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Tourist
Posts: 6

Re: Quik key - file not supported

Yes I was wondering if this was an issue in the Quik Key hardware but seems like it’s some bug in the GoPro app... I did have the LEXAR card reader for iPad, similar to the gopro’s Quik Key, and it made the job smoothly.. but sadly in it’s own media manager app not GoPro app... hope GoPro fix this for us

GoPro
Posts: 6,765

Re: Quik key - file not supported

Hello @grandstoke50356, @jphin23

 

To verify, you already have the latest version of the GoPro App on your iOS devices, right? What about Quik? The latest version is 4.7.1 released last June 13, 2018. I tested a Quik Key with an iPhone and iPad on iOS 11.4 and was able to download videos, and play them back. Although playing back the video in Quik creates a notice about the file not being supported, it could be used for editing or for creating a story. Source file came from a HERO6 Black camera, resolutions used: 2.7K, 60 fps and 4K, 30 fps. 

 

If you continue to get an error message like the one @grandstoke50356 posted, and you have the latest versions of the GoPro App, Quik and the OS on your device, it would be best to get in touch with Support for a more personalized assistance. You can call or chat with them through https://gopro.com/help/ContactUs

 

Thanks, 
Marius


 

 

Sightseer
Posts: 2

Re: Quik key - file not supported

@mariustanya - I have updated - tried 3 of my ipads (all 2017-2018 pro's) a iphone 7 a iphone 6 all updated ... 

 

nothing works - unless i do them 1 by 1 - batch file absolutely does not work - instant file error . i have contacted customer support about 10 times without any resolution. 

 

i even went and bought a BRAN NEW go pro - same result - 4 different memory cards! 

i tried videos from my drone - and SAME RESULT - dumbed down the resolution - same result. 

 

Its too bad becasue i went and bought 3 new 6's thinking that the camera was the issue and that somehow i wasnt up to date - ended up taking them all back ... 

 

currently sitting here downloading 25 videos 1 by 1 !  usually takes me 3 days to get them all downloaded because i dont have the time ... 

Tourist
Posts: 5

Re: Quik key - file not supported

Maybe i can make your life a lot easier. This has been an ongoing problem with the quik key for months, i have tried 15 different quik keys, some work the first time but the problem always pops back up the second time (i sell gopro’s so could test a lot in the shop)

The solution that worked magic for me is this:

Insert quik key with microsd card, open quik, go to download screen. Select all video’s you want to download. Download them, you don’t even have to wait for the error to pop-up, but you can. Cancel the download, and when the prompt comes up select cancel all downloads. Now. select the exact same video’s again, and again try to download them. This time it will work flawlessly. At least it does for me on numerous occasions. My setup: iphoneX , quik key and lexar microSD
Tourist
Posts: 5

Re: Quik key - file not supported

If someone can tell me how to upload a video to the forum, i can make a screengrab from my phone and show you
Hiker
Posts: 20

Re: Quik key - file not supported

I'm having the same issues here, uninstalled and re-installed both the GoPro and Quik app, different cameras, different SD cards and definitely within the support list of formats, 1080 @ 24fps. 

 

Works sometimes then not others, even the same file. I can download the file once, record a couple more clips and then it won't download. Even the same file I had previously download fails. 

 

The video plays fine in the app, both when it was downloadable and then still plays but fails to download. I also can't clip it down to a smaller version, it just hangs.

 

After it fails to download, sometimes I get an error saying the Quik Key was removed, sometimes not but when returning to the home page, all the menu items are missing. I have to force close the app to get the menu back. Uninstalled the app, rebooted the phone, reinstalled, record brand new 'supported format' clips and then it works for a little bit, then starts failing again. 

 

Something is fundamentally broken in this app. 

GoPro
Posts: 3,505

Re: Quik key - file not supported

 

Hi @nmd351

 

Please try to contact GoPro Customer Support to have it checked. 

https://gopro.com/help/ContactUs

Best Regards,

-Jay 

GoPro
Posts: 358

Re: Quik key - file not supported

@jphin23 @fastdawn7813 @pabi88 @nmd351

 

Sorry about the issue you're having with the Quik Key. Following your feedback, this bug has been reported to the dev team.

The workaround for now is to re-try the failed downloads, sorry about that. Retrying the download of the failes media will work.