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Reply
Tourist
Posts: 4

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

Absolute joke!

 

I just bought a Hero 6 - my first Gopro - and really excited to use it.

Bought a top rated Sandisk 64Gb card, updated the firmware, spent ages learning all the different settings and then on only the second (second!) use it became unresponsive and the screen went completely jittery. I took the battery out (as I'd heard someone mention this one time) and the problem seemed to be gone. I then proceeded to film for twenty minutes, and afterwards the recording light would not turn off and it became unresponsive. I didnt want to force close it by removing the battery whilst it was still turned on, so I left it a while and eventually the screen went black and it said "repairing file"...

 

Opened the card in my Mac to find it recorded for 1 minute and then stopped recording, even though the front display still showed the time recording until twenty minutes or so. Lost all my footage.

 

What use is this?

 

And then I come on here to read so many people experiencing the same issue. Absolute joke for a near £500 product. Extremely disappointed to lose all my footage and extremely disappointed with this device. How can I ever trust it again?

Adventurer
Posts: 10,317

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

When you say format.  

 

the camera formatting or the desktop doing a quick . or the desktop doing a full format

Sightseer
Posts: 6

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

Stellar Video Repair is a scam!!  It does not work at all.  Be suspiscious of anyone who claims it does.

Sightseer
Posts: 6

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

I am having the exact same problem.  I am convinced this an issue go-pro knows about, too many people reportinmg the same thing.  Not happy!!  I had a Sony action cam before and NEVER had this happen.   

GoPro
Posts: 8,334

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

[ Edited ]

Hello @leem27007

 

Sorry to hear about what happened. You losing all your footage is definitely not an experience that we would like you to have with using the camera. But let us help.

 

Prior to using the camera, were you able to check if it was updated to the latest firmware? Also, is the SD card that you are using a recommended one according to this list? I understand that there is already a trust issue with the unit that you have, so we would like to determine what may have caused the issue. If really the specific unit that you got is defective, then a warranty replacement is deserved.

 

In order to proceed, try a manual update on the camera's firmware. You can follow this link as guide - choose manual update. Make sure that you use a recommended SD card based on the list. If the one you have is already one, format it first prior to doing any step. Once the update is done, gather sample videos again. Let us know how it goes. 

 

Many thanks, 
Marius

GoPro
Posts: 8,334

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

Hello @boldstorm5035

 

Thank you for reaching out. Are you having the same problem as the camera freezing while the camera is recording? Which SD card are you using? Is the camera updated to the latest firmware? Try the steps suggested on this article will help clear the issue.

If the issue persists, you can contact our Support team for further assistance. You can reach them via phone or chat through https://gopro.com/help/ContactUs. 

 

Best regards, 

Marius

Tourist
Posts: 4

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

Hi Marius, thanks for repyling to my message.

 

I have a Sansdisk Extreme U3 100mbps 64gb SDSQXAF-064G-GN6MA, and yes I upgraded to the latest firmware 2.01 when I first used the Gopro.

GoPro
Posts: 8,334

Re: video freezes but problem is sporadic. hero 6 black. UNACCEPTABLE

Glad to hear back from you, @leem27007. Thank you for the confirmation on the SD card. Did you upgrade to the latest firmware via manual update? Great if you did.

At this time, it would be best to connect with our Support team through https://gopro.com/help/ContactUs.

Tell them that you have already gone through recommended troubleshooting steps but to no avail. 

Let us know how it goes. 

 

Thanks, 
Marius