Could not open photo, Please try again in a moment

I upgraded to iOS 13 last night and now if I try to edit photos or select a photo to post on Instagram, that I have uploaded from my PC to iPhone via iCloud, I get an error saying "Could not open photo. Please try again in a moment". I can view the photos and zoom in on them, but if I try to edit a photo or try to post in Instagram I get the message. Photos that I take on my phone do not present the same message, it is only photos that I have uploaded from my PC.

iPhone XR

Posted on Sep 20, 2019 10:10 AM

Top-ranking reply

léonie

Level 10

200,525 points

Posted on Sep 21, 2019 2:31 AM

What is the file format of the photos you download to your iPhone from your PC? Try to stick with compatible image file formats - JPEG, some RAW formats, TIFF, PNG.

Occasionally photos cannot be opened, if an unsupported color sync profile is used. It is suspicious, that only photos you took with the iPhone camera can be opened. The upgrade to iOS13 and Catalina made some older codecs incompatible. Some photos and videos, that have been compatible with iOS 12 and macOS 10.14 Mojave are no longer compatible with iOS 13 and macOS 101.5 Catalina. Compare the formats of your image files to this list: About incompatible media in iMovie for macOS - Apple Support

The list has been written for iMovie, but it can be a guide for Photos too.

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48 replies

Rosa07

Level 1

38 points

Oct 11, 2019 1:51 AM in response to charlesralston

Apple Engineers contacted me today as they said they would and they cannot reproduce the problem, even though they've screen shared my devices and I've uploaded detailed step by step screenshots, they're not seeing the problem.

So this time what they did was wait until I uploaded a photo to iCloud.com and then on my iPhone I had to open the photo and as usual, Photos could not load photo. Then they were able to to perform an enhanced logging session and collect the actual data from my phone.

I will hear from them again Wednesday next week.

It just seems I'm going over and over this issue with the engineers and they're not getting it.

Perhaps if more of us contacted https://getsupport.apple.com/ they might get an idea that this is really an issue in discussions.apple.com - even though I've told them about the discussions here, I don't think they look to be honest.

Rosa07

Level 1

38 points

Oct 16, 2019 11:58 PM in response to charlesralston

Apple Engineers have now collected all my Photos Phone Data via PC (iTunes) and iPhone and will hear back from them tomorrow, Friday 18 Oct. Just hope they come up with something. Too many people having same or similar errors and all on different i devices and iPhone models.

This is now the third week of investigations by Apple.

Rosa07

Level 1

38 points

Nov 6, 2019 7:10 AM in response to Stokeyhere

Stokeyhere,

I just had a call from Apple and was told that the engineers are still working on the problem and don't have an answer yet. They told me to update to iOS 13.2 to see if it fixes the problem. I've just updated to 13.2 and the issue is still present. They will ring me back on Friday.

It's good that Apple are keeping in regular contact.

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Could not open photo, Please try again in a moment