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Troubleshooting
Customer Support
MY GOPRO WON’T POWER ON
GoPro is dedicated to providing the best possible service. To reach
GoPro Customer Support, visit gopro.com/help.
Make sure your GoPro is charged. If charging the battery doesn’t work,
try restarting your camera.
Trademarks
MY GOPRO WON’T RESPOND WHEN I PRESS A BUTTON
Restart your camera by pressing and holding the Mode button
for
10 seconds.
PLAYBACK ON MY COMPUTER IS CHOPPY
Choppy playback is usually not a problem with the file. If your footage
skips, one of these issues is probably the cause:
• The computer doesn’t work with HEVC files. Try downloading the
latest version of the GoPro Player for Mac® or Windows® for free at
gopro.com/apps.
GoPro, Single Lens, and their respective logos are trademarks
or registered trademarks of GoPro, Inc. in the United States and
other countries. The Bluetooth word mark and logos are registered
trademarks owned by Bluetooth SIG, Inc., and any use of such marks is
under license. All other trademarks are the property of their respective
owners. © 2025 GoPro, Inc. All rights reserved. For patent information,
visit gopro.com/patents. GoPro, Inc., 3025 Clearview Way, San Mateo
CA 94402 | GoPro GmbH, Baierbrunner Str. 15 Bldg. D, 81379 Munich,
Germany
• Your computer doesn’t meet the minimum requirements of the
software you’re using for playback.
I FORGOT MY CAMERA’S USERNAME OR PASSWORD
Regulatory Information
Swipe down on the rear screen to access the Dashboard, swipe left,
and then tap Preferences > Connections > Camera Info.
I DON’T KNOW WHICH SOFTWARE VERSION I HAVE
Your GoPro will transmit data using HTTP, HTTPS protocols when
connected to the GoPro Quik app and auto uploading to the cloud.
Swipe down on the rear screen to access the Dashboard, swipe left,
and then tap Preferences > About > Camera Info.
To see the complete list of country certifications, refer to the Important
Product + Safety Instructions included with your camera or visit
gopro.com/help.
I CAN’T FIND MY CAMERA’S SERIAL NUMBER
The serial number is stamped inside the battery compartment of your
camera. You can also find it by swiping down on the rear screen to
access the Dashboard, swiping left, and then tapping Preferences >
About > Camera Info.
For more answers to commonly asked questions, see gopro.com/help.
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