01-03-2020 04:11 AM
I have seen other posts on this subject so assume it is a common problem.
I have an i7 processor, 4k Monitor and graphics card.
I have downloaded the HEVC codec for windows as apparently windows no longer supports this as standard.
I can play 4K videos using Nero and Windows media.
When playing through Quick the programme goes blank and stops responding. Just hangs up.
I have spoken to customer support, they were very helpful.
I checked and have all the latest drives and software.
I reinstalled Quick Desktop.
Has not resolved the issue.
Very perplexed and disappointed.
Solved! Go to Solution.
01-08-2020 06:26 AM
Sorry to hear that you are having issues with the Quik application on your Windows computer. It would be best to continue working with Support regarding this matter. If you still have the case number from your last interaction with them, please use it for reference. They may have to request for system information of your computer so be sure that you have access to your computer when you connect with them. Thanks!
01-08-2020 12:27 PM
case number 07404373
I sent all the DxDiag information and had confirmed my set up should allow 4K video.
It does run in Nero and Windows Media.
I downloaded windows codec etc.
Still will not run with the quick desktop software. Blamk screen and then Quick not responding.
01-09-2020 02:31 PM
If quick is not compatible with 4K HEVC this should be highlighted. I bought the product for it's 4K capability.
I hope this is rectified soon, as Windows is a quite common system which GoPro customers will use.
As a company you should have a programme manager who is responsible to deliver this functionality. There should be a timing plan. Please share this with customers to manage expectations and save peoples time and blood pressure...
Thank you for your response.
04-13-2020 11:51 PM
I'm having the same issue with my Windows computer not working with the 4k videos. I have all the same specs as well. Is this issue going to be fixed by GoPro anytime soon? Its really frustrating not being able to edit my videos...
04-14-2020 08:49 AM
4K is not yet compatible with the app.
You can use any 3rd party video editing software such as VSDC or Adobe Premiere.