02-17-2020 02:06 PM
Hello @nicolasf75. Do you have the latest version of the Quik for desktop app installed? Which OS is your computer running on?
Are you able to log in to your account through the (1) GoPro app for mobile and (2) gopro.com ?
Is this the first time that you are logging in to Quik for desktop using your account?
Do you remember verifying your account via email? Try resending email confirmation and make sure that you confirm your account through email.
If all these are good and the issue persists, please connect with our Support team so they can walk you through additional troubleshooting steps. To connect with them, visit https://gopro.com/help/ContactUs . Once there, select "Contact Us" and proceed with either chat or a callback request.
02-17-2020 10:42 PM
I’m running Windows 10 and I have Quik 2.7.0
I am able to log in on the mobile app as well and GoPro.com
It’s also not the first time I have logged in on quick for desktop.
I also verified my account
02-18-2020 10:31 AM
@nicolasf75, while the "Authenticating" message is appearing, wait 15 seconds, then close Quik for desktop. Then turn off your Wi-Fi connection, then re-enable. (Connect your computer via Ethernet cable rather than Wi-fi if possible.) Now reopen Quik for desktop and see if you can log in. On some occasions, the program will open immediately.
You may also try the following steps in addition to the suggestions above:
- Close Quik for desktop
- Open Windows Explorer by pressing Windows key + E
- Click the View tab at the top of this window and make sure the box next to "Show hidden files" is checked
- Navigate to C:\Users\<Your Username>\AppData\Local and delete the "GoPro" folder
- Restart Quik for desktop and see if the issue persists
Additionally, you may attempt to reset the app by following these steps:
- Open Quik for desktop
- While on the login screen, select the "Help" tab above the Quik for desktop window
- Select "Restart with default settings"
- A modal will appear saying "Are you sure?". Click "Restart" once more.
- Quik for desktop will close and reopen. Quik for desktop will appear as if you installed it for the first time.
- Go to the login screen and input your credentials. You should then be able to login successfully.