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Sightseer
Posts: 2

Re: HEVC Media does not show up in Quick on new Windows 10 PC


@dobriy781 wrote:

the Windows 10 $0.99 HEVC plugin recommended here finally enabled HEVC playback and upload from Quik.

Lol, nvrm, just joking. It sure enabled playback and upload but telemetry data doesn't work on those videos \o/

 

Jesus Christ, GoPro, get some real software engineers.

Sightseer
Posts: 1

Re: HEVC Media does not show up in Quick on new Windows 10 PC

Get Davinci Resolve it is pretty easy to use with a few tutorials and it’s what professionals are using due to the bugs in Adobe Premier. I think you may need to buy something to export in 4K, but if it’s something you really want to do it might be worth it. I’ve given up hope on any software GoPro offers.
Tourist
Posts: 3

Re: HEVC Media does not show up in Quick on new Windows 10 PC

Yup, this fixed it for me, thank you so much for this.

 

I didn't even have the HEVC Extensions app installed in the first place.

 

 

I'm running Windows 10: Version 10.0.16299 Build 16299 (for those note sure, go to Sytem Information to get this information).

 

After installing the HEVC extensions app and restarting my PC the gopro Quik app worked as expected.

 

They really should add this to their support page.

Tourist
Posts: 6

Re: HEVC Media does not show up in Quick on new Windows 10 PC

[ Edited ]

I wish it were the same for me. I'm using a laptop with a Coffee Lake i7-8750H 6c/12t processor and a GTX 1050Ti built in, I've installed the paid for HEVC extensions, rebooted and still Quik refuses to pick up HEVC media, rendering it utterly pointless. I may as well just manually import it and then use something else to do editing and bin off Quik entirely.

That GoPro won't fix such a fundamentally broken aspect of their app tells me that they do not want to actually have the app any more, they simply want it to die because they can't be bothered with the cost of doing business.

Guess I best find a free editor that can cope with HEVC so I can start to learn how to edit videos form my GoPro. Beginning to wish I'd spent way less on a generic action cam since I'm just not seeing how GoPro justifies their premium right now.

Hiker
Posts: 9

Re: HEVC Media does not show up in Quick on new Windows 10 PC

So....  It's only 2 years since I made this original post.

 

Still running the same PC.    GoPro did release a software update recently, and after updating my particular problem has been resolved.

 

It's just too little, too late.   Had already made the decision to dump all my GoPro gear and start investing in DJI equipment.  Have had much better luck with their customer service.

Highlighted
Tourist
Posts: 5

Re: HEVC Media does not show up in Quick on new Windows 10 PC

I have built a now 3500$ computer. cuz my 9y old computer did not support HEVC, I thought.

its time for an upgrade.

it was still the same message.

I went to support.

here is our conversation:

