Live Chat with GoPro Support Staff - Sunday, May 15 at 2pm ET / 11am PT [ New ]

[jefft]

Please join us for a live chat right here this Sunday at 2pm ET / 11am PT with staff from GoPro Customer Support and the GoPro Support Hub. We'll answer your questions about GoPro products, and share tips and tricks for getting the most out of your GoPro cameras.

The board will open for your questions and comments about 15 minutes before the start of the chat and will remain open for one hour.

We're looking forward to hearing from you then!

Thanks,

Jeff

Want a reminder about this chat?

Sign in to the GoPro Support Hub and then click on the "Topic Options" link above this message and select "Subscribe". We'll send you an message through our automated subscription emails when the board opens up for comments on Sunday.

[jefft]

We're going to get the Live Chat with the GoPro Support Staff started in about 15 minutes. If you have any questions or comments you'd like to post, the board is open now.

Thanks,

Jeff

[Anonymous]

The only topic of REAL MATTER:  The HELICOPTER NOISE issue!!! And the unbelievable barefaced way GoPro treats their customers, trying to ignore or deny facts that are proven since more than a year and in videos thousands of times!!! There even is no reply at all anymore, neither from the "support" (which simply closes the cases!), nor from the MODs here! Many many more affected customers with exactly the same experiences can be found in YouTube comments, other forums etc. - the way we are treated is absolutely unacceptable!!!

https://community.gopro.com/t5/Cameras/Hero-4-Black-Noise-issue-when-using-WiFi/td-p/2287/page/5

https://community.gopro.com/t5/Cameras/Hero-4-Black-Noise-issue-when-using-WiFi/td-p/2287/page/6

[danielr15]

Hi all, thanks for doing this

[danielr15]

I am wondering where you see the support hub in the future? Is the goal to keep it solely focused on trouble shooting, or to open it up to more social sharing?

[jefft]

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@Anonymous wrote:

The only topic of REAL MATTER:  The HELICOPTER NOISE issue!!! And the unbelievable barefaced way GoPro treats their customers, trying to ignore or deny facts that are proven since more than a year and in videos thousands of times!!! There even is no reply at all anymore, neither from the "support" (which simply closes the cases!), nor from the MODs here! Many many more affected customers with exactly the same experiences can be found in YouTube comments, other forums etc. - the way we are treated is absolutely unacceptable!!!

https://community.gopro.com/t5/Cameras/Hero-4-Black-Noise-issue-when-using-WiFi/td-p/2287/page/5

https://community.gopro.com/t5/Cameras/Hero-4-Black-Noise-issue-when-using-WiFi/td-p/2287/page/6

---

@Anonymous - I can't speak to your specific case, but we do address every concern that is raised to us by our customers. If there is an issue with interference beyond what would be expected, then we are happy to provide a replacement camera that is functioning as is expected.

Typically, if a customer is still experiencing interference issues, it is usually either an environmental issue such as the housing, networking devices, nearby cell towers, etc., or is a byproduct of a specific usage case. An example of these usage cases may be when someone is looking for the best audio quality (with the usage of Wi-Fi) in a low-volume environments. One solution in these cases would be to use an external microphone.

Sorry you've had such an issue with this. It's hard to address specific user cases on a public forum, but if you want to PM me the details of your cases, I'll be glad to follow up with our team.

Thanks,

Jeff

[mkadi]

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@danielr15 wrote:
Hi all, thanks for doing this

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No problem at all, we are happy to help. Please let us know if there are any questions that I can answer for you.

Thank you,
Matthew K.
GoPro Support
http://gopro.com/support

[danielr15]

A common issue that seems to come up for people is problems with their SD cards. Do you think one of the reasons might be that since GoPro Studio and the GoPro Desktop App will delete all media from the card after transferring media, people are no longer reformatting their cards in the camera? Since their is no media on the card, there is no reason to, "delete all/format"

[jefft]

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@danielr15 wrote:
I am wondering where you see the support hub in the future? Is the goal to keep it solely focused on trouble shooting, or to open it up to more social sharing?

