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Tourist
Posts: 4

Mi nueva Gopro Hero 7 Black no reconoce la bateria

Hola, Compre la Hero 7 Black, actualice el firmware, cargue la bateria a full, probe grabar un video y todo correcto.

Deje la camara sin usar por varios meses y cuando hoy quiero volver a utilizarla, me encuentro con que la camara no reconoce la bateria.

No puedo actualizar al nuevo firmware porque el sistema me pide cargarar la bateria para este proceso de actualizacion.

No se que hacer. 

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GoPro
Posts: 16,004

Re: Mi nueva Gopro Hero 7 Black no reconoce la bateria

Hi @charlyl84413

 

To clarify, when you mentioned "not recognizing the battery", meaning the camera no longer turns on?

Have you tried plugging the camera(without the battery) directly to a power source?

 

Please go over the steps on: HERO7 Will Not Power On

Let us know how it goes.
You may also reach out to our Support Team for assistance through https://gopro.com/help/ContactUs       

 

Thanks!

Ej

 

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Tourist
Posts: 4

Re: Mi nueva Gopro Hero 7 Black no reconoce la bateria

Hello,

The problem is that the camera does not recognize the battery.
The camera only turns on with the USB cable connected to the power supply.
The camera turns on with the USB cable connected, with the battery and without the battery. The question is that he does not recognize it.

Even if you insert the battery into the camera, a sign reads: "NO BATT". And the battery, logically, does not recharge.

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GoPro
Posts: 16,004

Re: Mi nueva Gopro Hero 7 Black no reconoce la bateria

Thanks for getting back to us @charlyl84413

This is probably an issue on the battery or the battery connectors on the unit.

Please reach out to our Support Team to move forward with your concern.

They are available by phone or chat through https://gopro.com/help/ContactUs
Please have your camera's serial number and proof of purchase ready.

Let them know of the troubleshooting steps taken.
 

Thanks!
Ej

 

 

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Tourist
Posts: 4

Re: Mi nueva Gopro Hero 7 Black no reconoce la bateria

Hola, llame al telefono que figura en la pagina web, hable con el personal de gopro, me dijeron que me iban a mandar un mail para poder adjuntar un video de youtube y la factura de compra para poder resolverme el problema y no tuve mas respuesta.

Pueden enviarme el link o un mail con los pasos por favor.

 

Saludos.

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GoPro
Posts: 16,004

Re: Mi nueva Gopro Hero 7 Black no reconoce la bateria

Hi @charlyl84413

 

Sorry, we do not have access to send the link/email for the attachment here in the Support Hub.

Is there a case number we can reference to?

 

Thanks!

Ej

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Tourist
Posts: 4

Re: Mi nueva Gopro Hero 7 Black no reconoce la bateria

Hi, 

they did not give me a case number.

Do I have to call again?

 

 

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GoPro
Posts: 16,004

Re: Mi nueva Gopro Hero 7 Black no reconoce la bateria

Hi @charlyl84413

 

Yes. It will be best to reach out to our Support Team again.

You may provide them the same email you have used previously so they can locate the case.

 

Thanks!
Ej