Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
GoPro Plus
Reply
Hiker
Posts: 9

GoPro Plus Files Not Uploading

I have some files on my iPhone that I transferred from my GoPro Hero 8.   The majority of the files have uploaded to my GoPro Plus account and I can access them via the cloud.

However, there are about 17 files that simply will not upload. They are videos and pictures, and I have been trying to get them to upload for over a week now.  I connect to wifi at home and at work and I put my phone on the charger and open the gopro app and pull down in the cloud section to force a refresh.  This 17 files simply will not upload to the GoPro Plus cloud.

 

How do I get them uploaded?  There is no way to select a file and force an upload.

 

GoPro
Posts: 4,104

Re: GoPro Plus Files Not Uploading

@sunnyvista88256, Mobile Upload runs automatically in the background, and the process will pause and resume as your connection availability varies, until all files are safely uploaded.

Upload time is dependent on multiple factors, namely your network speed and the file size of your content. If you are using a wireless network, ensure that your device has a stable Wi-Fi connection.  
 
Note: To begin a mobile upload, your device needs at least 120 percent of the total file size of your upload available in storage. For example, if the content contains 1GB of data, your device needs 1.2GB of available storage to start uploading.

Have you also tried other methods? See How to Add Media to GoPro Plus for reference.

Hiker
Posts: 9

Re: GoPro Plus Files Not Uploading

hello, thank you for your response.

 

I understand that mobile upload times will vary based on connection speed, etc.  However, for 2 weeks I've been attempting to upload these files.  I had the majority of files back up (some extremely large, 10 plus minutes of 1080P video).  But the 17 files in question, simply will not back up.  They range in file types and sizes (from JPGs to 5 second videos to a 4 minute video being the largest).

 

These files will not backup from my iPhone, nor my iPad.  Even though all my other files have.  

 

I have no other means to back up these files, as they only exist on my iPhone and iPad.  They are no longer on my SD Cards nor are they on my PC.

 

Also, I have plenty of space on my phone to initiate the backup.  My largest file is 1.9GB and I have 48 GB of free space on my phone.

GoPro
Posts: 4,104

Re: GoPro Plus Files Not Uploading

@sunnyvista88256, are you still seeing any status symbol on these media files' thumbnails in the GoPro App? When you’re in Wi-Fi range, the thumbnails on the Media tab will start displaying icons, showing the status of your upload.  

  • CLOCK - Item is queued for upload 

  • CLOUD+UP - Item uploading 

  • CLOUD+CHECK - Upload completed

  • EXCLAMATION - There was an error uploading

Hiker
Posts: 9

Re: GoPro Plus Files Not Uploading

Most have a cloud with clock hands in them. Some have no icon. See attached.
1CF8D94B-27B5-4FFB-A284-EC84B046B15C.png
GoPro
Posts: 4,104

Re: GoPro Plus Files Not Uploading

@sunnyvista88256, the clock hands icon indicates that the files are still queued for upload. Are these the ones missing on your PLUS cloud library? Though the process should automatically start when your phone is within Wi-Fi range, try the following accordingly to force restart the upload process:

  1. Make sure that you're connected to the Wi-Fi network.
  2. Disable Mobile Upload and Celular Upload (if enabled) in the app. Settings > GoPro Plus > Mobile Upload
  3. Completely force close out of the app (from the Home screen, swipe up on the app's preview to close the app).
  4. Re-open the GoPro App.
  5. Enable Mobile Upload.

 

The items in the App tab will start to queue up for cloud upload. Successful uploads will briefly display a checkmark. If an item fails to upload, it will be marked with an error icon, and we’ll try the upload again when your device is in range. 

Hiker
Posts: 9

Re: GoPro Plus Files Not Uploading

Hello,

thank you for your reply and information.  All the items in my screenshot were not backed up to the cloud.  However, after doing as you suggested, 14 of the 17 files successfully backed up.

but 3 files still simply refuse to back up.  And they have no icon in them at all. One of which you can see in the screenshot, the 44 second clip on the bottom.  

GoPro
Posts: 4,104

Re: GoPro Plus Files Not Uploading

@sunnyvista88256, try signing out of the GoPro App and log back in. If you're still unable to see these videos, try uploading them manually using a browser on your mobile device.