I'd rather wait on going through the process on another computer, as backing up elsewhere wouldn't be useful to me regardless. There are errors in the logs. They are short so I'll post here. Please let me know if these help. These errors show up during the download process for the file, while the progress bar is moving across the screen:

3/31/2014 09:10:36.489 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]
3/31/2014 09:10:36.493 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]
3/31/2014 09:11:43.980 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]
3/31/2014 09:11:43.982 [ERROR] modules.ApplicationWindow [IOErrorEvent type="standardInputIoError" bubbles=false cancelable=false eventPhase=2 text="Error #3218" errorID=3218]

I was able to get the other videos to download fine through the app, but they are max 120MB in size. I have other devices with large videos. Is there a limit to video size that can download? And regardless, how do I get the Backup feature to skip the problem video?

Enrique, thanks for the reply. I am using Windows 7. The destination folder cannot be the issue, since all the photos downloaded just fine. Permissions on the folder allow modification by the "Everyone" group. There's 38GB+ free space on the drive. Furthermore, the video file is created in the destination folder during the transfer, and stays at 0 bytes the whole time.

I just tried to save the file with the desktop app by selecting it individually and clicking "download". I ran into the same problem. The progress bar in the desktop app is all white, indicating it's pretty much done. Then it just sits there and the file on disk stays at 0 bytes. The process in task manager shows no I/O activity. The app on the iPad still shows "Sending files" but the progress bar has disappeared. I can click "cancel" in the desktop app, and it claims the download completed, even though the file still shows zero bytes. I can't delete the empty video file until I close the desktop app, as Photo Transfer App has a lock on the file. Clearly something fails at the very end.

I did email you at support as well and will follow up there again. Is there anything further I can do to make this work? Is there some conceivable reason that this file may be the only one with a problem? If so, can I somehow tell Backup to skip it?

Amber, any ideas? I'd rather get this working soon, or I'll need to get a refund. I plan to implement this on several iOS devices if I can get it to work.

Amber - no error. It shows the progress bar reaching the end (for that video) after a few minutes of copying, then just sits there doing nothing. I've waited for at least 10 minutes, and can see from monitors that no more data is being sent over the Wifi network. It copies quite quickly while the progress bar is moving (I can see the data connection is being used), so it's not an issue of a poor connection.

As I mentioned, I was able to copy the video via the browser connection method. However, I still can't complete a backup, since every time it tries to copy that one video rather than noticing it's already there in the destination folder on the PC. I want to use the backup feature of your app. That's the only reason I bought it.

So if I understand correctly, your app keeps a log of photos it has already backed up, so it will avoid making another copy, even if the photo has since been moved (on the PC) to a different location?

Amber,

Thanks for the reply, but I didn't follow your answer. I think I need to clarify my initial question.

I've been using your desktop app with the backup feature. All my photos and videos copy into a single folder. I'd rather they get copied automatically into subfolders organized by date. Since I imagine your app doesn't allow for that, I'd like to organize them myself. If I do that, will the backup feature try to copy them again? Perhaps your reply indicates that the backup feature always tries to copy all the files, regardless of whether they've been backed up before (a full, never an incremental backup)?

My other recent question that I posted separately is a higher priority, since I can't get a single backup to finish. Please look at that one first, since if that doesn't work then the above question won't matter! Thanks.

Those sixteen minutes correspond to about 800MB

PS: it's a 16 minute video created on the iPad. I tried downloading via the browser instead, and placed it in the backup folder. It worked, but then the backup tried again to download the video, which of course failed, and also overwrote (deleted) the one I copied with the browser.