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GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

[ New ]

Hello @Anonymous, 

 

There was a newly-released version for Quik for Desktop. See if installing it resolves the issue. You can follow this link for the source: https://shop.gopro.com/softwareandapp/quik-%7C-desktop/Quik-Desktop.html]

 

Let us know how it goes. 

 

Thanks, 
Marius

Anonymous
Posts: 0

Re: Can`t login, still "Authenticating..:" without effect

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It did not work.

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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same here. i downloaded the latest and still the same issue

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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i don;t think the support team has any intent of solving this issue. it has been ongoing for a very long time and there are many cases about it but still with no progress to get it fixed

Tourist
Posts: 18

Re: Can`t login, still "Authenticating..:" without effect

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The Support Team can't help, they only sit there with manuals and try to decide the best way to sort out an issue, the App Developers need to re-engineer the program from the ground up. THEREIN LIES THE PROBLEM !!!!

 

GoPro obviously is ONLY INTERESTED in selling more cameras and hardware products and doesn't give a **bleep** about software, it doesn't make money from it, so, LOW DOWN ON PRIORITIY !!!!!

 

I will reiterate what I wrote a little time ago, I am surprised no-one from GoPro monitors this forum, every other piece of software I own, the company monitors their forums to help them improve their software by looking at issues that users experience, and use that to help them improve their product.

 

Tech Support only has what is written in front of them to try and help sort out issues. If it is bigger than that, as in the issues people here are experiencing they can't help.

GoPro
Posts: 27,018

Re: Can`t login, still "Authenticating..:" without effect

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Hi everyone!

 

If you continue to experience issues after the recent update, please contact our Support Team. They'll be gathering specific information to isolate where the issue is coming from.

 

Should there be a need to raise/escalate this to the team in charge then they will be able to do so.

 

 

Thanks!

EJ

Anonymous
Posts: 0

Re: Can`t login, still "Authenticating..:" without effect

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Has anyone else had success after talking with the 'Support' team?


@aragon1006wrote:

Hi everyone!

 

If you continue to experience issues after the recent update, please contact our Support Team. They'll be gathering specific information to isolate where the issue is coming from.

 

Should there be a need to raise/escalate this to the team in charge then they will be able to do so.

 

 

Thanks!

EJ


 

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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No success here. GoPro doesn’t seem to care about this issue. I ended up abandoning Quik on my Mac and switched to my iPad. I don’t think it works as well but my only choice at this point
Tourist
Posts: 18

Re: Can`t login, still "Authenticating..:" without effect

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SUPPORT ????!!!!! Ha ha Ha ha Ha ha Ha ha    WHAT AN OXYMORON.

 

They DON'T have SUPPORT !!!!! 

 

What a joke this company is, they produce the best action camera in the world and can't SUPPORT the "supposed" editing software.

 

I have a very big lump on my head from banging my head against the wall with the stupid, idiotic useless responses they give.

They have NO F#$% idea about support.

 

SUPPORT means HELPING comsumers, this does not happen with this company, they need to LEARN ABOUT WHAT SUPPORT MEANS.

 

Am I angry, you bet your bottom dollar I am !!! I have gone back to Apple iMovie and able to do picture in picture from my 2 cameras on my kayak which is not supported with this useless piece of coding which is passed off as software.

GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

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Hello everyone, 

 

I appreciate you posting back. Not getting a resolution and having awaited a long time could really be frustrating. Let us help. There was a recently- released version for Quik for Desktop. If you have already downloaded the latest version (2.6.1) and the issue still persists, please check out the steps below and see if they help clear out the issue: 

 

There are a couple of things that might be causing problems signing into a GoPro Account through Quik for Desktop. Most of the time, it's caused by inconsistency with the account itself and not with the platform. Here are some things to check to get everything in order:

  • First and foremost, confirm that you have an account by logging in through GoPro.com with your email address and password. 
  • If you are unable to login through GoPro.com, clear your Internet browsers cache/cookies and try again. 
  • Third, confirm that you have an account by attempting to "create a new account" with the same email address you have been using. If you get a notification saying that the email is already in use, go ahead and click "forgot password" and walk through the quick process to reset your password and get logged in.
  • Finally, check to see if there is an empty space in the email, or at the end of the email. This may happen if you copied and pasted your email address, thus causing the email to read as invalid.
  • If you are on a VPN or Proxy (often seen at business), you will not be able to log into your account through Quik for Desktop. 
  • Sometimes if you attempt to create an account or reset a password, you may not receive an account verification email from GoPro. This could be the result of a few different scenarios: The email was entered incorrectly during sign up, the verification emails are blocked by your email client (possibly being filtered to junk or spam), or there is a browser caching issue preventing the email confirmation from sending properly - do you recall receiving a confirmation link on your email when you signed up for your GoPro accounts?

If all of these have been done already and you still experience the same issue, please contact our Support team for additional troubleshooting steps including gathering computer logs from the device that you are using. I see that you have already contacted Support previously but it seems that the cases were closed without completing the additional troubleshooting process. If you can still recall your old case numbers, you can use them as reference. 

 

Many thanks, 
Marius

 

 

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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i have gone through all the steps you presented. i did that before with one of your "support" reps. they said they were starting a case and would have someone call me back which never happened. i do have an account. i am able to login from my other devices and can use the software as intended from my ipad pro. the problem is with your ap for the macbook as this problem is broad and has been going on for quite some time. many people are affected and frustrated because the people at gopro don't have any interest in a solution. my way around it was to just use my ipad but that's not what i paid for and i think i should get a credit for all the time the mac platform is not working until yall get it fixed.

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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here is my case number from march which no one ever called me back about

04474810

GoPro
Posts: 27,018

Re: Can`t login, still "Authenticating..:" without effect

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Hi @alithegreat

 

Sorry to hear that you haven't heard back from them. There was an update released recently for Quik for Desktop. Kindly check if you have the latest version and see if this corrects the login issue. See details below:

 

Mac

Quik for Desktop v.2.6.1.713
Release Date: 5/10/2018

 

Should it still be the same after the new update, please contact our Support Team and refer to the same case number to have it re-opened/ followed-up. https://gopro.com/help/ContactUs

 

 

Regards,

Ej

 

 

 

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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I got an email recently from aragon1006 saying that a new release was out as of 5/10/18 that may fix this issue. I have downloaded the new release and for me the problem is still the same and i am still not able to use the mac version of the quik software. This has been extremely frustrating as i am paying for a plus subscription and having to work around the issue by using an ipad which i do not prefer and have had to re-learn some of the software as it is different on the ipad. still in learning mode and still frustrated!

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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stil the same after the new release. i wish gopro would seriously fix this problem

GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

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Hello @alithegreat

 

Apologies for the inconvenience. Our team is still working on the issue following reports that we made from your feedback. We will keep you posted once updates are available. 

Thank you for your patience. 


Best regards, 
Marius

Anonymous
Posts: 0

Re: Can`t login, still "Authenticating..:" without effect

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Still can't get past authentication on my Macbook Pro. I can however login through Windows 10, so the problem to me seems isolated to Mac OS - and I'm currently running High Sierra. Can the other mac users say what version they are on? Perhaps that is where the problem lies, since I believe the last time Quik worked for me was before the OS update. 

Tourist
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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honestly this has been going on so long that i have lost track of when it started. Probably late 2017 or January 2018. Seems like it has been around 6 months. I do think the problem is isolated to the mac version of the software. It seems like from what i have read that this is only mac users  complaining. If all of us that are plus subscribers ask for a refund, perhaps they will begin to notice and fix the issue.

GoPro
Posts: 27,018

Re: Can`t login, still "Authenticating..:" without effect

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Hi everyone!

 

I am sorry for any hassles caused. This issue is still being worked on by the team in charge. We'll get back to you on this thread for updates.

 

 

Thanks!

Ej

 

Tourist
Posts: 18

Re: Can`t login, still "Authenticating..:" without effect

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It needs to be dismantled and re-engineered from the ground up from scratch.