Kimberly (6/24/2019, 4:24:47 PM): By the way, upon checking your DxDiag, your Graphics card is nvidia geforce rtx 2070. Checking it here, The RTX 2060 and RTX 2070 is currently a decent fit for 1440p gaming at a relatively smooth frame rate, but going above will yield better results down the road, and thus be a better value.
Kimberly (6/24/2019, 4:25:14 PM): I see. Thanks for letting us know the other issues that you have encountered.
Me (6/24/2019, 4:26:02 PM): so it is my GPU?
Me (6/24/2019, 4:26:12 PM): i need a 2080?
Kimberly (6/24/2019, 4:26:59 PM): You can check this link https://www.theverge.com/2018/8/21/17761644/graphics-card-how-to-choose
Me (6/24/2019, 4:29:00 PM): I dont see how the gpu is the issue.
Me (6/24/2019, 4:29:10 PM): can you explain to me better?
Me (6/24/2019, 4:30:06 PM): are you saying that is i buy a rtx 2080, it wont be an issue?
Kimberly (6/24/2019, 4:30:07 PM): Sure!
Kimberly (6/24/2019, 4:30:54 PM): The video resolution uses HEVC are 4K. 2.7K
Kimberly (6/24/2019, 4:31:05 PM): May I know what video resolution are you using?
Me (6/24/2019, 4:31:18 PM): 4k on the camera
Me (6/24/2019, 4:31:23 PM): 60frames
Kimberly (6/24/2019, 4:32:13 PM): Yes that supports HEVC. So in that case you need to use a compatible Graphics card for is to work fine.
Me (6/24/2019, 4:32:56 PM): so my Graphics card is not good enough?
Kimberly (6/24/2019, 4:33:22 PM): Have you tried to use other video resolution?
Kimberly (6/24/2019, 4:33:29 PM): Like lower resolution?
Me (6/24/2019, 4:33:31 PM): and if so, can you answer that if i but the rtx 2080 wil it fix the issue
Me (6/24/2019, 4:33:40 PM): i dont want to :)
Me (6/24/2019, 4:33:46 PM): i like 4k 60p
Kimberly (6/24/2019, 4:34:41 PM): Well if you will use a recommended Graphics card there is a big chance that it will work.
Me (6/24/2019, 4:35:09 PM): i have no problem upgrading my gpu, i just dont ant to waste 800 dollars
Me (6/24/2019, 4:35:30 PM): so a big cahnse is not a definitive answer
Me (6/24/2019, 4:35:36 PM): ok ok
Kimberly (6/24/2019, 4:35:37 PM): Oh, sorry yes it will work with that.
Me (6/24/2019, 4:36:00 PM): thank you!
Kimberly (6/24/2019, 4:36:50 PM): Because HEVC really used a higher quality footage so that you need to use a compatible Graphics card or computer to properly playback the videos.
Me (6/24/2019, 4:38:16 PM): ok thanks i will buy a better gpu then :)

 

so I went and spend 1 grand on an RTX 2080.

As they said that it would definitely work?

 

it did not.

must be nice GoPro Wasting other peoples money.

They can't even answer me what I need to have on my computer in order for it to work!

 

( 9m 27s ) Christopher James: Thank you for waiting. It looks like we/Kimberly found out the the Graphicsc ard/Video card of your computer does not meet the requirements to play HEVC files.
( 9m 54s ) Visitor: yes and so now i spendt 1000 dallars
( 9m 59s ) Visitor: dollars
( 10m 15s ) Christopher James: Does it mean that after spending a grand it still does not work?
( 10m 20s ) Visitor: yes
( 10m 25s ) Christopher James: Woah!
( 10m 39s ) Christopher James: May I know the error message that we are getting here?
( 10m 57s ) Visitor: can i send you a screenshoot?
( 11m 13s ) Christopher James: Sure. Let me re-open this case.
( 11m 23s ) Christopher James: So that we can send you a screenshot.
( 11m 34s ) Christopher James: I mean so that you can send us a screenshot.
( 11m 34s ) Visitor: sure
( 12m 57s ) Christopher James: https://gopro.com/help/CaseAttachments?ID=5001J00000lMcVK
( 14m 42s ) Visitor: i unnistalled the gpu drives first the hvec extentions and quick, reebooted then i innstalled the gpu drive, followed by the hevc extentions in microsoft shop, then lastly quik
( 14m 50s ) Christopher James: I would need to get the DXDIAG of your computer again. Is that fine?
( 14m 56s ) Visitor: yes
( 15m 3s ) Christopher James: Thanks.
( 15m 26s ) Christopher James: Kindly use the same link provided above. Thanks.
( 16m 0s ) Visitor: finished
( 16m 56s ) Christopher James: Checking. Is this a laptop or a desktop that we are using?
( 17m 5s ) Visitor: desktop
( 17m 13s ) Christopher James: Got it.
( 17m 55s ) Christopher James: Did you built this computer? It is because I do not see the manufacturer's name. Thanks.
( 18m 23s ) Visitor: yes
( 18m 56s ) Christopher James: Okay. Got it. When did you build this computer?
( 19m 24s ) Visitor: december
( 20m 45s ) Christopher James: Since you have installed the new Video card on this computer, are you able to share a screenshot of the error message that you get when you try to upload them?
( 21m 23s ) Visitor: i tougth i just did
( 21m 37s ) Visitor: the first SS i sendt you today
( 22m 0s ) Christopher James: Sorry. Let me check.
( 24m 29s ) Christopher James: I am now reviewing the new DXDIAG versus the system requirements for Quik for Desktop.
( 24m 45s ) Visitor: the reasin i buildt this pc was becuse my old computer got the same error
( 25m 19s ) Visitor: so i returned my gopro 7 at that time and started building this computer.
( 25m 39s ) Christopher James: Oh I see. Thank you for sharing. I will be more than willing to remove.
( 25m 57s ) Christopher James: Just confirmed the price of your GPU and i was shocked.

