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Hero2 in constant firmware update mode when restarted after update

Hi there,

After updating my brand-new Hero2's firmware successfully today (this is my 3rd GoPro I have updated) the camera now starts up with the update icon on the screen and red lights flashing. Nothing I do gets it out of this mode. No matter what buttons I push and in what combination, the GoPro is locked in this mode. Even if I try starting it up with the update SD card installed, nothing happens.

Please help.
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  • I’m Sadly frustrated
    At the top of this page it states "GoPro is not affiliated with this community", not very comforting.
    GoPro is profit driven, this means making new sales. Not dealing with 'old' Hero 2 cams. Maybe, eventually they will sort out their sh&@, but don't hold your breath. I have the same problem with my Hero 2, also have issues with my Tomtom GPS and my PVR...all firmware update issues.
    At days end, there's nothing us paying customers can do!
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  • I’m anxious
    Hi,

    I sent my GoPro to the USA offices (from Germany at my own costs) they received my camera and confirmed that, that was for a almost two weeks, till today I don't have any information from GoPro team, lets wait (more) I am agree, they should inform the problem in the GoPro website, but nothing.
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  • I have today heard from GoPro who have agreed to replace it, I don't know where I will have to return it to but this will be on the RMA no doubt. I have asked them that if I pay the difference would it be possible to have a Hero3 as the replacement. I don't hold out much hope but I don't see why not as I am prepared to pay the difference in purchase price.
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  • Hi Brin, I asked the same about the difference to have the Hero3, they answer that is not possible, than I asked about the possibility to buy the Hero3 and use the same shipment from USA to Germany in order to save some money, it was not possible too, I don ́t really understand why not, they should be happy that even I am very disappointed with the Hero2 problem, I want to have the new one.

    I sent my Hero2 to:

    GoPro RMA #(you should indicate the number you received from GoPro)
    ATTN: (They will tell you the contact person)
    3000 Clearview Way
    Building E
    San Mateo, CA 94402
    USA

    I hope this info can help you.
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  • Fredy, how much cost shipping from Germany? From Poland is 44€. :-(
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  • I received the RMA today and discovered that I too have to ship it to the same address in USA. Outrageous, because they caused the problem with their, insufficiently tested, firmware upgrade. My request to upgrade to Hero3 was also ignored. I'll post the cost from the UK when I return from the bank and post office.
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  • Here is a copy of an email received from GoPro about the shipping cost of returning a faulty camera to them. I think many people would agree with my reply.

    Thanks for getting back to us.

    Unfortunately there is not a European warranty center where you can send your camera to. The only center available is in the U.S.

    Regarding the shipping costs, according to our warranty and return policies, the shipping costs of the faulty camera to the U.S.A is of customer's responsibility. However, you will not be charged for the shipping of your new camera.

    We apologize for the inconvenience.

    Please let us know if you have any further questions.

    Here is a copy of my reply.

    I realise that I have to accept paying for the return postage if I want my camera repaired/replaced and I can understand that, if a camera naturally fails during it's warranty period.
    However I think that it is really unfair to charge the customer for postage when it's demise was caused as a direct result of installing a firmware upgrade, which obviously, was insufficiently tried and tested before it's release. My camera worked faultlessly until I downloaded the firmware upgrade and from the multitude of adverse postings all over the internet by many other customers similarly affected I think GoPro should look at their reponsibility for this fiasco and do the right thing by repairing/replacing cameras damaged by this upgrade at no cost whatsoever to the customer. For your information I am getting quotes of up to £90 to return the camera to you from the UK.
    Regards
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  • Hi Brian, it takes most of the time 3 days. If you will send it per Fedex, DHL or something like that, don't forget to attach an invoice, maybe with value of USD10 or 20 for customs purposes, it's very important!

    By the way, I am back home and I have a nice surprise, my new GoPro it's here and it works with my iPhone and the wifi backpack. It's really great!!!

