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GoPro App - Wi-Fi Connection Lost

by GoPro ‎09-30-2019 09:33 PM - edited ‎08-06-2020 08:16 PM
This article describes the troubleshooting process for the following error message: "Wi-Fi Connection Lost."

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Troubleshooting:

  1. Make sure you are still connected to the camera's Wi-Fi network. If you are using the GoPro app around other known Wi-Fi networks (e.g. your home Wi-Fi network), your phone will automatically connect to this network if you wander outside of the GoPro's range. Try to stay within the camera's 35-50ft range whenever using the app.
    • iOS: You should see a blue check mark adjacent to your camera's Wi-Fi network confirming that you are connected. If you need to reset your password, please follow these instructions: How to Reset Your Camera's Wi-Fi Name and Password
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    • Android: You should see "connected" adjacent to your camera's Wi-Fi network confirming that you are connected. If you see "Saved & Secured" or "Authenticating..." this may indicate that you have entered the password incorrectly. If you need to reset your password, please follow these instructions: How to Reset Your Camera's Wi-Fi Name and Password
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  2. Force close and relaunch the GoPro app.
  3. Turn Wi-Fi OFF then back ON on the GoPro.
    • HERO8 Black, HERO7 Black / Silver / White: Swipe top to bottom on the rear LCD display, select "Preferences" - "Connections" - "Wireless Connections"
    • HERO6 Black, HERO5 Black, HERO (2018): Swipe top to bottom on the rear LCD display, select "Connect", scroll down and click on the power button next to "Wireless Connections". 
    • HERO5 Session: Use the Menu button to navigate to "Connection settings" then select "Turn off Connection".
    • HERO4 Black / Silver: Press and hold the settings button on the side of the camera. The blue light will flash 7 times indicating that Wi-Fi has turned off. Press and hold the settings button again to turn Wi-Fi back on.
    • HERO4 Session: Press the settings button continuously until you see "Turn of Wi-Fi". Then press the red shutter button to turn Wi-FI off. Turn Wi-Fi back on by pressing the settings button until you see "Select (Wi-Fi) Control", then press the red shutter button.
  4. Try toggling Airplane mode ON, wait ~10 seconds then turn airplane mode OFF. 
  5. Try "Forgetting" both the Wi-Fi AND Bluetooth ID from your phones Wireless/Bluetooth settings and then pair the camera as a new device by clicking the link below and following the instructions for your specific camera:
  6. Try a connecting to the camera using a SECOND device. If the customer does not have one with them, please have them test this using a friend or family members device. 
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