Ask a Question
GoPro Support Hub Find a solution. Share a solution. Ask a question. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
%3CLINGO-SUB%20id%3D%22lingo-sub-44068%22%20slang%3D%22en-US%22%3EProblems%20with%20their%20hero%20black%20uploading%20to%20the%20cloud%20.%20Sometimes%20it%20loads%20all%20of%20my%20data%20sometimes%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-44068%22%20slang%3D%22en-US%22%3E%3CP%3EContinued%20problems%20with%20the%20hero%20black%20.%20When%20uploading%20to%20cloud%20using%20camera%2C%20sometimes%20it%20loads%20all%20my%20files%20sometimes%20half%20and%20other%20times%20none%20at%20all.%20Camera%20freezes%20too.%20Support%20is%20a%20joke%20because%20you%20have%20to%20talk%20to%20a%20middle%20man%20and%20wait%20for%20tech%20for%20days%20to%20email%20response.%20Selling%20features%20they%20can't%20deliver.%20What%20a%20waste%20of%20money.h%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-44068%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EHERO5%20Session%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-46161%22%20slang%3D%22en-US%22%3ERe%3A%20Problems%20with%20their%20hero%20black%20uploading%20to%20the%20cloud%20.%20Sometimes%20it%20loads%20all%20of%20my%20data%20som...%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-46161%22%20slang%3D%22en-US%22%3E%3CP%3ECloud%20uploads%20can%20take%20some%20time%20to%20upload%2C%20particularly%20larger%20files.%20If%20you're%20only%20seeing%20some%20of%20the%20files%20uploading%2C%20it's%20likely%20that%20the%20others%20are%20just%20still%20being%20uploaded.%20If%20you%20load%20the%20files%20into%20Quik%20for%20Desktop%2C%20you%20can%20let%20the%20sync%20happen%20in%20the%20background.%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EAs%20for%20the%20camera%20freezing%2C%20if%20you%20remove%20the%20SD%20card%2C%20does%20it%20freeze%3F%20SD%20cards%20can%20cause%20issues%20like%20this%2C%20so%20testing%20it%20without%20the%20SD%20card%20is%20a%20way%20to%20tell%20if%20that%20is%20part%20of%20the%20issue%20or%20not.%20Also%2C%20a%20manual%20update%20is%20always%20a%20good%20option%20to%20try%20when%20there%20are%20issues%20like%20this.%20Instructions%20on%20how%20to%20do%20a%20manual%20update%20are%20at%20the%20bottom%20of%20the%20page%20at%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fgopro.com%2Fupdate%2Fhero5%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fgopro.com%2Fupdate%2Fhero5%3C%2FA%3E.%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EThanks%2C%3CBR%20%2F%3E%20Jeff%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-46177%22%20slang%3D%22en-US%22%3ERe%3A%20Problems%20with%20their%20hero%20black%20uploading%20to%20the%20cloud%20.%20Sometimes%20it%20loads%20all%20of%20my%20data%20someti%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-46177%22%20slang%3D%22en-US%22%3E%3CP%3EWhat%20Internet%20connection%20are%20you%20using%20for%20this%20upload%3F%26nbsp%3B%20You%20phones%2C%20home%2C%20or%20business%3F%26nbsp%3B%20Bandwidth%20could%20also%20be%20a%20culprit%20here%20as%20most%20Internet%20connections%20are%20Asynchronus%20putting%20the%20emphasis%20on%20downloading%20speed.%26nbsp%3B%20Most%20upload%20speeds%20have%20very%20poor%20bandwidth.%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EYou%20can%20test%20upload%20and%20download%20bandwidth%20by%20using%20%3CA%20href%3D%22http%3A%2F%2Fwww.speedtest.net%22%20target%3D%22_blank%22%20rel%3D%22nofollow%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ewww.speedtest.net%3C%2FA%3E%20on%20a%20PC%20or%20Mac%2C%20and%20they%20OOKLA%20have%20a%20smart%20phone%20app%20to%20test%20on%20those%20devices!%26nbsp%3B%20Let%20us%20know%20how%20that%20goes!