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Reply
Tourist
Posts: 3
Accepted Solution

Problem with video footage

Dear Sirs,

 

I have received a Go Pro camera Heroe 7 black has a gift for my birthday but unfortunatelly it seems to have a problem.

On the footage the images are all scrambled as you can see on the sample of photos provided herewith.

Could let me know if there is something, some kind of parameters that I might need to fix to have this sorted or how could I have my camera repaired ?

I have already try with 3 differents sd cards.

Many thanks in advance for your prompt and kind assistance on this !

Best Regards,

 

Yohan 

IMG_2168.jpg

Accepted Solutions
Tourist
Posts: 3

Re: Problem with video footage

Thanks @aragon1006 @aenriquez for your help, I'm going to contact the retailer :)

View solution in original post


All Replies
GoPro
Posts: 7,573

Re: Problem with video footage

Hi @yohanm252

 

This should be cleared by a manual software update.

Please follow the steps on this link.

 

Also, please make sure that you are using a recommended SD card,

 

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

 

Thanks!

Ej

Tourist
Posts: 3

Re: Problem with video footage

Hi @aragon1006 thanks for your response but I have already tried The manual software update and my sd card is in your recommanded list. It's a Sandisk Extreme Pro and also the camera is sometimes laggy. I can record in 4:3 in 960p but higher than this it doesn't work.

GoPro
Posts: 1,837

Re: Problem with video footage

Thanks for the update, @yohanm252. If you continue to experience issues with the camera after going through the suggested troubleshooting steps, and despite using a recommended SD card, there is likely an issue with your camera.

 

Given that this is a recent purchase and out-of-the-box issue, kindly reach out to the retailer so they can help you with the next steps.

 

You may also reach out to our Support team for further assistance. You may contact them by phone or chat.

Tourist
Posts: 3

Re: Problem with video footage

Thanks @aragon1006 @aenriquez for your help, I'm going to contact the retailer :)

GoPro
Posts: 1,837

Re: Problem with video footage

You're welcome, @yohanm252. Feel free to post back if you have any further questions.

Hiker
Posts: 23

Re: Problem with video footage

having problem when recording in higher resolution with high quality sd card (extreme pro is great card) but fine with lower resolution doesnt seem right.  Could be the problem with your sd card where writing speed is crucial when recording in high resolution. i suspecting it count be counterfeit sd card.  Try others card see if that solve your problem. Make sure your card is fully formatted using pc and insect back to gopro and format it using gopro before recording.