Photos greyed out on phone and icloud.com

Question

Level 1

5 points

A lot of my photos on my phone show as grey with a cloud icon.

If i click to open it the cloud icon changes to an exclamation mark.

if i clock to download the photo it say "unable to load photo, an error occurred while loading a higher-quality version of this photo".

When i log into icloud.com, the photos show as grey boxes with an exclamation mark in a triangle.

if i click that photo, it opens but is grey.

More and more photos are disappearing like this.

Can anyone help? I'm losing all my old photos - hundreds are gone now.....

Wishing I hadn't activated icloud storage now!!!!

Posted on Sep 15, 2021 2:31 AM

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Answer 1

Community Specialist

Hello, jenniemoule.

Thanks for posting in Apple Support Communities. We understand that you see grey thumbnails in Photos on your iPhone and the iCloud website.

We recommend reaching out to Apple Support directly for a closer look. You can reach them here: Contact - Official Apple Support

Take care.

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Answer 2

Level 9

64,836 points

If photos from iPhone are syncing with Mac as photo library and its preferences are set up Set up and use iCloud Photos - Apple Support

Designate a System Photo Library in Photos – Apple Support , the same photos having an exclamation mark will shown in iPhone when photo library is corrupted from Mac see the articles Repair your library in Photos on Mac - Apple Support

Avoid using third party apps to delete duplicate photos .

If you are using a single iPhone , still photos are corrupted if photos are turned as on in iPhone , back up your iPhone How to back up your iPhone, iPad, and iPod touch - Apple Support

Once again sign in with Apple ID and password , set up iCloud and turn on applications box ( photos ) , the photos will again sync .

Make sure you have updated the iPhone before performing all the above steps Update iOS on iPhone - Apple Support

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