Elements 2020 FAILED TO CONNECT while importing thumbnails

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  • Problem
  • Updated 8 months ago
  • (Edited)
Unable to import my photos from my iPhone into Elements. I recently upgraded to Photoshop Elements 2020 (v18.0 20190827.m.136736) from v12. iPhone 8 IOS 13.2.2. I have many photos on my iPhone, +7000. It takes a while for it to load the thumbnail tiles into the import dialog box.

Searching for media
Found: 7124 display, 6389 selected

Then Elements fails!
FAILED TO CONNECT: "Failed to obtain thumbnails from the device. The device is not connected or is busy:"

I have closed all other apps on my phone. ITunes indicates that my phone is still connected when Elements says it is not.
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Madge Smith

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  • very annoyed and wasting A LOT of time to import my photos!

Posted 8 months ago

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Photo of Jack Klaber

Jack Klaber

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This problem has been noticed by several Elements users.
I have reproduced the problem also on another PC and it occurs with Windows own Photos program as well. To make sure the problem is not related to a certain application on the iPhone, I have restored my iPhone to factory default but the problem remains.
I received this error as soon as iOS 13 was installed on my iPhone several weeks ago.
It is therefore quite certain the problem lies with Apple.
I've been in contact with Apple and their engineers are currently investigating my problem. 
Please read this thread and await updates from Apple from me:
https://feedback.photoshop.com/photoshop_family/topics/latest-ios-13-1-2-seems-to-cause-problem-importing-images-from-camera-with-pse2019?topic-reply-list%5Bsettings%5D%5Bfilter_by%5D=all&topic-reply-list%5Bsettings%5D%5Bpage%5D=1#reply_20326038
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Jerry Hendricks

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I am also unable to import from an iPhone 8 to Photoshop Elements 2020. I get the error message that No Valid Files Are Found. I found a proposed solution to install Camera Raw 12 plugin but that didn't help.
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Jack Klaber

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If your iOS version is above 13 then it’s an Apple issue. Apple is aware of the situation and all of us with this problem await a solution.
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Jerry Hendricks

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Thanks. I'll try to be patient. I'm also having issues with Apple as Photos is frequently crashing.