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Tourist
Posts: 2
Accepted Solution

Media not showing up in GoPro Quik desktop app

For the first week I had my Hero5 Black I had no problem importing footage to my Macbook Pro but now when I plug in my GoPro with the USB cord it's rarely recognized by my laptop. I tried resetting my USB ports and once it recognized the GoPro but when Quik launches, it identifies the Hero5 but says there's no media to download (see image). Does anyone know what might remedy this issue? 

Thanks for your help and insight! Screen Shot 2018-07-05 at 6.01.27 PM.png


Accepted Solutions
GoPro
Posts: 7,578

Re: Media not showing up in GoPro Quik desktop app

Hello @megsan2

 

I know how the inconsistency in behavior could be disappointing. Thank you for trying out troubleshooting steps on your end. By any chance, have you been able to test with a different USB cord? Also, see if the steps to fix in this article about camera not being recognized on Quik for desktop on a Mac will help clear the issue. 

 

Let us know how it goes. 

 

Thanks, 
Marius

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All Replies
GoPro
Posts: 3,505

Re: Media not showing up in GoPro Quik desktop app

 

Hi @megsan2

 

What are the files in there? 

 

Is it video only? 

If it is. Make sure it's not in HEVC format. 

Meaning not more than 120FPS or 4K 60FPS. 

You may try to remove the SD card and reset your camera first to factory settings. 

(Make sure that the SD card is out to prevent data loss)

 

Please let us know if that will work. 

 

 

Regards,

-Jay 

Tourist
Posts: 2

Re: Media not showing up in GoPro Quik desktop app

Hello Jay, 

Thank you so much for your response! 

I have mostly video on the SD card. There are one or two pictures, but those have uploaded just fine. 

The SD card is not in HVEC format. All the footage is 1080 at 60fps at 2.7K. 

I removed the SD card and reset the GoPro to factory settings. That worked for a little bit and then the device said it was disconnected and ceased to import the footage. When I tried to turn the device back on, it no longer recongized the GoPro. 

I will try it again, but I'm disappointed this has been an ongoing issue. 

Thank you again for your help! I'll keep at it. 

Megan

GoPro
Posts: 7,578

Re: Media not showing up in GoPro Quik desktop app

Hello @megsan2

 

I know how the inconsistency in behavior could be disappointing. Thank you for trying out troubleshooting steps on your end. By any chance, have you been able to test with a different USB cord? Also, see if the steps to fix in this article about camera not being recognized on Quik for desktop on a Mac will help clear the issue. 

 

Let us know how it goes. 

 

Thanks, 
Marius