Image Capture: error 9937

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11 points

Image Capture: error 9937

Hello,

When trying to import videos from iphones to my Mac (Sierra 10.12.6) through Image Capture, I recently started to have (a lot) an error message 9937.

The error message only applies to videos (mov files), does not seem to be linked to any specific file sizes (some go through with larger sizes) and sometimes when trying repeatedly to import a video that did not work before, it suddenly works...

I was wondering if there was any way to resolve this or work around.

I can't really use Airdrop as an alternative for the following reason: I have a lot of videos to import and need the creation date info to be kept correct in Finder (I mix movies from different iphones and want to have them in chronological order). By default Airdrop would have a new creation date. I can overcome this by clicking on All pictures data (I guess so, I have my Iphone in French..) in the options before transferring from Iphone with Airdrop but in such case, Quicktime player itself does not recognize the videos..

In all cases I would really prefer to resolve that 9937 error code on Image Capture.

Many thanks in advance for your help!

Have an excellent week,

Yvan

iPhone 7, iOS 12

Posted on Jan 4, 2020 9:18 AM

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Answer 1

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YvanR73 Author

Level 1

11 points

Jan 8, 2020 11:40 PM in response to YvanR73

Dear All,

Just to let you know that I believe I found the solution, that is related to Breden's remark above, although it requires more testing to be sure: starting from iOs 11, Iphones offer to take picture (not "convert", really "take") in either High Efficiency or Most Compatible modes. Mine was probably turned to High Efficiency rather than Most Compatible without me noticing when I installed iOs 11 or more probably a subsequent version of iOs (it started to be a problem quite recently).

High Efficiency mode allows you to store pictures and movies at a lower file size than Most Compatible. Quality is similar. But in turn, it poses the type of problems I got, for example that Image Capture 9937 error that came very often.

To turn your iphone to Most Compatible mode, go to Settings>Camera>Format.

Thanks,

Yvan

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Answer 2

YvanR73 Author

Level 1

11 points

Feb 13, 2020 8:00 AM in response to amodel99

Hello,

If you are on iOs 11 on your Iphone, you may want to read my update of January 8. Iphones offer to take picture (not "convert", really "take") in either High Efficiency or Most Compatible modes. Mine was probably turned to High Efficiency rather than Most Compatible which I did not notice when I installed iOs 11 or more probably a subsequent version of iOs (it started to be a problem quite recently).

High Efficiency mode allows you to store pictures and movies at a lower file size than Most Compatible. Quality is similar. But in turn, it poses the type of problems I got, for example that Image Capture 9937 error that came very often.

To turn your iphone to Most Compatible mode, go to Settings>Camera>Format.

However, it is likely that it is too late for movies (and pictures) that you already took in High Efficiency mode, unfortunately. Maybe there are other ways to convert movies taken in High Efficiency back to Most Compatible but I don't know how.

Best,

Yvan

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Answer 3

brenden dv

Community Specialist

Jan 7, 2020 10:51 AM in response to YvanR73

Greetings YvanR73,

Thanks for visiting the Apple Support Communities! I understand you're receiving an error when attempting to import videos from an iPhone to your Mac running macOS Sierra.

macOS High Sierra or later is needed to support HEVC video files: Using HEIF or HEVC media on Apple devices - Apple Support

"Support for HEIF and HEVC is built into iOS 11 and later and macOS High Sierra and later, letting you view, edit, or duplicate this media in a variety of apps, including Photos, iMovie, and QuickTime Player."

One step that may help is to tap Settings > Photos on the iPhone, then tap Automatic under the TRANSFER TO MAC OR PC section, as this setting will transfer photos and videos in a compatible format.

Cheers.

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Answer 4

amodel99

Level 1

4 points

Feb 15, 2020 6:40 PM in response to YvanR73

So I ended up updating my Mac to Catalina and now everything is working fine again, so if anyone has this issue this may help.

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Answer 5

amodel99

Level 1

4 points

Feb 12, 2020 5:28 PM in response to amodel99

Update - I changed in the phone settings < photos - keep original, which enabled me to upload it to my computer successfully, but Quicktime and Final Cut are now saying the file isn't compatible and can't be used. A video I took at the very same time back to back which just happens to be 6 minutes vs 35 uploaded fine with no problems. This makes no sense! Anyone have any ideas? They all play fine on the phone.

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Answer 6

YvanR73 Author

Level 1

11 points

Jan 8, 2020 12:42 AM in response to brenden dv

Dear Brenden,

Many thanks for your message. The error message I get is when attempting to import videos (mostly, but not all, does not seem to be linked to file size; sometimes also works individually after a few attempts) and photos (much less problematic but a few cases arose) with Image Capture.

It is true that I don't have macOS High Sierra (yet?). However I am already transferring from Iphone in Automatic format. I actually also tried original file format but in that case, even Quicktime player could not read some of the videos on the Mac.

So I am really not sure what is happening and why suddenly those transfers pose so many issues (in fact most videos do not transfer at all, so I am left with transferring them through AirDrop but since I want them in chronological order, I then need to manually change Creation Date on each video through a soft called A Better Finder Attributes).

Best,

Yvan

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Answer 7

amodel99

Level 1

4 points

Feb 12, 2020 5:18 PM in response to YvanR73

Yvan, were you able to get any videos to upload that you had captured prior to changing the settings? I must have updated recently because suddenly I am having the same issue where I had none before. Image Capture will upload photos but is giving me this error message for any videos over a certain size. I need these large videos for a work project ASAP, I have never had this issue before and am really frustrated that suddenly I can't get these videos in full res onto my computer. Any advice???

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Image Capture: error 9937

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