 

There is something majorly wrong with the coding. There is a bug in the system somewhere which needs to be found and eliminated.

 

To me that is THE ONLY SENSIBLE thing to do, and while the coders are at it, how about adding support for multiple cameras as a lot of us use several cameras, for me it is on my kayak, using 2 cameras, but would like to add a 3rd camera for underwater shots.

 

I have reverted to using Apple's iMovie which allows camera in camera footage, but only for 2 cameras.

 

Seeing GoPro is THE GO TO CAMERA for the majority of sports people, it would be good to have this extra support to enhance the brilliant footage these cameras produce.

Anonymous
Posts: 0

Re: Can`t login, still "Authenticating..:" without effect

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New Gopro owner here using 2017 Macbook Pro. I have tried all the suggestions on the forums and still cannot get past the authenticating issue for Quick Desktop. Pretty disappointing not to be able open the desktop application for a brand new piece of gear.
GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

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Hello @Anonymous, 

 

Appreciate you going through the recommended steps. Sorry to hear about the trouble. But as this maybe related to particular settings on your device or account, let our Support team help.  You can get in touch with them via phone or chat through https://gopro.com/help/ContactUs. 

 

Best regards, 

Marius

Anonymous
Posts: 0

Re: Can`t login, still "Authenticating..:" without effect

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I contacted support and was able to correct my issue in about 15 minutes by editing the "Hosts" file on my laptop following thier step by step instructions.  I am up and running now.  Thanks!

 

GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

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Awesome! Great to know that issue is resolved. Thank you for posting back to share the resolution. Stay stoked and have fun using your GoPro!

 

All the best, 

Marius

Hiker
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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Hi,

 

I have the same problem to my MacBook Air as well. i have just installed the latest version of 2.6.2.770 but it still stuck at the Authenticating page.

 

Go through all these topics comments since 2016 but it never solve my problem.

 

Mac OS: macOS High Sierra

Gopro Quik: 2.6.2.770

Internet Speed: 100mbps

 

Really quite dissapointed that same problem but still cannot been solved in years!!

 

Hiker
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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Hi,

 

I have the same problem to my MacBook Air as well. i have just installed the latest version of 2.6.2.770 but it still stuck at the Authenticating page.

 

Go through all these topics comments since 2016 but it never solve my problem.

 

Mac OS: macOS High Sierra

Gopro Quik: 2.6.2.770

Internet Speed: 100mbps

 

Really quite dissapointed that same problem but still cannot been solved in years!!

 

GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

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Hello @leonardgan

 

Good to know that you already have the latest version of Quik for desktop on your computer. If you have not done so yet, try the following steps: 

 

1 Open Quik for desktop
2 While on the login screen, select the “Help” tab above the Quik for desktop window
3 Select “Restart with default settings”
4 A modal will appear saying “Are you sure?“. Click “Restart” once more.
5 Quik for desktop will close and reopen. Quik for desktop will appear as if you installed it for the first time.
6 Go to the login screen and input your credentials. You should then be able to login successfully.

 

Let us know how it goes. 

 

Thanks, 
Marius

Anonymous
Posts: 0

Re: Can`t login, still "Authenticating..:" without effect

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Marius --

 

This is a frustrating problem.  I've got a brand-new, first-time GoPro HERO5 Black, and I'm ready to box it up and send it back.  The software is unusable, and thus so is the camera.

 

I've been reading solutions and trying things for over an hour, and have had no luck.  

  • I've followed instructions to edit the "hosts" file (though the offical instructions call it "host" which is incorrect and was also frustrating) and when I copy it to my desktop, it is deleted immediately.  No matter where I copy it, it vanishes.  The instructions do not deal with this at all.
  • I've followed the instructions you write below, and it's the same over and over and over when I Restart with Default Settings.  I've never logged in to the app, and still can't.
  • My internet connection is just fine, at 98.6 Mpbs.
  • My Macbook Pro is a brand new model, Apple's latest, and all of my apps are updated to the latest versions, as is the OS

Is there a way to talk to a real person to get this non-functional software working?  Or should I give up and get a different camera?

