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Reply
Sightseer
Posts: 4
Accepted Solution

Issues to connect with the Android App

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


Accepted Solutions
GoPro
Posts: 9,479

Re: Issues to connect with the Android App

 

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

 

 

View solution in original post


All Replies
GoPro
Posts: 9,479

Re: Issues to connect with the Android App

 

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

Highlighted
Sightseer
Posts: 4

Re: Issues to connect with the Android App

[ Edited ]

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?

GoPro
Posts: 9,479

Re: Issues to connect with the Android App

 

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

 

 

Sightseer
Posts: 4

Re: Issues to connect with the Android App

These didn't solve the issue.

So we are just redirected to the support link?
No one from support on this forum?
GoPro
Posts: 9,479

Re: Issues to connect with the Android App

Hi @fastcliff07350

 

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

 

Thanks!

Ej

Sightseer
Posts: 4

Re: Issues to connect with the Android App

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