GoPro Troubleshooting Guide
Is your GoPro HERO2, HERO3 or HERO3+ giving you fits at times? We've found that the majority of units work excellent right out of the box, but for some there are a few updates that are needed and/or a glitch that needs to be worked through. The good news is that once that's sorted out, we hear nothing but raves about the GoPro cameras (and we use them ourselves too)!
And if you need any GoPro accessories or more GoPro cameras, ChutingStar has a large stock of all things GoPro. See our GoPro Camera section at this link, including the new GoPro HERO7 series cameras if you're ready to upgrade here.
So here are a few random issues below along with fixes to get your GoPro camera working at it's best capacity.
1. No Power
One of the issues that can tend to pop up with a GoPro camera is the unit simply will not power on. This can occur due to a bad battery, charging issues, a bad SD card, or a fault with the camera itself. There are a few steps you can take in order to check the camera for something simple:
- I. If there is an SD card inserted, be sure to remove it and then remove and reinsert the battery to reset the unit.
- a. If the camera powers on with no SD card, there may be a corruption of the card.
- b. If the camera does not power on, proceed to the next step.
- II. Try charging the camera with the USB cable to a 5V power source (computer, GoPro Wall Charger, etc.) The red light should illuminate on the camera and you should give it at least 15 minutes to charge. After 15 minutes, disconnect the camera and try to power on the unit.
- a. If the camera powers on, it may have had a bad power source or you may simply have not fully inserted the USB cable.
- b. If the camera does not power on, try repeating this with another USB cable. If you still have no luck, proceed to step III.
- i. NOTE: If the camera is a HERO3 and it doesn't power on after charging, take a look at the back red LED. If it's dimly lit, remove/reinsert the battery and try to power on the camera. You may need to do this up to 10 times before the camera powers on.
- III. Try a battery from a known good camera. Check the battery in another unit and then try it in the camera.
- a. If the camera powers on with the other battery, you may just need a new battery.
- i. NOTE: there may also be a charging issue so be sure to check the USB cable and how you are charging the camera.
- b. If the camera does not power on with another battery, the will need further support directly from GoPro.
- I. Ensure the camera’s firmware is fully up-to-date.
- a. Even if updated, it is a good idea to try re-updating the firmware incase anything went wrong (especially if it is freezing right on power up). Please use a known-good SD card that is properly formatted. See the GoPro.com online support articles titled “HERO3 Manual Firmware Update Instructions” or “HD HERO2 Manual Firmware Update Instructions” or go to the HERO Original Update page.
- a. Remove the SD card and remove and reinsert the battery. Power on the camera.
- i. Check the SD card. Many low-quality cards (no-name brands, eBay buys, etc.) or low class rating cards (class-10 is recommended for the HERO3 Black Edition) can result in freeze up during recording.
- ii. The card may be corrupted or faulty. Try reformatting the card in the camera.
- iii. If the card is a good quality card and properly formatted, and still causing issues, you may want to try another card. Over time, cards can be corrupted and go bad.
- III. If the camera continues to freeze up despite a known good card that is properly formatted and even after completing a manual firmware update, the camera will need further support from GoPro.
- NOTE: There have been reported issues with older operating systems and 64GB cards and other cards formatted as exFAT. At the time many of these systems were released, this large of an SD card was years from being a reality. As such, using the card in these computers can cause formatting issues, corruptions, and partition errors that would cause a plethora of issues (including freeze-up) with the HD HERO3 units.
- NOTE: For the HD HERO original, if the camera freezes up on start up with no SD card inserted, view “5. One Button Mode”
- I. First inspect the SD card to ensure it is a good-quality card. It should be at least a class-4 for the HD HERO/HD HERO2 and preferably a class-10 for the HD HERO3 (a class-4 card should work but can cause corruptions in higher resolutions).
- II. If the card seems to be a high quality card, try formatting the card in the camera. You can see instructions for this in the GoPro.com online support articles entitled “Formatting an SD Card With the HERO3” and “Formatting an SD Card With the HERO3.”
- a. If you can not format the card in the camera for some reason, you can try using a computer to format the card. As each computer may have different procedures for formatting cards, please consult your computer’s help section for the process involved. Remember that 32GB and smaller cards should be formatted into FAT32 and 64GB cards should be formatted as eXFat.
