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Dropbox no longer uploading photos edited on iPhone?

Sarahmac

Literally overnight, Dropbox has stopped uploading any photos that I’ve edited on my iPhone 8. The files just sit there forever stuck in waiting to upload mode. However, when I upload unedited photos, it works instantly. What’s happened? Any ideas? It’s always worked for me for years. What’s changed? Any help greatly appreciated. I’m using manual upload. Thank you.

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Fiona

Thank you for being so kind and patient @Valleyofthesun2.

Good news for all! This version of the Dropbox mobile app should fix it: https://apps.apple.com/us/app/dropbox/id327630330

Let me know.

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alexikc

Hi,

I'm using Dropbox mobile app (172.3) on iOS 13.3 with an iPhone 11 Pro, less than 12% of my storage is used.

While manually importing photos, some are stuck forever, even after cancelling and re-trying the import.

The strange thing is that the manual import is working for a lot of other pictures, but specific ones just can't get uploaded, it's always the same that are blocked.

The folders in which the pictures have to be uploaded are shared, with the same person, who does not block nor upload at the same time.

Someone has an idea on how to solve this?

Thanks in advance for your help.

Valleyofthesun2

Has this issue been resolved. This is an old post but now it’s Jan 2020 and my app still can’t upload my portrait mode pics from my iPhone 11 Pro Max. I only use the app - create a folder and then upload photos by selecting from my camera roll. I do not have my camera automatically syncing or I’d have too many photos in drop box. Is there another solution ? Thank you !

Fiona

Hello @Sarahmac!.

I am happy to help you upload your edited photos to Dropbox.

I understand that your manual uploads are stuck and I would like to ask you a few things and provide you with a quick fix.

What are you editing these files with?
Do you get any error messages? If so, please add a screenshot in your next comment. It would help me a lot to see them.
Do you have enough storage in your Dropbox account and the mobile device?
Are you having an issue uploading any file, or is this issue only occurring for specific files? If this is happening to a specific file, do you mind sharing the file type, so I can investigate this further?
Are you using data or Wifi?

Quick fixes. :tools: 📱

Switch from Wifi to cellular network or to another Wifi.
Reinstall the Dropbox mobile app.

[EDIT] Hi @alexikc! I understand you might be facing the same manual uploads issue and moved your topic here. Please check out the troubleshooting suggestions offered and the additional info I will need to help you more. Thank you!

Let me know if that helps. Thanks for sharing more info!

alexikc

Hi @Fiona,

Thanks for your help.

I'm not editing the files.
I don't get any error message.
I've enough storage both on my Dropbox account (88% empty) and on my mobile device (55% empty).
This issue occurs only with specific files. The file type is classic "JPG" from the iPhone camera. It works fine with other pictures.
I'm using both data and WiFi.
I've tried switching from data to WiFi and to reinstall the app: the problem is still here. I've also tried to connect to another WiFi network or to reboot the mobile device.

Thanks again for your help.

Micli

Hi,
the app gets stuck when uploading pictures after updating to latest version 172.3.2. What happens??

Fiona

Thanks for letting me know all you've tried @alexikc.

I created a ticket to look into this further with you. Once you respond there I can investigate further.

:envelope: I used the email address associated with your Community profile.

[EDIT] @Micli Seems like you are facing the same issue as well. :slight_frown: Moved your question here. Please check out the steps offered and let me know if they help.

Thank you!

Micli

Hi @Fiona

yes, I am experiencing the same problem.

In my case no picture is edited in any way..... they can be uploaded to Dropbox from gallery but not from the app.. so I don't have date and time in the file name...

Sarahmac

Hi Fiona

Thanks for your response.

The problem is a new one which happened after the latest Dropbox update.

I am using the regular iPhone photo editor.

I have tried uploading photos that have not been edited, they upload instantly. Yet when I try to upload edited photos, they are forever stuck in waiting to upload mode.

Have tried all the usual fixes, uninstall the app, reinstall, use data instead of WiFi, switch to flight mode and switch WiFi on, etc. Still the same thing.

The problem is definitely related to the edited photos (JPEGs). When edited the file size is smaller than the original if anything, not larger. I have ample Dropbox and iPhone storage space available.

It's very frustrating as I always edit my photos before uploading them.

Thank you

Sarah

Fiona

Thank you for the additional information @Micli, @Sarahmac.

@Sarahmac are your edited photos in a third party application and you are trying to import from there by any chance? or are you doing this tapping the (+) button?

Same question for you @Micli, when you say they can be uploaded from your gallery, do you maybe mean automatically. What are the steps you are taking? Is the (+) button failing for you as well?

Sarahmac

Hi Fiona

No third party application involved, I take the photos directly with my iPhone camera and then go into the Dropbox app, hit the + button and choose my folder. As I said, the non-edited ones go straight in. It's the edited ones that won't upload (edited in the iPhone regular editor via the edit button in the photo screen), and it's a new issue. Up until two nights ago it was working fine, and had been for years.

The + button works fine, the images all appear in the folder, but are greyed out waiting to upload.

Thank you.

