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Tourist
Posts: 4
Accepted Solution

New H7 Black recording/playback issues

Hello

Just got my first GoPro H7 Black. I’ve used the Session form factor in the past and never had issues. Well I got my first Hero GoPro from bestbuy yesterday and I’m having issues. I did the update first thing, which I’m thinking may be the issue vs hardware. The rear LCD screen flickers when recording in 4K 30 and 60fps. My computer won’t playback the recording and I get a choppy gray screen in VLC Player and audio is choppy as well. As far as I can tell this is only in 4K settings. I am using the recommended SD card and my computer is a maxed out 2015 MacBook Pro, no reason for issues.

I’m thinking this is a software issue but since I purchased this yesterday, and I need it for a trip this weekend, I may end up exchanging it and trying again. Thoughts?

Accepted Solutions
GoPro
Posts: 8,509

Re: New H7 Black recording/playback issues

 

Hi @chadb23

 

Re-flashing the software is part of the troubleshooting steps, please go over the steps below:

 

Manual Update
Note: Useful for updating or reinstalling camera software. 

  1. Go to the Update page and choose your HERO7 camera.
  2. Under "Other ways to update" at the base of the page, click "Update your camera manually."
  3. Enter your Serial Number and other requested information, click Next Step.
  4. Click "Download Update."
  5. Click "Click here to download firmware."
  6. Follow the steps on the screen for detailed instructions for your operating system

Let us know how it goes.

 

Thanks!
Ej

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All Replies
GoPro
Posts: 3,505

Re: New H7 Black recording/playback issues

 

Hi @chadb23,

 

May I know the exact brand and model of your SD card please? 

 

Also have you tried updating the camera to the latest firmware manually?

 

If you need assistance you may contact our customer support team via phone or chat. 

https://gopro.com/help/ContactUs

 

Regards,

-Jay 

 

Highlighted
Tourist
Posts: 4

Re: New H7 Black recording/playback issues

Hi

 

im using SanDisk Extreme 64gb and I updated the software via the app. I tried factory reset and I’m still getting the same result

GoPro
Posts: 3,505

Re: New H7 Black recording/playback issues

 

Got it @chadb23,

 

How about on the camera itself is if flickering on playback?

Try updating it manually by downloading the firmware here: https://gopro.com/help/articles/how_to/software-update-instructions-for-hero7-cameras

 

Follow the Manual Update Procedure above. 

 

If that won't solve the problem. Contact our customer support team. 

They can assist you with that or if it's from physical store you can try to return the item. 

 

Regards,

-Jay 

 

Tourist
Posts: 4

Re: New H7 Black recording/playback issues

 But I already updated the software. Do I have to downgrade the software before I can do the manual update?

GoPro
Posts: 8,509

Re: New H7 Black recording/playback issues

 

Hi @chadb23

 

Re-flashing the software is part of the troubleshooting steps, please go over the steps below:

 

Manual Update
Note: Useful for updating or reinstalling camera software. 

  1. Go to the Update page and choose your HERO7 camera.
  2. Under "Other ways to update" at the base of the page, click "Update your camera manually."
  3. Enter your Serial Number and other requested information, click Next Step.
  4. Click "Download Update."
  5. Click "Click here to download firmware."
  6. Follow the steps on the screen for detailed instructions for your operating system

Let us know how it goes.

 

Thanks!
Ej