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Tourist
Posts: 5

QuikCapture freezes

QuikCaputre freezes (black screen of death) when in the frame case. All you see is a black screen with the icons around the perimeter. The mode button and shutter button do not work. I have to remove camera from frame and remove battery. It seems to work when out of the frame case (at least it did when I tested it twice) which makes this feature useless. Anyone else have this problem?

GoPro
Posts: 8,210

Re: QuikCapture freezes

Hello @fett619

 

Thank you for bringing this to our attention. It is odd though for the camera to be behaving this way. I did try with at a number of HERO5 Black, HERO6 Black, and the new HERO cameras but I am not able to observe the same issue. Have you already tried manually updating your camera? Have a go at it and make sure to use a recommended SD card and let us know how it goes. You can follow this link for guide on doing the manual update: https://gopro.com/update

 

Let us know how it goes.

 

Thanks, 
Marius

Tourist
Posts: 5

Re: QuikCapture freezes

I just bought my GoPro HERO 2018 on April 6, 2018 from the GoPro website. I bought a 32GB SD card in the same order.

 

When I have my frame (case) on my HERO and click QuikCapture the first time, it works. If I try a second time, it turns on but freezes with a black screen yet the icons around the perimeter of the touch screen are displayed. Both the shutter and mode buttons do not work nor does the touch screen. I have to remove the HERO from its frame in order to remove the battery. 

 

If I use QuikCapture without the frame, it works the first time, second time and a third time.

 

I read the community support blogs on other people who have the same issue (but with HERO5 Black). The recommendation is to turn off Voice Control. This seems to work too. However this makes Voice Control useless. 

 

Currently, on my HERO, the Voice Control is off, the frame is on, and QuikCapture works. 

GoPro
Posts: 8,210

Re: QuikCapture freezes

Hello @fett619

 

Thank you for posting back. This is interesting to note. I did try again with the voice control on on the HERO (2018), with the frame, and QuickCapture worked. By any chance, will you be able to do a manual update on the camera? I understand that you just recently purchased it but updating is highly encouraged since it is a great way to ensure your camera has the latest features as well as help correct any errors with the current software installation. You can follow this link for guide: https://gopro.com/update/hero-2018

Will wait for an update from you. 

 

Thanks, 
Marius

Highlighted
Tourist
Posts: 5

Re: QuikCapture freezes

Sorry I meant to address in my last reply.

 

I have not updated my HERO 2018. I believe my HERO has version v01. I will have to verify later this afternoon since I am at work. v01.00 is on GoPro's website. 

GoPro
Posts: 8,210

Re: QuikCapture freezes

Thank you, @fett619!

Let us know how it goes. 

 

Best regards, 
Marius

Tourist
Posts: 5

Re: QuikCapture freezes

Hello.

 

I am unable to update my HERO 2018 manually since the instructions say to download the zip file onto your computer, unzip the folder (both of which I can do) and then drag file onto the SD card. Problem is I have a MacBook Pro and I do not a USB port. I will have to purchase a USB-C to USB Female adapter (I already have a USB SD card reader). 

 

I asked my son who owns an older HERO (in addition to HERO5 Session and HERO Fusion) and he says he is prompted by the GoPro app on his iPhone when a new update is available.

 

According to GoPro website, the latest release for HERO 2018 is v01.00. It also states that the "HERO (2018) v01.00 | HERO comes with v01.00 already loaded". I checked my HERO 2018 and version 01.00 is on it.

 

GoPro
Posts: 8,210

Re: QuikCapture freezes

Hello @fett619

 

Apologies for the delayed response. Thank you for getting back to update us. If the issue still persists, it would be best to contact our Support team for further assistance. You can reach them here: https://gopro.com/help/ContactUs

 

Thanks, 
Marius