- i. If “No SD” is showing up, it could be due to the incorrect formatting mentioned in the Freeze Up troubleshooting steps.
- III. While EXTEMELY rare, if a known good and properly formatted card will not work in the camera and you still get SD ERR, the unit will need further support from GoPro.com.
- I. First ensure that the video is recorded properly by playing the videos directly on a TV with the supplied HD and AV component cables (original HD HERO), or optional HDMI or composite cables (HD HERO2), or optional HDMI cable (HERO3) if you have the necessary cables. You should get proper smooth playback on your TV. This is a clear indication there is not a camera fault.
- II. We have a few things to try that should help clear up the choppy playback issue seeing on the computer:
- a. Make sure you copy your videos to your computer’s hard drive from your camera’s SD card before you play them back. Playing back videos from your SD card can result in choppy playback as the SD card and/or USB cable don’t have a fast enough transfer rate.
- b. Play back the videos with VLC Media Player. This is a free program that doesn’t take up a lot of resources to run on your computer. This means that your computer can focus more on playing back your videos smoothly. We've found that it's common for Windows Media Player to give you choppy playback, so we recommend against using it (in fact, WMP can not even play 1440p files withour numerous codecs and plug ins). You can download VLC Media Player here: www.videolan.org.
- c. Make sure that your computer meets the minimum system requirements to play back videos from your camera.
- i. For lower resolution videos (1080p 30fps and lower), we recommend at least 2.4 GHz processors and 4 GB RAM.
- ii. For higher resolution videos (1080p 60fps and higher), we recommend at least 3.0 – 3.7 GHz processors, 4 GB RAM, and a graphics card comparable to an NVIDIA GeForce GT 650M. The graphics card and processor speed is important particularly for 4K and 2.7K resolution video playback.
- d. Turn OFF Protune and record in a lower video resolution. If your computer can’t play 1080p 30fps smoothly, try recording videos at 720p 30fps instead. The lower resolution means that your computer will have less work to do when playing back the video, so it’ll have an easier time giving you smooth playback.
- 1. Press the top Shutter button once to enter the settings menu, then "Mode" will be displayed.
- 2. Press the front Power button until you see "Settings". Press the top Shutter button to select "Settings".
- 3. Press the front Power button on until you see "(1) Button ".
- 4. Press the Shutter button and you'll see ON and OFF.
- 5. Press the Power button until OFF is highlighted with a black background. Press the Shutter button to select it.
- A. Preview never starts or the App shows “NO CAMERAS CONNECTED”:
- - You have not selected the GoPro Wifi Network in your network settings.
- - You’re almost out of range. Camera preview will stop even though you’re still able to control the camera with the App.
- - Preview needs to be turned OFF/ON a few times to re-establish preview.
- - The App needs to be re-launched.
- - An app that affects your APN settings is installed on your device and conflicting with the GoPro App. Examples of this sort of app are Onavo and APN-Switch.
- - Your wireless carrier does not allow video streaming.
- - Your camera’s Wi-Fi name password needs to be reset.
- - You need to redo the firmware update.
- 1. Make sure that you’re within range. You want the Wi-Fi icon in your App to show at least 2 bars to be sure that you’re within range.
- 2. Tap the preview window to turn it OFF/ON a few times to see if the issue is corrected.
- 3. Close and re-launch the App.
- 4. Make sure the GoPro App is up-to-date.
- 5. Test with your device’s Airplane Mode turned ON.
- 6. If you’re using an Android device, try to use the Software decoder.
- 7. Did you use any special characters in your camera’s Wi-Fi name or password?
- 8. Make sure the firmware is up to date on your HERO3 or HD HERO2 (and your Wi-Fi BacPac if you’re using an HD HERO2).
- 7. Water damage
- 8. Image issue (lens scratch, dust, etc.)
- 9. Damaged/lost due to mount issue
- I. Mount broken: If the mount breaks it is most often due to excessive force. GoPro will ask for photos of the mount and a description of what occurred in order to determine the cause. If GoPro can determine there may have been a defect, there is the chance of a replacement though a discount is more likely.
- II. Mount came loose: As it is up to you to ensure proper and secure mounting per the instructions and reasonable inference, GoPro does not replace cameras where the mount simply came off. GoPro will still ask for photos of the mounting location and a description of the activity in an effort to provide some level of discount.