    The product is very good, but the technical support, should be much better!!! the solution takes more than one month!!! and there are more and more customers with the same problem!!
    • you should not write a 10$ or 20$ value for customs, that is illegal. you should however do a little paperwork and do it the proper way...

      https://help.cbp.gov/app/answers/deta...
    • Of course not!!! that ́s no commercial product, its for repair and is considered in all international customs laws and is not illegal. The link you posted talk about "The IMPORTER who is going to return products for repair" in this case, no one here was the importer for the GoPro camera in his own country. For example, I bought the GoPro by Amazon in Germany that means, Amazon Europe should do exactly what the US Customs website said in case Amazon send the GoPro (or more than one) for repair. In my case I sent it as a final customer (Private) thats why I am NOT the importer and I don ́t NEED to do that. If you know a little bit about what you said, for sure you know that is not "a little paperwork" it`s a lot to do because you need the import customs document of the product in your country (of course the only "person" who has this document is just the dealers. No one has access to this document, because in this customs document appear the price for the dealer) you need a customs agent, and the most important, you MUST be the importer, are you?... if you are, and you are a GoPro dealer too, of course you need to do that. In my case, I am not, so it is ok.
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  • Fedex wanted £91 with £200 of insurance cover, I eventually found a UK Company called parcelhero.com who are shipping it 3 days for £24 including £250 insurance cover. On the declared value I had to put £250 because that had to be the same value as the insured amount, so there might be a delay in US customs. The description clearly says "Faulty camera return to manufacturer". In reality it has no value because it's broken.
    I am pleased fo you freddy getting your replacement that works with the wifi, I have bought the wifi remote but my camera broke before I got to test it. Did you have to firmware upgrade the replacement or was it already updated with wifi firmware installed as well.
    How long did it take between the time you shipped it and getting the replacement.
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  • Hi Brian, the new GoPro is already updated... the only thing, just for information, this new update has a bluetooth connection, if you want to activate it, comes "Coming Soon" that means... yes... another update!!! I hope this time GoPro can tested before the new firmware comes.

    GoPro sent (per Fedex with a USD50.00 value) the new one in the first week after received my old camera.

    Regarding the value, yes, you need to indicate the commercial value in order to cover the insurance in case of damage or lost, the problem is, shipments over (usually) USD300 should do all the customs formalities.
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  • This reply was removed on 2012-11-24.
    see the change log
  • Got a very similar problem to the one stated above.

    I did a software update of the Hero2 and after that it just didn't leave the flashing mode.

    However for me it did help removing the SD card (which was a supposed no-no) and put it back in, and playing a few times with removing the battery and putting back in...
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  • I’m frustrated
    any other solution but sending the hero2 back to the US?
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  • the only solution is to send it back to gopro in california and demand a replacement. I had the same and have now after 4 weeks got a new replacement
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  • I pressed both buttons for a few seconds after removing the battery and it came out of the update mode.
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  • I have the same problem, but I can't get it out of it, or do anything!!!!!!!!And I have tried everything!!!! the downloads, the holding of both buttons for a couple seconds (think I held it for like 5 mins), and still nothing!!!!!

    I contacted GoPro to send my Hero 2 back and have it replaced my a hero 3, and I will pay the difference. It has now been 5 business days since my first email and I sent a second email on the 3 business day and they still have not gotten back to me!
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  • I’m frustrated
    Well, GoPro finally got back to me, and they sent me a step by step instructions on how to get it out of the firmware download, and it still wont work.
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  • Not that this helps, but... In Australia, consumer law states if a product doesn't do or perform as advertised, doesn't work or is faulty from the manufacturer it must be replaced or money returned. I now have a new hero2 and had no problems returning it to place of purchase.

    An updating tip: Use a computer that doesn't have any USB 3.0 ports, ensure use of latest Cineform software and where update instructions tell you to wait 30 seconds, be patient because my update took 45 seconds to restart.
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  • Thats vary interesting, I wonder if Canada would have similar laws?

