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Sightseer
Posts: 4

New Quik App & Hero4 - Not Connecting

[ New ]

Sooooo frustrated with the new Quik App as it wont connect to my Hero4........

 

Ive factory reset the unit several times and connected to other iOS devices and can only get as far as getting it connected - when i try to view live video or media i keep getting an error saying the device is not contacted even when it is (IOS14)

 

Ive tried the tips on switching on local network and off private as the other threads say and its still not working

 

my Hero5 works fine


Accepted Solutions
GoPro
Posts: 28,643

Re: New Quik App & Hero4 - Not Connecting

[ New ]

Hi @craigj8

 

If you have gone through the steps specific for iOS 14 Troubleshooting and it's still the same, please let our Support Team know.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs
Please let them know of the troubleshooting steps taken.
 

Thanks!

Ej

View solution in original post


All Replies
GoPro
Posts: 28,643

Re: New Quik App & Hero4 - Not Connecting

[ New ]

Hi @craigj8

 

Have you also tried resetting the Wi-Fi for your HERO4 camera?

If it's still the same, try pairing from the mobile device's Wi-Fi manager first, then connect to the camera's Wi-Fi in the GoPro Quik app.

Let us know how it goes.

 

Thanks!

Ej

Sightseer
Posts: 4

Re: New Quik App & Hero4 - Not Connecting

[ New ]

Done all that at least twice....still nothing

shows it's connected on the GoPro app but when you click control or view media it tries then says it's not connected

GoPro
Posts: 28,643

Re: New Quik App & Hero4 - Not Connecting

[ New ]

Thanks for getting back to us! @craigj8

Would you be able to share a screenshot of the error?

 

To help isolate the issue further, can you please test the camera with a non-iOS device?

 

Regards,

Ej

 

Sightseer
Posts: 4

Re: New Quik App & Hero4 - Not Connecting

[ New ]

I dont get an error code.....

 

what i get is this

  1. Enable and connect to WiFi - works
  2. device shows as connected
  3. click 'control the device' get a whirling icon followed by a message saying the device is not connected - try again
  4. try again - same issue
  5. cancel - goes back to the screen saying its connected

Tried today on an IOS13 device using the old app and it connects fine and i can control and go live

does not work on IOS14

 

i notice that whilst 5.00 iOS the last official patch there are others going up to 5.06 available - is it possible this might help

GoPro
Posts: 28,643

Re: New Quik App & Hero4 - Not Connecting

[ New ]

Thanks for getting back to us! @craigj8

Are you using a HERO4 Black or a HERO4 Silver?

What phone has the iOS 14 version? 

 

We'd like to verify the details provided:

The HERO5 Black pairs fine with the phone running on iOS14.

The HERO4 camera pairs fine with a phone running on iOS13.

Is this correct?

 

Regards,

Ej

Sightseer
Posts: 4

Re: New Quik App & Hero4 - Not Connecting

[ New ]
GoPro 4 Silver

Pairs & works fine with IOS 12.5.2 but won’t connect with IOS 14 on either an iPad Pro or IPhone 11 Pro
GoPro
Posts: 28,643

Re: New Quik App & Hero4 - Not Connecting

[ New ]

Hi @craigj8

 

If you have gone through the steps specific for iOS 14 Troubleshooting and it's still the same, please let our Support Team know.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs
Please let them know of the troubleshooting steps taken.
 

Thanks!

Ej