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Tourist
Posts: 2

goPro Hero7 freezing and not responding, slight battery cover lump unlike other areas of the GoPro

Good afternoon
i was very happy and excited to have recieved my gopro hero 7 black but upon opening the go pro out of the packaging i noticed that the battery lid that holds the battery in was slightly higher and not smooth like the rest of go pro, i wasen't sure if that was normal or not, i asked some people that already use a go pro and they didnt have any of this issue.

 

i plan to use it in underwater so im a little bit worried if it will get water damage due to that small gap in closure.
also my go pro always freezes sometimes even if im not recording and i cant use it again unless i take out the battery and re insert the battery, is there any reasons why that happens?

i feel like ive been given a faulty go pro :/

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GoPro
Posts: 9,735

Re: goPro Hero7 freezing and not responding, slight battery cover lump unlike other areas of the ...

Hi @ardian0121

 

Sorry for any troubles caused.

Please reach out to our Support Team by phone or chat through https://gopro.com/help/ContactUs

As this is a recent purchase, you may also the same store/channel you purchased the camera from.

 

Thanks!

Ej

 

 

 

Tourist
Posts: 2

Re: goPro Hero7 freezing and not responding, slight battery cover lump unlike other areas of the ...

thank you for your reply but i bought the go pro from official website here and when i phoned the customer service they werent really botherd, i told them im worried that it could get water damaged but they said if it does then let us know.

 

i dont know what thats supposed to mean because i didnt buy any insurance with it, the only thing i can think of is that if it did get water damage due to that slight little overlapping manufacture fault on the battery closure it that the warranty would cover it but they didnt exactly specify.

 

so now im a little worried about using it underwater now that im abroad.

GoPro
Posts: 2,947

Re: goPro Hero7 freezing and not responding, slight battery cover lump unlike other areas of the ...

@ardian0121, please try pulling the battery out. Once the camera cools down (if currently warm), re-insert the battery applying a firm pressure. 

 

Make sure that the door is fully extended and then release tab has it pop back up (if not, you can press it from the underside to pop it back up). With the battery door fully extended, close the door and then slide it shut (all while applying firm downward pressure). 

Additionally, do you have a Support case number that we can check as a reference for more details?