GoPro HERO 7 BLACK, Setup + Troubleshooting Manual

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FOCUSING PROBLEMS
PROBLEM: Shots are fuzzy or things in the distance are out of focus.
POSSIBLE CAUSES:
The camera lens is dirty
Defective camera
HOW TO FIX IT:
Clean the lens
Make sure the lens is clean and free of smudges, debris, and scratches.
Click here for more information.
Ask when the issue is occurring.
•
Verify that the customer is shooting in a bright, well-lit environment. If not, ask if the customer is
using any stabilizing mounts like a tripod, Jaws: Flex Clamp, etc.
-
This customer could be experiencing motion blur, see Motion Blur in Photos.
-
Take note of what modes and resolutions the customer is filming in and under what conditions.*
*
If the customer has Protune enabled, try having them film with Protune OFF and see if there is
any difference.
Ask the customer if the camera was exposed in any instances of impact. Was it dropped,
crashed, etc.?
•
In a crash, the customer may have caused damage to their lens causing it to be out of focus.
Make sure the camera’s software is up to date, and recommend the customer perform a
manual camera update at
gopro.com/update .
Have them take a sample photo outside in a well-lit environment with a stabilizing mount like a
tripod and look at it on a computer in the store to view the full-quality image.
• Be sure to test in a well-lit environment and use a stabilizing mount.
• Viewing on their phone or built-in touch display will not show the same quality as on a computer.
If these steps are not solving the issue, please direct the customer to GoPro Support to further investigate.
If the customer is unwilling, feel free to replace the camera for the customer per your retailer’s/store’s
replacement policy. If this occurs a second time, direct then to GoPro Support.