 

Stay the F'''' AWAY

Tourist
Posts: 6

Re: HEVC Media does not show up in Quick on new Windows 10 PC

Funny how my laptop with a 6c/12t 8th gen i7 and builtin 1050Ti handles HEVC just fine in other apps but Quik refuses to play ball, and yet my desktop with an i7 6700K and no seperate GPU doesn't complain at all! Granted trying to play back 1080p 240fps in Quik or VSDC on the machine without a separate GPU is painful, but it will do it. Yet on my newer and more powerful laptop, nope. Quik refuses to even show  the media in my gallery, let alone play it whereas VSDC is quite happy to play it (albeit it still doesn't like 240fps but I suppose for free stuff it might be a bit much to expect that - I woud imagine that in Adobe Premiere or something it'd be fine).

 

GoPro clearly have no idea h software works and no inteest in fixing it. Sounds like an outsourced job to me and they arenm't interested in paying for ongoing support.

Tourist
Posts: 5

Re: HEVC Media does not show up in Quick on new Windows 10 PC

[ Edited ]

@niffin wrote:

I have built a now 3500$ computer. cuz my 9y old computer did not support HEVC, I thought.

its time for an upgrade.

it was still the same message.

I went to support.

here is our conversation:

Kimberly (6/24/2019, 4:24:47 PM): By the way, upon checking your DxDiag, your Graphics card is nvidia geforce rtx 2070. Checking it here, The RTX 2060 and RTX 2070 is currently a decent fit for 1440p gaming at a relatively smooth frame rate, but going above will yield better results down the road, and thus be a better value.
Kimberly (6/24/2019, 4:25:14 PM): I see. Thanks for letting us know the other issues that you have encountered.
Me (6/24/2019, 4:26:02 PM): so it is my GPU?
Me (6/24/2019, 4:26:12 PM): i need a 2080?
Kimberly (6/24/2019, 4:26:59 PM): You can check this link https://www.theverge.com/2018/8/21/17761644/graphics-card-how-to-choose
Me (6/24/2019, 4:29:00 PM): I dont see how the gpu is the issue.
Me (6/24/2019, 4:29:10 PM): can you explain to me better?
Me (6/24/2019, 4:30:06 PM): are you saying that is i buy a rtx 2080, it wont be an issue?
Kimberly (6/24/2019, 4:30:07 PM): Sure!
Kimberly (6/24/2019, 4:30:54 PM): The video resolution uses HEVC are 4K. 2.7K
Kimberly (6/24/2019, 4:31:05 PM): May I know what video resolution are you using?
Me (6/24/2019, 4:31:18 PM): 4k on the camera
Me (6/24/2019, 4:31:23 PM): 60frames
Kimberly (6/24/2019, 4:32:13 PM): Yes that supports HEVC. So in that case you need to use a compatible Graphics card for is to work fine.
Me (6/24/2019, 4:32:56 PM): so my Graphics card is not good enough?
Kimberly (6/24/2019, 4:33:22 PM): Have you tried to use other video resolution?
Kimberly (6/24/2019, 4:33:29 PM): Like lower resolution?
Me (6/24/2019, 4:33:31 PM): and if so, can you answer that if i but the rtx 2080 wil it fix the issue
Me (6/24/2019, 4:33:40 PM): i dont want to :)
Me (6/24/2019, 4:33:46 PM): i like 4k 60p
Kimberly (6/24/2019, 4:34:41 PM): Well if you will use a recommended Graphics card there is a big chance that it will work.
Me (6/24/2019, 4:35:09 PM): i have no problem upgrading my gpu, i just dont ant to waste 800 dollars
Me (6/24/2019, 4:35:30 PM): so a big cahnse is not a definitive answer
Me (6/24/2019, 4:35:36 PM): ok ok
Kimberly (6/24/2019, 4:35:37 PM): Oh, sorry yes it will work with that.
Me (6/24/2019, 4:36:00 PM): thank you!
Kimberly (6/24/2019, 4:36:50 PM): Because HEVC really used a higher quality footage so that you need to use a compatible Graphics card or computer to properly playback the videos.
Me (6/24/2019, 4:38:16 PM): ok thanks i will buy a better gpu then :)

 

so I went and spend 1 grand on an RTX 2080.

