05-23-2018 10:26 AM
Great to hear back from you. Thank you for going through the suggested steps. Let me answer/respond to the follow-up questions you have:
- I'm using a compatible SD card (SanDisk Extreme PLUS UHS-I 64GB). - This is good!
- Do you recommend re-formatting the SD card on a regular basis? - Yes, this is a recommended practice. When you format your SD card in your camera the original file structure and partitions are restored so that the SD card will continue to properly communicate with the camera.
- Should the camera be turned ON or OFF when connected to my laptop for importing media? - The camera should be turned on.
- Perhaps the USB-C-to-USB adapter is causing trouble. Do you provide a direct connector cable for USB-C ports? - This could be one possibility. Typically, the charging cable that came with the camera package allows for stable connection between the camera and your computer. If you observe any instance of disconnection, let our Support team know so they can submit for a warranty replacement as necessary.
- Quik desktop app version: I was using v220.127.116.116 but have upgraded to the latest version (v18.104.22.1683).
- I have the "automatically download updates" setting turned on, but I didn't get a notice about the update until I quit and restarted the app. - Checking on this with the team.
- Where is the Quik's option for "Automatically delete files after importing"? I don't see it in the general settings for the desktop app or when importing. - Try this. Connect your camera to your computer, power camera on so Quik launches. On the launch page, you will see a gear icon to the upper right of the blue import files button. Click on the button and a pop-up screen will show you the option.
- Unrelated: Under what conditions is the "View > Enter Fullscreen" menu item enabled in the Quik app? It seems to be always disabled in both view and create modes. - This item is enabled when you are viewing videos one at a time, not in gallery view (in View Mode).
Hope this helps!
09-01-2018 11:56 AM
I have a similar issue, using a macbook pro 2017.
I use a sd card reader.
I took about 7 days of time laps picture, i could see the 7 days on the sd card, but when importing (options set to automatically import and delete) the camera didn't import the 2 last days (the progression bar became red). I could see the progress stuck to around 9000 pictures over 11500. I then closed the software (after waiting good 15 minutes), unmounted the sd card, removed it, put it back, but then all the files were gone.
Basically the software deleted the files before importing them all.
It's a very bad issue, days of work have been lost just like that.
I think it's a mistake to advice people to use the automatic delete function.
I hope the software will be updated in a way that we can rely on it. I just cannot anymore, that's too dangerous.
09-06-2018 01:08 PM
Sorry to hear about what happened. For future reference, you can opt out of the "Automatically delete files after importing" function. You can do this by clicking on the Settings icon (gear icon) on the upper right portion of the SD card/ca,era symbol when you have one connected to through Quik for desktop. This will give you more freedom as to when you would like to delete the files off from your SD card. Just make sure that the box for such option is unchecked.
09-13-2018 09:30 PM
Of course, same here. But then again, its almost just as fast to delete directly from the camera (what else can you do). On camera (Hero6 for me) In display mode, top-right click the garbage bin, after that click in the middle of the title bar (mid-top) and it selects 100 media files at a time. Then push garbage bin again and it starts deleting. So if you have 240 media files, you have to do this action 3 times. Worked for me.
11-09-2018 12:17 AM
I'm having this problem as well. I have a macbook pro and hero 5. I'm using the supplied USB cable and the camera is on. My OS and Quik are up to date. Quik just hangs "inititializing deletion" when I try ti import media.
I don't have a mico USB adapter so I can't get the files myself and I can't reformat the SD card because it has stuff on it. It was formatted by the camera before I recorded on it.
I tried both of the USB ports on my macbook.I've rebooted both the camera and the macbook multiple times. I've reset the SMC. No joy.
I'll note that Quick initially started importing files properly but wouldn;t restart when my macbook went to sleep due to being on battery.
11-09-2018 12:07 PM - edited 11-13-2018 04:46 PM
What is your Mac OS version?
Please make sure it's on 10.14.1.
We have several customers who confirmed that updating to the latest version resolved issues with the application.
11-11-2018 03:36 PM
I'm still running the latest version of High Sierra (10.13.6). I bought a micro SD adapter and discovered Quik pops up when I connected it. It hangs importing fies directly from the SD with "initializing deletion". Is there any reason I can't just import the MP4 from the SD myself? Does Quik process/convert the MP4 in any way?
Given that I'm directly connected to the SD, I feel that this is definitely a Quik bug that needs to be addressed. Upgrading to Mohave is kind of a Big Deal and it shouldn't be a prerequite for importing files.
I need to upgrade anyway, but that involves backups and updates of other things. I expect it won't resolve the issue, but I'll do it when I'm ready.