Capture - Camera Connection Troubleshooting

What’s the issue?

The Wi-Fi network cannot be found on your mobile device or you get the "Connect Your Camera", "Wi-Fi Network Not Connected", "Connection Lost" message in the App.

It is normal to see "No Internet Connection" written in orange lettering.
If there is a blue check mark next to your camera name, you are connected.
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Where does it apply?

  • Capture
  • iOS Devices
  • Android Devices
    HERO6 Black
  • HERO5 Black
  • HERO5 Session
  • HERO4
  • HERO Session + HERO4 Session
  • HERO+/HERO+ LCD
  • HERO3+
  • HERO3

How to fix it

Here are the main steps to troubleshoot connection issues.
  1. Be sure that your camera, app and mobile device are on their most current versions of software.
  2. Forget the Bluetooth ID in Settings on your device. Select "Forget this device".
  3. Delete any camera currently listed in your app.
  4. Reset the Wi-Fi in Settings on your camera.
  5. Pair the camera as a new device.
Here is the step by step process in more detail:

iOS Devices
Let's start by forgetting the Bluetooth ID in Settings.
1. Open Settings on your iOS device and navigate to Bluetooth.
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2. Tap the small circle with the letter "i" and then select "Forget this device".
If your GoPro is listed multiple times, delete all devices with the same name.
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3. Remove the camera from the menu in Capture. Open Capture and select "Connect Your Camera". Select the pencil icon in the top left corner to delete the camera.
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4. Select the "X" to delete the camera, then select the "Delete" button to remove the camera.
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How to reset the Wi-Fi on our Camera

Once you've deleted the Bluetooth ID, please also reset your Wi-Fi. 

HERO5 Black / HERO6 Black
  • From the main screen, swipe down.
  • Tap "Connect" (or "Connections" for HERO6 Black) > "Reset Connections", and then tap "Reset".
  • You will now have a new password that is created by the camera.
  • NOTE: The camera name cannot be altered on HERO6 & HERO5 Black, only the password can be reset. 
HERO5 Session
  • With your camera off, press the Menu button to turn on the status screen.
  • Press the Menu button repeatedly until you get to "Connections Settings".
  • Press the Shutter button to select "Connections Settings".
  • Press the Menu button repeatedly until you get to "Reset Connections".
  • Press the Shutter button to select "Reset Connections".
  • Press the Menu button to navigate to "Yes".
  • Press the Shutter button to select "Yes".
  • "Wi-fi Reset Successful" will appear on status screen.
HERO4 Black & Silver
  • Turn the camera ON.
  • Press the Mode button until “Set Up” appears on the screen.
  • Select the red shutter button on top of the camera.
  • Press the Mode button repeatedly on front of the camera until “Reset Cam” is highlighted.
  • Press the Mode button to select “Reset Wi-Fi”.
  • Press the shutter button to select.
  • Press the mode button to highlight “Reset”
  • Press the shutter button to select.
HERO4 Session
Reset the Camera:
  • Press and hold the shutter button for 8-10 seconds.
  • Note: Resetting the camera does not reset the Wi-Fi
Reset the Wi-Fi:
  • Press and hold the INFO/WI-FI button for 8-10 seconds; you will be prompted with "Reset Wi-Fi." The button can now be released. 
  • Press the INFO/Wi-Fi button once to highlight YES. 
  • Press the SHUTTER button once to select YES; the camera will prompt you that the reset has occurred, then turn off. 
  • Follow the pairing instructions here. You will set up a new name and password during the pairing process. 
HERO+ & HERO+ LCD:
  • Turn the camera ON.
  • Press the Mode button repeatedly on front of the camera until “Set Up” appears on the screen.
  • Select the shutter button on top of the camera.
  • Select the shutter button to select into the Wireless menu.
  • Press the Mode button until "Reset Wi-Fi" is highlighted.
  • Press the shutter button to select.
  • Press the Mode button to highlight “Reset”.
  • Press the shutter button to select.
HERO3 & HERO3+:
  • Typically connection issues on the HERO3 or HERO3+ result from entering the wrong password. In order to get reconnected, please follow these instructions to reset the password on your camera: Password Reset Instructions.

Pair Your Camera

Now that you've deleted the Bluetooth ID and reset your Wi-Fi, you will need to pair your GoPro as a new device.
To pair as a new camera, please follow these instructions:
How to Pair the Camera with the GoPro App
 

If Your Wi-Fi Network Can't be Found in Phone/Tablet:

  1. Turn off/on the phone/tablet's Wi-Fi.
  2. Power off/on the camera.
  3. Make sure the camera is in GoPro App or Phone/Tablet mode and that you see a Wi-Fi icon in the bottom-right corner of the camera's screen.
  4. Open up the Wireless Settings on your device and try to connect to the Wi-Fi network with the phone/tablet.
  5. If the network is not present in the phone/tablet's list, try another phone/table if possible.
  6. Redo the software update.
Check your mobile device settings:
  1. If you still can't get connected, close the GoPro App, forget the Wi-Fi network in your device's wireless network settings, and turn on Airplane Mode on your device.  
  2. Turn off any Firewall apps, such as Droid Wall.
  3. Try reconnecting to the Wi-Fi network and launch the GoPro App.  
  4. If you're unable to connect to your camera, then this means that your device's APN settings are preventing the GoPro App from working on your device.  Apps that affect data compression/transfer and your device's APN settings conflict with the GoPro App. Uninstall those APN/data compression apps to restore your APN settings to default, then the GoPro App should work with or without Airplane Mode enabled.
Still having trouble connecting?
In order to assist you as quickly and efficiently as possible, it would be very helpful if you could provide us with the following information. We will gladly do everything we can to get you up and running with the GoPro App:
  • A brief description of what you have tried
  • Camera Model 
  • Camera firmware version (e.g. v3.00)
  • Phone Model (e.g. iPhone 6 or Samsung Galaxy S5)
  • Mobile OS (e.g. iOS 10.1 or Android 5.1)
  • Carrier (e.g. Sprint, AT&T, Verizon, etc.)
  • GoPro App version
The above troubleshooting should fix any connection issues you are having. If you continue to have difficulties please call or chat back in and let us know that none of these steps worked.

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