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Tourist
Posts: 6

Videos uploaded to the cloud, but I can’t see them in the app.

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All of the videos I have taken have successfully uploaded to the cloud, but in the app there is no media showing, yet there is when I log in to view all media online? I don’t understand why it’s not showing on the app, as I am logged in on the same account. I just want to know what I’m doing wrong because I would like to be able to access cloud videos on my phone without taking up lots of storage. Any help would be really appreciated thank you.
GoPro Community Manager
Posts: 7,797

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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The phone may just be syncing to the content, which can take some time depending on how much content there is. Leave the app open for a while with the Cloud section open to see if that works. Also, double check that you're signed into the same account on your phone.

Tourist
Posts: 6

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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I’m definitely logged into the same account and the footage I’ve had on the cloud has been there about three days now and nothing’s shown up on the app, I’ve logged in and out of the app just to see if it made any difference which it did not. Is there anything else you think I should try that might work?
GoPro
Posts: 57

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hey Jessica,

Please try reinstalling the app, and let us know if the footage will appear afterwards. We'll take it from there.

Tourist
Posts: 6

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hi, I’ve just reinstalled the app but still no media is showing up.
Sightseer
Posts: 1

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Ive got the exact same problem please let us know what can be done

 

thank you


@jessica238 wrote:
Hi, I’ve just reinstalled the app but still no media is showing
GoPro
Posts: 14,138

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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@romains131, thanks for reaching out. Synchronization between the devices may take some time, depending on the number of content that has been recently uploaded. If this isn't the case, I do have a few other suggestions:

  • Are you able to see the contents when logged in to https://gopro.com/login via the computer's web browser? How about when accessed through your mobile device's browser?
  • Browse through the cloud Media Library and check if the contents are just dated incorrectly.
  • If the contents aren't showing up on the GoPro App only, sign out from the app and log back in using your GoPro user account that's associated with your PLUS subscription.
  • Sign out from the app. Clear cache on the app (phone) settings (just clear cache and not clear data) & restart your phone. Then sign in again on the app.

 

Hopefully, this helps. Please let us know how it goes.

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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I have the same issue. What's the fix for this? I have done the following 

 

  • reinstalled all GoPro apps 
  • tried on different devices iPhone & iPad 
  • signed in & out

i can log into a browser to view but this isn't the experience I need. I want to be able to edit with ease from within the GoPro or Quik app. I have tried contacting GoPro support twice with no response.  Appalling if considering this is a monthly premium 

 

thanks 

Tourist
Posts: 6

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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I have done all the same things but still cannot see the media I have saved to the cloud on the app. That’s ridiculous they haven’t got back to you. I haven’t found a fix. Might be some sort of bug on GoPro’s end I think.
GoPro
Posts: 27,100

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hi @jessica238

 

Our Support Team should be able to  assist you on this.

Please reach out to them through https://gopro.com/help/ContactUs

 

Thanks!

Ej

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Why couldn't they help me??

GoPro
Posts: 27,100

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hello @jayguadagni

 

Sorry for any trouble caused.

Can we have the case number from the last time you have reached out to our Support Team?


Thanks!

Ej

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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07531242
GoPro
Posts: 27,100

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hi @jayguadagni

 

Thanks for sharing.

We have recently released an update for the GoPro App on Android and iOS.

What version are you on?

 

Also, see if signing in and out of the PLUS account on the app will pull new media.

Let us know how it goes.

 

Thanks!

Ej

Tourist
Posts: 6

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hi,

Downloaded the new update, logged in and out but nothing has appeared still.
Thank you for your help and I do really appreciate it, however mostly all i’ve been told is to just log in and out. It’s not working, and i’m a bit frustrated that, although having the cloud storage is handy, that it’s still not showing on my phone. I’m paying for this. It should be working?It has been months now I have had this issue and it’s not just me who’s having problems, and all we’ve been told is along the lines of just log in and out? I’m sure anyone with any common sense would have tried it already before even coming here and asking for help.

Again, thank you for trying to help and my intention is not to be rude, I am just frustrated, but do you know of anyone else who might actually be able to resolve this issue?
GoPro
Posts: 19,776

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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We understand the frustration, @jessica238. I actually also experienced the same and what worked for me was to sign out of the GoPro App and not sign back in after at least 24 hours. From what we gathered though, results are not the same for everyone and are not replicated. 

 

Our Dev team is already looking into this matter. We will post about it through this thread once we have new information. Please bear with us. 

Tourist
Posts: 6

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Thank you, I haven’t tried that just yet. I’ve tried staying logged out for quite a few hours but not quite as long, i’ll give it a go.
GoPro
Posts: 19,776

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hello Everyone. Are you still unable to view your PLUS media through the GoPro App PLUS tab? Our team has released a fix for this and we would like you to check if it is working on your end. 

 

To check, please sign out from the GoPro App, close the app, relaunch app and sign back in. Let us know how it goes. Thanks!