 

 

GoPro
Posts: 27,018

Re: Can`t login, still "Authenticating..:" without effect

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Hi @Anonymous

 

I am sorry for any troubles caused. This is definitely not the kind of experience we want you to have.

For further assistance, you may reach out to our Support Team by phone or chat.

Please take note of their operating hours listed on this link

 

 

Best Regards,

Ej

Anonymous
Posts: 0

Re: Can`t login, still "Authenticating..:" without effect

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OMG. I don't doubt editing hosts file works, but really GOPRO? You shouldn't have to edit a hosts file to be able to log in on a mac. 

 

PS. This is 2018. I work in software here in San Francisco. I know how modern software works. Why can't I just install the software on a mac and log in? The mac is fully up to date. OS High Sierra 10.13.6, updated last week. 

Tourist
Posts: 3

Re: Can`t login, still "Authenticating..:" without effect

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Hi, I've got the same problem with a hanging authentication. Is it possible to post this step by step instructions concerning the editing of the hosts files?

GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

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Hello @dominicm3586

 

It would be best to get in touch with our Support team so they can walk you through the steps. You can reach them through phone or chat here https://gopro.com/help/ContactUs

 

Thanks, 
Marius

Tourist
Posts: 3

Re: Can`t login, still "Authenticating..:" without effect

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Hello, I can't reach the support, because the phone number on your website isn't correct for Germany.

Please try it out by yourself.

 

Anyhow, I've got the solution and I want to share it with all GoPro users searching for a solution in this forum.

The problem of a failure at the authentication process is not GoPro's fault!

The hosts file on the Mac is empty (I don't know why) and it should have the appropriate content.

Follow the link or use google (edit hosts file mac os) to get a step by step instruction to get a correct hosts file.

 

https://www.imore.com/how-edit-your-macs-hosts-file-and-why-you-would-want

 

Without the hosts file the mac doesn't know his own IP-adress, so it can't communicate with the GoPro server.

host-file-mac-screenshot-04.jpg
GoPro
Posts: 27,018

Re: Can`t login, still "Authenticating..:" without effect

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Hi @dominicm3586

 

Thank you for sharing this information, this is a big help! I will have this shared to the team in charge.

 

We'll have the number verified but it should be working within their hours of operation listed here.

 

 

Regards,

Ej

 

Tourist
Posts: 8

Re: Can`t login, still "Authenticating..:" without effect

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thank you for the information. I have the same problem but not an computer specialist. Can you explain what I have to do exactly with the mac OS "Terminal".

I tryed so many things and i'm fed up ! I really want to test your solution but i'm not confortable without "tuto".

Thank you in advance

 

Capture d’écran 2018-09-08 à 14.16.02.png
Tourist
Posts: 8

Re: Can`t login, still "Authenticating..:" without effect

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This my configuration. May I have to delete something ? Thank you for your support

Capture d’écran 2018-09-09 à 23.01.02.png
GoPro
Posts: 19,613

Re: Can`t login, still "Authenticating..:" without effect

[ New ]

Hello @snowycreek73445

 

Sorry to hear that the issue is still not resolved for you. Let our Support team help. Please get in touch with them through phone or chat here https://gopro.com/help/ContactUs so they can walk you through the steps. Make sure that you have access to your computer when you contact them. 

 

Best regards, 
Marius

Tourist
Posts: 11

Re: Can`t login, still "Authenticating..:" without effect

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I have the same issue on windows 10. 

So.... i contact the support, talked to them over the phone, also send them my system info and dxdiag. guess what?... they told me eventually that their software expert needs to check it and to come back to me. still waiting, where are you guys???? 

the case number is: 05040322

 

BTW your support (at least the tier I've talked to) is so so basic... can believe that is the knowledge level for a tech company in 2018???? 

Tourist
Posts: 11

Re: Can`t login, still "Authenticating..:" without effect

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Where are the support experts , GoPro????? 