%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EFYI%20here%20is%20a%20transfer%20time%20calculator%20to%20test.%26nbsp%3B%20%3CA%20href%3D%22http%3A%2F%2Fwww.thecloudcalculator.com%2Fcalculators%2Ffile-transfer.html%22%20target%3D%22_blank%22%20rel%3D%22nofollow%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttp%3A%2F%2Fwww.thecloudcalculator.com%2Fcalculators%2Ffile-transfer.html%3C%2FA%3E%3C%2FP%3E%3CP%3EA%204%20GB%20file%20(Avg%20GoPro%20video%20chapter)%20on%20a%205Mbps%20upload%20speed%20(avg%20home%20upload%20speed)%20will%20take%201%20hour%2054%20minutes%20to%20upload.%26nbsp%3B%20So%20maybe%20you%20are%20not%20waiting%20long%20enough.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ETest%20your%20speed%20and%20get%20back%20to%20us!%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-46266%22%20slang%3D%22en-US%22%3ERe%3A%20Problems%20with%20their%20hero%20black%20uploading%20to%20the%20cloud%20.%20Sometimes%20it%20loads%20all%20of%20my%20data%20someti%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-46266%22%20slang%3D%22en-US%22%3E%3CP%3ETo%20address%20the%20responses%20to%20my%20earlier%20text%20where%20I%20explained%20issues%20with%20go%20pro%20black%2C%20I'll%20provide%20remedies%20already%20attempted%20with%20some%20success%2C%20but%20very%20inconsistent.%20I%20still%20get%20only%20partial%20uploads%2C%20or%20no%20uploads.%20%26nbsp%3BAt%20least%20with%20this%20replacement%20camera%2C%20it%20says%20it's%20uploading%2C%20whereas%20the%20first%20one%20didn't%20always.%20It's%20always%20been%20painstakingly%20slow%20and%20still%20is.%20I%20now%20pay%20a%20additional%20%2410%20per%20month%20for%20increased%20upload%20speeds%20and%20last%20tested%20at%20more%20than%2015%20times%20the%20minimums.%20As%20for%20large%20files%2C%20yes%2C%20they're%20usually%20around%2025%20gigabytes.%20Ive%20also%20began%20formatting%20the%20chip%20in%20my%20pc%20and%20reinserting%20back%20into%20camera.%20I've%20left%20phone%20connected%20over%20night%2C%20so%20adjusting%20enough%20time%20can%20be%20eliminated%20as%20the%20possible%20cause.%20I've%20had%20one%20out%20of%20three%20files%20successfully%20upload%20using%20the%20app%20on%20my%20pc.%20Usually%20the%20software%20on%20the%20app%20just%20spins%20as%20busy%20for%20days%20on%20end.That%20option%20didn't%20work%20very%20well.%20%26nbsp%3BI've%20also%20reset%20camera%20and%20reinstalled%20all%20software.%20I%20allow%20at%20least%20three%20megabytes%20of%20space%20on%20the%20disks%2C%20and%20set%20the%20camera%20close%20to%20the%20router%20when%20charging%20batteries%20and%20uploading.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-46285%22%20slang%3D%22en-US%22%3ERe%3A%20Problems%20with%20their%20hero%20black%20uploading%20to%20the%20cloud%20.%20Sometimes%20it%20loads%20all%20of%20my%20data%20someti%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-46285%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fcommunity.gopro.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F25935%22%20target%3D%22_blank%22%3E%40idletime%3C%2FA%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3COL%3E%3CLI%3EThe%20speed%20you%20pay%20for%20and%20the%20actual%20speed%20are%20usually%20very%20different.%26nbsp%3B%20Please%20test%20your%20using%20speedtest%20and%20get%20back%20to%20us%20with%20actual%20real%20world%20speed.%3C%2FLI%3E%3CLI%3EYou%20are%20doing%20this%20through%20phone%20or%3F%3C%2FLI%3E%3CLI%3EUsing%20phones%20internet%2C%20or%20connected%20to%20a%20home%20wifi%3F%3C%2FLI%3E%3CLI%3EDo%20you%20have%20a%20computer%20to%20try%20uploads%20with%3F%3C%2FLI%3E%3C%2FOL%3E%3C%2FLINGO-BODY%3E
Reply
Tourist
Posts: 2
Accepted Solution

