Reynaldo (2018/10/13 15:41:05): My name is Reynaldo. How can I help you?
Me (2018/10/13 15:41:35): The start of gopro fusion is strange
Reynaldo (2018/10/13 15:41:49): Hi, xxxxx.
Reynaldo (2018/10/13 15:42:00): Thank you for reaching out to GoPro Support.
Reynaldo (2018/10/13 15:42:28): May I know what’s happening with the start up of the Fusion?
Me (2018/10/13 15:43:31): There is an aler called “** NOT SPEC ** CAMERA NOT READY”
Me (2018/10/13 15:44:08): Even if it starts, the letter “fusion” is displayed, but it disappears.
Reynaldo (2018/10/13 15:44:34): I see. May I have your camera’s serial number?
Me (2018/10/13 15:45:04): #xxxxxxxxxxx
Reynaldo (2018/10/13 15:45:51): Thank you for providing me the serial number. Please try this instructions. Press the Mode button (side) to power on your camera. Press the Mode button repeatedly until the Settings icon (wrench) appears; press the Shutter button (front) to enter Settings. Press the Shutter button five times to bring up the Preferences settings. Press the Mode button repeatedly, until “RESET” is highlighted at the bottom of the list, then press the Shutter button to select. Press the Mode button to highlight “RESET,” then press the Shutter button to confirm and restore the camera to Factory Settings.
Reynaldo (2018/10/13 15:46:21): Let me know how it goes.
Me (2018/10/13 15:48:18): The power will not be able to go to the setting screen and the power will be won. So, after that FUSION letters are displayed, but it disappears.
Reynaldo (2018/10/13 15:49:34): Can you please capture a short clip of showing the issue and upload it on YouTube for us to check it further? Thank you.
Me (2018/10/13 15:50:14): Please wait a little.
Reynaldo (2018/10/13 15:50:26): Please take your time.
Me (2018/10/13 15:55:51): https://youtu.be/xxxxxxx
Me (2018/10/13 15:56:14): I tried it up so please take a look.
Reynaldo (2018/10/13 15:56:28): Thank you so much for providing me the video. Let me go ahead and check it further.
Reynaldo (2018/10/13 15:58:12): Thank you for patiently waiting. Were you able to reset the camera earlier and still the same issue?
Reynaldo (2018/10/13 15:59:27): Are you still there?
Me (2018/10/13 15:59:40): hi
Reynaldo (2018/10/13 16:00:18): Were you able to reset the camera earlier? The instructions on how to reset the camera. Were you able to do it?
Me (2018/10/13 16:00:37): It is my first experience.
Reynaldo (2018/10/13 16:00:57): May I know when and where did you purchase the camera?
Me (2018/10/13 16:01:02): I could do it before
Reynaldo (2018/10/13 16:01:37): What do you mean?
Me (2018/10/13 16:01:42): I bought it in Japan in May 2018.
Reynaldo (2018/10/13 16:02:08): Have you tried manually updating the camera?
Me (2018/10/13 16:03:12): I could not do that.
Me (2018/10/13 16:03:35): It is the latest version now
Me (2018/10/13 16:04:09): I decided to try manual update, but I could not do it well.
Reynaldo (2018/10/13 16:05:04): I see. May I know what was the last activity that you’ve been doing when the camera was still working fine?
Me (2018/10/13 16:05:33): I shot video of the barbecue.
Me (2018/10/13 16:05:55): It is not moving intensely.
Reynaldo (2018/10/13 16:07:10): Can you please send me a copy of the receipt using this link? http://gopro.com/help/xxxxxxxxx
Reynaldo (2018/10/13 16:09:02): Are you still there?
Me (2018/10/13 16:09:11): ok
Reynaldo (2018/10/13 16:09:31): Please let me know once you already uploaded the receipt.
Me (2018/10/13 16:11:11): I was able to load it.
Reynaldo (2018/10/13 16:12:45): Thank you for patiently waiting. Can you please fill out this form for the shipping address so I can go ahead and process a warranty replacement? http://gp.force.com/xxxxxxxxxx
Me (2018/10/13 16:13:54): Please wait little by little
Me (2018/10/13 16:14:43): I bought it in Japan, can I do the exchange procedure at a Japanese dealer?
Reynaldo (2018/10/13 16:15:28): You can try and contact the local store to where you purchase it from for a faster turn around.
Reynaldo (2018/10/13 16:15:57): If in any case that they won’t replace it, please contact us again by referring to this support case number 05153480.
Me (2018/10/13 16:16:46): Please wait for a while as i input.
Reynaldo (2018/10/13 16:17:29): Have you tried contacting the local store from where you purchase the camera?
Me (2018/10/13 16:17:57): I have not done it.
Reynaldo (2018/10/13 16:18:34): Alright then. Please contact them for a faster turn around replacement.
Reynaldo (2018/10/13 16:19:57): We can always reopen this case if in any case the local store won’t replace the camera.
Me (2018/10/13 16:20:16): ok
Reynaldo (2018/10/13 16:20:19): Aside from this, is there anything else that I can help you with? I just want to make sure that everything is covered before we end this chat.
Me (2018/10/13 16:20:57): it’s fine! Thank you very much.
Reynaldo (2018/10/13 16:21:07): Thank you for chatting GoPro Support. Once again, my name is Reynaldo. You have a great day!
Me (2018/10/13 16:21:54): Thank you Reynaldo
Reynaldo (2018/10/13 16:22:16): You are more than welcome, xxxxx.