Quik not responding when trying to play video

[hardybeach65212]

Hi 

Everytime I try to play a video (saved on PC hard drive from GoPro Hero6) the app just hangs and say's 'not responding;  I can view photos on the app from GoPro camera, not video.  That includes different video files some 1080 and some 4k - no video will play.

I am running Windows 10 and videos play on others apps on PC, but not on GoPro Quik app.  I have uninstalled and reinstalled app and still does not work.  

What else can I try?

Many thanks

[aenriquez · Accepted solution]

@hardybeach65212, I appreciate the feedback. This information has already been shared to the team. Here the link to Software Update Release Information page for your reference: https://gopro.com/help/articles/block/Software-Update-Release-Information

Feel free to post back if anything else comes up or you may also answer other user's questions / threads. Stay stoked, and have fun capturing moments using your GoPro!

[aragon1006]

Hi @hardybeach65212

Thanks for trying to troubleshoot the issue.

Please refer to this article and check if your computer meets the system requirements.

Regards,

Ej

[hardybeach65212]

Thank you for response, yes it does.

[aenriquez]

@hardybeach65212, see if the following suggestions will help:

1. Close Quik for desktop
2. Open Windows Explorer by pressing Windows key + E
3. Click the View tab at the top of this window and make sure the box next to "Show hidden files" is checked
4. Navigate to C:\Users\<Your Username>\AppData\Local and delete the "GoPro" folder
5. Restart Quik for desktop and see if the issue persists

In addition, is your computer setup with multiple graphics cards? Please follow the steps below in order to resolve the issue in this instance:

• Right click the Quik desktop icon.
• Hover over Run with graphics processor (Note: this option will only be visible if you are using a Windows computer with multiple graphics cards)
• Select Integrated graphics

[hardybeach65212]

Thank you.  This has resolved my problem, but now created a new problem.  None of my 4k video appear in my Quik Media - they used to, before I had this issue.  Other Apps will play the 4k video on my PC but can't see them or play them in Quik media.

[aenriquez]

@hardybeach65212, are the 4K videos recorded in HEVC format? Quik for Desktop will still copy HEVC files to your computer, but they won’t appear in the Quik for desktop Media gallery.

[hardybeach65212]

Thank you for your help.  Yes, they are HEVC format but did used to appear.  Anyway, thanks for confiming.  Hopefully they will appear in a future release so you can extract photos from the HEVC video from the app.

[aenriquez · Accepted solution]

@hardybeach65212, I appreciate the feedback. This information has already been shared to the team. Here the link to Software Update Release Information page for your reference: https://gopro.com/help/articles/block/Software-Update-Release-Information

Feel free to post back if anything else comes up or you may also answer other user's questions / threads. Stay stoked, and have fun capturing moments using your GoPro!