Oh, my bad, didn't catch that from the first question, sorry about that. Ok, one more question, are you using the version of our app downloaded from the Windows store or from our website? Can you try installing the one from our website:

http://phototransferapp.com/win/update/PhotoTransferApp24.zip

If you already have that version then we can check if the logs of the app say something useful. Please look under:

c:\Users\<Your username>\AppData\Roaming\com.erclab.air.phototransferapp\Local Store\logs

There should be a few files there, please send me the last couple ones where you had this issue. Hopefully we can infer something from there! support@phototransferapp.com

My apologies again.

Regards,

Enrique

Hello,

Thanks for contacting us and sorry you are having issues with the app. Interesting, not sure what's going on here. One thing to try to figure out if the issue is with the Windows app is to try to use the web interface instead of the desktop app to check if that works and isolate the problem.

So, please open the app on your iPhone, then 'Send' > Windows > Web interface and follow the instructions there to connect using a web browser on your computer instead of the desktop app to try to download some pictures from device to computer.

I look forward to your results. Also, please let me know what version of iOS you are running on your iPhone and if you can do a quick restart (turn off/turn on) the device just in case something is stuck with the Photos database.

Kind regards,

Enrique
Photo Transfer App

Hi Michelle,

Thanks for contacting us and sorry you are having issues with the app. Did you try upgrading when connected via our Windows or Mac app? If you upgraded already then simply try closing the desktop app, then open it again to reconnect with your device, this way the desktop app will re-connect to the device and recognize the upgrade.

I hope this helps! Please let us know if you have other questions or comments.

Kind regards,

Enrique

Hi Greg,

Thanks for contacting us. Can you tell me if those photos were taken with the iPad or were they imported from a computer using iTunes? Unfortunately, our app cannot delete photos that were synched with iTunes, the only way to delete those photos is using iTunes itself.

Let me know if you have other questions or comments.

Kind regards,

Enrique

Hello Paul,

Thanks for contacting us and sorry we didn't respond to this earlier. If your device is using iOS8 or later then you should get an option to 'Download & delete' the selected photos when using our windows client:

http://phototransferapp.com/win/update/PhotoTransferApp24.zip

You can use that feature to download photos to your PC and then delete them from the device.

I hope this helps! Please let us know if you have other questions or comments.

Kind regards,

Enrique
Photo Transfer App

Hello Lisa,

Thanks for contacting us and sorry it took so long to respond. When you download photos to your PC you get the option to choose where the photos will be saved. By default the app points to the Documents folder but you can choose where to save them using the 'Download' button of our windows application.

Please let us know if you have other questions or comments.

Kind regards,

Enrique
Photo Transfer App

Hi Stefan.

Thanks for contacting us and sorry you are having issues with the app. Interesting, where are you getting the error? Is it when you select the photos via our app or when the upload is starting? Would be great if you can post an screenshot. Let me do some testing here and check what is the result with RAW files. In fact, if you can send me a sample image to our email I can test on the same type of file you have. Send the sample image to: support@phototransferapp.com


Kind regards,

Enrique
Photo Transfer App

Dear Bernd,

Thanks for contacting us and for using our app. Sorry you are having issues. This is a good one, not sure why the app would do that! Can you provide me with the name of the album that is giving you troublle? Can you perhaps try to rename it to something else to see if that is the issue? Sounds like somehow the app is having issues saving to that folder but we are not catching the error :( The more information you can provide the better, to try to understand where the app is failing and fixing it in the next release.

Sorry again for the inconvenience.

Kind regards,

Enrique
Photo Transfer App

Interesting. Seems like there is one album called '0' which in theory should not be a problem but given the error message the album ID of that album has lots of '0000' in it which is really never the case with internal album id's. Can you tell me if you skip that album if the backup goes well? Just uncheck that particular album and see if the app continues.

Also, is that '0' album synched with iTunes or was it created manually?

Dear Adi,

Thanks for contacting us. Interesting, seems like you have lots of albums on your iPad - it looks like the app is recognizing them as events - and the id (from the error message) is quite strange. Can you check and tell me if any of the folders have perhaps a ':' or '/' character on the name? That may mess up the backup when the app tries to create the folder in the computer. 

One thing to try is to backup a few albums first, like say the first 3 albums and see if that works, then continue with a few other albums and see where the app gets stuck, that will be helpful to us to figure out where the issue is.

Sorry you had issues with the app.

Kind regards,

Enrique