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Reply
Tourist
Posts: 2

Re: hero 7 black randomly shuts off

Same problem with both my GoPro Hero 7's.  Yesterday I missed an entire training flight.  Powered on the 7, heard the beeps, pressed the record button, heard the beep, went on my flight.  Landed and checked the camera only to find the display was blank.  Powered it on and it showed ZERO recordings.

 

A few days earlier using my other Hero 7 I found it was intermittently shutting down during the flight.  Had to restart it twice and missed large chunks of the flight.

 

Firmware for both is current (according to the app) and the memory cards are on the approved list - 256GB Samsung EVO Select U3 (MB-ME256GA/AM) for both.  Overheating is *NOT* an issue at altitude (~18°C in the cabin).

 

I have no faith my money was well spent on these cameras and as a long time customer I expect better from GoPro for the price I was willing to pay.  I also expect better answers from the support staff than "reformat" the card and "manually reinstall firmware".  Where is the real trobuleshooting and explanation for these failures?

 

I eagerly await a real solution to this problem.

GoPro
Posts: 2,205

Re: hero 7 black randomly shuts off

@stoutpeak65870, sorry to hear about the trouble. It's definitely regretful to hear that you missed to capture such important event due to the issue you experienced with the camera.

I understand that situations like this can be frustrating. We want to look into the details and see what might have caused the problem.
 

When did the issue started from happening? Is this something that has been on-going since you got the camera?

 

We typically suggest to manually reinstall the firmware as can help correct any errors with the current software installation. It has been tested and proven to resolve issues related to firmware installation errors or some sort of glitch in the update installation.

Additionally, to properly isolate the issue, have you tried using different SD cards (if you have one available)? Formatting the card can also help remove any possible problem stemming from the SD card currently used.

If the issue persists despite going through the suggested troubleshooting steps, our Support team can assist on the next steps. They can be reached by phone or chat through https://gopro.com/help/ContactUs.


Kind Regards,
Ann

Highlighted
Hiker
Posts: 43

Re: hero 7 black randomly shuts off

Bwahahahahahahahaaa.

Was that reply supposed to be humorous?

He writes "please dont just tell me to try a different card or re-install the identical firmware again!" You replied "try another card and install the firmware again."

This is the level of support which has long-tine loyal clients seeking other products and solutions.

Also, GoPro not admitting this is a problem, and not saying what they are doing to fix it (read: they are not taking end-user problems seriously)
Sightseer
Posts: 2

Re: hero 7 black randomly shuts off

I turned off the wifi and it has worked great since then 

Hiker
Posts: 43

Re: hero 7 black randomly shuts off

@kelleys5 -- do you consider that "working properly?" Disabling standard features to make it work in a standard way to do its basic functions -- does not seem like a properly working device to me!

I'm glad that has solved the problem for you! I also believe you will see it re-surface noteithstanding your short-term workaround.

Across the board, people reporting these problems have tried different cards, with flashed and reflashed firmware over and over. Turning off features that cause it to work a bit harder seems to delay the problem.. but there is still a problem that GoPro refuses to admit publicly .

Horrible. Just horrible.
Sightseer
Posts: 1

Re: hero 7 black randomly shuts off

[ Edited ]

Does anyone here know if this issue has been resolved by exchanging the GoPro with a new one? I just got mine about 2 months ago and this has happened to me twice now. First time I thought it was a fluke. The second time the recording stopped right in the middle of recording. Fresh batteries and compatible micro SD card. I was filming 4k @24fps Software is up to date v1.7. I would like to know if this issue is a software issue or a hardware issue. If it's a software issue then wait for an update? Hardware then I need to send this one back unfortunately. 

 

When this happens I have to unplug the battery and plug it back in to power on the device. It'll work again and the battery works fine however this doesn't make me feel confident when I am recording important stuff.

 

(GoPro Hero black 7 is the model I'm using) 

Tourist
Posts: 2

Re: hero 7 black randomly shuts off

The only response from GoPro support has been for us to manually reinstall firmware and re-format the SD card.  In other words - not resolved.  Another user posted they turned off WiFi and it was working for them, but on the two Hero 7s I'm using I've always left it off to conserve the paltry battery life, yet they still randomly and spontaneously power off.  I lost another entire flight since my last posting here because of this.  If it were reliable it would be a great product and I would be singing its praises.  As it is, the Hero 7 is next to useless and support is pathetic for something so expensive.  Use at your own risk.