Hello Everyone,

Thanks for contacting us and sorry for the delay getting back to you.

This error may be due to the new HEIC format introduced by Apple on iOS11. HEIC is a new format (High Efficiency Image) that is not compatible with older devices. Conversion from HEIC to JPG was addressed on the latest update of our app (version 6.3). Make sure you have our latest version and then open the app and then you can go to the 'Settings' screen of our app to find a new setting to convert HEIC to JPG automatically - do this on the 'Sender' device where the photos will be coming from.

Please try this and let us know if this helps you! I hope it does!

Kind regards,

Enrique
Photo Transfer App

Hi Bob,

Sorry you are having problems. Are you able to copy a few photos using the 'Download' function instead of the 'Backup' feature? How many photos are you trying to download with the Backup? Let me know if the download of individual photos works in the Surface. 

One quick thing to try is just the old-fashioned restart of the computer just to make sure everything is refreshed. 

Kind regards,

Enrique

Dear Aaron,

Thanks for contacting us and sorry you are having issues with the app!  Did you try the upgrade while connected to the Mac or Windows app? If yes, please simply try to close the desktop app and then open it again to re-connect with your device and so it recognizes the upgrade.

If you upgrade using another device (like an iPhone or another iPad) with your same Apple account then open the app on the device that has not been upgraded, touch the Settings button (the little gear icon on the top left corner of the screen) and then tap on "Restore purchases", that will give you access to the full functionality of the app on that device.

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

Kind regards,

Enrique

Hi John,

Thanks so much for reporting this problem and so sorry about this!

We have couple of other people reporting this problem and we are trying to replicate. Does this happen every time you connect or are you able to eventually connect to your device? Also, do you have other apps running at the same time when you try to discover devices? Are you using any other type of special software on your computer? We are trying to figure out how to replicate the problem as we haven't been able to reproduce on our testing equipment and the log messages are not providing the full information of the source of the crash. 

Any other detail that you can provide us will be very helpful. In fact, if you can record a video of the issue happening on your computer we would be happy to send you an iTunes gift card to thank you. You can send it to our support email: support@phototransferapp.com

Sorry for the trouble and thanks in advance for any further details on the crash.

Kind regards,

Enrique
Photo Transfer App

Hi Sabine,

Thanks for contacting us and sorry you are having issues with the app. On your iPhones, are you using the same Apple account? If yes, then please simply open the app on your device, touch the Settings button (the little gear icon on the top left corner of the screen) and then tap on "Restore purchases", that will give you access to the full functionality of the app on that device.

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

Kind regards,

Enrique

Hello,

Thanks for contacting us. Are you using the main app to transfer your photos or are you initiating a transfer from another app using our app extension? If you are transferring from inside of another app please tell us which one it is so we can try to replicate this problem as we haven't seen it happening on our side. All the details to try to replicate this will be useful to figure out where the problem may be.

Kind regards,

Enrique
Photo Transfer App

Hello Fabrizio,

Thanks for contacting us and sorry for the delay getting back to you! What type of files are you trying to transfer, from what app? Our app will be listed if the elements selected are images or videos but not PDF for example.

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

Kind regards,

Enrique

Dear Donna,

Thanks for contacting us. Sorry that about that. Try this to upgrade: open the app on your device (without connecting to the computer) and then tap the 'Upgrade' button on the main screen of the app (the one with the 'Send/Receive' buttons).

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

Kind regards,

Enrique

Hi Dave,

The settings should be applied and saved right after you change it, there is no need to save it as it is saved immediatly. However, you need to do this on the device were you are saving your photos (in this case the iPad 2). 

How are you selecting the photos to transfer? Maybe what is happening is that our app is sorting by date when you are selecting the photos and then that is the order in which they are sent. I'm going to write this on our development board to have a way to respect the sort order of an album when selecting items.

Kind regards,

Enrique
Photo Transfer App

Hello Dave,

Thanks for contacting us and sorry you are having issues with the app. What is the direction of transfer that you are attempting? Is it from computer to iPhone for example or from a cloud service to iPhone/iPad?

Let me know some details and I will be glad to help. Sorry for the delay getting back to you.

Kind regards,

Enrique
Photo Transfer App