Elements 2019: Latest iOS 13.1.2 seems to cause problem importing images from camera

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  • Problem
  • Updated 2 days ago
  • (Edited)
Using PSE 2019, Version 17(20180830.m.125874) on a Windows 10 Pro 64bit, (1903, OS build 18362.356) suddenly cannot import any pictures from my iPhone 7Plus.
Last night iOS was updated to 13.1.2 and this update could be the culprit.

The problem exhibits itself in a few different ways, the final result is either an error message (red circle with white X):  
"Files were not Obtained from Device
Elements Organizer cannot obtain files from this device. Please ensure that the device is connected properly, or that the battery is charged, and try again." 
or a warning message (yellow warn triangle) with following text:
"Apple iPhone
Failed to obtain thumbnails from the device. The device is not connected or is busy. "

Setting Windows into clean boot mode does not solve the problem.
Using iTunes (Version 12.10.1.4) Diagnostics, the problem is clearly visible: Whilst Windows Device Manager recognizes the Apple iPhone, iTunes does NOT find any iPhone!!


More Screenshots are available for TBS.

I do hope that the problem is not solely solvable with PSE2020.....
If that should be the case I definitely await Adobe's solution by offering all PSE2019 users a free upgrade!!!


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Jack Klaber

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Posted 6 months ago

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Shelby Sheehan

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I am having this same problem too - this is SO frustrating. I just installed PSE 2019 on my new iMac this month and am attempting to upload iPhone photos and cannot. I get the same error every time at different intervals "Cannot obtain files from this device". If I download 1 picture at a time, it seems to work, but that is NOT practical. I just spent $80 on this software and cannot use it if I cannot download pictures into it. I am running MacOS 10.14.6 and Iphone8Plus iOS 13.1.2. HELP!
(Edited)
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Peter Mastroianni

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I am having same problem called adobe they started to troubleshoot. Support start to update pc with latest update, told me to call back when finished, I did and every time I gave them my info we got disconnected. I gave up calling. My work around is downloading photos from iCloud then import into photoshop elements 2019 works without any problems.
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Jack Klaber

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The problem is almost certain related to iPhone and the latest update to iOS 13.
Stay tuned to this thread for updates on this issue
(Edited)
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Peter Mastroianni

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Yes I have a 6 plus iPhone with iOS 12. It works fine. I have 3 iPhone 2 iPhone 10’s and one iPhone 11 with the latest iOS and they all fail with PSE 2019 and 2020
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Gramma

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I'm having the same problem with Photoshop 2020 on a PC.  So frustrating!!
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John Cutts

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I have an iPhone 8 and run PSE2020 under windows 7 and have the same problem. It worked successfully two weeks ago and the only thing that's changed is the upgrade to the iOS.
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Jack Klaber

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The latest iOS version 13.1.3 does not solve the problem.
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Jack Klaber

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UPDATE:
Latest iOS version 13.2 resolves on my system the issue of importing iPhone images into PSEOrganizer2019!!!

However a new problem surfaced as movies taken with the iPhone cannot be played back and a screen is shown with yellowish background and white text in several languages with the English text displaying: "Media pending".

Because the movie can be imported with the Windows 10 Photos program and also be played back, the culprit here is definitely PSEOrganizer2019. Neither can the movie be imported into PSEPremiere 2019 with an error message : "File type not supported or required codec is not installed."

Adobe are you listening??
 
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Jack Klaber

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CORRECTION/UPDATE:
The successful upload could not be reproduced and the problem remains. Neither can Windows own Photos program upload and reports a problem.
It seems this problem is not related to Adobe but to Apple. I will contact therefore Apple and let you know the results.
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Medha Sharma, Employee

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Hello Jack,

Could you please share a sample file with us so that we can analyse the issue at our end?

