Photos App - "Please Unlock" Message when trying to import from iPhone and iPad

Question

Level 1

15 points

Photos App - "Please Unlock" Message when trying to import from iPhone and iPad

Getting really frustrated with this.

Every time I connect my iPhone XS Max or iPad Pro 2018 and try to import my photos & videos into the Photos App I cant get passed the unlock your device message.

I've restarted all devices several times and reset location & privacy settings. This has made the Trust this device message pop up but again It doesn't progress past the unlock your device message, even though the iPhone and iPad are both unlocked.

Any support with this please

MacBook Pro 16", macOS 10.15

Posted on May 15, 2020 4:17 AM

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Answer 1

Devo Dog

Level 1

9 points

Jun 23, 2020 5:13 AM in response to volksdub

I just went through this with Apple support. What solved it for me in the end was simply closing Photos down and re-opening. Did not even need to disconnect. Came straight up.

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Answer 2

Devo Dog

Level 1

9 points

Jun 23, 2020 5:09 AM in response to LD150

I'm online with apple support now. Have sent them screen shots, and actual photos of the set up.

Hah....finally fixed it. Simple. Don't need to close the whole computer down. Just shut Photos down and restart. Don't even need to unplug.

Should have thought of that myself.

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Answer 3

LD150

Level 10

99,953 points

Jun 24, 2020 4:49 AM in response to Devo Dog

see my last post

Boot into safe then back

https://support.apple.com/en-us/HT201262

Create another admin user account and test there

https://support.apple.com/en-gb/guide/mac-help/mtusr001/mac

If it works there come back!

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Answer 4

LD150

Level 10

99,953 points

Jun 23, 2020 4:48 AM in response to Devo Dog

It has happened to me once in the last couple of weeks but I am pretty sure I ejected the phone in Finder, locked it, plugged in, went to it in photos and unlocked it on the request .

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Answer 5

LD150

Level 10

99,953 points

Jun 23, 2020 4:26 AM in response to Devo Dog

Heaps of people obviously passed me by silently.

Try changing the passcode or turning it off and on again.

All the usual device restart advice applies

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Answer 6

Devo Dog

Level 1

9 points

Jun 23, 2020 3:24 AM in response to LD150

It doesn't work for everyone else. There are heaps of people on here that seem to have the problem. I have anew 16in MacBook Pro, and a relatively new iPad Pro 12. iPad is unlocked and can be seen by finder, it will even sync in Finder. But Photos just says, 'Please unlock "Guy's iPad Pro 12".

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Answer 7

volksdub Author

Level 1

15 points

May 16, 2020 2:56 AM in response to LD150

Only had the new MacBook for a few days, and trying to orgainse photos by importing them from the iPhone and iPad into Photos. I've now managed to get the iPhone to import after several restarts and clearing the privacy settings a couple times.

But Photos won't let the iPad import, just stuck on the unlock your iPad screen even though it's trusted and unlocked. I can see it in Finder with no issues and can sync it there. Just the Photos app.

I have managed to sync all photos onto my iPhone using Finder but even after 12 hours of it completing it still shows syncing in the Photos app on the iPhone. From googling this others have said its a bug that needs fixing still. Guess its just luck, seems some have no issues and some do.

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Answer 8

LD150

Level 10

99,953 points

May 15, 2020 3:55 PM in response to volksdub

The message is normal.

You then find your iphone entry on the list in Photos.

Click on it then click on Import all new or another option.

Do you not get that to work?

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Answer 9

volksdub Author

Level 1

15 points

May 15, 2020 11:54 PM in response to LD150

My phone shows but the unlock your device message doesn’t disappear so I never get to see the photos on my device which are ready to import.

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Answer 10

LD150

Level 10

99,953 points

May 16, 2020 1:23 AM in response to volksdub

Even after you have opened the phone and put in the passcode?

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Answer 11

LD150

Level 10

99,953 points

May 16, 2020 2:41 AM in response to volksdub

It isn't s bug because it works for everybody else.

When did you first notice this?

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Answer 12

Devo Dog

Level 1

9 points

Jun 23, 2020 4:28 AM in response to LD150

Have just tried chatting to Apple help, and went through the whole turn off turn on again. id that to both and still won't let me access through Photos. Quite weird.

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