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Tourist
Posts: 1

Invalid Hero 4 Silver Serial Number

[ Edited ]

Hi,

 

I can't connect my device to my account because it says the serial number is invalid.

 

Attached pictures showing it's correct!

 

Screen Shot 2018-09-12 at 1.13.58 PM.png

 

IMG_8471.JPG

GoPro
Posts: 7,565

Re: Invalid Hero 4 Silver Serial Number

Hello @mazita

 

Were you getting any error message when you attempted to add your HERO4 Silver camera under your GoPro Account? For testing, I just added a HERO4 Silver camera to my account and it was successfully added under devices. See if accessing your account online using a different browser, and if clearing cache/cookies, browsing history will help. 

 

You can also input your camera serial number here : https://gopro.com/update/hero4 . When you get to the page, select "Update your camera manually" under Other Ways to Update and the space for serial number will tell you if your serial number is valid. Make sure that there are no spaces between characters. 

 

Let us know how it goes. 

 

Thanks, 
Marius

 

 

Tourist
Posts: 1

Re: Invalid Hero 4 Silver Serial Number

Hello, I'm encoountering the same issue. I have already done the Manual Update and continue to recevied the same "Invalid Serial Number". In my case, however, I bought my GoPro second hand, and I can see the name is was previously was labelled from the previous owner. I've contacted him and he's assured me that he factory reset the camera and deleted his GoPro account, yet the problem persists. Is there any way to fix this issue?

Explorer
Posts: 11,174

Re: Invalid Hero 4 Silver Serial Number

Double check that you are on the correct camera for the manual update. If you use a USB/SD adapter you can put your SD card in your computer and open the misc folder to find a text file with the camera's info including serial number. You can try copying and pasting this into the section on the manual update where it request the info.

As far as the previous owner is concerned, this shouldn't have any effect on your ability to update.

You can also find the serial number on the rear LCD in preferences>about this camera.

If you still are having issues, contact the GoPro Support Team and they should be able to assist you.
https://gopro.com/help/ContactUs