iTunes photo sync won't complete

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Level 1

69 points

iTunes photo sync won't complete

so this has been going on for almost a year now, mostly on my iPad air2 and on my iPhone 7.... I sync pictures manually from my Mac to the iPad w/ iTunes . Sometimes i get sync won't start, cannot sync - internal device error, the photo app on the iPad crashes during sync or sometimes the sync just stops. All the while i see "syncing" in the photo app even after the crashes, rebooting and no connection to the computer. I have submitted numerous logs, reports, etc w/ senior advisors, updated to el captain, then sierra, to the latest iTunes 12.7.4 after downgrading to 12.6.4 and it still won't sync my photos. Any ideas from anyone? Id like to be able to manually sync my pics. Tks!!

PS there have also been times in the past when i have connected the device to back it up, and iTunes would sync pictures or at least show pictures were syncing even though i had not added or changed any since the previous sync session..... tks again

iMac (21.5-inch Mid 2011), macOS Sierra (10.12.6)

Posted on Apr 12, 2018 11:02 AM

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Answer 1

turingtest2

Level 10

278,263 points

Apr 16, 2018 9:38 AM in response to mrchntmarine

I know that some users have had success dropping back to 12.7.3.46. Perhaps 12.6.4.3 has been built with the same bug as 12.7.4.76. Install iTunes 12.7.3 and see if that works better for you.

tt2

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Answer 2

turingtest2

Level 10

278,263 points

Apr 16, 2018 8:46 AM in response to mrchntmarine

Have you deleted the iPod Photo Cache yet from the folder that you have selected for syncing? Given you're on a Mac you might also need to delete it from the trash to be certain that iTunes creates a fresh cache.

tt2

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Answer 3

turingtest2

Level 10

278,263 points

Apr 22, 2018 1:56 AM in response to mrchntmarine

No alternatives to suggest, but iTunes 12.7.4.80 is now out for Mac too at iTunes - Download iTunes Now - Apple and may work better for you.

tt2

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Answer 4

mrchntmarine Author

Level 1

69 points

Apr 16, 2018 8:39 AM in response to mrchntmarine

just to update--- still waiting to hear something from Apple. So far all I get is that they are still looking into it. Whatever "it" is, they won't say. Im a little curious as this time they took no error logs, etc. All they did was case notes and timeline of errors....

Anyone have any ideas as to the cause of not being able to sync pics? Anyone???? Tks!! Still anxious to get this fixed.

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Answer 5

turingtest2

Level 10

278,263 points

Apr 19, 2018 7:27 AM in response to mrchntmarine

I'm a fellow user. I have no idea how it works internally. I do know that there is a new build out for iTunes for Windows that addresses the broken crossfade issue. I haven't used iTunes for syncing in ages so I cannot really test for the some of the other issues that showed up in 12.7.4.76 or explain why there isn't a parallel update for Mac yet. 😕

tt2

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Answer 6

mrchntmarine Author

Level 1

69 points

Apr 21, 2018 7:59 PM in response to turingtest2

its crazy - for instance i just synched my iphone and it completed. but i forgot 2 pictures i wanted and checked them and re-synced. it picked up 300+ more, or at least showed it did. I have no idea whats being synced and whats not.....

can you recommend another way to sync - not over the air? instead of itunes? tks!

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Answer 7

mrchntmarine Author

Level 1

69 points

May 21, 2018 1:56 PM in response to turingtest2

so apple was nice enough to let me try a new iPad to see if the syncing issue would be eliminated. Sorry to say it wasn't - with a new one set up as new I got an "iPad cannot be synced. An internal device error occurred" error. Drag......

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Answer 8

mrchntmarine Author

Level 1

69 points

Apr 16, 2018 9:09 AM in response to turingtest2

yes. multiple times under el captian and now with sierra. the only difference now is that i see files named PhotoDatabaseReserve.tmp in the iPod photo cache directory. tks for replying!

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Answer 9

mrchntmarine Author

Level 1

69 points

Apr 16, 2018 9:46 AM in response to turingtest2

I’ve tried both 12.6.3 and 12.6.4

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Answer 10

mrchntmarine Author

Level 1

69 points

Apr 16, 2018 9:47 AM in response to mrchntmarine

Sorry, also had the issue with the 2 previous versions.

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Answer 11

turingtest2

Level 10

278,263 points

Apr 16, 2018 11:00 AM in response to mrchntmarine

I which case perhaps you have a deeper issue than the one that is affecting others with 12.7.4.76.

tt2

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Answer 12

mrchntmarine Author

Level 1

69 points

Apr 19, 2018 7:19 AM in response to turingtest2

so, to be fair, this happens way more on the ipad. I have more than once asked the advisor if perhaps its an iPad software issue which she never seems to answer. I got this yesterday. Now the question is I guess, how many people have to have the problem and how long does it have to go on for before we get a fix?

Thank you for reaching out to me again. As it turns out, I have heard back from the Engineering department. The Engineering department has stated “ Apple has received reports of customers receiving the error “An internal device error occured” when attempting to sync photo content. Those reports are under investigation by Apple. The results of the investigation may come in the form of an update, a knowledge base article, or some combination of the two. The customer should be encouraged to keep up to date and to let you know if the symptoms change, or if they discover a workaround.”

So at this time the Engineering department is investigation the issue. Also, it is recommended that if any new system updates become available, to install them.

If I hear anything further about our particular issue, I will be sure to reach out to you.

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iTunes photo sync won't complete

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