Skip to main content
jasonr91075289
jasonr91075289
Participant
May 9, 2019
Question

Failure to import photos/videos from iphone Xs to PSE 15

  • May 9, 2019
  • 3 replies
  • 1510 views

I'm unable to import photos/videos from my iphone Xs to PSE15.  I either get "failed to obtain thumbnails.  device is not connected or is busy" or "cannot obtain all files from device.  ensure device is connected properly, or battery is charged.  the files that have been obtained till now will be sent to elements organizer."  I'm attempting to import using a USB cable.  I have closed all apps on my phone.  And the phone is mostly charged.  I have made sure PSE is up to date.  Another issue I encounter is that it often imports previously imported photos with an incorrect date.  Any help would be greatly appreciated.

      This topic has been closed for replies.

      3 replies

      S
      sweepling
      Inspiring
      July 17, 2020

      This is a problem between Apple and Adobe.  See this link: https://feedback.photoshop.com/photoshop_family/topics/latest-ios-13-1-2-seems-to-cause-problem-importing-images-from-camera-with-pse2019

      basically, for me it was to set iphone to 'most compatible' for both photo and video.

      99jon
      99jon
      Genius
      May 9, 2019

      Can you first copy the files to a folder on your computer?

      Open your device with face or finger recognition and connect with USB.

      Find the connected iPhone and navigate to: Internal Storage >> DCIM

      Copy the files you need to your computer folder.

      Then launch Organizer and from the menu use:

      File >> Get Photos & Videos >> from Files & Folders

      Navigate to the folder and choose the photos to import or select all.

      L
      Laurie0724
      Participant
      November 5, 2019

      I'm having this issue too. Do I really need to copy them to my computer then import? This seems like a system issue to me. Is there a fix? thanks

      T
      Test Screen Name
      Legend
      May 9, 2019

      I get this sort of thing from my iPhone X - and I don't even use Photoshop Elements! Sometimes I can make it better for a while by restarting the phone.

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices