GoPro HERO 7 BLACK, Setup + Troubleshooting Manual

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REMO
TES
SMART REMOTE CHARGING PROBLEMS
PROBLEM: The Smart Remote will not power on even after it’s been charged.
POSSIBLE CAUSES:
This is an extremely common problem and is usually fixed easily. Using third-party products is
usually to blame in the following ways:
Improper charging methods being used
A faulty charging cable
A bad/or low voltage USB port on a computer
Dirty charging contact points
HOW TO FIX IT:
Ask the customer how they’re charging their remote.
•
If it is a computer, have they tried different USB ports?
-
Some ports have lower voltage and do not support charging devices.
•
Are they using any third-party wall chargers?
-
They can use any 5V 1A up to 5V 2A wall charger or main computer USB port depending on what
camera model they are using.
Ask about what is happening to the remote when they are trying to charge.
• When charging, does the red light flash? Does the LCD screen have a charging battery animation?
-
If not, their charging contact points may be dirty and need to be cleaned. The customer can use a
toothbrush or cotton swab to clean it out.
• How long are they charging?
- Should be about 2 hours with a wall charger and about 4 hours with a computer USB port; ensure
the customer is waiting long enough.
If the problem is not resolved with these steps, send the customer to GoPro Support.
NOTE: If the customer isn’t willing to reach out directly to support, replace the remote under your retailer’s/
store’s replacement policy. If this happens a second time, direct them to GoPro Support.