Fiona

Thanks for the updates @Sarahmac.

I located the email you have with our support and I will add notes for the agent assisting you there.

Thank you!

Sarahmac

Thanks Fiona, much appreciated.

Brooke214

Yes! I'm having this same issue! So frustrating. I've been searching for an answer, nothing yet.

Fiona

Hey @Brooke214! Thanks for reporting.

I understand how frustrating this can be.

I got you. Please confirm the information I am asking for on the first page of this thread and try the troubleshooting steps. If the issue persists, I will follow up with you via email to solve this.

Brooke214

Yes, I have tried all of the things listed above, and no change. The only way I can get an edited photo to load is to go back to the photo In my phone and “revert changes” in the iPhone edit option. Once I’ve done that, Dropbox uploads it within seconds. The problem is that I want the edited version!

Brooke214

Also, I concur with the previous poster, this was not an issue the last time I used Dropbox. It is a very new problem.

Micli

Hi Fiona,

I checked carefully what happens and it's the same as Sarah: "...photos that have not been edited, they upload instantly. Yet when I try to upload edited photos, they are forever stuck in waiting to upload mode." I do this from inside the app and I use the + button, I can select pictures from image gallery and I can choose which folder they go but they get stack forever. And, again, quoting Sarah, "The + button works fine, the images all appear in the folder, but are greyed out waiting to upload." It happens the same to me.

If I choose pictures in the gallery and I want to upload to the app one by one, I have no problem, I can upload edited or not. The size of the picture uploaded to the app is smaller than the one of the same pictures uploaded from the app using the + button.

Thank you, Fiona : )

alexikc

Hi @Fiona,

Maybe I have another clue.

I said that my photos were not modified but I used the iPhone's camera built-in "Portrait mode" (and some with the Portrait Lighting effect).

It seems that all the pictures that don't upload were taken with the Portrait mode.

I sent you an example this morning through our mail topic.

Furthermore, the pictures can't upload even while hitting the "+" button.

Thanks again for your help.

alana86

Hi, I am having the exact same issue. I have tried all the steps mentioned by Fiona with no fix. My videos/unedited photos upload instantly but any taken in portrait or edited just through the iPhone standard photo program won’t upload. There is no error message just the photo sits in the Dropbox app greyed out waiting to upload. I have deleted the Dropbox app, reinstalled, signed out, signed in, turned off my iphone with no solution. Please let me know if anyone finds one as 2 days ago I had never had an issue with uploads. Thank you

xxberto89xx

Hello, I was having the same issue: pictures taken with the portrait mode just waited there for the upload forever, but I think I maneged to find a workaround. After selecting the files to upload, you’ll find an option saying “Save HEIC photos as”, set by default as JPG, meaning that the app is going to convert the file before upload. Setting this value to HEIC resolved the upload problem, for me. Hope this helps.

Sarahmac

Fantastic! This worked for me. Never seen that option before. Select HEIC instead of JPG and that solves it instantly. Thank you so much for a brilliant fix to such a frustrating problem!

Fiona

Hi everyone!

Glad to see you have an option that solves this uploading issue. Even though this step uploads your files successfully, the HEIC file type cannot be opened using other Operating system devices.

Please read through this article regarding HEIC files.

I am still working on the cases I have open about this with Community users. I will get back to you with any additional information, solution or workaround.

@alana86 I emailed you to work on your issue as well. I used the email address associated with your Community Profile.

Thank you for your patience and for helping each other! 🙏 ( Special thanks @xxberto89xx )

xxberto89xx

Thank you @Fiona. :slight_smile:

Well, yes. What you say is true, but here comes another funny thing. Just to be sure I double checked the photos I uploaded with my iPhone (after the previous problem, uploaded by leaving the HEIC setting to HEIC, NOT Jpeg) on a Win10 PC running Chrome.. I was expecting to see these files with .heic extension.. But they're all .JPGs.

So.. Leaving the setting to JPG won't let us upload files, but changing this setting solve the problem but "break" the app, in fact converting them correctly.

Hope this other little clue helps you, and sorry for my bad english.

Fiona

Thanks for reporting what you tested.

Your English is perfect! I am reproducing as we speak. I will check with the rest of the users if their HEIC option uploads JPGs.

Thank you so much! 🙏

Fiona

I am actively investigating, I will get back to you with troubleshooting steps as soon as possible.

Thank you!

alexikc

Hi @Fiona,

It depends for me: I see JPG and also HEIC... I don't know the logic here.

Thanks,

Fiona

Thanks for your response @alexikc.

Allow me to ask for my better understanding. So you choose to upload the edited JPG files selecting the "Upload as HEIC" option and sometimes they do revert to HEIC but some upload as JPG? :thinking:

alexikc

@Fiona yes I confirm :thinking:

Sarahmac

When I upload the edited images in HEIC format, they are saved to my Dropbox as JPEGs and open perfectly in my Windows photo viewer. For me this has been a solution.

Fiona

Thank you for confirming.

We are aware of this detail now, thanks to your reports. I will be updating this thread soon with a fix.

We are working on this.

Thank you for your patience.