Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
GoPro Apps for Desktop
Reply
Highlighted
Sightseer
Posts: 1

Re: Quik not responding when trying to play video

I'm currently still having the same problem but I'm using a gopro 5 black... I've updated my gopro with software v2.7 but this is still not helping with the problem I'm dealing with now

Highlighted
GoPro
Posts: 5,842

Re: Quik not responding when trying to play video

Sorry to know that @poisonfrog,

 

Are you using Windows or Mac?

 

 

If you're using Windows can you please try to create a new profile or new local account on your PC. 

 Let us know how it goes. 

 

 

-jay

Highlighted
Tourist
Posts: 5

Re: Quik not responding when trying to play video

I have the same issue.

 

can you help me with this problem?

 

the configuration system is in the attachement

 

 

 

 

 

system.PNG
Highlighted
GoPro
Posts: 5,842

Re: Quik not responding when trying to play video

Hi @snowboard-er

 

Have you tried creating a new user profile on your computer?

 

Please make a new local admin account and then install GoPro Quik.

But I only recommend that if you don't have files (Photos and Videos) on GoPro Quik since uninstalling Quik will delete all exported photos and videos. 

 

 

-jay

Highlighted
Tourist
Posts: 5

Re: Quik not responding when trying to play video

Same issue with a new admin user created
I have the codecs installed (hevc)
The videos are in 1080p at 60f
Same issue with the videos made with hero session and hero 7 black
Highlighted
GoPro
Posts: 5,842

Re: Quik not responding when trying to play video

Not sure why it's happening @snowboard-er,

 

We'll check if we can replicate that. 

For now, please contact GoPro customer support so that they could create a support case for you.

They might be able to assist as well.

 

Just prepare a copy of the complete specs of your computer and DXDIAG info just in case they ask for it. 

 

To get DXDIAG info or notes just press Windows key + R then type in dxdiag > Save All Information 

 

-Jay

Highlighted
Tourist
Posts: 5

Re: Quik not responding when trying to play video

[ Edited ]

Hi Jay

 

I've prepared the DxDiag.txt

Please tell me where I can send the file cause its not accepted

------------------
System Information
------------------
      Time of this report: 1/30/2020, 07:43:12
             Machine name: SEATFR
               Machine Id: {EDC51694-B849-4B2A-8088-FB0622A26DA7}
         Operating System: Windows 10 Pro 64-bit (10.0, Build 18363) (18362.19h1_release.190318-1202)
                 Language: English (Regional Setting: English)
      System Manufacturer: System manufacturer
             System Model: System Product Name
                     BIOS: BIOS Date: 08/01/19 12:31:29 Ver: 05.0000D (type: BIOS)
                Processor: AMD Ryzen 5 3400G with Radeon Vega Graphics     (8 CPUs), ~3.7GHz
                   Memory: 14266MB RAM
      Available OS Memory: 14266MB RAM
                Page File: 7944MB used, 9010MB available
              Windows Dir: C:\Windows
          DirectX Version: DirectX 12
      DX Setup Parameters: Not found
         User DPI Setting: 96 DPI (100 percent)
       System DPI Setting: 96 DPI (100 percent)
          DWM DPI Scaling: Disabled
                 Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
 DirectX Database Version: Unknown
           DxDiag Version: 10.00.18362.0387 64bit Unicode

------------
DxDiag Notes
------------
      Display Tab 1: No problems found.
      Display Tab 2: No problems found.
      Display Tab 3: No problems found.
        Sound Tab 1: No problems found.
        Sound Tab 2: No problems found.
        Sound Tab 3: No problems found.
          Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D:    0/4 (retail)
DirectDraw:  0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay:  0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow:  0/6 (retail)

