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Photos won't import from iPhone

My iPhone 7 is struggling to import my photos onto my Macbook (only 2 years old).


I plug in the phone via USB/lightning cord and it brings up the import tab in Photos. I select Import New photos and it starts but it stops importing photos after a minute or two like it's stuck loading a big file. But nothing happens. I have restarted the Mac and the Phone several times and each time same thing happens.


I recently updated my iPhone software to 12.1 and ever since I haven't been able to import.


I tried to import my photos from the phone to my work PC via USB/lightning cord and the PC no longer recognises the iPhone is even connected (again since I updated my software).


The cord is working as it starts charging the phone when plugged in. I also have iCloud and have iCloud photos and Upload to my photo stream turned on, as well as download and keep originals.

iPhone 7, iOS 12.1

Posted on Nov 26, 2018 5:00 PM

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Question marked as Top-ranking reply

Posted on Nov 28, 2018 8:37 AM

Is your iPhone Camera.app set to take the photos in videos in the space saving HEIF format? A macBook running El Capitan cannot work with the new image formats. You would need to upgrade the Mac to macOS 13 High Sierra at lest, better macOS 14 Mojave.


Check the Settings on your iPhone as described in this document: https://support.apple.com/en-us/HT207022#working

If Settings > Camera > Formats is nor set to "Most Compatible", your Mac cannot work with the photos and videos.

  1. In iOS 11, go to Settings > Camera.
  2. Tap Formats.
  3. Tap Most Compatible. This setting is available only on devices that can capture media in HEIF or HEVC format.
  4. All new photos and videos will now use JPEG or H.264 format. To return to using the space-saving HEIF and HEVC formats, choose High Efficiency.


To download older photos and videos as JPEGS and not HEIC, check this setting:

When you import HEIF or HEVC media from an attached iOS device to Photos, Image Capture, or a PC, the media might be converted to JPEG or H.264.

You can change this import behavior in iOS 11 or later. Go to Settings > Photos. In the TRANSFER TO MAC OR PC section, tap Keep Originals to prevent the media from being converted when importing.

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Nov 28, 2018 8:37 AM in response to lisa-marie48

Is your iPhone Camera.app set to take the photos in videos in the space saving HEIF format? A macBook running El Capitan cannot work with the new image formats. You would need to upgrade the Mac to macOS 13 High Sierra at lest, better macOS 14 Mojave.


Check the Settings on your iPhone as described in this document: https://support.apple.com/en-us/HT207022#working

If Settings > Camera > Formats is nor set to "Most Compatible", your Mac cannot work with the photos and videos.

  1. In iOS 11, go to Settings > Camera.
  2. Tap Formats.
  3. Tap Most Compatible. This setting is available only on devices that can capture media in HEIF or HEVC format.
  4. All new photos and videos will now use JPEG or H.264 format. To return to using the space-saving HEIF and HEVC formats, choose High Efficiency.


To download older photos and videos as JPEGS and not HEIC, check this setting:

When you import HEIF or HEVC media from an attached iOS device to Photos, Image Capture, or a PC, the media might be converted to JPEG or H.264.

You can change this import behavior in iOS 11 or later. Go to Settings > Photos. In the TRANSFER TO MAC OR PC section, tap Keep Originals to prevent the media from being converted when importing.

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Dec 11, 2018 5:22 PM in response to léonie

I'm struggling to even download Mojave. I have done a back up of my hard drive and cleaned it up a bit but every time I go to download it gets to about 90% and gets stuck - it looks like it trying to download but it doesn't do anything.


Since changing my settings to what you suggested, I can open them up on my PC. However, I am still having the same issue when I open up on my Mac. I think I have to go in and speak to the Apple team.

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Photos won't import from iPhone

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