Welcome to the Canon Community and thank you for your post!
So that the Community can help you better, we will need to know the Computer Operating System you're using (Windows XP/Vista/7/8/10 or Mac 10.x), as well as the way you connect to your camera (USB or WiFi).
Any other details you'd like to give will only help the Community better understand your issue!
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Thanks and have a great day!
To connect to and transfer the video from your camcorder, you need to use the Pixela Transfer Utility. It is made by a company called Pixela and you can download it from their website HERE.