Re: Camera Upload Error on Mac OS High Sierra/ Photos...Could Not Be Imported

27 Replies

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Norah
Dropbox Staff
7 years ago
Hi Max_in_Madison, jernimtz and gabradoodle, welcome to Dropbox Community!

First let’s check that you have updated the latest version of your desktop app here.

Can you tell me where is the issue occurring, is it happening when you plug your phone or tablet into your computer or is it on your mobile device?

A screenshot of the error message you receive would also be very helpful to make sure I understand further the issue you are experiencing.

Also, here are some Quick fixes for camera uploads that you may utilize as an initial troubleshooting step:

If this issue is only happening with videos (not photos), check that you have video uploads enabled in the camera uploads settings on the Dropbox app.

If you can’t upload, try turning off your data and just uploading with Wi-Fi. If that doesn’t work, try uploading with both data and WiFi turned on.

If you can’t upload, check that your device has enough battery life (or plug it in to charge) before uploading.

Thanks in advance for your reply!
mrboss
Helpful | Level 6
7 years ago
exactly the same problem here as well.
i plug in my iphone as i used to to for years but can't get synchronized my photos anymore.
Jane
Dropbox Staff
7 years ago
Hey mrboss, thanks for posting these photos indicating the behavior you’re getting on your end!

If I were in your shoes (assuming that you’ve checked the tips Norah posted in the previous page: i.e. ensuring that you’re running the latest Stable Dropbox version on your Mac & you’ve made all OS updates :white_check_mark:), I’d reset the Camera Uploads settings once & then re-enable it to see if that lets me complete the upload as expected:

Click the Dropbox icon in your menu bar.

Click the :gear: icon & choose Preferences…

Under Import, you may go to "Change Autoplay Settings", which will re-direct you to your Control Panel. From there, you can check whether all settings have been applied correctly for your connected media devices. (Tip: Yous iPhone should be towards the bottom of the page.

Additionally, have you tried any of the quick fixes posted previously (namely trying to reproduce via a different network perhaps)?

Please let me know how the steps above work for you in your next reply & I’ll do my best to check back with you. Until then, take care & I’m wishing you a wonderful day ahead!
Michelle A.8
Helpful | Level 6
7 years ago
Maybe I'm misunderstanding, but I have nothing that resumbles a "Change Autoplay Settings" optiion under IMPORT or anywhere else in Dropbox or SYSTEM PREFERENCES, on my Mac, my iPhone, or my iPhone. Here's what I have available under IMPORT.

For a very long time, when imports messed up, I was able to fix it by toggling ENABLE CAMERA UPLOADS off and back on again. That stopped working just before I posted my OP.

Knowing as I do how infrequently stuff like this gets fixed in a forum, I did indeed try all of the other "quick fixes" posted here and everywhere else I could find.

At this point, I'm beginning to look alternate options to Dropbox, as I really do hate it when I'm paying for something that is unusabe for weeks on end and apparently has no telephone support offered.

Jane wrote:

3. Under Import, you may go to "Change Autoplay Settings", which will re-direct you to your Control Panel. From there, you can check whether all settings have been applied correctly for your connected media devices. (Tip: Yous iPhone should be towards the bottom of the page.

Additionally, have you tried any of the quick fixes posted previously (namely trying to reproduce via a different network perhaps)?

Please let me know how the steps above work for you in your next reply & I’ll do my best to check back with you. Until then, take care & I’m wishing you a wonderful day ahead!
Rich
Super User II
7 years ago
Autoplay Settings is an item specific to the Windows operating system.
Michelle A.8
Helpful | Level 6
7 years ago
Thank you, Rich.

Looks like there is no way for a Mac user to fix the problem. Nor the will of Dropbox to help. :-(
Michelle A.8
Helpful | Level 6
7 years ago
Thanks for the post, Jane.

While this may indeed be a solution for some, it is NOT a solution to the originally posted question, which was specifically a question about the problem on an Apple product.

Perhaps someone can give me a phone number for support as I am disabled and unable to do it through email or chat.
mrboss
Helpful | Level 6
7 years ago
I feel the sameas Michelle A.8. the problem is still unsolved and the support weak. they are asking things to do we discussed week ago.
mrboss
Helpful | Level 6
7 years ago
since when are we talking about windows?! it is a problem on Mac OSX as introduced clearly by Michelle A.8 three weeks ago.
Jane
Dropbox Staff
7 years ago
Hey all, apologies for any frustration my latest post my have caused you, I’m on the same page with you right now & I’ll try to take it from where we’ve left off since last week.

I was able to re-read all your posts anew, therefore let me gather the specifics in regards to the issue you’ve experienced. You may keep in mind that I’ve unaccepted my latest post as the Solution, as it hasn’t fixed the issue in question for you.

For starters, let me re-phrase the issue at hand, in order to take it from there:

You’ve all noticed a “Failed to import x of y photos” error message, when you’re trying to set your photos to upload automatically through on a Mac OS X 10.13.4 with the Dropbox version 48.4.58 installed & running correctly in the background (i.e. all Dropbox-related icons are loading correctly for you ).

Moreover, your iOS devices have been updated to the latest iOS version (11.3.1).

If all of you are experiencing the same issue as described above & you’ve already tried toggling between your two options (namely “Photos” or “Photos & Videos”) on your desktop preferences while trying to trigger the upload, whereas you’ve been seeing the same behavior roughly since April 10th, maybe it’ an issue that we’d need to investigate further.

For that reason, I’ve made sure to get in touch with you directly via email Michelle A.8, as you need hands-on troubleshooting based on our last cmments. At the moment, please keep in mind that we provide phone support for Dropbox Business admins through their admin console, so what I can offer you in order to make the troubleshooting more smooth for you would be to work with you as closely as possible on that correspondence. I do understand that we’ll need to make this as short as possible, so rest assured that I’ll make sure to follow-up from where we’ve left off here.

At your convenience, please check your inbox for my latest message and let me know here if you have any issues locating it. Once you get back to me, I’ll make sure to get back in touch with you as soon as possible.

When it comes to you mrboss, gabradoodle, jernimtz & Max_in_Madison, please let me know if you’d like us to continue working on this issue via email & I’ll make sure to follow-up with you asap.

Once again, apologies for any inconvenience my latest message may have caused you & I’ll be awaiting your next posts here, in order to move forward together. Thanks!
Michelle A.8
Helpful | Level 6
7 years ago
Oh, jeez. Found it.

Never mind.
Michelle A.8
Helpful | Level 6
7 years ago
Oops! Dupe.
rdayno
Explorer | Level 4
7 years ago
Hoping that Dropbox can provide everyone answers publicly, not just via email to those listed above. I'm one of the many, it appears, who is struggling with this issue. I've stepped through all suggestions above, all to no avail.

This "may" be related to some incompatibility between the Dropbox client for MacOS High Sierra. I say this because everything was working just fine for me too on or around 4/10/2018, when some High Sierra updates (10.13.4) were pushed to my machine via the MacOS auto-update. Another update occurred on 4/25/2018 (re: https://support.apple.com/en-us/HT208742).

Finally, another possible clue for the Dropbox team ... when I open Console, I see a number of messages like these from Dropbox, "nw_path_close_fd Failed to close guarded necp fd 30 [9: Bad file descriptor]". Seems to be something to do with "lib system_network.dylib.
annkek
New member | Level 2
7 years ago
I am also have this problem, any solution ? please email me [personal info removed by moderators]
Sanchez
Dropbox Community Moderator
7 years ago
Hey rdayno, welcome to our community!

I understand that a solution posted here would be great, and if I had one, I would be more than happy to put it up. However, by getting each case onto a ticket, and into our support platform, our team is able to examine each case, and identify any similarities between them.

This helps in the troubleshooting process, and in finding a solution more quickly. In your case, you have provided some more specific details, and these are just the kinds of things that can assist our team’s investigation.

If you’d like, I can get a ticket started for you with the email address associated with your forum profile. Alternatively, you can create your own ticket here.

Have a great week :sunglasses:
Sanchez
Dropbox Community Moderator
7 years ago
Welcome to our community, annkek!

I’ve removed your email address from your last post, for privacy reasons :wink:, and I have asked an agent to reach out to you via email. Have a look at that, and get back to them when you can.

Cheers!
mrboss
Helpful | Level 6
7 years ago
I have a new input to the present old problem. on my device (iPhone 7 with all current updates) the photos that came from WhatApp chats gets synchronized. self taken camera photos from the Photos library still don't. Same for photos from iMessage. They still produce the mentionned error:
Norah
Dropbox Staff
7 years ago
Hey mrboss,

Let's check a few more things to have a better idea on why you are still experiencing this issue.

Try temporarily disabling your WiFi and verify if the issue persists over your cellular network. Do you have the same issue when you try connecting on a different WiFi? Can you also tell me what is the size of the file(s) that you are trying to upload?

Additionally, try clearing the cache on your app and then sign out and back into your Dropbox account?

To clear your cache follow the steps below:

Navigate to the “Personal” tab

Tap the gear icon in the upper-left corner of the screen

Select “Clear Cache”

In case you don’t see the gear icon on this main page, first click on the icon on the bottom right of the app that says “Account”, “Personal” or your Dropbox Business name. You should see the gear icon on this account page.

Once this is done, ensure you log out of the Dropbox app, then restart your device and log back in again.

Lastly, a screencast of the issue (omitting any personal information) would be very helpful. You can do this by first enabling screen recording on your phone and then repeating the steps that cause the issue. To activate screen recording see here.

Thanks in advance for your reply!
Jane
Dropbox Staff
7 years ago
Hey mrboss, thanks for getting back in touch with us, I appreciate your ongoing cooperation & detailed replies!

I’d suggest continuing this discussion via email & for that reason I’ve made sure to create a Support Request on our system on your behalf, so as to focus on the issue in question based on the info I have on my tools for your account & move forward together. Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly follow-up with you from where we’ve left off here.

When it comes to your inquiry in regards to:

Hoping that Dropbox can provide everyone answers publicly, not just via email to those listed above

rdayno, you may keep in mind that we’re currently actively working on it (:meaning that we’re gathering all relevant cases internally, we’re troubleshooting & we’re narrowing down the possible causes) & that’s the reason why we’re asking for an email correspondence. If you’re experiencing the same behavior, I’d happily check back with you in more detail via our Official Support channel, so please let me know how you’d like us to proceed in your next reply.

Thanks again for posting to us on the Forum on this behavior & I’m always here if you'd need further assistance. Wishing you all a wonderful weekend ahead!
Benzman
Explorer | Level 3
7 years ago
Experiencing the same problem as the OP. Reinstalled/updated Dropbox, but same problem. Error importing 500 of 500 photos. A fix (or workaround) to this problem would be greatly appreciated.
mrboss
Helpful | Level 6
7 years ago
hej Norah

i went throught all the steps (disable WiFi, clear cache, sign out, restart, sign in)

files sizes are from 5MB to 22MB (panorama picture). movies are in the same dimensions.

conclusion

I can upload my photos with WiFi, with cellular but NOT with the cable

christian
mrboss
Helpful | Level 6
7 years ago
hello Jane

I can't find an email with your Support Request in my inbox. The only mails i get from dropxox are the ones refering to this yctual formum discussion.

regards

christian
Ed
Dropbox Staff
7 years ago
Hi mrboss

Try checking http://dropbox.zendesk.com/ - if not, Jane will get back to you during the week days!
benjuang
Helpful | Level 5
7 years ago
I'm seeing this problem as well.

I am using an iPhone 8 running the latest iOS 11.3.1, OS X 10.13.4, Dropbox 47.4.74. It seems to uploade a few photos randomly and then fails with a x photos or videos from <phone name> couldn't be imported.
Ed
Dropbox Staff
7 years ago
Hey benjuang - may sound a bit obvious, but did you try disabling it and enabling it again?

We had some issues last week that could have turned off Camera Uploads by mistake (even if checked). Can you try it (or if you did / just quit Dropbox and open it again) to see if it resolves the issue?

I've passed this to our team regardless so they can check it further in the meantime.