Hello! I have an issue. I have an iPhone 11 and when I connect this to my PC (Asus) and open the media gallery, then several white files (photos and videos) appear, but they don't work.
These files doesn't work, it seems to be an error. Could you please let me know what this means? Do I have some technical issues with my iPhone or something like this?
Thank you in advance!
iPhone 11, 13
Hi cavescu,
I understand you are unable to import photos from your iPhone to your Windows PC.
Can I ask, are you using iCloud Photo Library? And if so, is 'Optimize iPhone Storage' enabled?
If so, device-sized photos are stored on your iPhone and therefore will not be available for import.
You can disabled 'Optimize iPhone Storage' by going to: Settings > [Your Name] > iCloud > Photos, and enabling 'Download and Keep Originals'. Once these have downloaded, you will be able to import them as expected.
You can learn more about iCloud Photos here: Set up and use iCloud Photos.
Hope this helps! Feel free to write back if you require further assistance.
Thank you for using Apple Support Communities.
Cheers!
Hi cavescu,
I understand you are unable to import photos from your iPhone to your Windows PC.
Can I ask, are you using iCloud Photo Library? And if so, is 'Optimize iPhone Storage' enabled?
If so, device-sized photos are stored on your iPhone and therefore will not be available for import.
You can disabled 'Optimize iPhone Storage' by going to: Settings > [Your Name] > iCloud > Photos, and enabling 'Download and Keep Originals'. Once these have downloaded, you will be able to import them as expected.
You can learn more about iCloud Photos here: Set up and use iCloud Photos.
Hope this helps! Feel free to write back if you require further assistance.
Thank you for using Apple Support Communities.
Cheers!
White files (photos and videos) when iPhone is connected to PC
