David Bywater
Level 1 (19 points)
iTunes

Q: iPhone 6s disconnecting when importing photos

I seem to be not the only one out there with this, but when I try and import photos all apps (Aperture, Photos, Image Capture) that I try and fail. I get told the iPhone has disconnected itself. Image capture also gave me error code 9934 on one occasion. I have run disk utility and found no faults and it seems others have a similar problem.

 

I'm wondering if it's something to do with too many photos to try and import? I have about 234 to import. Perhaps a memory issue somewhere?

 

My phone does connect to iTunes and doesn't disconnect from there, even when it disconnects from the photo apps. I can connect using wifi with iTunes but that's not working with the photo apps. At least I'm getting the same issue of the phone disconnecting.

 

Trying to think of another way to kick start this - wait for Apple to address and fix or try icloud photos but isn't that a one by one way to do it?

 

Thanks

iPhone 6s, iOS 9.2

Posted on Dec 30, 2015 11:31 PM

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David Bywater

Q: iPhone 6s disconnecting when importing photos

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  • Helpful answers

  • by alex_h1,

    alex_h1 alex_h1 Jan 1, 2016 10:58 AM in response to David Bywater
    Community Specialists
    Jan 1, 2016 10:58 AM in response to David Bywater

    Hello David,

    Thanks for using Apple Support Communities.

     

    I understand that you're currently unable to import photos to your Mac from your iPhone.  For troubleshooting steps on this issue please take a look at the link below.

     

    If you can‘t import photos from your iPhone, iPad, or iPod touch to your computer

     

     

    Cheers.

  • by David Bywater,

    David Bywater David Bywater Jan 2, 2016 2:02 AM in response to alex_h1
    Level 1 (19 points)
    iTunes
    Jan 2, 2016 2:02 AM in response to alex_h1

    Sadly none of this works. iTunes can see and link to the phone but Aperture and Photos and Image Capture doesn't. It finds the phone and as it scans the photos on there, it times out after about 2 mins and the 'phone' disconnects (but stays connected in iTunes).

     

    I have found an app called Photosync that lets me transfer wirelessly and has done the job, but the answer shouldn't have to be to use an alternative or it creates a long term problem.

  • by real jg,Helpful

    real jg real jg Feb 2, 2016 12:17 PM in response to David Bywater
    Level 2 (172 points)
    iPhone
    Feb 2, 2016 12:17 PM in response to David Bywater

    Test it on another machine David and also test with another iOS device. Make sure cables are genuine. Can you sync the other way round actually - iTunes to iPhone or just import photos  issue ?

     

    Narrow it down to iOS or OSX issue.

     

    Depending on the results of that you can decide how to resolve it.

     

    On iPhone usual steps -

    reset device (home button and lock button until goes off and comes back on)

    reset device settings > Setting General > Reset all settings

    back up and restore and test as new

     

    On Mac -

    Shutdown and reboot

    Try on another user account

    Reset NVRAM How to Reset NVRAM on your Mac - Apple Support

  • by real jg,

    real jg real jg Jan 2, 2016 3:11 AM in response to David Bywater
    Level 2 (172 points)
    iPhone
    Jan 2, 2016 3:11 AM in response to David Bywater

    Also here is a link to another case about the image capture error you got > Image Capture Error (-9934)

     

    Error -9934 (importing pictures)

     

    Best of luck with it

    Maybe try these steps before resetting anything on iOS

  • by David Bywater,

    David Bywater David Bywater Feb 2, 2016 12:17 PM in response to real jg
    Level 1 (19 points)
    iTunes
    Feb 2, 2016 12:17 PM in response to real jg

    Thanks for both of these replies. I have 3 kids under 3 so it's hard to find the time to try this stuff let alone report back.

     

    I found an app called Photosync which syncs wirelessly and I just use that now. The cable is genuine Apple (came in the box with the phone at any rate!). Haven't tried with a wire since but will do at some point and will report back.

  • by orpy,

    orpy orpy Feb 15, 2016 2:53 PM in response to David Bywater
    Level 1 (4 points)
    Feb 15, 2016 2:53 PM in response to David Bywater

    Same issue here maintaining a connection to a Mac Pro.

     

    Import from Image Capture starts and then fails after a minute or so.

     

    iTunes shows the iPhone is still connected to the Mac but both Image Capture & Photos show that the iPhone is disconnected.

     

    Problem is repeatable -- plug the phone in and it is recognised as a camera. Start the transfer and it disconnects.

     

    Not a cable issue as the same iPhone connected to a MacBook Pro using the same cable works OK.