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Still doesn’t work. 4 months paying for a worthless subscription.....
GoPro
Posts: 19,776

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hello, @jayguadagni. How long have you signed out from the GoPro App? Do you have the latest version of the GoPro App (different from the Quik for mobile app) installed? What do you get when you go to the CLOUD tab in the GoPro App? Is there any error message? Thanks! 

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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I've got EVERYTHING updated. I have tried every possible combination of logging out and I've used a number of different devices. I have spoken to a number of GoPro support employees and NOTHING has helped. 

iPhone 11 Pro

iPad Pro 10.5"

iPhone 7

 

If you could please get someone that's got some good technical knowledge to contact me I'd appreciate it. Do not get another person to contact me and ask me to log out again. It's driving me up the wall. 

appalling service from GoPro Plus. 

GoPro
Posts: 19,776

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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I appreciate the quick response, @jayguadagni

 

We would like to do some troubleshooting steps to isolate the issue. Have you ever been able to upload media using the GoPro App before? 

 

If not, let us enable the Mobile Upload on the app. Go to Settings, then My Account, then Mobile Upload (have this in Blue = enabled). Then, import sample footage to the app. If you can, shoot a photo and a short 10-sec clip. We would like this to be new captures to be sure that they have not been uploaded to the cloud. 

 

Once the sample media are imported to the app, we expect them to be tagged with any of the icons below: 

 

CLOCK - Item is queued for upload
CLOUD+UP - Item uploading
CLOUD+CHECK - Upload completed
EXCLAMATION - There was an error uploading 

 

We will wait until the automatic upload completes. Once completed, please log in to plus.gopro.com and check if the new media is there. If confirmed, go back to the app and see if they will already appear under the CLOUD tab. 

 

Let us know how it goes. Please tag me on your next post so I can be notified right away. Thanks!

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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@mariustanya  Please understand that this has got nothing to do with me not being able to upload media via the app, I have uploaded media and also logged into plus.gopro.com and confirmed the media is there. 

the problem is no media showing within the app under the cloud tab. I only have one GoPro account so it's not a mix up of accounts

Thanks

GoPro
Posts: 27,100

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hi @jayguadagni

 

We understand that you are able to upload media to PLUS.

The steps shared intends to help us identify/isolate the issue.

We'd appreciate if you can try the steps provided and share the results.


Thanks!

Ej

 

 

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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@aragon1006  @mariustanya 

 

Video clip recorded and uploaded the cloud. Checked plus.gopro.com and the footage is there.

 

no videos showing in the app under the cloud tab...

 

thanks 

 

Tourist
Posts: 8

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Im having the same issue: On my pc i see the videos but can not retive on my i pad>>> 

 

GoPro
Posts: 19,776

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Thank you for the confirmation, @jayguadagni. We have submitted your and @sonnyf81 PLUS info to the Dev team for a closer look. We will keep you posted through this thread. Thanks again!

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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@mariustanya I genuinely hope the dev team come up with something the fix this as numerous people have been complaining about the same issue for months. I've paid for GoPro plus for 4 months and I haven't been able to use it. I hope you reply with a fix and how you are going to issue me a refund for the 4 months I've been unable to use the service.... 

 

thanks 

Tourist
Posts: 6

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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This will be fixed in the next version of our Android app which is coming in a few days.  If you have Android and do not see your new media in the cloud tab, you can log out and log in to refresh the media.  

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Is there an update on this progress for iOS? @instacram24 @mariustanya @aragon1006 ??

 

Today i received a new iPad Pro 2020 - Still the same issue. No media showing in the cloud. I'm seriously running out of patience. 4 months and during those 4 months i've never been able to access my media in the cloud via the GoPro App....

GoPro
Posts: 3,036

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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@jayguadagni 

We have update 6.13 that should be just around the corner. I'm sorry to hear about your issue - we did experience problems with Cloud media not updating on GoPro App Android but QA hasn't had your use case on iOS though.

If you want I can get you access to the beta if you want 6.13 before it's live. We are waiting on Apple's approval for now.

Hiker
Posts: 19

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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@haindash  Yes please I'd like access. Hopefully this will sort the issue 

 

thanks 

GoPro
Posts: 3,036

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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@jayguadagni 

To beta test GoPro App you will have to fill out a NDA first. Here: https://goprorc.az1.qualtrics.com/jfe/form/SV_3dRVirHRT9IfmBf
I'll add you to our testers' list when it's done.

 

Beta process:
- iOS: install TestFlight on your device, invitation will come per email
To share feedback and for follow up > ask access to our Beta Testing feedback group here:
- iOS GROUP: https://www.facebook.com/groups/goproapp.ios.beta

 

I manage this group and we can also exchange on Messenger so I can follow up with you and try to find a solution.

GoPro
Posts: 3,036

Re: Videos uploaded to the cloud, but I can’t see them in the app.

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Hi Jay,

I have added you to the testers list on iOS.
Next beta up will be 6.14.
We can connect also via Messenger - don't hesitate to ping me - Anais GoPro

https://www.facebook.com/groups/goproapp.ios.beta