07-18-2019 11:57 AM
Thanks for reaching out. We'd like to make sure that we're on the same page. I want to know how are you playing back your media files (i.e. in-camera playback, GoPro App on your mobile device, computer)? You also mentioned that the media stopped playing. Was it working before? Or it still plays back but stops at a certain period?
Hoping to hear back from you.
07-18-2019 03:53 PM
its on the go pro quik app on my computer, I normally just dowload straight off my camera and it all works fine but all of a seudden its stop playing, all still there in the media but when you click the play arrow nothing happens.
07-18-2019 05:36 PM
@guru29222, does the issue happen to all (new and old) videos in Quik for Desktop? Or certain videos only? How about the photos?
Are you able to playback the videos outside of Quik for Desktop app? To check this out, right click on the video in the app and select "Show in Explorer." Then double click on the video file to play it back on your computer.
By any chance, do you have multiple graphics card installed in your computer? See if the following steps will help resolve the problem:
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
07-18-2019 06:10 PM
@guru29222, given that your computer isn't able to play back the videos outside the app, would it be possible that the videos are in HEVC format? What's the screen resolution of the videos (e.g. 4K 60FPS, 1080P 60FPS)?
Does the issue happen to all (new and old) videos in Quik for Desktop? Or certain videos only?
Try recording a video using the standard 1080P 60FPS setting and test it out in the app.