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Forum Discussion
Michelle A.8
7 years agoHelpful | Level 6
Camera Upload Error on Mac OS High Sierra/ Photos...Could Not Be Imported
Since April 10, I've been spending a LOT of time trying to upload photos and videos from my iPhone 7 [iOS 11.3 (15E216)] to my Mac [macOS High Sierra (Version 10.14.4)]. It used to do that no proble...
- 7 years ago
I got a solution that worked for me from Dropbox Support. Thought I'd share it here for those who might benefit:
The application "Image Capture" which apparently comes with Macs -- who knew? -- can act as a "middleman" in the process to transfer images to Dropbox.
- Go to the Spotlight Search (top righthand side of your computer) and type "image capture".
- When it comes up, select your phone from the interface on the lefthand side of the app.
- The images from your phone will pop up in the main window of the app. Select those which have not been imported.
- (You might want to click the box that says "delete after import" or "Keep originals" at the lower left of the app.)
- Select Other -> Dropbox -> Camera Uplpads in the "Import To" dropdown.
- Click on the "Import" or "Import All" button and it will import.
Most of these steps don't have to be repeated on subsequent uses.
As I mentioned, I'm not thrilled with this "workaround," but I suppose it will do until Dropbox engineers get around to fixing what is obvious problems.
- Go to the Spotlight Search (top righthand side of your computer) and type "image capture".
- 7 years ago
I might have a fix (or at least a better workaround than using the "Image Capture", since that doesn't use the same naming format as Dropbox and you might end up with duplicates once importing works again - at least I get file like "IMG_9365.JPG" instead of "yyyy-mm-dd hh:mm:ss.jpg").
On your iPhone, go to Settings > Photos. At the very bottom, toggle "Transfer to Mac Or PC" from "Automatic" to "Keep Originals". After doing this, I reconnected my iPhone and importing worked.
Note: This might transfer your current photos as HEIC files instead of JPEGs. I'm not a big fan of this HEIC format, but eh, at least I have importing now. If storing HEICs make you sad, I believe you can go to Settings > Camera > Formats and toggle it over to "Most Compatible", so future photos will be in JPEG.
My environment is as follows:
MacBook Pro, OS X 10.13.4
iPhone 8, iOS 11.3.1
Dropbox app on OS X: Stable Build 49.4.68
- - - Most people can stop reading here - - -
- Additional notes while debugging:
I noticed that while importing fails when the setting is set to "Automatic", certain photos do get imported. These consisted of iPhone screenshots and some low-res close-ups of stuff. - I found https://www.dropboxforum.com/t5/Syncing-and-uploads/Since-iOS-11-upgrade-camera-uploads-stopped-working/td-p/242509, which led me to suspect HEIC or image formats being the problem (again), especially in light of (1).
- I was able to confirm that if I took a photo, switched the setting back to "Automatic", then reconnected my phone, the import process would fail with the error message.
- Additional notes while debugging:
Jane
Dropbox Staff
Hey mrboss, thanks for getting back in touch with us, I appreciate your ongoing cooperation & detailed replies!
I’d suggest continuing this discussion via email & for that reason I’ve made sure to create a Support Request on our system on your behalf, so as to focus on the issue in question based on the info I have on my tools for your account & move forward together. Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly follow-up with you from where we’ve left off here.
When it comes to your inquiry in regards to:
Hoping that Dropbox can provide everyone answers publicly, not just via email to those listed above
rdayno, you may keep in mind that we’re currently actively working on it (:meaning that we’re gathering all relevant cases internally, we’re troubleshooting & we’re narrowing down the possible causes) & that’s the reason why we’re asking for an email correspondence. If you’re experiencing the same behavior, I’d happily check back with you in more detail via our Official Support channel, so please let me know how you’d like us to proceed in your next reply.
Thanks again for posting to us on the Forum on this behavior & I’m always here if you'd need further assistance. Wishing you all a wonderful weekend ahead!
mrboss
7 years agoHelpful | Level 6
hello Jane
I can't find an email with your Support Request in my inbox. The only mails i get from dropxox are the ones refering to this yctual formum discussion.
regards
christian
- Ed7 years agoDropbox Staff
Hi mrboss
Try checking http://dropbox.zendesk.com - if not, Jane will get back to you during the week days!
- benjuang7 years agoHelpful | Level 5
I'm seeing this problem as well.
I am using an iPhone 8 running the latest iOS 11.3.1, OS X 10.13.4, Dropbox 47.4.74. It seems to uploade a few photos randomly and then fails with a x photos or videos from <phone name> couldn't be imported.
- Ed7 years agoDropbox Staff
Hey benjuang - may sound a bit obvious, but did you try disabling it and enabling it again?
We had some issues last week that could have turned off Camera Uploads by mistake (even if checked). Can you try it (or if you did / just quit Dropbox and open it again) to see if it resolves the issue?
I've passed this to our team regardless so they can check it further in the meantime.
- benjuang7 years agoHelpful | Level 5Yep, tried disabling it and enabling it. Also restarting. And re-installing Dropbox.
Note: Opening the Dropbox preferences again, it looks like it self-updated to v50.3.66. - Ed7 years agoDropbox StaffGot it - let me check this with our engineers
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