Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see if it is on our Update page.
Cameras
Reply
Hiker
Posts: 9

Hero9 Black Batteries show 94% on FULL charge

[ New ]

I have the new Hero9 which came with a battery and also bought the dual charger with comes with an additional battery.

 

When fully charged (Green lit) and insert either battery into the camera... it only displays as 94% charged!

 

Any ideas... surely there cant be a fault with two new batteries?

 

GoPro
Posts: 30,946

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Hi @sanj23

 

If you haven't yet, please proceed with a manual update.https://gopro.com/en/us/update/hero9-black

Once done, reset the camera. Go to Preferences> Reset> Factory Reset

 

Let us know how it goes.

 

Thanks!

Ej

Hiker
Posts: 9

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]
Firmware up to date and did a factory reset... same problem but this time 95% (weird!). Battery is fully charged over night and LED is Green.
GoPro
Posts: 30,946

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Hello @sanj23

 

We'll have this shared with the team.

Can you please check the charging output of the adapter used?

Can you also help us with the brand, model, and capacity of the SD card?

 

 

Thanks!

Ej

 

Hiker
Posts: 9

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

I am plugging the USB-C cable/dualcharger into a 30W Anker fast charger plug and have also tested it via a 5V (2.4A Max) wall USB charging point.

 

I am using a Lexar 1000x 128GB (10) Micro SD Card (which is approved by GoPro)

 

I have tried charging the battery directly in the camera and not via the Dual Charger and still the problem persists.

 

Bit annoyed to be honest spent almost £400 on my new gopro hero9, Sleeve and lanyard, and dual charger!!!

 

Customer service is dead slow to respond and the Chat service doenst work! Had a guy called Ian call me yesterday and sent him some photos... but I am yet to hear back!

 

I should have bought from a third party seller... at least the exchange/refunds process would have been quicker!

 

Not happy at ALL!

Hiker
Posts: 9

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

I have even done a manual firmware update. 

 

Running out of ideas!

Spoiler
Robot Mad
GoPro
Posts: 30,946

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Hi @sanj23

 

Sorry for the delay in getting back to you.

This has been reported to the team.

We'll post back once an update has been made.

 

Thanks!

Ej

GoPro
Posts: 30,946

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Hello @sanj23

 

Just following up with you on this issue.

Are you getting the battery to charge to 100% after a few cycles?

 

if it's still the same, can you please try fully draining the batteries then charge one on the camera and the other on the dual battery charger.

Once charged, let us know what percentage you get.

 

Thanks!

Ej

Nomad
Posts: 190

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Mam ten sam problem. Podwójna ładowarka ładuje do 98% Czy w końcu ktoś potrafi zaradzić w tej kwestii?

Hiker
Posts: 25

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

I have same problem using supercharger and dual adapter !!!!!! no solution by gopro

GoPro
Posts: 15,698

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

@guido64-milano, we've shared the details of this particular issue to the team in charge. We'll post updates once new information is available. We appreciate your patience.

Hiker
Posts: 9

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]
I'll be totally honest. I am very disappointed with the new Hero9 and the customer service to date. I ended up returning my entire order (camera and accessories) for a full refund (inc. Subscription that was purchased with camera)... due to batteries not fully charging. Gopro blamed it on my camera settings but it was the exact configuration as my Hero8 (which I had no issues with). They then suggested replacing the camera unit itself... but advised that it would be deducted from my 2 replacement guarantee, which I was not happy about hence the request for a full refund. This is so that I could then place a fresh order and hope the problem doesn't repeat and it was just a one-off fault.

Gopro partially refunded me to my annoyance and still to date have not refunded me for the subscription. I was advised by the agents that this will take time and said I could place a new order for a new hero9 (with subscription) whilst I awaited the refund for the first subscription. I had reservations about this as I would then have paid for 2 subscriptions.

To my horror, i received an email after payment was taken for the second subscription and gopro have now cancelled both subscriptions (not sure why they have cancelled the second one!!!!) and yet to refund my initial subscription. Therefore now robbing me of £99.98 (2x £49.99)

Getting hold of customer services has become even more difficult now that they have cancelled both subscriptions. I will try again on Monday as support is unavailable for non-subscribers on weekends.

If there is no resolve i will have no choice but to dispute this with American express and get my money back another way!

Shame on you Gopro... I hope this gets escalated as a formal complaint. We are in week 4 and still in the same mess!
Hiker
Posts: 9

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]
... oh and totally forgot to say. After getting a brand new camera, new batteries and dual charger... the problem of 94% charging STILL exists! What a waste of everyone time and expense!
Backpacker
Posts: 1,179

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

@aenriquez @aragon1006 @sanj23 

 

to summarize my reproduceable tests:

in dual charger:

- wall normal charger USB --- 95%

- PowerBank 3A port USB-C --- 100%

- today test GoPro Fast charger with Gopro USB-C cable --- 97%

 

 

https://community.gopro.com/t5/Mounts-Accessories/Ladegerät-Gopro-Hero-9-lädt-Akkus-nicht-voll/m-p/8...

 

Nomad
Posts: 90

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Exactly the same issue with all three batteries, the dual battery charger never charges batteries beyond 94% irrespective of the type of wall adapter in use, Including a 100w PD capable charger, MacBook 65w charger and the list goes on.

Hiker
Posts: 9

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]
This is clearly a product fault which needs to fixed or requires some software fix.... don't waste your time. I raised this issue t weeks ago and still haven't heard anything back. One service agent said its because I am shooting in 4K??? What kind of excuse is that? I never had this issue with the Hero8 and that had a smaller battery!
Sightseer
Posts: 1

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

just got Hero 9 package (7/22/21) and neither battery will charge beyond 94%.  Why hasn't this issue been resolved in the past 9 months?

GoPro
Posts: 21,087

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Hello, @glennw420. Is your HERO9 Black already updated to the latest firmware? Is the battery being charged in the camera or through the dual battery charger? 

Sightseer
Posts: 1

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]
I have exactly the same problem with two batteries that came with my recent order, camera updated to latest firmware won't charge past 94%
GoPro
Posts: 30,946

Re: Hero9 Black Batteries show 94% on FULL charge

[ New ]

Hi @megaexpert64071

 

Are you using a Dual Battery Charger or are the cameras charged on the camera?

What is the charging output of the adapter used?

 

Thanks!

Ej