    Thanks Steve
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  • Hi Maxwell, you are experiencing exactly what happened to me. I now have been sent a new camera from gopro. Your next step is to contact gopro again and state it is not your responsibility to keep trying different fixes when it was their update that directly caused the problem. You should then demand that they accept the camera back for repair or replacement. You will have to pay for the return postage, from the UK, Parcel Hero was about £20. You should expect to get a replacement by the end of january, it took me about 5 weeks from the time I sent mine away.
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  • Hi Brian, The guy from GoPro that has been emailing me asked me to try it one more time, and if that did not work my GoPro "may" be eligible for warranty service.
    Once again it did not work and I emailed him back and told him that it did not work.
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  • @ Maxwell Ackford - Can you please post the instructions GoPro sent you so that I can have a try. Cheers
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  • Ok Steve go to http://gopro.zendesk.com/home. Right side of the screen select HD HERO2 Manual Firmware Update Instructions. Follow that and good luck, didn't work for me.
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  • Hey, here are the instructions that GoPro sent me. I don't think I can attach the link they sent in the email, but I tried this 5-6 times and nothing worked. My GoPro ended up getting sent back under warranty and I am planning on selling it once it gets back. I upgraded to the Hero 3 Black ( lets hope it works better then the 2.)

    We've attached an autoexec.ash.zip file to be used with this troubleshooting process, as explained below:

    How to fix your HD HERO2 that’s stuck in v.198 firmware update:

    1. Ensure that your camera is fully charged. Leave it powered off and disconnected from your computer.

    2. Use a card reader to reformat your SD card on your computer. Here are some tutorials on how to reformat your SD card:

    - Windows XP, Windows Vista: https://www.youtube.com/watch?v=9WJU2J...

    - Windows 7: https://www.youtube.com/watch?v=RagoBg...

    - Mac: https://www.youtube.com/watch?v=UmIanM...

    3. Download firmware v.198 to your computer by clicking on the below link. The filename for firmware v.198 is “HD2-firmware.bin”.

    Mac

    If you’re on a Mac, a file named HD2-firmware.bin will be downloaded to your Downloads folder in your Dock, next to your trashcan. DO NOT open HD2-firmware.bin.

    PC

    If you’re on a PC, a file named HD2-firmware.zip will be downloaded to your Downloads folder (note – if you don’t see the file in your Downloads folder after clicking on the link, then you should research what location your files download to for the web browser that opened when you clicked on the link). HD2-firwmare.zip will be in that location. Once you find HD2-firmware.zip, double-click on it. You will then see HD2-firmware.bin. DO NOT open HD2-firmware.bin.

    Click on this link to download firmware v.198:

    http://software.gopro.com/Firmware/HD...=

    4. Download autoexec.ash to your computer by clicking on the below link. (note – we don’t have the link set up yet. The file is attached to the email that you go this document in.)

    Mac

    If you’re on a Mac, a file named autoexec.ash will be downloaded to your Downloads folder in your Dock, next to your trashcan. DO NOT open autoexec.ash.

    PC

    If you’re on a PC, a file named autoexec.zip will be downloaded to your Downloads folder (note – if you don’t see the file in your Downloads folder after clicking on the link, then you should research what location your files download to for the web browser that opened when you clicked on the link). Autoexec.zip will be in that location. Once you find autoexec.zip, double-click on it. You will then see autoexec.ash. DO NOT open autoexec.ash.

    5. Place HD2-firmware.bin AND autoexec.ash on the root level of your SD card. To do this, locate your SD card in your “Computer” window if you’re on a PC or your “Finder” window if you’re on a Mac. The SD card will be named something like “NO NAME” or “UNTITLED”. Open the SD card by double-clicking on it. A window will open that shows you the contents of your SD card. Next, drag DH2-firmware.bin and autoexec.ash into the empty space in the middle of this window. The files will copy over, and you should then see HD2-firmware.bin and autoexec.ash in the window.

