General Questions

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General Questions
New photos/videos are no longer recognized. How can I fix this?

New photos/videos are no longer recognized. How can I fix this?

After an iOS update to a new major version, PhotoSync is no longer able to detect new photos/videos or sometimes randomly recognizes new photos/videos. Unfortunately this happens because Apple changes the unique identifiers of the photos/videos in the camera roll with the iOS update. This confuses PhotoSync and breaks the new photo/video detection. To fix this, you need to reset the synced photos/videos database in PhotoSync by executing the following steps:

  1. Open the PhotoSync settings and select Service & Support.

     

    Figure 1. List of photos/videos
    List of photos/videos

     

  2. Tap on Reset 'synced' selections in the Service & Diagnostics section.

     

    Figure 2. Reset 'synced' selections
    Reset 'synced' selections

     

  3. Confirm that you want to remove all synced selections in PhotoSync. This empties the database containing the previous selections.

     

    Figure 3. Confirmation for removal of synced selections
    Confirmation for removal of synced selections

     

  4. After deleting the synced database you'll get a confirmation.

     

    Figure 4. Synced selection removal success
    Synced selection removal success

     

  5. All your photos and videos are marked as New now. To mark all as already synced, please tap the red transfer button.

     

    Figure 5. All photos/videos are marked as new
    All photos/videos are marked as new

     

  6. In the Send section tap on Modify Selection under the New/Selected/All buttons.

     

    Figure 6. Send section of the action menu
    Send section of the action menu

     

  7. Now tap on Mark All Synced to mark all your photos and videos as synced.

     

    Figure 7. Modify selection options
    Modify selection options

     

  8. Starting with the next photo/video imported into your camera roll or taken with the camera, the photos and videos will be again recognized as New

     

    Figure 8. All photos and videos are marked as synced
    All photos and videos are marked as synced

     

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