Problems with their hero black uploading to the cloud . Sometimes it loads all of my data sometimes

Continued problems with the hero black . When uploading to cloud using camera, sometimes it loads all my files sometimes half and other times none at all. Camera freezes too. Support is a joke because you have to talk to a middle man and wait for tech for days to email response. Selling features they can't deliver. What a waste of money.h


Accepted Solutions
GoPro Community Manager
Posts: 5,853

Re: Problems with their hero black uploading to the cloud . Sometimes it loads all of my data som...

Cloud uploads can take some time to upload, particularly larger files. If you're only seeing some of the files uploading, it's likely that the others are just still being uploaded. If you load the files into Quik for Desktop, you can let the sync happen in the background.

 

As for the camera freezing, if you remove the SD card, does it freeze? SD cards can cause issues like this, so testing it without the SD card is a way to tell if that is part of the issue or not. Also, a manual update is always a good option to try when there are issues like this. Instructions on how to do a manual update are at the bottom of the page at https://gopro.com/update/hero5.

 

Thanks,
Jeff

View solution in original post


All Replies
GoPro Community Manager
Posts: 5,853

Re: Problems with their hero black uploading to the cloud . Sometimes it loads all of my data som...

Cloud uploads can take some time to upload, particularly larger files. If you're only seeing some of the files uploading, it's likely that the others are just still being uploaded. If you load the files into Quik for Desktop, you can let the sync happen in the background.

 

As for the camera freezing, if you remove the SD card, does it freeze? SD cards can cause issues like this, so testing it without the SD card is a way to tell if that is part of the issue or not. Also, a manual update is always a good option to try when there are issues like this. Instructions on how to do a manual update are at the bottom of the page at https://gopro.com/update/hero5.

 

Thanks,
Jeff

Backpacker
Posts: 362

Re: Problems with their hero black uploading to the cloud . Sometimes it loads all of my data someti

What Internet connection are you using for this upload?  You phones, home, or business?  Bandwidth could also be a culprit here as most Internet connections are Asynchronus putting the emphasis on downloading speed.  Most upload speeds have very poor bandwidth. 

 

You can test upload and download bandwidth by using www.speedtest.net on a PC or Mac, and they OOKLA have a smart phone app to test on those devices!  Let us know how that goes!

 

FYI here is a transfer time calculator to test.  http://www.thecloudcalculator.com/calculators/file-transfer.html

A 4 GB file (Avg GoPro video chapter) on a 5Mbps upload speed (avg home upload speed) will take 1 hour 54 minutes to upload.  So maybe you are not waiting long enough.

 

Test your speed and get back to us!

Tourist
Posts: 2

Re: Problems with their hero black uploading to the cloud . Sometimes it loads all of my data someti

To address the responses to my earlier text where I explained issues with go pro black, I'll provide remedies already attempted with some success, but very inconsistent. I still get only partial uploads, or no uploads.  At least with this replacement camera, it says it's uploading, whereas the first one didn't always. It's always been painstakingly slow and still is. I now pay a additional $10 per month for increased upload speeds and last tested at more than 15 times the minimums. As for large files, yes, they're usually around 25 gigabytes. Ive also began formatting the chip in my pc and reinserting back into camera. I've left phone connected over night, so adjusting enough time can be eliminated as the possible cause. I've had one out of three files successfully upload using the app on my pc. Usually the software on the app just spins as busy for days on end.That option didn't work very well.  I've also reset camera and reinstalled all software. I allow at least three megabytes of space on the disks, and set the camera close to the router when charging batteries and uploading.

Backpacker
Posts: 362

Re: Problems with their hero black uploading to the cloud . Sometimes it loads all of my data someti

@idletime

 

  1. The speed you pay for and the actual speed are usually very different.  Please test your using speedtest and get back to us with actual real world speed.
  2. You are doing this through phone or?
  3. Using phones internet, or connected to a home wifi?
  4. Do you have a computer to try uploads with?