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User profile for user: miribru
miribru Author
User level: Level 1
8 points

iCloud storage - All photos shown as grey rectangle with exclamation mark in a triangle

All the photo's in my daughters iCLoud account are showing as a grey rectangle with an exclamation mark in a triangle in the centre. (see pic)



All of them are like this. She has a lot of the pics on her phone but not sure all of them are there. When I downloaded the iCloud app for her Windows 10 PC yesterday and tried to download the photos with that, it said there were over 1,000 to download but only downloaded 5 of the 2020 pics over the space of an hour! Now the app doesn't seem to even register that there are any to download.


We have had this issue before with the photos in iCloud and it resulted in Apple Support telling us that the only option was to completely reset my daughters phone and recover from backup which meant we lost a lot of the most recent photos.


We pay for additional storage on iCloud specifically so that my daughter can save her pics there yet it seems the service is not fit for purpose.

Posted on Feb 9, 2020 3:39 AM

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User profile for user: MoonJ.
MoonJ.
User level: Community Specialist

Feb 11, 2020 3:29 PM in response to miribru

Hello miribru, 


Thank you for posting in the Apple Support Communities. I understand there are a number of photos missing in iCloud for Windows.


Are you able to view the missing photos if you navigate to icloud.com in a web browser and sign in with the same Apple ID? 


If so, I would recommend restarting the computer, then checking for updates to the operating system and iCloud for Windows.

  • "Update your version of iCloud for Windows To check for updates, open Apple Software Update on your PC. To get notified when an update is available through Apple Software Update, choose Edit > Preferences, and select when you’d like to check for updates. You can choose Daily, Weekly, Monthly, or Never. Sign out of iCloud on your PC before you upgrade and install iCloud for Windows." - Set up and use iCloud for Windows


I'd also confirm the amount of free space on the computer, to ensure there is enough room for the photos.


You may find additional helpful troubleshooting steps within the resource I’ve linked below.


Have a good one!

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iCloud storage - All photos shown as grey rectangle with exclamation mark in a triangle

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