Re: Hero7 black does not power off always

The camera was on factory settings after it was manually (using the SDCard method) updated it went through several power up/down cycles during the firmware update and was also powered up and down several times subsequently on factory settings with wifi and voice activation disabled. As per my post I am using the camera with both of these always disabled. So powering down the camera with factory defaults set has been done several times.

 

However if you are suggesting that I need to return the camera to factory settings before powering down the camera every time I want to power down the camera that would be a ridiculous scenario to expect your customers to go through. The whole point of an action camera is that it is ready for the action when you turn it on, I don't want to have to change the settings before I can shoot with it each time I turn it on. If you are suggesting this you are basically inferring that the camera is not fit for purpose.

 

regards Andrew

Explorer
Posts: 12,208

Re: Hero7 black does not power off always

No, the suggestion is to do a factory reset (Preferences>Reset>Factory Reset)