Bandmommy69

Q: 6Plus was replaced, not all pics recovered

We had to replace my daughter's phone and there are 300 pics that haven't been recovered even though the man at the Genius bar said that they would be, she connected to iTunes and it said that back up was done when she connected the new phone it showed NO back up!  She is very upset about loosing all those pics, Please someone help me!!  Thanks in advance for any and all help!!

iPhone 6 Plus, iOS 8.3

Posted on Aug 12, 2015 7:42 PM

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Q: 6Plus was replaced, not all pics recovered

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  • by AJ397,

    AJ397 AJ397 Aug 12, 2015 7:47 PM in response to Bandmommy69
    Level 5 (6,249 points)
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    Aug 12, 2015 7:47 PM in response to Bandmommy69

    Did she important them to the computer as well? Did she restore from the backup that had the pictures? If she uses iCloud is iCloud photos turned on? If iTunes is showing no back up it sounds like she didn't actually complete a back up on the old phone. -AJ

  • by Bandmommy69,

    Bandmommy69 Bandmommy69 Aug 12, 2015 7:49 PM in response to AJ397
    Level 1 (0 points)
    Aug 12, 2015 7:49 PM in response to AJ397

    She  does have the iCloud on, and when she was connected to the PC it said that everything was transferred.  We will try it from the cloud again and see if she gets them.  According to her cloud it is saying that there are like 1200 when she had 1500 photos prior to the reset.

  • by AJ397,

    AJ397 AJ397 Aug 12, 2015 7:51 PM in response to Bandmommy69
    Level 5 (6,249 points)
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    Aug 12, 2015 7:51 PM in response to Bandmommy69

    Were the 300 pictures that disappeared taken on her phone, or synced to her phone?

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Aug 12, 2015 7:52 PM in response to Bandmommy69
    Level 9 (58,992 points)
    iPhone
    Aug 12, 2015 7:52 PM in response to Bandmommy69

    If she connected the new phone to iTunes and it didn't show a backup, it is possible the new phone has an older iOS than the old phone did. Go to Settings>General>About>Version and see what iOS is on the new phone. If it does not have iOS 8.4 on it, then update the phone and then attempt to restore the backup. It should appear then. You cannot restore a newer iOS backup to a device with an older iOS.

  • by Bandmommy69,

    Bandmommy69 Bandmommy69 Aug 12, 2015 8:03 PM in response to AJ397
    Level 1 (0 points)
    Aug 12, 2015 8:03 PM in response to AJ397

    They were taken with the phone....

  • by Bandmommy69,

    Bandmommy69 Bandmommy69 Aug 12, 2015 8:06 PM in response to ChrisJ4203
    Level 1 (0 points)
    Aug 12, 2015 8:06 PM in response to ChrisJ4203

    When she did the last back up it was 8.3 and now the new one is 8.4, do you know if there is anyway to go back?  I thought she had done the update to 8.4 prior to the replacement, but she didn't have the storage! But she does now...

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Aug 12, 2015 8:10 PM in response to Bandmommy69
    Level 9 (58,992 points)
    iPhone
    Aug 12, 2015 8:10 PM in response to Bandmommy69

    If the old phone was on iOS 8.3 and the new one is on 8.4, then there should be no trouble restoring to that backup. It just won't work the other way around, as I indicated earlier. I'm not sure why the backup did not show up, unless the backup was done in iCloud, rather than iTunes. If it was done in iCloud, then connecting to the computer and iTunes would not show the backup. You would have to do the restore from iCloud instead.

  • by gail from maine,

    gail from maine gail from maine Aug 12, 2015 8:12 PM in response to Bandmommy69
    Level 7 (26,354 points)
    iCloud
    Aug 12, 2015 8:12 PM in response to Bandmommy69

    You don't need to go back to the previous iOS in order to restore the device from a backup. You would want to reset it to Factory Settings (Settings>General>Reset>Erase All Content and Settings) and then set up the phone. When it asks if you want to restore from a backup, say yes, and select the last iCloud backup done for the device.