---

Great question @danielr15. When we launched the Support Hub last September, the primary goal was to provide a platform for customers to get help with their issues, and especially with getting the great tips and suggestions that other users have discovered. 

Having said that, I am very interested in making this a platform where customers can connect with each other on more than just issues their having. I know you've made some great posts encouraging others to post their best photos and videos, and that's exactly what I have in mind.

The Support Hub is so new that we're not locked into anything just yet. We want it to be something that is valuable to GoPro customers, so if you don't mind, I'd love to get your ideas (and the ideas of everyone reading this). What would you like to see on the GoPro Support Hub that would make this platform more valuable/useful/interesting for you?

[danielr15]

Also, since you mentioned, "tips and tricks" I'm trying to put together a video and for one scene I want to have my GoPro sweep 180 degree around the subject. I'll be filming in bright light and the highest fps as the subject will be moving (performing a Judo throw). Any cheap ideas, solutions to how I can do this?

[danielr15]

That's great to hear @jefft
I think it goes without saying that I believe that the Community ( support) Hub can be a driving force that drives GoPro's success.

[Anonymous]

@jefft Please simply read and listen to the videos I've posted, it's explained in every detail. It is NOT an issue of the environment, it's everywhere and regardless if with or without housing. External microphone is no option, I simply want to use an action cam the way it's meant to be, mounted on a helmet for example and protected by a housing.

As explained several times, I had a Hero 3 Black as well as one replacement that was FINE regarding the helicopter noise! So I definitely know how it sounds if the unit is ok. But the replacement had scratches on the lens, so I had to send it in again - and got another one back that now has the same helicopter noise issue as the first one, that the whole procedure started with in December 2015.

Now the e-mail support denies that there is a problem at all, tries to cheat me (and others) telling it would be just "white noise", I did this in order to clarify that it's NOT just white-noise: https://www.youtube.com/watch?v=EKp-wMJ50F8

Still no reaction, nothing - they close the cases! I found other people on YouTube that were treated exactly the same way! First they had a unit that they were allowed to send in, got several faulty "tested" ones back - now the same story with "white noise" and "the cam is in perfect condition" - while it shows the exact same flaws that were accepted before!

[danielr15]

I've said it before but I'll reiterate, change the name and link on the main page to say, "Community". Let support have its own link. Support can bring you in the same way to the front page with all the options, but community brings you to the log in. No log in? Register.... The community just grew

[jefft]

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@danielr15 wrote:
Also, since you mentioned, "tips and tricks" I'm trying to put together a video and for one scene I want to have my GoPro sweep 180 degree around the subject. I'll be filming in bright light and the highest fps as the subject will be moving (performing a Judo throw). Any cheap ideas, solutions to how I can do this?

---

Aside from a steadicam type of setup, the best shots I've seen done like this are done on a curved track slider/rail system. I wish I could point you to a specific DIY (there are lots out there), but a good slider track that is going to be stable and reliable is going to cost some money (I've found some for about $400 and up).

Maybe someone else here has an example they can point to...

[danielr15]

Thanks @jefft

[oliverd23]

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@danielr15 wrote:
A common issue that seems to come up for people is problems with their SD cards. Do you think one of the reasons might be that since GoPro Studio and the GoPro Desktop App will delete all media from the card after transferring media, people are no longer reformatting their cards in the camera? Since their is no media on the card, there is no reason to, "delete all/format"

---

Hi danielr15,

I agree that SD card issues do seem to be common, but I don't believe this is any more common for GoPro users than it is folks using any other type of device.  I also don't think this has to do with our desktop software not fully formatting the card - there should be no problem in the long term resulting from the use of our software with any given SD card.  You make a good point, though - most users would likely feel there is no reason to reformat following a "delete all" from the App for Desktop, and the fact that this is different from a full reformat is something we may need to clarify better in the future.  

