iPhone removes and restores photos

Question

Level 1

9 points

iPhone removes and restores photos

Hi,

Just wondering if anyone has a fix for my iPhone 6 continually removing and then having to restore all of the photos off the phone?

The white screen with the black apple pops up for a second then all of the photos are removed, yet nothing else is effected. It then takes an hour to restore all of the photos but it then just crashes again immediately after, or during the restore. It has been doing this for approximately a week now, completely out of the blue but today it has done this a half a dozen times.

I have tried to do the iOS 10 update but that will not work either.

Any help would be greatly appreciated

Thanks!

iPhone 6, iOS 9.3.5, null

Posted on Sep 27, 2016 12:15 PM

Reply

Answer 1

Ulexes138

Community Specialist

Sep 28, 2016 1:56 PM in response to MelissaZant

Hello MelissaZant,

Thanks for reaching out to the Apple Support Community. I know how important it is to keep your photos safe, and I'll do all I can to help.

Before anything else, it's a good idea to make sure you have a backup of your phone and all of your photos are saved. In this case I'd recommend backing up with both iTunes and iCloud as described in this article :

How to back up your iPhone, iPad, and iPod touch

Once you have a good backup I'd recommend resetting the settings on your phone as a first step. This will not affect your data. All of your content will remain intact.

What this effectively does is to reset some of your settings to factory default. This does not remove any data like apps, photos or contacts, but it removes all of your preferences for Wi-Fi, Bluetooth, Do Not Disturb, Notifications, General, Sounds, Touch ID, Brightness & Wallpaper and Privacy, so we'll have to set those things back up after this reset.

To do this please go to Settings > General > Reset > Reset All Settings.

If after resetting you encounter the same behavior it may be a good idea to restore your phone using iTunes as described in the article below.

Use iTunes on your Mac or PC to restore your iPhone, iPad, or iPod to factory settings

Once you have restored the phone you can restore from your backups using the steps below:

Restore your iPhone, iPad, or iPod touch from a backup

If the behavior persists, or you run into any trouble, the entire community is here to help.
Best Regards

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Answer 2

MelissaZant Author

Level 1

9 points

Sep 29, 2016 7:19 AM in response to Ulexes138

Thank you so much for your reply!

I have tried to back up the phone to my computer and it would not back up because the iPhone was corrupt or not compatible with the iPhone. So I deleted the previous backup to ensure it wasn't that that was corrupt but now my phone will not back up at all.

Is there any way to go around this?

Further, I tried to simply get all of the photos off the phone onto my Mac through iPhoto (the photos on my phone are all that I am really concerned about) but, although iPhoto displays the iPhone, it says that there are zero photos on the phone. So I'm not sure what is happening here either.

I'm sorry for all of the questions but I really do appreciate your help.

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Answer 3

Ulexes138

Community Specialist

Sep 29, 2016 8:55 AM in response to MelissaZant

Hello again MelissaZant,

If the backup to your computer won't work, we would want to try the iCloud backup. That should not be affected by the corruption and will backup your camera roll and any photos in iCloud. The instructions to do so should be in the above backup article.

Alternatively, you could try backing up to a different computer to see if the issue is on the phone or on the computer itself. Were you able to reset the settings with any effect?

Let the community know and we'll work with you to find a solution.
Best regards

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Answer 4

MelissaZant Author

Level 1

9 points

Sep 30, 2016 11:46 PM in response to Ulexes138

Hi,

I did the reset like you said and now the iCloud says unavailable and my Mac won't even recognise the iPhone, it keeps popping up with the message 'iTunes could not connect to the iPhone, the value is missing'

Oh this is a nightmare.

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Answer 5

Ulexes138

Community Specialist

Oct 2, 2016 8:02 AM in response to MelissaZant

Hi MelissaZant,

I can certainly understand the frustration, and would still like to help. At this point, though, if you do not have another computer to try to backup and restore from, it might be a good idea to schedule an appointment at your nearest Apple Retail Store or Authorized Service Provider. You can find the nearest location at the link below:

Find Locations

If you do have access to a PC you may be able to copy the photos using the windows explorer as well.

If you need any more guidance, please let us know. We're all here to help.

Best regards

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