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Reply
Hiker
Posts: 11
Accepted Solution

Unable to login my profile

I've installed go pro app in my laptop (surface pro 3).

It's impossible to me to log in my profile and access al my cloud contents.

When I try to push the login button in top right corner nothing happens. I really don't know how to use my contents on my desktop

Accepted Solutions
GoPro
Posts: 2,471

Re: Unable to login my profile

@giampy2121, see if the following steps will help:

  1. Open Quik for desktop
  2. While on the login screen, select the "Help" tab above the Quik for desktop window
  3. Select "Restart with default settings"
  4. A modal will appear saying "Are you sure?". Click "Restart" once more.
  5. Quik for desktop will close and reopen. Quik for desktop will appear as if you installed it for the first time.
  6. Go to the login screen and input your credentials. You should then be able to login successfully. 

If you're still experiencing difficulties, attempt to perform the below options: 

  1. Close Quik for desktop while the "Authenticating" message is appearing
  2. Disconnect the computer/laptop from Wi-fi or remove ethernet cable if one is connected to ensure there is no connection to the internet
  3. (Windows) Open the Task Manager on the computer(Ctrl + Shift + Esc) and look for "Quik.exe" under the background processes.
    • Right-click "Quik.exe" and select "End Task" 
  4. Keep the internet connection disconnected and launch Quik for desktop. Confirm that it properly opens, then re-enable Wi-fi. 

You should be able to properly log in once you reconnect to the internet. 

Let me know how it goes.

View solution in original post


All Replies
GoPro
Posts: 2,471

Re: Unable to login my profile

Hi @giampy2121,

Thanks for reaching out. Are you getting any error message once you attempt to log in? Do you see "Authenticating" message that hangs on the login screen?

Kind Regards,
Ann

 

Hiker
Posts: 11

Re: Unable to login my profile

Hi, unfortunately I don't see any message. when i click on the login button nothing happens, no windows, masks or anything else.

 

I've already tried to uninistall>reinstall, but nothing has changed.

 

What can I do?

GoPro
Posts: 2,471

Re: Unable to login my profile

@giampy2121, see if the following steps will help:

  1. Open Quik for desktop
  2. While on the login screen, select the "Help" tab above the Quik for desktop window
  3. Select "Restart with default settings"
  4. A modal will appear saying "Are you sure?". Click "Restart" once more.
  5. Quik for desktop will close and reopen. Quik for desktop will appear as if you installed it for the first time.
  6. Go to the login screen and input your credentials. You should then be able to login successfully. 

If you're still experiencing difficulties, attempt to perform the below options: 

  1. Close Quik for desktop while the "Authenticating" message is appearing
  2. Disconnect the computer/laptop from Wi-fi or remove ethernet cable if one is connected to ensure there is no connection to the internet
  3. (Windows) Open the Task Manager on the computer(Ctrl + Shift + Esc) and look for "Quik.exe" under the background processes.
    • Right-click "Quik.exe" and select "End Task" 
  4. Keep the internet connection disconnected and launch Quik for desktop. Confirm that it properly opens, then re-enable Wi-fi. 

You should be able to properly log in once you reconnect to the internet. 

Let me know how it goes.

Hiker
Posts: 21

Re: Unable to login my profile

I'm going to give these instructions a go because even though I can log in and my account is there, I don't see my Plus membership or cloud media. Which is obviously very annoying as it's costing me every month for something that I can use properly.
GoPro
Posts: 7,603

Re: Unable to login my profile

Let us know how it goes, @deanr2309. Feel free to post back for any other question or concerns that you may have. 

Hiker
Posts: 11

Re: Unable to login my profile

Tryed this solution and it worked.
Thank you!
Hiker
Posts: 21

Re: Unable to login my profile

I tried the steps and was able to log in OK (but that was always the case). For some reason, cloud media is not available for me.

If I go to Settings > Cloud, I am shown a screen with a button telling me to "Get GoPro Plus". If I click that, it takes me to my account where I can see my cloud media.

 

I have gone to my media library in Quik for desktop > View and ensured that "Show cloud media" is selected.

 

Uninstalling and reinstalling did not help either.