Notes

Hi Bryony

Sorry to hear you are having some issues when uploading your files. Our latest camera models will now be recognized by your computer as a digital camera rather than a Removable Disk or Drive, so the way to view the files on the microSD card and the process for downloading your footage will be slightly different.

Lets go ahead and review a few more steps in order to have your data uploaded really soon.

First lets make sure that we are going trough the correct steps:
1-Make sure that you are not trying to import the footage directly from an SD card. First copy the files to a folder on your computer.
2-Make sure that you have the latest version of Quicktime installed.
3-Do not rename the file(s) prior to importing into GoPro Studio.
4-If you have confirmed that you are trying to import your files into the correct room, try playing the files with QuickTime Player or WindowsMedia Player to confirm that the files are not damaged
5-If your MP4 files still don’t import, make sure that they were not processed through some other application or import method, like iPhoto or iMovie. Files processed through iPhoto or iMovie are modified by those applications to the point where GoPro Studio doesn’t recognize them as GoPro camera footage. In this case copy the files directly from the SD card to your computer and then import into GoPro Studio.

Also here you have a Video Tutorial on uploading you Photos and Videos. Click Here to see the Video

Here also we have 4 methods to upload your files with Mac.
*Method #1 - Use Go Pro Studio
*Method #2 - Use an SD Adapter
*Method #3 - Automatically with image Capture
*Method #4 - Manually with image Capture
Click Here To check each method

I hope this clears things up. Please let us know if you have any further questions

Many thanks,
Maria B.
GoPro Support
http://gopro.com/support
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Hi Reed.

Thank you for providing that information.

First we will need to make software update to the camera.
**Before doing the software update please make sure you have saved all your pictures and videos**

Click Here to go ahead with the software update of your camera (you will see the steps on the page for Mac and Windows)

Also we will need to try another SD card, you don't need to buy another one the Toshiba 16GB you have is good. lets just make sure if with another SD card we have the same issue

And if you can please mention how you charged the camera (with a wall charger, in your car, a computer or any other way) I would really appreciate it.

Once again we apologize for this inconvenience, we'll looking forward to hearing from you

​Many thanks
Maria B.
GoPro Support
http://gopro.com/support/
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Hi Matt

I do apologize for requesting the SD card, it is that sometimes the bundles sell under different parties are not the correct ones. But now we dont have to worry about the SD, is the correct one.

Unfortunately it sounds like there could be a fault with the camera, To get the process started, can you please reply to this e-mail with a Photo or Video where i can see the problem with the camera , also a photo/scan of your purchase receipt to show you are within the warranty period, the camera's 14 or 15 digit serial number located in the battery compartment and also Your shipping address please

Click Here for Address Verification.

Additionally, please reply back with your return shipping address in the body of your email in the following format:
Name
Street Address
City
State or Province
Postal code
Country
Phone number
Once we hear back and verify that you are within the warranty period, we'll be able to provide you with an RMA (returns authorization) and returns instructions.

Our apologies for the inconvenience, but we'll do our best to get you a fully functioning replacement as soon as possible.

Many Thanks,
Maria B.
GoPro Support
http://gopro.com/support
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Hi Brian.

I'am really glad that now you are able to pair your camera with your Iphone.
With the connection going down sometimes it could be because of interference in the area, for example could be that you are to close to a router.
Here is a Tip: When you are going to pair the camera to the phone, put the camera on Airplaine Mode before you begin the pairing process that way the only connection it will get is the Hero4 Silver.

Please feel free to reply to this email if you have any questions, Otherwise enjoy your GoPro!

Many thanks
Maria B.
GoPro Support
http://gopro.com/support/
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