    6. Safely eject your SD card. To do this, locate the SD card in your “Computer” window if you’re on a PC or your “Finder” window if you’re on a Mac. Right-click on the SD card and click “Eject”.

    7. Double-check that your camera is powered off. Insert your SD card into your camera.

    8. Press the Power button one time to turn on the camera.

    9. The camera should automatically begin updating. After about 60 seconds, the camera should power OFF and back ON, then it’ll continue to update until it’s done. Once the update is done, you’ll see “OO” on the file counter, and you can start using your camera.

    If the camera does not automatically power OFF and back ON after about 60 seconds have passed, follow the below steps:

    1. Remove and reinsert the battery. Press the Power button one time to turn on the camera.

    2. The camera will continue updating. After about 30 seconds you should see “OO” on the file counter to indicate that the firmware update is done. At this point, you can use the camera.

    If you don’t see “OO” on the file counter after about 30 seconds, proceed to step 3.

    3. Remove the battery from the camera to power it OFF. Remove the SD card from the camera, and use a card reader to open the SD card on your computer. Note – see step 5 as a reminder of how to find your SD card on your computer.

    4. You should see HD2-firmware.bin on the root level of your SD card. Place autoexec.ash on the root level of your SD card again. Once you do this, you should see 2 files on your SD card: autoexec.ash and HD2-firmware.bin. Note – HD2-firmware.bin should already be on the SD card, but if not, place it on there again. See steps 3 and 5 of the first section for instructions on how to do this.

    5. Press the Power button one time to turn on the camera. The update should continue, then you’ll see “OO” on the file counter indicating that the update is done.

    Let us know how the troubleshooting method goes.

    Jeremy D.

    GoPro Support

    www.gopro.com/support
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  • After having similar probs to those above and now owning 2 new hero2 cams, I did get the FW update to work. I believe my original probs were due to my desktop pc having a combination of USB 2.0 and 3.0 ports. Since using my laptop (no USB 3.0 ports), updating to V198 worked like it should. HOWEVER, V198 has a bug for 3D users which Gopro advised me about in an email. I've since updated to V222 and it went well (using cine form), BUT, due to a bug The Prieview doesn't work when I wifi through my ipad. So, I manually upgraded and all is good.
    Will Gopro ever get their crap together?????
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  • I'm no further ahead since my post yesterday having followed the advice. My Hero 2 has stalled on v222 update.

    Maxwell Ackford - The link in your post to download firmware v.198 blows out to an XML page. Can you please check the link?

    GoPro support talk about the autoexec.ash file and I've no idea where this can be found - it's certainly not in any download file I've seen.
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  • i had this prob and i found out that i had to open the zip file downloaded then transfer the files onto the SD card. Dont transfer the entire zip file as it wont work like that. After i did this it worked perfectly fine.
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  • *URGENT*

    This works wonders, fixed my Gopro on the first go! :D

    https://gopro.zendesk.com/entries/221...

    Effective: 27/02/2013
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  • The above worked for me, but I only needed to reformat the SD card in the PC and get the firmware file and autoexce.ash onto it. I stuck the SD card in the GoPro and switched it on. It came straight up as if there was never any problem. All settings were reset though.

    Moral of the story? Never update anything if there's no problem in the first place.

    Tim
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  • I believe that there are a significant number of Gopro Hero 2's that for some reason or another cannot be restored after the software update is applied and these can only be replaced by the manufacturer. It is for this reason that Gopro do not readily accept returns until all reasonable steps are taken to establish that they are un repairable. If only Gopro could be upfront enough about the problem and admit that some of their units, after all reasonable user attempts to correct the issue are carried out, need to be replaced. They would then, in my opinion, be a more respected manufacturer who are prepared to admit that they have had a manufacturing problem with a number of their products which they are prepared to replace providing all reasonable attempts are carried out by the user to establish that the unit is genuinely faulty.
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  • Fixed mine very easily, follow the link below.
    One thing, ensure you unzip the exe file and place it on the root dir of your SD card.

    http://gopro.com/support/articles/fix...
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