I'd recommend speaking to the manufacturer of any given SD card for advice on best practices and maintenance, including the frequency with which the card should be reformatted.  However, I personally do always reformat my cards before I begin shooting with them, and it does tend to be good practice to reformat your cards every once in a while.

As always, you're definitely welcome to reach out to our support department for help if you're having trouble with something.

[jefft]

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@Anonymous wrote:

@jefft Please simply read and listen to the videos I've posted, it's explained in every detail. It is NOT an issue of the environment, it's everywhere and regardless if with or without housing. External microphone is no option, I simply want to use an action cam the way it's meant to be, mounted on a helmet for example and protected by a housing.

As explained several times, I had a Hero 3 Black as well as one replacement that was FINE regarding the helicopter noise! So I definitely know how it sounds if the unit is ok. But the replacement had scratches on the lens, so I had to send it in again - and got another one back that now has the same helicopter noise issue as the first one, that the whole procedure started with in December 2015.

Now the e-mail support denies that there is a problem at all, tries to cheat me (and others) telling it would be just "white noise", I did this in order to clarify that it's NOT just white-noise: https://www.youtube.com/watch?v=EKp-wMJ50F8

Still no reaction, nothing - they close the cases! I found other people on YouTube that were treated exactly the same way! First they had a unit that they were allowed to send in, got several faulty "tested" ones back - now the same story with "white noise" and "the cam is in perfect condition" - while it shows the exact same flaws that were accepted before!

---

@Anonymous - Sorry to hear about this. Unfortunately, I can't discuss individual cases on these boards, but if you can send me the details by private message, I will bring it up directly with the CS team leaders and see if we can get you more info and hopefully resolve this issue for you.

Jeff

[danielr15]

As GoPro moderators, what suggestions are you happiest to see community members recommend and which make you cringe?

[jefft]

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@danielr15 wrote:
I've said it before but I'll reiterate, change the name and link on the main page to say, "Community". Let support have its own link. Support can bring you in the same way to the front page with all the options, but community brings you to the log in. No log in? Register.... The community just grew

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Great. Looking forward to haring more ideas like these.

[mkadi]

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@danielr15 wrote:
As GoPro moderators, what suggestions are you happiest to see community members recommend and which make you cringe?

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Hi Daniel,

Personally, I feel that best practices with our cameras, accessories and software are very helpful. Especially when coming from personal experience. We do our best to have these practices posted on our site and online, ultimately the community sharing stories resonates the best. 

All suggestions are worth a conversation it it helps our those who are using our products.

[danielr15]

@oliverd23
Thanks for your response. I don't think there is issue with the software but hopefully more people will get the message, "format your SD card" ☺

https://gopro.com/support/articles/formatting-your-sd-card-from-your-gopro-cameras-settings-menu

[danielr15]

@mkadi
Fair enough😉
How about your favorite post or challenging issue you where able to resolve?

[mkadi]

---

@danielr15 wrote:
@mkadi
Fair enough😉
How about your favorite post or challenging issue you where able to resolve?

---

Well, the most common best practices I would suggest are:

- practice getting to know your camera first before taking it out to shoot in the wild

- always purchase one of the SD cards that we suggest from our website

- always close back door of your housing first before pulling the latch over to ensure a waterproof seal

- always clean your housing after using it under water to remove debri (remove your camera first)

I hope that helps.

[jefft]

Thank you to everyone who joined us today. These Live Chats are still new for us, so if you have any suggestions for how we can improve them or who you would like to have be a part of future chats, please let us know.

Thanks again,

Jeff

[jefft]

Wanted to post a follow-up to @andyh. I've passed on your case information to our Sr. Product Specialist. He'll be reaching out to you directly to talk through your issues.

[aragon1006]

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Regards,

Ej