Issues to connect with the Android App

[fastcliff07350]

Hi,

Based from the app comments multiple users have recently reported they can't connect to their cameras. Despite using one of the latest models (hero 6 / 7) and latest smartphones under Android 9.

I'm using Nokia 7 Plus with Android 9 and latest app version 4.6.1

With Hero 7 Black

The app detects the camera but then impossible to connect to see the stream or medias. We get an error message similar to "Fails to connect" 

There is no issue with the iOS app...

What a shame?

Are the developers aware of this situation? 

Thanks, Thibault

[aragon1006 · Accepted solution]

Thanks for sharing @fastcliff07350

To troubleshoot the issue further, try to reset the camera to its factory settings.

Once done, try to pair/ connect the camera again.

You can also change the Wi-Fi band (2.4GHz/5GHz).

If it's still the same, please contact our Support Team for assistance.

https://gopro.com/help/ContactUs

Regards,

Ej

[aragon1006]

Hi @fastcliff07350

Android:

Current Version: 5.0
Release Date: 9/20/18

Please check your app again, make sure it's on the latest version.

See if this corrects the issue.

THanks!

Ej

[fastcliff07350]

My mistake I confirm I'm using current version 5.0.

Please escalate the situation. We are too many users habing the exact same issue. 

It's in french but this can tell about the ridiculous situation: https://play.google.com/store/apps/details?id=com.gopro.smarty&hl=fr&showAllReviews=true

Where are the developers?

[aragon1006 · Accepted solution]

Thanks for sharing @fastcliff07350

To troubleshoot the issue further, try to reset the camera to its factory settings.

Once done, try to pair/ connect the camera again.

You can also change the Wi-Fi band (2.4GHz/5GHz).

If it's still the same, please contact our Support Team for assistance.

https://gopro.com/help/ContactUs

Regards,

Ej

[fastcliff07350]

These didn't solve the issue.

So we are just redirected to the support link?
No one from support on this forum?

[aragon1006]

Hi @fastcliff07350

We provide several troubleshooting steps and if all else fails the next step is to refer to our Support Team.

Thanks!

Ej

[fastcliff07350]

Interesting to see what's the "support team" will say. I will update this post accordingly.