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Android app is has message "can't access photos..."

Android app is has message "can't access photos..."

ivanalonso
New member | Level 2

On the android app, on android 9, I'm getting a message under the photos upload menu which says "can't access photos. tap to learn more". When I tap I'm taken to a help page, but none of the suggestion on that page help. I have made sure that dropbox app has permissions to storage, photos and contacts and the error remains.

I have restarted the phone as well as uninstalled and re-installed the dropbox app, but the message remains.

Thoughts?

1 Accepted Solution

Accepted Solutions

Re: Android app is has message "can't access photos..."

Lusil
Dropboxer
Thanks for the swift reply, @ivanalonso
 
In order to further investigate on the matter, I’d kindly recommend moving this discussion to email due to account specific info that’s required. For this reason, I was able to locate your open request from my end and I can see that a member of my team is reviewing it. I’ve passed your comments along to them and once they have more info, they’ll get back to you as soon as possible via email. 
 
Thanks in advance! :nerd:

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

21 Replies 21

Re: Android app is has message "can't access photos..."

Lusil
Dropboxer
 
Could you please clarify if you’re having this issue with uploading other files or all photos? Have you also tried uploading via Wi-Fi and/or data? 
 
Finally, could you guide me through the process which leads to the error message? A screenshot (omitting personal info) would also provide a better understanding of what you’re seeing. 
 
Thanks in advance! :upside_down:

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Android app is has message "can't access photos..."

ivanalonso
New member | Level 2

I can upload manually, the issue is with the automatic uplaod feature. Attaching a screenshot of the error/message.

 

https://www.dropbox.com/s/p3h4bduoncem38t/Screenshot_20181106-164814.jpg?dl=0

Re: Android app is has message "can't access photos..."

Lusil
Dropboxer
Thanks for the swift reply, @ivanalonso
 
In order to further investigate on the matter, I’d kindly recommend moving this discussion to email due to account specific info that’s required. For this reason, I was able to locate your open request from my end and I can see that a member of my team is reviewing it. I’ve passed your comments along to them and once they have more info, they’ll get back to you as soon as possible via email. 
 
Thanks in advance! :nerd:

Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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Re: Android app is has message "can't access photos..."

nepeterson
New member | Level 2
I'm having the exact same issue. How do I also get in touch with someone to resolve this?

Re: Android app is has message "can't access photos..."

Lusil
Dropboxer
Sorry to hear that, @nepeterson
 
Could you please provide me with some additional info? For example:
  • When are you getting this error?
  • Have you tried switching to another Wi-Fi network of using cellular data?
  • Are you experiencing this with all photos or specific ones?
Finally, could you also send me a screenshot (without personal info)?
 
Thanks!

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Android app is has message "can't access photos..."

nepeterson
New member | Level 2
When are you getting this error?

Always. Automatic uploads never work. This is Android 7 (Nougat) for the record.

Have you tried switching to another Wi-Fi network of using cellular data?

Doesn't matter if I'm connected to Wi-Fi or cellular data, I don't get the option to enable Camera Uploads.

Are you experiencing this with all photos or specific ones?

All photos.

Please see the screenshot below for the exact error message.

screenshot

Re: Android app is has message "can't access photos..."

Lusil
Dropboxer
Thanks for the screenshot, @nepeterson!
 
Out of curiosity, what do you see when you tap on learn more? Have you also tried reinstalling the mobile app by any chance? :thinking:

Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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Re: Android app is has message "can't access photos..."

pehen
New member | Level 2

Hi,

How is this solved ? I have exactly the same problem with Samsung s10.

- Petri

Re: Android app is has message "can't access photos..."

gb82
Explorer | Level 3

Hello - I am having this exact same issue. "Can't upload photos - tap to learn more" - however, the help page that opens doesn't refer to this error at all.  What is the solution?

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