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Tourist
Posts: 3

hero 7 black screen frozen, audio ok

Twice I have had the 7 Black record audio with a frozen image. Today I biked 25 miles and the video was frozen for the first 35 minutes of the ride. WTF?! I transfer the video to my computer and then format the card using the camera's software, to ensure compatibility. This happened once before. It's enough that I want to return the camera. It's no good to me if I go on a unique trip and lose the video I intended to record. I got the camera in early June, so I suppose I'm stuck with it. I have the 5 Black and have NEVER had this problem! I need a workable solution or a replacement camera, although I have seen many other of your customers with the same problem.

GoPro
Posts: 10,671

Re: hero 7 black screen frozen, audio ok

Hi @psych-list

 

Sorry for any troubles caused.

What SD card are you using?

Please see if resetting the camera will work.  Reset Camera Settings
If it's still the same, proceed with a manual software update. https://gopro.com/update/
Let us know how it goes.

Other users also suggest turning AUTO LOW LIGHT off.

 

Thanks!

Ej

Tourist
Posts: 3

Re: hero 7 black screen frozen, audio ok

These images for my microSD card, one of those listed on your site

(https://gopro.com/help/articles/block/microSD-Card-Considerations#list1).

microSD card front.jpgmicroSD card back.jpg

I have software version 1.70, released January 23 this year, which is the latest I found as of today (https://gopro.com/en/us/update/hero7-black).

I use the camera at 1080 res, 60 fps & Lenticular. I format the 256GB card in the camera and not with any other hardware.

I have looked over 28 or more pages of other users with this issue and have seen no positive solution, which is disheartening.

I hope you find a universal fix for this issue for the Hero 7 Black, rather than solve it by issuing a Hero 8 Black. 

GoPro
Posts: 8,325

Re: hero 7 black screen frozen, audio ok

Thank you for the additional details that you provided, @psych-list. In this case, it would be best to get in touch with our Support team. There is a particular workflow for freezing issues that they will help you with. You may reach them by phone or chat through https://gopro.com/help/ContactUs . You may also direct them to this page for reference on what has already been done. Thanks!

Tourist
Posts: 3

Re: hero 7 black screen frozen, audio ok

I got in touch with Support (Marvin) to download and install the latest firmware version manually. I think I missed a step, but Marvin got me back on track. The version number (V1.70) has not changed, so as far as I can determine nothing on the camera has changed. Time will determine if the problem of freezing video has been fixed. Marvin was very helpful and patient and I appreciate that very much!

GoPro
Posts: 8,325

Re: hero 7 black screen frozen, audio ok

Great to know that your concern has been attended to. We'll surely share your feedback with Marvin. Feel free to post back for any other concern or question that you may have. Enjoy using your GoPro!