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Highlighted
Tourist
Posts: 11
Accepted Solution

Can not sign in to QUIK - authenticating...

[ Edited ]

So basically, I can't log in to Quik. The application gets stuck on "Authenticating..." One thing I notice is the number of people struggling with this.

 

After several sessions with GoPro support, one of them suggested that I add an entry (127.0.0.1 localhost) to my hosts file. As this entry is there by default I struggle to see why this should resolve anything. 

 

Another session and GoPro suggested that the graphics card in my MacBook Pro was the cause of the problem and that I needed at least Intel HD Graphics 4000. According to the support technician, this requirement is documented. I have NVIDIA GeForce GT 750M 2048 MB Intel Iris Pro 1536 MB. However, the requirements disagree with the GoPro support technician:

 

Any graphics card shipped with Intel® Dual Core™ Macs or better 

Recommended for 4K editing and playback: Intel HD Graphics 4000 or better 
Recommended Video RAM: 512 MB RAM or greater for video playback under 4K, 1GB RAM or greater for 4K playback

 

As my MacBook Pro is a Quad Core I expect the graphics to meet the requirements as documented by GoPro, so I think we can agree on dropping the graphics card discussion.

 

The support technician then went on to suggest that I install some third party software to access the files on my GoPro device. The suggested software, VSDC, is not available for Mac. 

 

Seriously, I find it SHOCKING that GoPro has not been able to fix this or at least inform their customers of the problem. As I am in the software industry myself I suggest that GoPro enable a logging/trace function on a desktop to figure out the root cause if the problem. How hard can it be? 

 

Should I browse the market for another device? This clearly is not working.

 

 


Accepted Solutions
Tourist
Posts: 11

Re: Can not sign in to QUIK - authenticating...

[ Edited ]

So, here is the solution:

All over this forum the suggested solution is to add an entry to the hosts file. This is confusing because there is already an entry for 127.0.0.1 localhost in the hosts file in Mac OS X. The underlying issue is how the code parses the hosts file (I don't know what the code does with the information). My best guess is that the programmer who wrote the code had a hosts file with the localhost entry on the first line in his development environment. Anyway, the solution to the "authenticating" issue is to make your hosts file look exactly the same as the one in the not so clever programmers (programming environment. So:

 

What we want to do:

A. Edit the hosts file. The hosts file is locked for editing in its original location so you need to make a copy that you can edit outside the original location before replacing the original hosts file.

 

1. Make sure you are logged in as an administrator

2. Open a Finder window

3. In the application meny, select Go->Go to Folder and enter /private/etc/hosts

3. Copy the hosts file

4. Paste the hosts file on your desktop

5. Double-click on the hosts file on your desktop to edit it

6. Move the 127.0.0.1 localhost entry to the very top of the file. Note that it is imperative that the entry is at the very top of the file

7. Close the editor (you will not be asked if you want to save the file)

8. Copy the edited hosts file on your desktop

9. In the Finder window, once again select Go->Go to Folder and enter /private/etc/hosts 

10. Paste the edited hosts file. A popup dialog box with the question "An item named “hosts” already exists in this location. Do you want to replace it with the one you’re moving?" Click Replace 

11. Turn Wi-Fi Off

12. Turn Wi-Fi On

13. Launch Quik and sign in.

 

Please find attached a photo that shows the original end edited hosts file 

 

Lastly, I want to express my deepest sympathy with the GoPro support team who are left to fight this battle with annoyed customers without any information or training in this matter. I am incredibly disappointed in the GoPro organisation and management. This is an issue that should be taken care of right away but is completely ignored for unknown reasons. Get your act together, GoPro management, and:

1. Communicate to your support teams how to resolve this issue.

2. Fix the code and issue an update. Do it NOW

3. Change your quality procedures

 

PS.

If I am asked by my friends how my new GoPro is working out, what do you think I should answer?

View solution in original post

quik solution.jpg
Tourist
Posts: 11

Re: Can not sign in to QUIK - authenticating...

So, here is the solution:

All over this forum the suggested solution is to add an entry to the hosts file. This is confusing because there is already an entry for 127.0.0.1 localhost in the hosts file in Mac OS X. The underlying issue is how the code parses the hosts file (I don't know what the code does with the information). My best guess is that the programmer who wrote the code had a hosts file with the localhost entry on the first line in his development environment. Anyway, the solution to the "authenticating" issue is to make your hosts file look exactly the same as the one in the not so clever programmers (programming environment. So:

 

What we want to do:

A. Edit the hosts file. The hosts file is locked for editing in its original location so you need to make a copy that you can edit outside the original location before replacing the original hosts file.

 

1. Make sure you are logged in as an administrator

2. Open a Finder window

3. In the application meny, select Go->Go to Folder and enter /private/etc/hosts

3. Copy the hosts file

4. Paste the hosts file on your desktop

5. Double-click on the hosts file on your desktop to edit it

6. Move the 127.0.0.1 localhost entry to the very top of the file. Note that it is imperative that the entry is at the very top of the file

7. Close the editor (you will not be asked if you want to save the file)

8. Copy the edited hosts file on your desktop

9. In the Finder window, once again select Go->Go to Folder and enter /private/etc/hosts 

10. Paste the edited hosts file. A popup dialog box with the question "An item named “hosts” already exists in this location. Do you want to replace it with the one you’re moving?" Click Replace 

11. Turn Wi-Fi Off

12. Turn Wi-Fi On

13. Launch Quik and sign in.

 

Please find attached a photo that shows the original end edited hosts file 

 

Lastly, I want to express my deepest sympathy with the GoPro support team who are left to fight this battle with annoyed customers without any information or training in this matter. I am incredibly disappointed in the GoPro organisation and management. This is an issue that should be taken care of right away but is completely ignored for unknown reasons. Get your act together, GoPro management, and:

1. Communicate to your support teams how to resolve this issue.

2. Fix the code and issue an update. Do it NOW

3. Change your quality procedures

 

PS.