 

Tourist
Posts: 3

Re: Can`t login, still "Authenticating..:" without effect

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Hello @snowycreek73445

there is no local host entry in your file.

 

It is neccessary, that you have the following (additional) entry:

 

127.0.0.1  localhost

 

Otherwise the MAC doesn't know its own adress and can't communicate to the GoPro-Server.

Sightseer
Posts: 2

Re: Can`t login, still "Authenticating..:" without effect

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I have the same issue, and can't login/import anything using Quik.

It's been over 2 years and the Mac ap is still unusable? 

 

Yes, I tried suggestions in this thread and couple of other, but problem still persist.

GoPro
Posts: 27,018

Re: Can`t login, still "Authenticating..:" without effect

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Hi @karolj7546

 

 

Please try these troubleshooting steps:

 

Restart Quik for Desktop with default settings. Help> Restart with default settings.
If it's still the same restart your computer and try again. You can also try to uninstall/reinstall Quik.
Create a new gopro.com user account and attempt to reproduce the issue
If all else fails, create a new user account on the local computer and attempt to reproduce the issue.

 

In addition to this, please let us know if the main email you have used is associated with a GoPro Plus subscription.

 

Thanks!

Ej

Hiker
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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Tried all these steps before but it still hanging at the same page. 

there is really no any general solution to your software since so many years?? why not just create something general and support your customers..just feel frustrated when plug in my memory card and quik started automatically without ending.

GoPro
Posts: 27,018

Re: Can`t login, still "Authenticating..:" without effect

[ New ]

 

Hi @leonardgan

 

Is your email associated with a GoPro Plus subcscription?

Please let us know so we can add this to our report.

 

Thanks!

Ej

Sightseer
Posts: 2

Re: Can`t login, still "Authenticating..:" without effect

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I tried that and it worked for the first time, then after rebooting my machine it hangs on authentication again.

I have no Plus subscription.


How about you rewrite this app from scratch and make it work already, for god's sake? It's been in this state for over 2 years now. Where did your QA team go?
Hiker
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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Hi @aragon1006,

 

Nope. i did not do any subscription with GoPro Plus

The existing Quik is having problem already..dont think i have the confident to go for PLUS at the moment.

Hiker
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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ya @karolj7546, i have the same things as well..most of the steps is ok for first time log-in only. than once u close the apps and reopen it, it will just go back to the problem again. 

 

Feel funny to have a lot GoPro account right? once hang then create new account again??

 

Honestly, i already gave up and trying other apps. 

Tourist
Posts: 18

Re: Can`t login, still "Authenticating..:" without effect

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As I have been telling people for the past 2 years on this problem, FORGET CONTACTING SUPPORT they have NFI how to fix the issue.

GoPro HAS TO COMPLETELY RE-ENGINEER the App from the ground up.

There is no other way that this issue can be resolved.

 

There is a major bug in the software, and any other company would have been on top of this and got it sorted out.

Go Pro is ONLY interested in selling units, NOT the accompanying editing software.

 

I personally have gone back to using Apple's iMove with relative success and can do picture in picture and add several sound tracks. The only thing it wont do is add the abiltiy to edit more than 2 cameras, but, I can live with that.

 

The thing is, iMovie WORKS !!!!

 

MESSAGE HERE: Don't waste your time with Support because I have been reading their same lame suggested "fixes" for 2 years now !!!

 

 

Fishing Cement Works.jpg
Hiker
Posts: 10

Re: Can`t login, still "Authenticating..:" without effect

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@antond57

Ya..totally agreed on your statement. 

 

Im using Imovie as well..just one things that imovie unable to do (eg.Capture photo from video)..others is much more better than Quik..Im trying to use Quik is only because that im a GoPro user and there do provide video template.

 

Ya..the point here is..Quik is not working..!! but others software yes!!

Hiker
Posts: 12

Re: Can`t login, still "Authenticating..:" without effect

[ New ]

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 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 and edited hosts file 

 

 

 

quik solution.jpg