Announcements
Known issues updated. Learn more

default

yes

Highlighted

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

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?

Tags (2)
19 Replies

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

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 face

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


Heart Did this post help you? If so, please give it a Like below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Reply
Loading...

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

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

Reply
Loading...

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

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 face

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


Heart Did this post help you? If so, please give it a Like below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Reply
Loading...

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

Level 2
I'm having the exact same issue. How do I also get in touch with someone to resolve this?
Reply
Loading...

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

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
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Reply
Loading...

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

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

Reply
Loading...

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

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 face

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


Heart Did this post help you? If so, please give it a Like below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Reply
Loading...

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

Level 2

Hi,

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

- Petri

Reply
Loading...

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

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?

Reply
Loading...
Mobile

Have a question? Our Dropbox Community is here to help!

Post your question or search for an answer below.


Learn more about using the Community by reading our Community Guidelines.


Hi anonymous,

If you need more help you can log a ticket with our Support Team here (expected response time 24 hours), or contact us on Twitter or Facebook.

For more info on available support options, see this article.

If you found the answer to your question, please 'like' the post to say thanks to the user!

Android app is has message "can't access photos..."
739 Views
19 Replies
1 Like
Solved! : See solution
Who's talking
Top contributors to this post