Photo backup on iPhone isn’t working

[Em_6]

I’ve been using Dropbox to backup my iPhone and noticed recently it’s been really slow. Last night I went to back it up again but it just said it was starting photo backup, but it still hasn’t found any photos or videos.

I’ve restarted the app, my phone and turned off photo backup and left it before trying again, I’ve tried airplane mode with WiFi. I’ve tried using my data, but it’s not finding anything. Or doing anything. I’ve been using Dropbox alongside iCloud and haven’t had any problems until this. I’ve used about 6% of the 2tb storage I’ve got.

Any help on this?

Thanks

[Megan]

Hey @Hugo D.3, welcome to our Community!

Remember that the initial sync after a Dropbox app upgrade will normally take a little longer.

You'd have to set aside 30 minutes to an hour for that.

If the issue remains after this time-frame, give me a shout.

Also @KerryL28 would it be okay for me to send you an email, so we can have a closer look into this, please?

[RobChafer]

@Hugo D.3 that is exactly what I get on my iPhone 6. You don't have to uninstall/reinstall -- just sign out and back in. A bit quicker but still really irritating.

[Hugo D.3]

Thanks for the answer. It now seems that with only a few photos left to upload, the app manages to analyze the library then upload if given enough time.

I'll see how it goes with more photos and vidéos.

[Em_6]

Update on where it’s at and to anybody who’s having this issue:

I’ve been in contact with the specialist team since around the time I made this thread. They said they’re aware of the issue and are working on it, but as it stands the couple of updates I’ve had haven’t worked.

That probably means we can’t do anything about it until there’s an update that does but I’d like to know if any updates have worked for anybody / what they did different after an update for it to work so I can try that.

The advice I was given from them for after an update was to clear cache, uninstall, turn phone off and on (not restart) and install the app again. Not really anything I haven’t heard here.

They said it was caused by the iOS update by Apple where they changed security settings.

So anybody who’s updates it’s worked for, please let me know what you did. Thanks

[RobChafer]

@Em_6  Did they say which update? I have an iPhone 6 with iOS 12.5.3

[Em_6]

on the App Store it would be 236.2, that was when they last emailed with those steps to follow. I tried again with the 238.2 from a couple of days ago in case that worked too; it didn’t.

It should still work with your phone, App Store says it’s compatible from 12.1 or later. Mine is iPhone 7, 14.5.1 (Updating currently to 14.6)

I’ve emailed them again to let them know this update hasn’t worked either, hopefully they can say about another update coming or something.

[KerryL28]

Hi Lori,
Yes, that is ok to email me

[Em_6]

Update:

This is from an email I received

“The new version is still in the rollout stage.

If you keep the app in the foreground for 7/10 minutes to if the fix takes hold.
Please don’t let the app go to sleep or the screen lock during this time.”

-

For me this didn’t work, but could be of use to somebody here. Let me know if it does, thanks.

[Abufinzio]

- 07 june 2021

- app version: 238.3.2

- ios 14.6

- media in the gallery: about 11000

the photo uploader is still broken

sometimes i have to delete and restore a media to be recognized by dropbox
please, restore the old uploader while you try to fix the new one
thank you

[Megan]

Thank you @KerryL28.

Don't forget to check your emails whenever you have time.