Hello,

Thanks for contacting us.

When using iCloud Photo Library means that most of your photos are stored on Apple's servers (iCloud) and only a thumbnail is stored on your device. This means that you can access them via iCloud.com and they get synchronized with your other iOS devices . In this case our app has to grab the full resolution version from iCloud and transfer it to your computer, this process may take some time as each photo needs to be re-downloaded to your device first which can take some time but it works.

Another way to transfer them using our app is via the app extension which also triggers the full download of photos from iCloud: Open the 'Photos' app on your device, then select the photos/videos you want to transfer (selecting via the Photos app) then tap the share button (the one on the bottom left corner) and then tap on our app icon. This will trigger the Photos app to download all the full resolution versions of the files to your device and may take some time. Then, once our app extension is displayed just open the app on your computer, the extension on the iPhone will detect the computer and you will be able to send your files.

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

Kind regards,

Enrique

Hello Marc,

Thanks for contacting us and sorry you are having issues with the app. So if I understand correctly the problem is sending from Mac to iPhone correct? Did you check if your iPhone has enough free space? Also, what iPhone do you have and what resolution are the photos you are trying to send? Please send me some extra details and I hope to help.

Also, just to be sure, do a quick restart of your iPhone just to make sure everything is refreshed with the photos database.

Kind regards,

Enrique
Photo Transfer App

Hi,

Yes, what you can do is to move the 'PhotoTransferApp' folder from your Documents directory. Put that folder somewhere else and then do another backup using the 'Backup' button on our PC app. This will force all photos to be downloaded again to the computer.

The backup function lets you transfer an entire album from iPhone to PC. It checks if the files have been backed up before and skips those that are already on the PC on the same destination folder.

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

Kind regards,

Enrique
Photo Transfer App

Hi Gina, 

Sorry you keep having issues. Did you recently turned that off? or was it always off?

If it was recently turned off it make take some time to have all the assets downloaded to your device. If it has been off all along then it is a different issue that we may need to investigate. Do you know if this issue happens with any photo or some specific assets? Let me know if you have seen any pattern when this happens.

Kind regards,

Enrique
Photo Transfer App

Huh, and you haven't made other backups before? We will update the app to make sure medium resolution is not allowed for video uploads to avoid this case.

Hi Joan, 

Have you made any recent backups of your device with iTunes via the USB cable?

Regards,

Enrique

Hi Joan,

Did you perhaps choose to upload in medium resolution? When choosing to upload in medium resolution the app will choose only a preview image to be uploaded and I think this is the case here. Did you manually deleted the videos from the 'Recently deleted' album?

Regards,

Enrique

Hello Joan,

Thanks for contacting us and sorry you are having issues with the app. Are you playing the videos directly on the Google Drive web page? Please note that Google Drive takes some time to process the video and produce a playable version. What you can try is to download one of your videos to a computer for example and play it from there.

Also, did you use the 'Delete after transfer' feature? If yes, the videos will be deleted from the main album but you will definitely find them on the 'Recently deleted' album unless you deleted them from there as well.

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

Kind regards,

Enrique
Photo Transfer App

Hi Linda,

Thanks for your post. What version of iOS are you running on your device? Please note that your device needs to be running at least iOS8 to get the delete function. Also, please note that if you synched photos via iTunes then those photos cannot be deleted by our app, only via iTunes - that is a restriction imposed by Apple unfortunately.

Kind regards,

Enrique

Glad to hear you figured it out Elle. Let us know if you have other questions or comments as you continue using the app. Kind regards, Enrique