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Sightseer
Posts: 1

LCD broken - hero 5

[ New ]
Hi.

My go pro screen was working absolutely fine and then the next time I switched it on parts of the screen no longer responded to touch. So I switched it off. Now I’ve turned it back on and there are random white and pink lines across the screen and it’s getting quite warm.

I’m unable to update it, as I’m away and have no laptop to connect it too and I’m unable to access the main settings due to the broken screen.

I’m a Plus customer but nobody has been available on chat for the last hour. My camera is still under warranty.

I’m away on the trip of a lifetime and really disappointed with my GoPro and the ability to speak to somebody about it.

Please advise on next steps.
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GoPro
Posts: 14,208

Re: LCD broken - hero 5

[ New ]

@nicewave46612, sorry to hear about the trouble. We try to help out as best as we can. It might help to perform a factory reset in the camera - Reset Camera Settings. Reinstalling the firmware update of the camera can help correct any errors with the current software installation. Follow the Manual Update instructions specified in this article: https://community.gopro.com/t5/en/How-to-Update-GoPro-Cameras/ta-p/394229 

If the issue persists, I suggest that you continue working with our Support Team so they can look further into your options to get you up and running again with a working camera. You can reach out to them through https://gopro.com/help/ContactUs. If having trouble connecting to our Chat Support team. You may try changing the location and language to "US, English" on the webpage.

Your patience and understanding are very much appreciated.

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Adventurer
Posts: 13,900

Re: LCD broken - hero 5

[ New ]

Plus was to be 24-7. and not getting that  service?   Remove everything and if can factory reset the camera.  If the camera is   not working, how would firmwar correct this isuse? that is what I do not get.

 

 I wonder if they will repair and replace and send the camera to your regional location wher you are at????

GoPro
Posts: 14,208

Re: LCD broken - hero 5

[ New ]

@nicewave46612, sorry to hear about the trouble. We try to help out as best as we can. It might help to perform a factory reset in the camera - Reset Camera Settings. Reinstalling the firmware update of the camera can help correct any errors with the current software installation. Follow the Manual Update instructions specified in this article: https://community.gopro.com/t5/en/How-to-Update-GoPro-Cameras/ta-p/394229 

If the issue persists, I suggest that you continue working with our Support Team so they can look further into your options to get you up and running again with a working camera. You can reach out to them through https://gopro.com/help/ContactUs. If having trouble connecting to our Chat Support team. You may try changing the location and language to "US, English" on the webpage.

Your patience and understanding are very much appreciated.