Capture will not access my albums on my ipad

Community Beginner ,
Sep 27, 2020 Sep 27, 2020

Copy link to clipboard

Copied

After updating my iPad to iOS 14, Adobe Capture will not import photo from my albums. It allows me to go to the all photos album, and will import from there, BUT when I try to select a specific album, it quits and returns to the "take photo" screen.

 

Is there a solution for this? 

Views

387

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Sep 27, 2020 Sep 27, 2020

Copy link to clipboard

Copied

Hi.

This may have something to do with iOS 14's additional user privacy controls that allow users to further control access to Photos. 

Please check iOS Settings > Capture and check the permissions you've granted for Photos. 

Let me know if it's still not working so I can ask the Capture team to look into it. 


Sue.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Sep 27, 2020 Sep 27, 2020

Copy link to clipboard

Copied

I’ve allowed Capture access to all photos.

I deleted the app and reinstalled it.

Still won’t let me choose image from a specific album. Only works when selecting from the general All Photos album.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Sep 28, 2020 Sep 28, 2020

Copy link to clipboard

Copied

Hi. 

 

I'm unable to test this on my device, but I've let the Capture team know that, since installing the iOS 14 beta, you're unable to access all of the albums in your Photos app. 

 

Sue. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Sep 29, 2020 Sep 29, 2020

Copy link to clipboard

Copied

Hi, 

 

Can you please send us an email through Capture's in-app feedback so that we can see all of the device/app information that auto-populates the email? (In Capture, tap the icon in the upper left corner of the screen then from the menu that opens tap Send Feedback.) It will be easier for us to find a fix if we have this information. 

Thanks,
Nishtha

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Sep 29, 2020 Sep 29, 2020

Copy link to clipboard

Copied

Sent.


Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Sep 29, 2020 Sep 29, 2020

Copy link to clipboard

Copied

Thanks Paul. 

 

We've received it. 

 

Sue.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 02, 2020 Oct 02, 2020

Copy link to clipboard

Copied

Hi Paul. 

 

The team tested using the same device running iOS 14 and was unable to reproduce this problem. They've asked that you try uninstalling/reinstalling Capture to see if that resolves it. 

 

Before uninstalling Capture, please sign in with your Adobe ID to https://assets.adobe.com/libraries and make sure that all of the Capture work that's on your device also shows up there. If it does you are safe to uninstall the app; the work will sync back down to it after you reinstall. 

 

Sue. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 25, 2020 Oct 25, 2020

Copy link to clipboard

Copied

I am having the same exact issue after upgrading to iOS 14 and updating capture. On my library screen if I try to select images from my camera roll, if I click on the recent library I might be able to get one or two images to open before it will crash back to the library page.  Once it does that, I can keep clicking on the camera roll and it crashes back to the library page. Also close out the program power off the iPad power it back up, I can sometimes repeat the process again with the same result. Sometimes I can't get it open at all. It just goes straight to crashing back to the library page. And if I try to select one of my specific folders on my camera roll, as opposed to the recents folder, it crashes to the library page immediately.  I have tried all the suggestions you gave the previous person and I have not been able to solve the problem.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 26, 2020 Oct 26, 2020

Copy link to clipboard

Copied

Hi Stepl.

 

Sorry Capture isn't working correctly.

 

Since there are multiple locations from which the iOS Photos can be accessed, it would be extremely helpful if you would do a screen recording so we can see exactly what's happening and also where and when it's happening. Here's a quick tutorial for how to do that on an iPad: https://support.apple.com/en-us/HT207935

 

Please don't post the video here but send it to us through Capture's in-app feedback (to do that, tap the CC avatar in the upper left corner of the app, then from the Settings menu tap Send Feedback. 

 

Thanks for your help with this. 

 

Sue. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 27, 2020 Oct 27, 2020

Copy link to clipboard

Copied

Okay you're going to say this is crazy, but I tried to record what was happening as you requested.

When I have the iPad recording the screen, I run Capture app start from the "my library" screen and I can access ANY of my camera roll folders, not just the recent ones which occasionally works, but any of them.

So I am thinking "Hey, it works now!  great!"

So I turn off the camera thinking it's fixed itself somehow, and when I run Capture and try to load an image from my camera roll, it goes right back to crashing to the my library screen in Capture when I try to access the camera roll.

I start to record a second time, and it works fine.

I stop recording, and it crashes.

I did this cycle 3 times.

So I  cannot send you a recording of the problem because it goes away when I'm recording.

So now what?

 

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 28, 2020 Oct 28, 2020

Copy link to clipboard

Copied

Hi. 

 

Please message us through Capture's in-app feedback (to do that, tap the CC avatar in the upper left corner of the app, then from the Settings menu tap Send Feedback) so we can see all of your device/app details that automatically populate the email.

 

Just mention that you posted here. 

 

Sue. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 28, 2020 Oct 28, 2020

Copy link to clipboard

Copied

Okay Sue, I have done as you suggested.

should I check back here in the future for updates?

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 29, 2020 Oct 29, 2020

Copy link to clipboard

Copied

LATEST

Hi Stepl.

 

Got it. I just responded there. 

 

Sue. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines