Verizon Cloud and Quick Time

[Kathy6752]

I have Windows 10. When I log on to Verizon Cloud and try to play videos that I've uploaded from my phone, it tells me I need Quick Time to view/play the videos.  It won't let me download them either.  I would like to be able to download and save to my computer.  I have the windows media player but that doesn't work either.  I downloaded Quick Time but it doesn't respond.

[Craig_Vz · Accepted solution]

Hello kathy6752,

To view any type of media on Verizon Cloud you must the appropriate player on the device you wish to view it on. In this case quicktime needs to be installed on your desktop.

Downloading with Desktop App
Desktop User Logs on Windows - C:\Users\<USERNAME>\AppData\Local\VerizonCloud-Data\Logs

Desktop User Logs on a MAC - /Users/<username>/.local/share/VerizonCloud-Data/Logs

Using the Desktop Client to mass-save Cloud content to local desktop machine:

Install and sign-in to your Cloud subscription. Not optional on Contacts Only service level
Once installed, a new folder "VZCLOUD" will be created on your desktop machine.
The sub-folders in VZCLOUD will slowly populate thumbnails of your Cloud's media. The rendering of these images is referred to as "Hydration".
Once the images hydrate, then may be MENU COPIED - not moved or dragged/dropped - to a new folder location on the local storage. Moving these files will end up deleting Cloud content.
The act of making the copy will initiate a background download of the full file for each thumbnail copied to the new folder.
NOTE: Leave your desktop machine on and connected to the internet. Depending on the size of media to be saved, you may need to turn off SLEEP for the computer until done.

NOTE: ISP connection, download size, and computer's processing power will determine the time required to complete.

[Craig_Vz · Accepted solution]

We have no record of a desktop handshake for login. We do show both mobile and portal logins. If you are trying to login through desktop please ensure you are using the correct Desktop URL: https://joincloud.verizon.com/vzcloud/download  

Portal portal https://mycloud.verizon.com

You can log in to the Verizon Cloud Portal with your My Verizon account username* and password. If you are a Verizon mobile customer, you can enter your mobile device number instead of user name and get a one-time verification link text sent to your phone

If you are trying to access your data from the Verizon Cloud web portal, or the desktop app, you need to use your My Verizon login credential, if you don't remember it, you can reset your My Verizon credential from the web portal or with the assistance of an agent. For the Desktop app. Please, clear cache and cookies from the web browser.

If you are still having issues can you include any screen shots to help us better help you

[SynthpopAddict]

Don't know why you can't download the files in question, but if something is in the cloud, it is running through the cloud, and the Quicktime app isn't there which is why those files won't play.  BTW I thought Quicktime was discontinued for security issues, so isn't recommended any longer?

[Kathy6752]

I've tried installing other media players to see if that would work but it hasn't.  Probably something messed up with the windows 10 I have.  I'm going to see if there's anything else I can do besides purchasing a new computer.  Mine is 4 years old and I shouldn't have these issues.

[vzw_customer_support]

I see how frustrating this is for you. To resolve this, try using a different browser, disabling browser extensions, or resetting your browser settings. You can also try downloading a video player that supports a wider range of codecs. -Ross

[Kathy6752]

Thank you for your advice Ross. I downloaded VLC  media player but that didn't work either.  I've tried different browsers with no luck.  I've just about given up but will keep trying for a couple more days before saying to heck with it.

[vzw_customer_support]

Kathy6752 Thank you for reaching out. We are sorry to hear about the issues with trying to get the videos to play. I will be reaching out in a PM as well. 

-Harry

[Craig_Vz · Accepted solution]

Hello kathy6752,

To view any type of media on Verizon Cloud you must the appropriate player on the device you wish to view it on. In this case quicktime needs to be installed on your desktop.

Downloading with Desktop App
Desktop User Logs on Windows - C:\Users\<USERNAME>\AppData\Local\VerizonCloud-Data\Logs

Desktop User Logs on a MAC - /Users/<username>/.local/share/VerizonCloud-Data/Logs

Using the Desktop Client to mass-save Cloud content to local desktop machine:

Install and sign-in to your Cloud subscription. Not optional on Contacts Only service level
Once installed, a new folder "VZCLOUD" will be created on your desktop machine.
The sub-folders in VZCLOUD will slowly populate thumbnails of your Cloud's media. The rendering of these images is referred to as "Hydration".
Once the images hydrate, then may be MENU COPIED - not moved or dragged/dropped - to a new folder location on the local storage. Moving these files will end up deleting Cloud content.
The act of making the copy will initiate a background download of the full file for each thumbnail copied to the new folder.
NOTE: Leave your desktop machine on and connected to the internet. Depending on the size of media to be saved, you may need to turn off SLEEP for the computer until done.

NOTE: ISP connection, download size, and computer's processing power will determine the time required to complete.

[vzw_customer_support]

Hi there! We are happy to help troubleshoot this with you. I sent you a private message to get started. 

-Nikki

[Kathy6752]

I'm done trying to fix it.  I even upgraded to windows 11.  SOS as before.  None of the media players I've installed have helped with the Verizon Cloud.  I can watch videos others have recorded,  but nothing I've recorded that's gone to the V Cloud.  I can't even get the Verizon Cloud for desktop to work.  

[Craig_Vz · Accepted solution]

We have no record of a desktop handshake for login. We do show both mobile and portal logins. If you are trying to login through desktop please ensure you are using the correct Desktop URL: https://joincloud.verizon.com/vzcloud/download  

Portal portal https://mycloud.verizon.com

You can log in to the Verizon Cloud Portal with your My Verizon account username* and password. If you are a Verizon mobile customer, you can enter your mobile device number instead of user name and get a one-time verification link text sent to your phone

If you are trying to access your data from the Verizon Cloud web portal, or the desktop app, you need to use your My Verizon login credential, if you don't remember it, you can reset your My Verizon credential from the web portal or with the assistance of an agent. For the Desktop app. Please, clear cache and cookies from the web browser.

If you are still having issues can you include any screen shots to help us better help you

[Kathy6752]

This is the error message I get after downloading the desktop app.  

[Craig_Vz · Accepted solution]

This does not appear to be a Verizon Cloud error message, this appears to be an issue on your local machine not being able to find the executable. 

You should first ensure that the Desktop app have permission in both the Firewall and Antivirus to send and receive data. Then, deselect all but one sync folder to allow the App to process a smaller data set from end to end to establish