---------------
Display Devices
---------------
           Card name: AMD Radeon(TM) RX Vega 11 Graphics
        Manufacturer: Advanced Micro Devices, Inc.
           Chip type: AMD Radeon Graphics Processor (0x15D8)
            DAC type: Internal DAC(400MHz)
         Device Type: Full Device (POST)
          Device Key: Enum\PCI\VEN_1002&DEV_15D8&SUBSYS_876B1043&REV_C8
       Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER] 
 Device Problem Code: No Problem
 Driver Problem Code: Unknown
      Display Memory: 9166 MB
    Dedicated Memory: 2032 MB
       Shared Memory: 7133 MB
        Current Mode: 1920 x 1080 (32 bit) (60Hz)
         HDR Support: Not Supported
    Display Topology: Extend
 Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
     Color Primaries: Red(0.640625,0.337891), Green(0.310547,0.619141), Blue(0.159180,0.058594), White Point(0.313477,0.329102)
   Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000
        Monitor Name: Generic PnP Monitor
       Monitor Model: ASUS VS247
          Monitor Id: ACI249A
         Native Mode: 1920 x 1080(p) (60.000Hz)
         Output Type: Displayport External
Monitor Capabilities: HDR Not Supported
Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
      Advanced Color: Not Supported
         Driver Name: C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\amdxc64.dll
 Driver File Version: 26.20.15017.1005 (English)
      Driver Version: 26.20.15017.1005
         DDI Version: 12
      Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1
        Driver Model: WDDM 2.6
 Graphics Preemption: DMA
  Compute Preemption: DMA
            Miracast: Not Supported
      Detachable GPU: No
 Hybrid Graphics GPU: Integrated
      Power P-states: Not Supported
      Virtualization: Paravirtualization 
          Block List: No Blocks
  Catalog Attributes: Universal:False Declarative:False 
   Driver Attributes: Final Retail
    Driver Date/Size: 1/24/2020 2:00:00 AM, 1946720 bytes
         WHQL Logo'd: Yes
     WHQL Date Stamp: Unknown
   Device Identifier: {D7B71EE2-5698-11CF-1E70-C29D73C2D735}
           Vendor ID: 0x1002
           Device ID: 0x15D8
           SubSys ID: 0x876B1043
         Revision ID: 0x00C8
  Driver Strong Name: oem4.inf:cb0ae4141f812044:ati2mtag_PicassoAM4:26.20.15017.1005:PCI\VEN_1002&DEV_15D8&REV_C8
      Rank Of Driver: 00CF2000
         Video Accel: Unknown
         DXVA2 Modes: DXVA2_ModeMPEG2_VLD  DXVA2_ModeMPEG2_IDCT  DXVA2_ModeH264_VLD_NoFGT  DXVA2_ModeHEVC_VLD_Main  DXVA2_ModeH264_VLD_Stereo_Progressive_NoFGT  DXVA2_ModeH264_VLD_Stereo_NoFGT  DXVA2_ModeVC1_VLD  DXVA2_ModeMPEG4pt2_VLD_AdvSimple_NoGMC  DXVA2_ModeHEVC_VLD_Main10  DXVA2_ModeVP9_VLD_Profile0  DXVA2_ModeVP9_VLD_10bit_Profile2  
      Deinterlace Caps: n/a
        D3D9 Overlay: Not Supported
             DXVA-HD: Not Supported
        DDraw Status: Enabled
          D3D Status: Enabled
          AGP Status: Enabled
       MPO MaxPlanes: 2
            MPO Caps: ROTATION,VERTICAL_FLIP,HORIZONTAL_FLIP,YUV,BILINEAR,STRETCH_YUV,HDR (MPO3)
         MPO Stretch: 16.000X - 0.250X
     MPO Media Hints: rotation, resizing, colorspace Conversion 
         MPO Formats: NV12,420_OPAQUE
    PanelFitter Caps: ROTATION,VERTICAL_FLIP,HORIZONTAL_FLIP,YUV,BILINEAR,STRETCH_YUV,HDR (MPO3)
 PanelFitter Stretch: 16.000X - 0.250X

 

Highlighted
Tourist
Posts: 5

Re: Quik not responding when trying to play video

hi Jay

 

I've prepared the DxDiag.txt

------------------
System Information
------------------
      Time of this report: 1/30/2020, 07:43:12
             Machine name: SEATFR
               Machine Id: {EDC51694-B849-4B2A-8088-FB0622A26DA7}
         Operating System: Windows 10 Pro 64-bit (10.0, Build 18363) (18362.19h1_release.190318-1202)
                 Language: English (Regional Setting: English)
      System Manufacturer: System manufacturer
             System Model: System Product Name
                     BIOS: BIOS Date: 08/01/19 12:31:29 Ver: 05.0000D (type: BIOS)
                Processor: AMD Ryzen 5 3400G with Radeon Vega Graphics     (8 CPUs), ~3.7GHz
                   Memory: 14266MB RAM
      Available OS Memory: 14266MB RAM
                Page File: 7944MB used, 9010MB available
              Windows Dir: C:\Windows
          DirectX Version: DirectX 12
      DX Setup Parameters: Not found
         User DPI Setting: 96 DPI (100 percent)
       System DPI Setting: 96 DPI (100 percent)
          DWM DPI Scaling: Disabled
                 Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
 DirectX Database Version: Unknown
           DxDiag Version: 10.00.18362.0387 64bit Unicode