     

    Once it restores from that backup, all photos that were on the Camera Roll at the time the backup was done should be restored.

     

    For Photo Stream, if you had more than 1000 photos in your Photo Stream or the Photo Stream was more than 30 days old, only the last 1000 or 30 days of Photo Stream Photos will be downloaded from iCloud to the Photo Stream Album. So, if there were photos in the Photo Stream that were not in the Camera roll, and those photos exceeded the 1000 photos/30 day limit, then those photos would no longer be available.

     

    Best of luck,

     

    GB

  • by AJ397,

    AJ397 AJ397 Aug 12, 2015 8:13 PM in response to Bandmommy69
    Level 5 (6,249 points)
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    Aug 12, 2015 8:13 PM in response to Bandmommy69

    It's ok that the backup was in iOS 8.3 and the new phone is 8.4. If it was the reverse you would have to update the new phone first. As ChrisJ4203 explained earlier.

  • by elcpu,

    elcpu elcpu Aug 12, 2015 9:12 PM in response to Bandmommy69
    Level 6 (16,260 points)
    Photos for Mac
    Aug 12, 2015 9:12 PM in response to Bandmommy69

    Bandmommy,

     

    gail-from-maine's post is likely your best shot at recovery. I would follow her post while keeping my fingers crossed...

     

    Also take a look at this one (rather old but relevant, perhaps). The post by JTSC half way down may give you additional options.

    icloud not restoring ALL my photos

     

    The following article may also help.

    Get help finding missing information in iCloud after restoring an iOS device - Apple Support

     

    I understand how your daughter feels. I hope the above works but unfortunately if you search this forum you will see a lot of posts about issues with photos not being restored from either iCloud or iTunes. This has reinforced my belief that the only proper way to backup important pictures is to do so by importing them from the iOS device to a computer, not through iTunes, but trough such apps as iPhoto or Image Capture that store the real photos and then for redundancy backing the photos to an external HD. IMO iCloud and iTunes are good but they are not the best methods to backup photos, I have read too many threads about the same issue you posted here.


    I truly hope that the above works, best of luck....

    107-thumbs-up-sign.png

  • by gail from maine,

    gail from maine gail from maine Aug 12, 2015 10:31 PM in response to elcpu
    Level 7 (26,354 points)
    iCloud
    Aug 12, 2015 10:31 PM in response to elcpu

    You are correct elcpu:

     

    elcpu wrote:

    This has reinforced my belief that the only proper way to backup important pictures is to do so by importing them from the iOS device to a computer, not through iTunes, but trough such apps as iPhoto or Image Capture that store the real photos and then for redundancy backing the photos to an external HD. IMO iCloud and iTunes are good but they are not the best methods to backup photos, I have read too many threads about the same issue you posted here.


    I truly hope that the above works, best of luck....

    107-thumbs-up-sign.png

     

    Unless you import your photos to your Mac or PC, or you use iCloud Photo Library, Dropbox, SugarSync or some other cloud service to house your photos, you take a big risk. And backing up your photo library to an external HD is also a prerequisite for ensuring that your photos are safe.

     

    Cheers,

     

    GB

  • by elcpu,

    elcpu elcpu Aug 12, 2015 10:38 PM in response to gail from maine
    Level 6 (16,260 points)
    Photos for Mac
    Aug 12, 2015 10:38 PM in response to gail from maine

    Thanks...

  • by gail from maine,

    gail from maine gail from maine Aug 12, 2015 10:42 PM in response to elcpu
    Level 7 (26,354 points)
    iCloud
    Aug 12, 2015 10:42 PM in response to elcpu

     

     

    GB

  • by Bandmommy69,

    Bandmommy69 Bandmommy69 Aug 16, 2015 4:21 PM in response to Bandmommy69
    Level 1 (0 points)
    Aug 16, 2015 4:21 PM in response to Bandmommy69

    Thank you everyone for your help!  I really do appreciate it!! 

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