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Problem importing photos from iPhone using ACDSee Home 2023

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  • Problem importing photos from iPhone using ACDSee Home 2023

    When importing photos from an iPhone 13 Pro that's on iOS 16.2, my ACDSee Home 2023 software collects the information and then appears to attempt to display the photos that are to be imported. At that time the software quits with no message. I have no problem importing the same photos using Adobe PhotoShop, MS Photos or Roxio. I Optimized the data base as instructed by ACDSee suppport and the problem persists. iOS and ACDSee software are on current versions. PC is and i7 running on Windows 11. Any help with this problem would be much appreciated. Thank you.

  • #2
    Originally posted by BWhit View Post
    [FONT=Calibri][FONT=Segoe UI]When importing photos from an iPhone 13 Pro that's on iOS 16.2, my ACDSee Home 2023 software collects the information and then appears to attempt to display the photos that are to be imported. At that time the software quits with no message
    Can you confirm that you are using File\Import\From Device?

    If that is the case, after collecting the information, when the ACDSee Import Dialog opens, does the crash occur immediately, or some time after.
    Are you able to get a screen shot before the crash that you could post to show the settings?

    If the crash doesn't occur as soon as the dialog opens, are you able to quickly untick the top item in the View by column, it will either by "All Dates" or "All file types" depending on whether view by is set to "Date" or "File Type". Does that enable the dialog to stay open?.

    What format are the images from your iphone13 Pro. Are they JPG, HEIC or ApplePro RAW (DNG)?.
    Last edited by Greyfox; 01-20-2023, 03:29 PM.

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    • #3
      Thank you for response. Yes - I am using the File\Import\From Device.

      The program never completes collecting the information. At some point during the collection process, there is a slight pause and then the program quits. The screen with "Collecting the Information" never goes away and is still displayed at the time the program quits. The collecting process runs for about 5 minutes before the crash.

      There is a mixture of both HEIC and JPG (No RAW). I have tried the import with the iPhone HEIC export option set to retain HEIC as well as convert HEIC to JPG. Program quits regardless of the HEIC export setting.

      Again, thank you for your help.

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      • #4
        BWhit

        I don't have an iPhone to test with. We have a number of Samsung Galaxy phones and I normally use ACDSee's Mobile Sync to transfer the images from the phones to the PC. When I connect a Samsung phone to the PC, and use File\Import\From Device, the collecting information stage is quite long, and in fact part way through It shows this message

        Click image for larger version  Name:	Long time.jpg Views:	0 Size:	20.0 KB ID:	63696

        If I click on Yes and let it continue, it mostly eventually brings up the import dialog, providing I don't disturb the connector at the phone end. I think the long time taken in my case may be due to the number of images that are on the phones

        But to get to the point.
        When I connect any of the Samsung phones by cable to the PC, they shows up in Windows File Explorer and I can directly copy (using Windows File Explorer) the images from them into a temporary working folder. I can then use the File\Import dialog but as File\Import\From Disk. Are you able to do that?

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        • #5
          Yes I can. I had to do that before various programs could read the HEIC files directly. What I've done as what I thought was a stop-gap procedure was to import the files to disk using the Windows Photo program because it'll read the HEIC files. Then I use ACDSee to import the files from disk to put the files into date-taken folders. Very similar to what you're doing. Looks like my stop-gap will be my new process. Fortunately, the import is something we can start and walk away from. Consequently, a couple of steps isn't a big deal. I also get the Gathering may take a while dialog. I click yes and it continues until it crashes. I'll also give the Mobile Sync a try. Thank you again for your help and input. Hopefully ACDSee will find a fix for what appears to be a bug.

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          • #6
            Greyfox: One more question about this import issue. I have 2 Windows 11 computers on a home network. PC 1 is ethernet and PC 2 is WiFi. All pictures and videos are on an external drive attached via USB to PC 1. PC 1 is running a copy of ACDSee Home 2023 and PC 2 is running a copy of ACDSee Home 2022. The pictures on the external drive are in folders shared with both computers and each computer accesses the pictures on the external drive through their respective copies of ACDSee Home. Being that each computer has its own autonomous configuration including catalogs, I'm assuming that my import issues should not be caused by this arrangement. As I mentioned in my first post, Window Photos and other photo software do not have any problems importing from the iPhone to the external drive. I'd appreciate any problem you might see with this arrangement as it relates to the import issue. Thanks again.

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            • #7
              One thing I forgot to mention. I Optimized the database which had no affect on the import.

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              • #8
                Sorry about the multiple posts. The importing is done on PC 1.

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                • #9
                  Originally posted by BWhit View Post
                  Greyfox: One more question about this import issue. I have 2 Windows 11 computers on a home network. PC 1 is ethernet and PC 2 is WiFi. All pictures and videos are on an external drive attached via USB to PC 1. PC 1 is running a copy of ACDSee Home 2023 and PC 2 is running a copy of ACDSee Home 2022. The pictures on the external drive are in folders shared with both computers and each computer accesses the pictures on the external drive through their respective copies of ACDSee Home. Being that each computer has its own autonomous configuration including catalogs, I'm assuming that my import issues should not be caused by this arrangement. As I mentioned in my first post, Window Photos and other photo software do not have any problems importing from the iPhone to the external drive. I'd appreciate any problem you might see with this arrangement as it relates to the import issue. Thanks again.
                  As each PC has its own database, the only issues I see are:-
                  1/. The ACDSee applications on the two PC's should not try to read or write to the same images at the same time.
                  2/. In relation to 1/. You might have some issues if the two ACDSee indexers result in that occurring.
                  3/. I'm not sure how you are getting the ACDSee database on PC#2 updated to any metadata changes made by PC#1. For instance, whilst browsing an image in PC#2 will read some of the metadata embedded in the image, specifically it won't read in Keywords (and from memory Categories) from an image that already has a database record. That requires a Catalog Files process.

                  4/. I would imagine the performance of the ACDSee on PC 2 is not great, sharing an external USB drive connected to PC#1 and also being on a WiFi connection.

                  I don't see the arrangement itself should have any bearing on the import of images into ACDSee on PC#1 (aside from maybe the possibility of the indexer on PC#2 accessing one or more of the folders you are importing into), however as mentioned in 3/. I'm not sure how you are going to update the database on PC#2 in regards to any Keywords assigned in PC#1.
                  You could try disabling the indexer on PC#2 (Tools\Options\ ACDSee Indexer) and see whether it makes any difference to the import issue.

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