------------
DxDiag Notes
------------
      Display Tab 1: No problems found.
      Display Tab 2: No problems found.
      Display Tab 3: No problems found.
        Sound Tab 1: No problems found.
        Sound Tab 2: No problems found.
        Sound Tab 3: No problems found.
          Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D:    0/4 (retail)
DirectDraw:  0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay:  0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow:  0/6 (retail)

---------------
Display Devices
---------------
           Card name: AMD Radeon(TM) RX Vega 11 Graphics
        Manufacturer: Advanced Micro Devices, Inc.
           Chip type: AMD Radeon Graphics Processor (0x15D8)
            DAC type: Internal DAC(400MHz)
         Device Type: Full Device (POST)
          Device Key: Enum\PCI\VEN_1002&DEV_15D8&SUBSYS_876B1043&REV_C8
       Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER] 
 Device Problem Code: No Problem
 Driver Problem Code: Unknown
      Display Memory: 9166 MB
    Dedicated Memory: 2032 MB
       Shared Memory: 7133 MB
        Current Mode: 1920 x 1080 (32 bit) (60Hz)
         HDR Support: Not Supported
    Display Topology: Extend
 Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
     Color Primaries: Red(0.640625,0.337891), Green(0.310547,0.619141), Blue(0.159180,0.058594), White Point(0.313477,0.329102)
   Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000
        Monitor Name: Generic PnP Monitor
       Monitor Model: ASUS VS247
          Monitor Id: ACI249A
         Native Mode: 1920 x 1080(p) (60.000Hz)
         Output Type: Displayport External
Monitor Capabilities: HDR Not Supported
Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
      Advanced Color: Not Supported
         Driver Name: C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0351282.inf_amd64_c235bc9782254a78\B351278\amdxc64.dll
 Driver File Version: 26.20.15017.1005 (English)
      Driver Version: 26.20.15017.1005
         DDI Version: 12
      Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1
        Driver Model: WDDM 2.6
 Graphics Preemption: DMA
  Compute Preemption: DMA
            Miracast: Not Supported
      Detachable GPU: No
 Hybrid Graphics GPU: Integrated
      Power P-states: Not Supported
      Virtualization: Paravirtualization 
          Block List: No Blocks
  Catalog Attributes: Universal:False Declarative:False 
   Driver Attributes: Final Retail
    Driver Date/Size: 1/24/2020 2:00:00 AM, 1946720 bytes
         WHQL Logo'd: Yes
     WHQL Date Stamp: Unknown
   Device Identifier: {D7B71EE2-5698-11CF-1E70-C29D73C2D735}
           Vendor ID: 0x1002
           Device ID: 0x15D8
           SubSys ID: 0x876B1043
         Revision ID: 0x00C8
  Driver Strong Name: oem4.inf:cb0ae4141f812044:ati2mtag_PicassoAM4:26.20.15017.1005:PCI\VEN_1002&DEV_15D8&REV_C8
      Rank Of Driver: 00CF2000
         Video Accel: Unknown
         DXVA2 Modes: DXVA2_ModeMPEG2_VLD  DXVA2_ModeMPEG2_IDCT  DXVA2_ModeH264_VLD_NoFGT  DXVA2_ModeHEVC_VLD_Main  DXVA2_ModeH264_VLD_Stereo_Progressive_NoFGT  DXVA2_ModeH264_VLD_Stereo_NoFGT  DXVA2_ModeVC1_VLD  DXVA2_ModeMPEG4pt2_VLD_AdvSimple_NoGMC  DXVA2_ModeHEVC_VLD_Main10  DXVA2_ModeVP9_VLD_Profile0  DXVA2_ModeVP9_VLD_10bit_Profile2  
      Deinterlace Caps: n/a
        D3D9 Overlay: Not Supported
             DXVA-HD: Not Supported
        DDraw Status: Enabled
          D3D Status: Enabled
          AGP Status: Enabled
       MPO MaxPlanes: 2
            MPO Caps: ROTATION,VERTICAL_FLIP,HORIZONTAL_FLIP,YUV,BILINEAR,STRETCH_YUV,HDR (MPO3)
         MPO Stretch: 16.000X - 0.250X
     MPO Media Hints: rotation, resizing, colorspace Conversion 
         MPO Formats: NV12,420_OPAQUE
    PanelFitter Caps: ROTATION,VERTICAL_FLIP,HORIZONTAL_FLIP,YUV,BILINEAR,STRETCH_YUV,HDR (MPO3)
 PanelFitter Stretch: 16.000X - 0.250X