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Tourist
Posts: 4

Top-right corner of touchscreen unresponsive - new HERO9

Just received a new HERO9 Black, and the top-right corner of the touchscreen doesn't repsond to presses. I can't press icons such as a) 'select multiple' on the image browsing grod b) "tick" on the create new preset page c) "re-order" on the preset list

 

Have been unable to reach support on the contact us page, just says agents are unavailable and doesn't give any options. Will keep trying, but this is not a great experience so far.

 

I've tried formatting the SD card and resetting the camera to no avail. I doubt there's a solution to be found on this forum but I thought I'd share just in case anyone else has this problem. One other post from 2017 had the same issue on a HERO5 and they fixed it by getting a replacement.

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GoPro
Posts: 20,052

Re: Top-right corner of touchscreen unresponsive - new HERO9

Hello @cdpinker

 

Sorry for any trouble caused.

What SD card are you using?

Please try re-flashing the software. See instructions on https://gopro.com/en/us/update/hero9-black

Onc done, reset the camera. See https://community.gopro.com/t5/en/Reset-Camera-Settings/ta-p/388279

 

Let us know how it goes.

 

Thanks!

Ej

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Tourist
Posts: 2

Re: Top-right corner of touchscreen unresponsive - new HERO9

I just received my Hero 9 today and I'm the same issue.
I have to press really hard on the screen to select anything.
The touchscreen is not responsive.
Can't find any support.
Kinda disappointed with this issue.
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Tourist
Posts: 4

Re: Top-right corner of touchscreen unresponsive - new HERO9

Thanks @aragon1006 . I've reflashed the firmware and formatted the SD card and the problem has not been fixed. The SD card is not the issue - it is a SanDisk Extreme Class 10.

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GoPro
Posts: 20,052

Re: Top-right corner of touchscreen unresponsive - new HERO9

Hi @cdpinker @cdpinker

 

Do you have the protective/packaging film on the screen removed?

Should it still be the same, please let our Support Team check on this further.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs 
Heads up! Our team is currently working through a volume of contacts, response time may be slightly longer than usual. We appreciate your understanding.
 

Thanks!

Ej

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Tourist
Posts: 4

Re: Top-right corner of touchscreen unresponsive - new HERO9

Thanks Ej,

 

I finally managed to get through to chat and they are sending me a new GoPro.

 

Have to say, support have been great once I got through to them, but the contact us page and the process for trying to contact support is absolutely awful.

 

Fingers crossed the replacement fixes the issue.