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Sightseer
Posts: 2

GoPro Hero Session 5 exchange

Hi, I have a gopro hero session 5 which I took on holiday with me specifically to video the Singapore New Years Eve fireworks. I made sure the camera was fully charged before the event but the battery only lasted around 15 minutes so I am looking to get the camera exchanged as part of my GoPro Plus subscription. Could you let me know how I go about this please?

GoPro
Posts: 3,680

Re: GoPro Hero Session 5 exchange

[ Edited ]

@nk14jef, the camera's maximum battery capacity will vary based on settings, environmental conditions, and other factors. You may check this article that lists down the estimated runtime (in minutes) of the GoPro cameras: https://community.gopro.com/t5/en/GoPro-Camera-Battery-Life/ta-p/39429 

 

Additionally, using SD cards that aren't recommended can cause issues like freezing as the card isn't fast enough to write the content, the camera getting hot or battery consumption is higher than normal as the camera stays in an active mode trying to sync to the card. You can get the full list of microSD cards that are known to work well with GoPro cameras here

 

It is important to determine battery integrity to make sure that your camera works smoothly. You may perform a short record time test through the instructions here

   

Should you get a runtime that is significantly shorter than the expected battery life, despite you using a recommended SD card and the camera being updated to the latest firmware, let our Support team know. This way, they can help you with the next steps. You may reach them through https://gopro.com/help/ContactUs .  

Sightseer
Posts: 2

Re: GoPro Hero Session 5 exchange

Followed the instructions and getting less than 1 hour recording time when recording 4k 30fps using a recommended sd card.
GoPro
Posts: 3,680

Re: GoPro Hero Session 5 exchange

@nk14jef, note that for all of the numbers listed in the article attached on my previous response, Wi-Fi, GPS, Protune, and Voice Control are all OFF and setup in optimal conditions. Actual performance may vary based on settings, environmental conditions, and other factors.

If the issue persists, our Support team will be able to assist you with the next steps. You may reach out to them through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives.