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Camera uploads still not working

Collaborator | Level 8

Camera uploads on Android has not worked correctly for well over a year now. I have tried different phones, reinstalls, everything. I've also tried all the troubleshooting on https://help.dropbox.com/installs-integrations/photos/camera-uploads-fix

Basically photos/videos are not uploaded sometimes for several hours, sometimes for several days. Opening the app and going to Photos triggers the upload which begins instantly and finishes very quickly.

I am constantly on high signal wifi with 50 MBps upload speed and plugged into a charger so those are not relevant issues. And as I say I get the same behaviour on multiple phones.

Has no one else had this issue ongoing for so long?

11 Replies 11
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Re: Camera uploads still not working

Dropboxer
Dropboxer

Hey there @Jonathan H.1

Thanks for reaching out to us about this - let's see what we can find. 

As a first step, could you please let me know if you get the same behavior when you connect to a different WiFi or when you use cellular data?

Let me know what you find!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Camera uploads still not working

Collaborator | Level 8

Yes same issue on all wifi and with cellular across three different SIMs tested so far.

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Re: Camera uploads still not working

Dropboxer
Dropboxer

Thanks for the swift reply and for confirming that for me, @Jonathan H.1

I've sent you a ticket to the email address connected to your Community profile so as to further investigate. 

When you have the chance, please check your inbox for my latest message and we'll take it from there. 

Thanks!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Camera uploads still not working

Collaborator | Level 8

Still waiting for a reply after confirming that some time ago.

Highlighted

Re: Camera uploads still not working

Collaborator | Level 8

Can we continue to deal with this here? Given this has happened for so long on multiple devices, it's hard to imagine it's an isolated issue...

Highlighted

Re: Camera uploads still not working

Dropboxer
Dropboxer

Hey again @Jonathan H.1

In general, we move to email due to account-specific info that's required to further investigate. 

However, let's try one more torubleshooting step:

Could there be a chance your mobile device is closing the mobile app in the background, even if it was uploading images, in order to save battery?

If possible, try whitelisting the app from such power saving settings, or let me know if you find it in the developer menu/mode. 

Let me know what you find!

Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Camera uploads still not working

Collaborator | Level 8

I thought I already explained I've checked the power saving settings?

In any case, it occurs even when fully charged and connected to AC power.

Highlighted

Re: Camera uploads still not working

Dropboxer
Dropboxer

Thanks for double-checking that for me, @Jonathan H.1

I understand that you've experienced this behavior in a number of mobile devices, however, without a more in depth investigation, I'm not able to pin-point a potential cause or resolution. 

For this reason, as this requires sensitive info and this is a public platform, please refer back to the email discussion we have. 

Thank you in advance!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Camera uploads still not working

Collaborator | Level 8

I'm STILL waiting for a response in our email conversation.

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