PSE 14 importing from iPhone 6+ fails

Report · Dec 12, 2016

I have the latest build (1607) of 64-bit Windows 10, PSE 14 (14.1), and iPhone 6+. PSE 14 recognizes the iPhone and starts the import of photos but stops after importing only some photos and shows the following error message: "Files were Not Obtained from Device - Cannot obtain all files from this device. Please ensure that the device is connected properly, or that the battery is charged. The files that have been obtained till now will be sent to Elements Organizer." PSE14 has been able to import only a portion of the photos on the iPhone and, with the above error message, rejects the rest. This has been attempted multiple times. My iPhone is 100% charged and allows access to the W10 computer; I tried several iPhone USB connection cords and all give same result. PSE 14 has been reinstalled with updates to 12/12/2016. There is ample hard disk space and 16GB of RAM. iTunes and other Apple software has been uninstalled and reinstalled also on 12/12/2016. The photos show properly on the iPhone but cannot be imported into PSE14. I-Tunes allows a backup of the iPhone through the same connection.

Report · Dec 15, 2016

I resolved this problem by contacting Apple Support. The Apple tech person took control of the computer and installed a new driver for the iPhone 6+. Photoshop Elements 14 now imports correctly, I nevertheless had to delete a number of photograph files which had been imported twice.