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Dropbox thinks my iPhone is locked and won't upload photos.

22ratcat22

dropbox thinks my iPhone is locked and won't upload photos

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Megan

Hi there, @22ratcat22, welcome to our Community!

I'm going to need some additional info in regards to this. When you say locked, what do you mean?

Can you access the app as you would? Do you get any errors on your end?

Keep me posted, and we'll take it from there!

jrubenstein1974

Hi Megan,

I am having this same problem. When I plug my phone into my computer to download photos. Dropbox lets me hit "start import" and then the icon in the corner says something to the effect of "Dropbox cannot download photos because iphone is locked. But my iphone isn't locked! I tried unplugging and plugging in again and the same thing happens. Most advice on this I can find is at least a few years old. Please help?!

Megan

Hey @jrubenstein1974, welcome to our Community!

Would you mind clarifying your computer's OS, along with the version of the Dropbox app that you're using there?

You can find this by hovering your mouse over the little Dropbox icon, next to your WiFi on your menu bar.

If you have a screenshot of the error message you get, I'd appreciate it in order for me to have a visual too.

I'll be waiting for your reply!

jrubenstein1974

Hi Megan,

Thanks! Dropbox app: 199.46287

Computer OS: Windows 10 education, 64 bit.

Screenshot:

Would be grateful for help!

Best,

Jen

Walter

Hey @jrubenstein1974 - sorry to jump in here, but could you make sure that your iPhone is running the most recent version of the device's OS and the Dropbox mobile app as well?

Have you tried signing out from your account through the app's preferences and logging back in since you first noticed this by the way?

jrubenstein1974

Hi Walter,

Yup. I just did both of those things and it's still not working. I can manually move folders of photos (under DCIM) from my iphone to camera uploads on dropbox, but that is not a great system, as there are lots of folders and I'm worried about deleting files by accident. (It is also time consuming.)

Walter

Have you also ensured that your computer is a trusted device on your iPhone @jrubenstein1974?

You can follow these steps that Apple recommends to make sure that your device is trusted by your computer:

1. Plug your device into your computer
2. Your computer will report that your device is locked
3. On your mobile device, you should see a message that asks if you'd like to trust the computer that you are plugged into
4. Tap “Trust" on your mobile device.

jrubenstein1974

Hi Walter,

I know the message you are talking about, but I'm not getting it on my phone.

Walter

Have you tried repeating the steps at all after rebooting your devices @jrubenstein1974 ?

jrubenstein1974

Hi Walter,

Ok, I should restart my phone and computer and then log out of dropbox and back into it?

Best,

Jen

jrubenstein1974

(on both devices)?

Hannah

Hey @jrubenstein1974, yes, please do so and let us know how it goes!

Rogaa

Hi 22ratcat22,

I glanced upon your issue and i was able to stumble up on youtube that shares the same sentiment as yours, you might like to click this youtube line as it provides a detailed visual guide on how it gets resolved : https://m.youtube.com/watch?v=I3qnt-n4JU4 . What he/she did was just to unlink the device the moment they got the “phone locked “ message by going to Preferences>Account>Unlink Device . Once unlinked , the system just automatically attempts to reconfigure the installation set up and the phone was already granted full access to Dropbox and allowed to start importing files. Hope this might be of help though.

Thanks

jrubenstein1974

Oh my gosh Rogaa I think this might have worked!!! (Not sure yet, but so far so good.) Thank you!