If I am asked by my friends how my new GoPro is working out, what does GoPro think I should answer?

View solution in original post

quik solution.jpg

All Replies
GoPro
Posts: 3,505

Re: Can not sign in to QUIK - authenticating...

 

Hi @connyf668,

 

If you have successfully logged into Quik for desktop in the past,

While the "Authenticating" message is appearing, wait 15 seconds, then close Quik for desktop.
Turn off the Wi-fi connection, then re-enable it.(Connect computer via Ethernet cable rather than Wi-fi if possible)
Now reopen Quik for desktop and retry the login.

 

Regards,

-Jay 
 

Tourist
Posts: 11

Re: Can not sign in to QUIK - authenticating...

[ Edited ]

Thanks, graytree76514, but I have never been able to sign in from Quik.

Tourist
Posts: 11

Re: Can not sign in to QUIK - authenticating...

[ Edited ]

So, here is the solution:

All over this forum the suggested solution is to add an entry to the hosts file. This is confusing because there is already an entry for 127.0.0.1 localhost in the hosts file in Mac OS X. The underlying issue is how the code parses the hosts file (I don't know what the code does with the information). My best guess is that the programmer who wrote the code had a hosts file with the localhost entry on the first line in his development environment. Anyway, the solution to the "authenticating" issue is to make your hosts file look exactly the same as the one in the not so clever programmers (programming environment. So:

 

What we want to do:

A. Edit the hosts file. The hosts file is locked for editing in its original location so you need to make a copy that you can edit outside the original location before replacing the original hosts file.

 

1. Make sure you are logged in as an administrator

2. Open a Finder window

3. In the application meny, select Go->Go to Folder and enter /private/etc/hosts

3. Copy the hosts file

4. Paste the hosts file on your desktop

5. Double-click on the hosts file on your desktop to edit it

6. Move the 127.0.0.1 localhost entry to the very top of the file. Note that it is imperative that the entry is at the very top of the file

7. Close the editor (you will not be asked if you want to save the file)

8. Copy the edited hosts file on your desktop

9. In the Finder window, once again select Go->Go to Folder and enter /private/etc/hosts 

10. Paste the edited hosts file. A popup dialog box with the question "An item named “hosts” already exists in this location. Do you want to replace it with the one you’re moving?" Click Replace 

11. Turn Wi-Fi Off

12. Turn Wi-Fi On

13. Launch Quik and sign in.

 

Please find attached a photo that shows the original end edited hosts file 

 

Lastly, I want to express my deepest sympathy with the GoPro support team who are left to fight this battle with annoyed customers without any information or training in this matter. I am incredibly disappointed in the GoPro organisation and management. This is an issue that should be taken care of right away but is completely ignored for unknown reasons. Get your act together, GoPro management, and:

1. Communicate to your support teams how to resolve this issue.

2. Fix the code and issue an update. Do it NOW

3. Change your quality procedures

 

PS.

If I am asked by my friends how my new GoPro is working out, what do you think I should answer?

quik solution.jpg
Tourist
Posts: 11

Re: Can not sign in to QUIK - authenticating...

So, here is the solution:

All over this forum the suggested solution is to add an entry to the hosts file. This is confusing because there is already an entry for 127.0.0.1 localhost in the hosts file in Mac OS X. The underlying issue is how the code parses the hosts file (I don't know what the code does with the information). My best guess is that the programmer who wrote the code had a hosts file with the localhost entry on the first line in his development environment. Anyway, the solution to the "authenticating" issue is to make your hosts file look exactly the same as the one in the not so clever programmers (programming environment. So:

 

What we want to do:

A. Edit the hosts file. The hosts file is locked for editing in its original location so you need to make a copy that you can edit outside the original location before replacing the original hosts file.

 

1. Make sure you are logged in as an administrator

2. Open a Finder window

3. In the application meny, select Go->Go to Folder and enter /private/etc/hosts

3. Copy the hosts file

4. Paste the hosts file on your desktop

5. Double-click on the hosts file on your desktop to edit it

6. Move the 127.0.0.1 localhost entry to the very top of the file. Note that it is imperative that the entry is at the very top of the file

7. Close the editor (you will not be asked if you want to save the file)

8. Copy the edited hosts file on your desktop

9. In the Finder window, once again select Go->Go to Folder and enter /private/etc/hosts 

10. Paste the edited hosts file. A popup dialog box with the question "An item named “hosts” already exists in this location. Do you want to replace it with the one you’re moving?" Click Replace 

11. Turn Wi-Fi Off

12. Turn Wi-Fi On

13. Launch Quik and sign in.

 

Please find attached a photo that shows the original end edited hosts file 

 

Lastly, I want to express my deepest sympathy with the GoPro support team who are left to fight this battle with annoyed customers without any information or training in this matter. I am incredibly disappointed in the GoPro organisation and management. This is an issue that should be taken care of right away but is completely ignored for unknown reasons. Get your act together, GoPro management, and:

1. Communicate to your support teams how to resolve this issue.

2. Fix the code and issue an update. Do it NOW

3. Change your quality procedures

 

PS.

If I am asked by my friends how my new GoPro is working out, what does GoPro think I should answer?

quik solution.jpg