Narrative Care

I can't activate my Clip/ My Clip is not recognised by my computer.

My Clip is not recognised by my computer.

I plugged the Clip using the USB cable, and it does not seem to be working.

I've attached the Clip to my computer, but the Uploader continues to show me this message: ‘Please connect your Narrative Clip'

I am trying to activate and register my Clip with the Uploader, and my computer is not registering/recognizing my Clip. 


If you are activating your Clip for the first time:

Please ensure that you have a reliable internet connection. You need a reliable internet connection to register and activate your Clip for the first time. 

Please also ensure that your network is not restricted by any proxies or firewalls. This could be a reason why your Clip is not recognized by your computer. 

Any other times:

If your Clip is not being recognized please try these quick fixes:

  • 1. Restart your Uploader
  • 2. Uninstall and then reinstall your Uploader from
  • 3. Use a different USB cable
  • 4. Try it on a different network that is not blocked by any proxies or firewalls. 

If your Clip is still not recognized after the 3 quick fixes above:

  • Please try to discharge the camera's battery by placing it face up, with no cable attached, for six hours. Then try and connect it again. It should be detected by your computer. 

If there is still an issue please email us at with your account details, and we'll be happy to troubleshoot your issue for you. 


  • Avatar
    Alex Monckton

    Thanks - this worked for me. Disabled my firewall, connected my clip, started the uploader and was presented with the login screen whereas previously I had been getting the Network Error message.

  • Avatar
    Narrative - Charlotte

    Hi @Alex! Thanks for your message and it´s great to hear that disabling your firewall solved the issue. Please always feel free to send us an email at if you have any further questions and have an awesome day! Kindly Charlotte

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