iCloud Photo Library is being prepared indefintiely. Refund please.

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Level 1

19 points

iCloud Photo Library is being prepared indefintiely. Refund please.

I have quite a huge storage library and I am paying £6.99 each month.

There is 319GB of photos and videos that I can view fine on my phone or via icloud.com website.

The big issue is not being able to DOWNLOAD the entire library in one go. All 35,000+ photos and videos.

I have installed "iCloud for Windows" many months ago and yet when I try to "Download Photos" I am perpetually met with the popup that states:

"iCloud Photo Library. Your photo and video library is being prepared. It may take a while to prepare a large library for the first time. You will be able to download photos and videos once this is complete."

This has been going on since December 2017.

It is now nearly April 2018 (tomorrow April 1st).

I have tried re-installing icloud and all the other troubleshooting methods that I've read in the community and web, Nothing works.

Why am I being held to ransom so that I don't lose my entire library?

I am seriously thinking about civil court action. i.e.

Paying for a service that I am NOT receiving.

Also considering taking it more public too.

The removal of being able to select the entire library in icloud.com was a perfect strategy to stop people downloading everything in their icloud....brilliant idea to make more money.

Anyone have a solution to this "issue"?

Thank you in advance.

null-OTHER, Windows 7, icloud for windows

Posted on Mar 31, 2018 5:25 AM

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Answer 1

LACAllen

Level 8

43,590 points

Mar 31, 2018 4:46 PM in response to JasperH3lp

Contact Apple Support and ask for iTunes billing.

Contact - Official Apple Support

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Answer 2

May 7, 2018 1:28 PM in response to JasperH3lp

I have the same problem since December 2017. Around that time, the synchronization between icloud any my PC stopped. Since then, I have been in contact with Apple support. However, nobody has been able to fix it yet. There has been an icloud update to 7.4.0.111. This helped a bit, because the ""iCloud Photo Library. Your photo and video library is being prepared."-notification disappeared and I could finally start downloading files. However, it stuck during the download and it doesn't continue. So I was able to download about 50% of my photos/videos. I assume there might be a damaged file on the server and icloud is not able to download it.

Eventually, this is a very annoying problem. And I am astounded that Apple is not able to fix it.

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Answer 3

JasperH3lp Author

Level 1

19 points

May 7, 2018 1:33 PM in response to guidofromlepanto

After hours on the phone, hours on the pc and sharing desktop priviledges with apple (and days waiting inbetween figuring out whats gone wrong) AND continuous escalation to fix this problem it finally appeared. the dialog box to choose which photos you want to download.

I told them it was NOT my PC or software from the start, which turned out to be correct.

Therefore I was able to download the entire library, all 340GB of it.

But only 1 months offer of a refund? I think NOT apple. I want a refund from Dec 2017 to May 2018, thank you very much.

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Answer 4

LACAllen

Level 8

43,590 points

May 7, 2018 5:32 PM in response to JasperH3lp

I think NOT apple. I want a refund from Dec 2017 to May 2018, thank you very much.

Then ask them.

As I have written previously, this is not Apple Support you are speaking to.

https://support.apple.com/contact

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iCloud Photo Library is being prepared indefintiely. Refund please.

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