Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
Reply
Hiker
Posts: 7

Your Case Number is 08378876.

[ New ]

Hello, I have never been contacted after asking for support.

My gopro regularly freeze, and I'm not able to do videos.

Usually I can solve it by removing the battery but this is impossible while I'm doing a rece like a marathon or during a dive.

The gopro is updated to the last firmware available.

 

Thanks,

GoPro
Posts: 27,179

Re: Your Case Number is 08378876.

[ New ]

Hi @capoan

 

What SD card are you using? The brand, model, and capacity will be helpful.

 

We see the callback request logged on the system.

Support will be reaching out to you soon.

 

Thanks!

Ej

Hiker
Posts: 7

Re: Your Case Number is 08378876.

[ New ]

I use this card (samsung 128 evo select).

But with other card happens the same.

BR,

s-l1600.jpg
GoPro
Posts: 14,226

Re: Your Case Number is 08378876.

[ New ]

@capoan, we can see your most recent contact request and the ticket is currently open. Rest assured, our Support Team will contact you as soon as possible. We appreciate your patience and understanding.

Additionally, performing a factory reset in the camera may help.

Hiker
Posts: 7

Re: Your Case Number is 08378876.

[ New ]

Ok, I'll wait for the support.

Factory reset already done without any success in solving this problem, unfortunately.

 

 

Hiker
Posts: 7

Re: Your Case Number is 08378876.

[ New ]

My hero black freeze in several occasion, again.

I was not be able to be in touch with anyone from support via phone.
Already tried all the suggestion on this forums without any luck (https://community.gopro.com/t5/en/Camera-Freezes-Up/ta-p/393032, and other readings in this forum).

Please provide a solution or a substitution.

Hiker
Posts: 10

Re: Your Case Number is 08378876.

[ New ]
I see one issue, with today fast technology ad we're in the fast digital world. The use of class10 SD cards are the best options. It enables the digital cameras to read/write to the SD card. Anything lower than class10 will lag and cause issues as it CAN'T keep up.... from looks of yours SD card it is a slower class3 (yes cheaper to buy and more memory}, but not fast
Hiker
Posts: 7

Re: Your Case Number is 08378876.

[ New ]

Thanks for the suggestion. Unfortunately, my gf's gopro, with same HW on it and same parameter set, works just fine - never freeze. Plus, this is not a class 3, this is an U3. that is fine even for a 4k standard.

Please, if you have no proper idea of what are you replying about, keep your idea for you and let someone with proper experience do the job.

I would really appreciate it. :)

Hiker
Posts: 10

Re: Your Case Number is 08378876.

[ New ]

@capoan wrote:

Thanks for the suggestion. Unfortunately, my gf's gopro, with same HW on it and same parameter set, works just fine - never freeze. Plus, this is not a class 3, this is an U3. that is fine even for a 4k standard.

Please, if you have no proper idea of what are you replying about, keep your idea for you and let someone with proper experience do the job.

I would really appreciate it. :)


@capoan with 32+ years as IT admin and Mircosoft cert, I was replying to what you post as your SD card usage (know what I'm talking on). if you are recording your events in Hi-def or 4k, this card will give errors... As this GoPro chat forum is setup so others like you and many others share ideas and same issues on how-to's. So based on what you posted and show, think you are only one having this issues? GoPro outsource most of there team to help answer questions like yours. So good luck getting rapid report back soon

Sightseer
Posts: 1

Betreff: Your Case Number is 08378876.

[ New ]

Oh I know both of your problems. Freeze of the camera and also 0.0 support from Gropro. I tried everything. No call back, no chat, no email feedback. I even wrote them on Instagram, Facebook and YouTube. No feedback, no support. 

This is really emarrassing for such a company. They are only interessted in big accounts and small creators get zerro support.