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"Can't import photos from this device" pop up but files get backed up.

Hi,

Whenever I connect my iphone to my mac, the "Can't import photos from this device" pops up, but the photos do get backed up to dropbox.

However, I do not see my iphone device in Sync and backups tab, and assuming maybe that's the reason why the pop up keeps showing.

It's quite annoying because it's not only once that it pops up, but a few times even I leave the phone connected to my mac.

I'm using M1 macbook pro, Ventura 13.0.1.

Anyone had this problem?

Thanks in advance!

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Megan

Hi @wpals03296, let's jump right into this!

Can you clarify the version of the Dropbox app you're using on your Mac? Do you have enough hard drive space to backup the content locally?

If you also happen to have a screenshot of the pop-up itself, that'd be amazing.

Thanks a bunch!

wpals03296

Screenshot 2023-08-11 at 1.11.50 PM.png

Hi, here is the screenshot of the error message!

Jay

Hi @wpals03296, have you clicked the blue button to see why it isn't working? What webpage does it link you to?

wpals03296

https://help.dropbox.com/create-upload/camera-uploads-overview

it links to this webpage.

Jay

When you connected the phone to the computer, was the phone unlocked, or did it have the passcode on the screen?

wpals03296

simply connecting my phone in general causes this problem, whether i've unlocked it or not!

Hannah

Hey @wpals03296, out of curiosity, do the photos get backed up when you plug your phone into your computer (despite the error) or do you also have camera uploads enabled on the mobile app and they get backed up from that?

wpals03296

hi,

it does upload photos when i plug it to my mac, so i think it does go through my mac!

samrae

I'm having the same problem. The pop up box is annoying as it keeps coming up and doesn't point to a solution.

If i open the DB app on my mobile it seems to sync but that frinken pop up ... keeps popping up all the time, everytime my phone gets plugged in (and presumbably when the DB app isn't open)

Hannah

Thanks for the update, @wpals03296 and sorry to see you're also having trouble, @samrae.

If you try to turn off camera uploads on the desktop app, restart the computer and then turn it on again, does that help at all?

samrae

No still keeps popping up. It also isn't something I can minimise it requires me to actually click the red close button. Constantly popping up - totally annoying. HELP!

Hannah

Thanks for the update, @samrae, and sorry to hear you're still having this issue.

In your case, are you actually plugging your phone in to your computer, to import your photos and videos to Dropbox?

Or are you plugging it in for other reasons, non-Dropbox related?

Can you also send me a screenshot of the backups tab in your Dropbox preferences, so I can take a look?