Alex T
Level 1 (89 points)

Q: iPhone 6S videos not showing in Photos 1.2

I have an iPhone 6S connected to my iMac 27" via lightning cable. All photos on the iPhone camera roll are available for import, but videos are not showing up at all. Initially I thought this was related to the recent iOS 9.1 update for iPhone, but I have since restored the iPhone to 9.0.2 and the problem remains.

 

My iMac is running the latest version of El Capitan, 10.11.1, and I have also tried this on a MacBook Pro 15" running the same OS with exactly the same result. An iPad 2 running iOS 9.1 does not exhibit the problem - all photos and videos show up fine in Photos.

 

Anyone else seeing the same issue?

iMac, OS X El Capitan (10.11.1), iMac 27" 2011

Posted on Oct 28, 2015 2:35 AM

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Alex T

Q: iPhone 6S videos not showing in Photos 1.2

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  • by pedro d,

    pedro d pedro d Oct 29, 2015 3:07 PM in response to Alex T
    Community Specialists
    Oct 29, 2015 3:07 PM in response to Alex T

    Greetings Alex T,

     

    My understanding is that when your iPhone is connected to your iMac and you open up the Photos application on the iMac it shows the still pictures as available for import but the videos you have taken do not appear. Is that correct?

     

    I really appreciate the isolation steps you have taken. Now that we know that using another computer does not change anything, but using a different iOS device with this computer works without issue means that we can concentrate our troubleshooting to your iPhone.

     

    One further isolation step I would suggest, were you using the same cable when connecting the iPhone as with the iPad? If not, can you test with the same cable to see if that might affect things?

     

    If no change, the next step would be to quit all apps running on the iPhone and then test again. This article describes how to for iOS apps to quit -  Force an app to close in iOS.

     

    If that does not resolve the issue, I would suggest that you restart the iPhone - Restart your iPhone, iPad, or iPod touch.

     

    It would be very useful to know which of these resolved your issue, so others could benefit from your experience. Of course if the issue continues let me know by replying and I will look into what we need to do from there.

     

    Thanks for using Apple Support Communities.

     

    Be well.

  • by Alex T,

    Alex T Alex T Oct 30, 2015 4:24 AM in response to pedro d
    Level 1 (89 points)
    Oct 30, 2015 4:24 AM in response to pedro d

    Hi Pedro,

     

    Thanks for your reply.

     

    The iPad 2 cable is an old-style dock connector, so it is not possible to try that with the iPhone 6S. However, I have tried different Lightning cables with the same result. I have also tried the troubleshooting steps you suggest, again with the same result. No matter what I do, Photos cannot see videos recorded on the iPhone 6S. Most recently I tested this with an iPhone 5 which is currently at iOS 8.4.1. In this case Photos sees the videos correctly.

     

    When I use Image Capture or iPhoto, the videos are visible on the 6S and can be imported, so it is only Photos that cannot see the videos, and it seems to be only the iPhone 6S that is affected.

  • by Brett L,

    Brett L Brett L Nov 3, 2015 7:10 AM in response to Alex T
    Community Specialists
    Nov 3, 2015 7:10 AM in response to Alex T

    Greetings Alex T,

     

    So we have eliminated the cable as a possible source of the issue, and we now know that quitting all apps and restarting the iPhone don't help. I appreciate your efforts in this troubleshooting process.

     

    One thing I would like to try, in a further effort to further isolate this, would be testing in a brand new user account on your Mac. This article explains how - How to test an issue in another user account on your Mac.

     

    Please let me know the results of the test. Also, are you using iCloud Photo Library with this iPhone?

     

    Thanks for using Apple Support Communities.

     

    Safe computing.

  • by Alex T,

    Alex T Alex T Nov 3, 2015 7:28 AM in response to Brett L
    Level 1 (89 points)
    Nov 3, 2015 7:28 AM in response to Brett L

    Hi Brett,

     

    Thanks for your reply.

     

    I should have pointed out that this has already been tested in three user accounts on two different Macs. One of those user accounts is brand new, created purely to test the issue. No change in the result.

     

    Please note that in all cases Image Capture and iPhoto have no problem recognising the videos. It is only Photos that cannot see the videos. I have also restored the iPhone 6S and set up as a new phone, again with no change in result.

     

    May I ask that someone else with an iPhone 6S at iOS 9.1 running El Capitan 10.11.1 test this issue? As I have already tested on two different Macs and in a new user account, I would like to eliminate the possibility of other users with the issue. At least then I can isolate it to my hardware/software combination.

     

    Thanks again.

  • by Old Toad,

    Old Toad Old Toad Nov 3, 2015 9:25 AM in response to Alex T
    Level 10 (141,223 points)
    Mac OS X
    Nov 3, 2015 9:25 AM in response to Alex T

    Here's a possible fix:

    Terence Devlin

    Jul 3, 2015 5:14 AM

    Re: iphoto won't recognize Iphone

    in response to Bruzerjunk

     

    Try trash the following file

     

    com.apple.ImageCaptureNotifications.DeviceDiscoveryDatabase.501

     

    from the HD/Library/Caches folder

     

    and restart your mac.

     

    This workaround (not necessarily a fix) was posted by jdooley:

     

    jdooley

    Oct 23, 2015 1:36 PM

    Re: Photos on Mac is not detecting and importing photos on iPhone

    in response to jdooley

    Solved

    the solution that works for me is I plug in my iPhone to my iMac and then do a soft reset(restart) on the iPhone hold the home button and top right lock button uuntil you se the apple logo. After this the photos show up in iPhoto with the import/(delete after import) buttons highlighted in blue.

    OTsig.png

  • by Brett L,

    Brett L Brett L Nov 3, 2015 12:50 PM in response to Alex T
    Community Specialists
    Nov 3, 2015 12:50 PM in response to Alex T

    Hi Alex,
     
    Thank you for using Apple Support Communities. Due to the nature of the issue you described you may find more information by using another one of Apple's support resources - https://getsupport.apple.com/GetproductgroupList.action.