As they said that it would definitely work?

 

it did not.

must be nice GoPro Wasting other peoples money.

They can't even answer me what I need to have on my computer in order for it to work!

 

( 9m 27s ) Christopher James: Thank you for waiting. It looks like we/Kimberly found out the the Graphicsc ard/Video card of your computer does not meet the requirements to play HEVC files.
( 9m 54s ) Visitor: yes and so now i spendt 1000 dallars
( 9m 59s ) Visitor: dollars
( 10m 15s ) Christopher James: Does it mean that after spending a grand it still does not work?
( 10m 20s ) Visitor: yes
( 10m 25s ) Christopher James: Woah!
( 10m 39s ) Christopher James: May I know the error message that we are getting here?
( 10m 57s ) Visitor: can i send you a screenshoot?
( 11m 13s ) Christopher James: Sure. Let me re-open this case.
( 11m 23s ) Christopher James: So that we can send you a screenshot.
( 11m 34s ) Christopher James: I mean so that you can send us a screenshot.
( 11m 34s ) Visitor: sure
( 12m 57s ) Christopher James: https://gopro.com/help/CaseAttachments?ID=5001J00000lMcVK
( 14m 42s ) Visitor: i unnistalled the gpu drives first the hvec extentions and quick, reebooted then i innstalled the gpu drive, followed by the hevc extentions in microsoft shop, then lastly quik
( 14m 50s ) Christopher James: I would need to get the DXDIAG of your computer again. Is that fine?
( 14m 56s ) Visitor: yes
( 15m 3s ) Christopher James: Thanks.
( 15m 26s ) Christopher James: Kindly use the same link provided above. Thanks.
( 16m 0s ) Visitor: finished
( 16m 56s ) Christopher James: Checking. Is this a laptop or a desktop that we are using?
( 17m 5s ) Visitor: desktop
( 17m 13s ) Christopher James: Got it.
( 17m 55s ) Christopher James: Did you built this computer? It is because I do not see the manufacturer's name. Thanks.
( 18m 23s ) Visitor: yes
( 18m 56s ) Christopher James: Okay. Got it. When did you build this computer?
( 19m 24s ) Visitor: december
( 20m 45s ) Christopher James: Since you have installed the new Video card on this computer, are you able to share a screenshot of the error message that you get when you try to upload them?
( 21m 23s ) Visitor: i tougth i just did
( 21m 37s ) Visitor: the first SS i sendt you today
( 22m 0s ) Christopher James: Sorry. Let me check.
( 24m 29s ) Christopher James: I am now reviewing the new DXDIAG versus the system requirements for Quik for Desktop.
( 24m 45s ) Visitor: the reasin i buildt this pc was becuse my old computer got the same error
( 25m 19s ) Visitor: so i returned my gopro 7 at that time and started building this computer.
( 25m 39s ) Christopher James: Oh I see. Thank you for sharing. I will be more than willing to remove.
( 25m 57s ) Christopher James: Just confirmed the price of your GPU and i was shocked.

 

Stay the F'''' AWAY


That is pretty outrageous. They know full well that it is not the video card, they knew that before you even contacted them because they know this from all of the other people they have previously fobbed off and continue to fob off. The Gopro approach is to drag this out until people lose interest.

The tactic is if you inform them of an error they try to peel you off from the crowd and privately tell you that is is your PC or your video card. They continue to lie to their customers and have not changed their marketing material even with the knowledge of the massive problems with their software and their inability or reluctance to fix it. I am dissapointed in the tech review media and youtube channels for not covering this massive ongoing trainwreck.