06-28-2019 04:04 PM
Sorry to hear about the trouble. Typically, this connection issue can be resolved by resetting the connections on all devices. I do have some suggestions that may help.
- Turn off the Smart Remote and your camera.
- Reset the Smart Remote by pressing and holding the Power/Mode button on the remote for about 8 to 10 seconds. Leave the remote powered OFF for the meantime.
- Reset the Wi-Fi connections on your camera using the steps here.
- Pair the devices:
- Power off your remote. Power ON your camera and set it up for pairing using the instructions here.
- Now set your camera aside and pick up the remote.
- With the remote powered OFF, press and hold the red Shutter button on the remote. While continuing to hold the red button, press the white Power button once briefly. The remote will power on and show two arrows moving towards each other. You can let go of the red button at this time. Now the remote is in pairing mode.
- At this point, the camera and remote should both show arrows moving towards each other. After one minute or less, the camera and remote should pair.
- The remote should now mirror the camera's front LCD screen, indicating that pairing was successful.
If the connection drops at a certain range, it can be because either the camera's Wi-Fi is getting blocked or it is eventually dropping. Have you tested this while in an open field, no visible Wi-Fi signal obstructions (e.g. concrete/brick wall, ceramic, water, metal, and mirrors) between the camera and the remote?
If there are no obstacles that can possibly cause the connection issue, you can try re-flashing the camera's firmware to help correct any errors with the current software installation. Follow the manual update instructions specified on this article: Software Update Instructions for Session Cameras
Hopefully this helps.
06-29-2019 03:33 AM
Did what you instructed, got the same problem. Tried to reset software by instaling firmware, put serial number and email to www and downloaded ZIP file with firmware, extracted it to sd card but camera do not start firmware update, nothing happens when I switch it on. Is there some comnination of buttons I should aplly to start firmware update?
06-29-2019 06:35 PM
@ukwickedfilms, if the camera does not initiate the update it can be because the camera is not recognizing the update on the SD card. You will want to make sure to follow all of the instructions as outlined on the GoPro website's update page to ensure no steps are being missed. I do also have some suggestions here that should help get the update working as well.
Make sure the UPDATE folder is unzipped/extracted, before placing it on the SD card. If the folder is compressed, the camera will not be able to read it;
Ensure the UPDATE folder does not have any additional characters in the folder title, i.e. "UPDATE (1)". The camera will only recognize a folder titled "UPDATE", in upper case letters with no additional characters;
Format the SD card before placing the update folder in the root of the card (format on your computer, or DELETE ALL files in the camera's Delete menu);
Be sure to place the entire UPDATE folder on the root level of the SD card.
If you continue to experience issues, please let our Support team know so they can assist you further on the next steps. You may reach them by phone or chat through https://gopro.com/help/ContactUs.