11-22-2016 08:54 AM - edited 11-22-2016 08:58 AM
We are continuing to investigate and trying to determine why this Authenticating issue is occurring in this small number of cases. Most users can log in without a problem but I understand this has been quite a hang up for some of you so far.
First things first, make sure to have the most recent version of the Quik App downloaded. We just released a new version the other day.
Beyond that, we've already discussed that internet connectivity issues can lead to these issues. Make sure to double-check your Wi-Fi connection to see that it has a solid link to the internet. As some have noted, sometimes just closing the App, turning Wi-Fi off and on again, and relaunching the App does the trip.
Additionally, it sounds like most people running into this problem haven't been able to log in at all before. Please try going to gopro.com and logging in there to see if it works. This could also happen if your account hasn't been verified, so if you see a link below the log in area saying to verify your account, click to have the email sent to you and then verify your account through your email.
Please let me know how that goes!
11-22-2016 09:01 AM
@mattb As I've mentioned before, I am able to login to both the website and using Quik on another computer in my house. I've done all of the necessary email verifications.
I'd be happy to jump on a scree-share with engineers at GoPro to show them the problem and collect any relevant system logs if it will aid in tracking this down.
11-22-2016 12:05 PM
Internet connection is solid. I can login at gopro.com. I can't login to the app. Also happy to do a screen share or send any relevant logs on request. Please work harder to fix this terrible issue or provide us with the previous gopro app that actually worked!
12-05-2016 06:07 AM
I'm still awaiting some sort of fix for this problem. In an effort to bypass the problem i tried to create a new account via the Quik app. I get the same behavour and the app freezes at "Just a moment". Please find a solution and inform us of it @mattb!!!
12-11-2016 11:47 AM - edited 12-11-2016 11:49 AM
Well, this sucks. My GoPro has been lost in a closet for several months. Finally found it, went to update stuff, and now I'm stuck at "Authenticating..." like everyone else. Obviously I have a working internet connection and can sign in to my account on the web site, because here I am posting. Can also sign in on the 'Capture' app on my phone, so account is seemingly fine. It's just this Quik Desktop application. I have un/reinstall Quik (and Studio). Have rebooted in between and after. I have a Mid-2014 MacBook Pro with 16GB RAM. It's still on Yosemite (10.10.5), but that is supposedly supported. And since others on Sierra are having problems, I'm not upgrading just for this. Watching for more suggestions.
12-11-2016 12:09 PM
Hi @mattb ,
I have the same issue as others. I just downloaded Quick 126.96.36.19929 today and am unable to log in with the app. I am running a Mac with El Capitan OS X 10.11.6
I have verified my account in a web browser, verified I have a stable internet connection, restarted the app numerous times, etc. Every time I try to open the app and log in, I get the error "Login Failed. Email or password are invalid." I know this isn't the case since I have logged in numerous times with the same PW and email.
What can I do? Happy to screenshare/call.