     

    Both Macs are running 10.10.5

     

    Mac Pro used to import images from the iPhone without a problem.

  • by orpy,

    orpy orpy Feb 15, 2016 3:28 PM in response to orpy
    Level 1 (4 points)
    Feb 15, 2016 3:28 PM in response to orpy

    I've just checked the MacBook Pro transfer and it's not right.

     

    There is 5.63GB of image data on the iPhone.

     

    The transfer from Image Capture is 3.94GB and there are a lot of photos missing.

     

    Connected the iPhone to the MacBook Pro again and now it is doing the same as the Mac Pro -- dropping the connection to the iPhone while iTunes shows that it is still connected.

     

    If I try to import a single image in Image Capture I'm getting a dialog stating:

     

        Camera disconnected while importing
        The Camera "iPhone6s" was disconnected while importing. 1 items were not imported"

     

     

    Meanwhile iTunes is still connected to the iPhone and functioning as expected.

     

    Also worth noting that pro photo apps like Capture One 9 on both the Mac Pro and MacBook Pro won't recognise the iPhone as a connected camera.

  • by highward,

    highward highward Mar 24, 2016 10:23 AM in response to orpy
    Level 1 (4 points)
    Mar 24, 2016 10:23 AM in response to orpy

    I have exactly the same issue.  I have tried all of above.  I get the same issue with four different Macs, OS-X 10.6.8, 10.7.5, 10.8.5, 10.11.3.

    My wife's iPhone 6s purchased at the same time works with all of the above.  I'm getting frustrated, does anyone have any other suggestions?

  • by orpy,

    orpy orpy Mar 24, 2016 11:04 AM in response to highward
    Level 1 (4 points)
    Mar 24, 2016 11:04 AM in response to highward

    The issue for me appeared to be a small number of images that Apple's image apps choked on.

     

    I had couple of video clips and three or four photos that were edited in Snapseed that were causing the problem.


    They viewed OK on the iPhone but would crash any of the desktop apps when parsed to create previews.

     

    I downloaded what I could manually and then emailed and AirDropped the troublesome images to my desktop and then deleted them from the iPhone.

     

    Everything works OK now, but isolating the troublesome images out of 5GB of photos was a PITA.

  • by highward,

    highward highward Mar 31, 2016 12:13 AM in response to orpy
    Level 1 (4 points)
    Mar 31, 2016 12:13 AM in response to orpy

    The problem seems to be .tiff files from any of the camera apps (Camera+, PureShot, 645 Pro III).  The iPhone disconnects when I try Image Capture, Photos, iPhoto, or Lightroom.  Same problem with 5 different Macs, OSX 10.6.8, 10.7.5, 10.8.5, 10.11.  Was able to download photos via wifi using an app called PhotoSync.  Once was sucessful downloading w/ image capture when there were quite a few jpgs on both sides of the .tiffs on the camera roll and did an "import all".  If it tries a tiff first the iPhone disconnects. If I delete the tiff files and only have jpgs, Image capture and Lightroom both import with out any problem, regardless of OSX version.

    It must be either an iOS 9 issue or an iPhone 6s issue.  Does anyone know if Apple is working on it or has a patch?

    Tech support assigned me to a senior advisor but I haven't had a response in two weeks...

  • by David Bywater,

    David Bywater David Bywater Mar 31, 2016 1:47 PM in response to highward
    Level 1 (19 points)
    iTunes
    Mar 31, 2016 1:47 PM in response to highward

    I think there might be something to this and image size too. I used Camera+ for some photos on it's best setting. That had some issues in the Photos app on the phone with edited photos appearing black. I emailed Camera+ re the issue and they suggested I reduce the resolution to the next one down and I've not had a problem since.

     

    So it might be the type of file and more importantly the size/quality of the file.

  • by gmoney-apple,

    gmoney-apple gmoney-apple Jun 9, 2016 6:46 PM in response to David Bywater
    Level 1 (4 points)
    Jun 9, 2016 6:46 PM in response to David Bywater

    I also had this problem on my new iPhone SE. I had over 1400 photos after my migration from Android and I kept seeing errors in Photos and the connection kept dropping. The connection in iTunes remained, however. I finally disconnected tried this: I reconnected my phone and then, after it finished syncing with iTunes, I ejected it from iTunes. Then I went to Photos and started the import. The photos imported correctly after than (over 1200). That is what worked for me. I am inclined to believe there is some conflict between iTunes and other apps in general. Better to have the iPhone talking to just one app at a time.