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Reply
Tourist
Posts: 6
Accepted Solution

Update failed

2019-05-22 21.20.19.jpg2019-05-22 21.20.24.jpg

Unboxed, charged battery, inserted brand new sans disk ultra 32gb class 10 sd cards, loaded the fusion app on my desktop, and connected camera to computer.

 

App said that I should update, I did so manually following the instructions. Once I inserted the battery and turned it on all i get is these two pictures. I let it sit for an hour before removing the battery and trying again. I've reformatted both cards fully 3 times now and tried reloading the update folder 3 times and this is all i get. 

 

This is incredibly frustrating seeing as how i didn't even get to try it out before it appears that an update bricked it. 

 


Accepted Solutions
Tourist
Posts: 6

Re: Update failed

This the method i tried that failed twice. After waiting 30 minutes I finally talked to support who didn't listen to anything that I said and led me through the steps for updating manually AGAIN even though I said it didn't work 6 times already. They acted surprised and said they'd send me a new one, now I need to wait for a replacement. This is extremely disappointing. 

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All Replies
Explorer
Posts: 12,208

Re: Update failed

First, the issue is most likely coming from the SD cards. NEVER use SanDisk ULTRA. Terrible card. For a list of SD cards known to work with Fusion, see this link https://gopro.com/help/articles/block/microSD-Card-Considerations#list2
Tourist
Posts: 6

Re: Update failed

I'll get new ones but I have a hard time believing that one sandisk class 10 micro sd is so different from another that it breaks the camera.

Tourist
Posts: 6

Re: Update failed

Tried again twice with new sandisk extreme plus 32gb and it still is doing what is in the original pics. Any other suggestions? Is there a way to resore to factory defaults?

GoPro
Posts: 3,195

Re: Update failed

I appreciate you going through all those steps, @michaelp611. You will need to access the camera's settings menu in order to restore its factory default settings. I do have a few suggestions that might help resolve the problem:

  1. First, ensure that your Fusion camera's battery has enough battery charge.
  2. If using Windows computer, perform a FULL format on both Sandisk Extreme Plus SD cards on your computer using the steps here. Note: Uncheck "Quick Format" to perform full format.
  3. Once SD cards are fully formatted, try redoing the firmware update one more time. Follow the manual update instructions specified on this article: Software Update Instructions for Fusion

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/files onto the root of the card.

  • Be sure to place the individual files within the UPDATE folder on the root level of the SD card. 

Once you have the necessary file(s) placed on the SD card, unplug it from the computer and insert the microSD card into your camera. Once it's plugged in, power on the camera. The update should automatically initiate.

If the issue persists after going through all the suggested troubleshooting steps, our Support team will be able to assist you with the next steps. Let them know about the steps already taken. You may reach them by phone or chat through https://gopro.com/help/ContactUs.

Kind Regards,
Ann

Tourist
Posts: 6

Re: Update failed

This the method i tried that failed twice. After waiting 30 minutes I finally talked to support who didn't listen to anything that I said and led me through the steps for updating manually AGAIN even though I said it didn't work 6 times already. They acted surprised and said they'd send me a new one, now I need to wait for a replacement. This is extremely disappointing.