Thanks,
Medha
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Jack Klaber

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Please read my correction/update above. The upload problem is still in effect, but seems to be related to Apple iOS.
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jaz50y

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I agree, and look forward to your report. A convoluted workaround exists if you have Amazon Photos - you can upload the images at full resolution (unlike Google) from the phone, then download to the computer and import the downloaded photos.
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Jack Klaber

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Another workaround is Dropbox. I've setup Dropbox to upload cellular immediately all photos and movies from my iPhone  in case of loss or theft.
It is then possible to import the images and videos from the Dropbox Camera Uploads folder on the computer.....
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Debby Stewart

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I currently have the following:
iPhone 8 Plus - Software 13.3
MacBook Pro - 2.9 GHz Quad-Core Intel Core i7,  16 GB 2133 MHz L
PSE 2020 for Mac
I can import photos from my camera chip just fine, but when I import photos from my iPhone, it appears that they imported fine, but they do not display in PSE Organizer.  If I try to import them again, i get a message that they already reside in the catalog.
Any Ideas?  Thanks
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Augeydoggy

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I have just installed PE2020, have 13.2 on iphone 7+, and cannot import pictures, getting same error messages
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Jody Ballard

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Same problem with PSE2020, iPhone 8, iOS 13.1.2.
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Madge Smith

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I'm experiencing the same problem. Recently upgraded to Photoshop Elements 2020 (v18.0 20190827.m.136736). 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. Once I have selected the images to import, it fails with the phone is disconnected or busy. I have closed all other apps on my phone and it is still connected via iTunes to my laptop. 

What suggestions do you have to fix this issue?
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Jack Klaber

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It is most likely an iOS 13 problem. I'm in contact with Apple engineers and will advise as soon as possible here in this thread....
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Jack Klaber

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Today I was contacted by Apple, Europe. They updated me with the current status of the issue. Apple engineers are reviewing the case and as soon as a solution is found an update (iOS?) will be forthcoming.
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Jack Klaber

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Today my iPhone was updated to iOS 13.2.3.
Importing photos from the iPhone to a PC running Windows 10 is still impossible.
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Rob Keller

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Updated IOS 13.3 same issue, is there any news on a fix yet?
(Edited)
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Jack Klaber

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Talked last week with Apple support and the issue is still open. They said I have to wait until a fix has been published.....
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Madge Smith

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when are they planning to fix it?
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Jack Klaber

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That’s anyone’s guess....
I’ll send them an email
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Jack Klaber

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Update after long Apple support Europe phone call today:
I shared my screen with the Apple phone support technician and we did the following tests:
  1. Using Windows Photos program, I was able to import 6 pictures.
  2. Using Windows Explorer and importing photos and videos directly from the Apple device was not successful. The import screen showed importing but no photos were actually imported.
  3. Now using import of PSE 2019 the operation failed with following message:
    "Files were not Obtained from Device
    Elements Organizer cannot obtain files from this device. Please ensure that the device is connected properly, or that the battery is charged, and try again." 

  4. Using a different USB port, again import of pictures failed using Windows Photos program.
  5. The phone support technician checked that Feature update to Windows 10, version 1903  was successfully installed on my PC, which it was BTW.
I was then informed that the issue is being connected to general issues at Apple (not a specific problem on my PC) and that I have to wait until an iOS update will be available. 

I'll be in touch with Apple support Europe in two weeks to get an update.....

In the meantime I think it would help to put the necessary urgency to the issue if anyone with this particular problem contact his or her Apple support desk and opens a case. Please make it clear to them that the problem started since iOS update 13!
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Augeydoggy

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Found a possible workaround. I went to camera settings on my 7S and changed format to "Most Compatible," which is jpeg. Was then able to import new pictures directly to Elements Editor and thru Windows Photos (tho they don't show in the Windows Photos, just appear in the Pictures folder).
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Jack Klaber

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This is not a workaround for the pictures already on the phone.
You also loose the effective storagesize...
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Jack Klaber

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Again phoned Apple today. Talked to an elevated technical support engineer named Tony.....
The issue is still being evaluated. Have to wait for future update..

Please, anyone having the same problem contact Apple support by phone and have them open a support case. The more similar/identical problem cases, the higher this issue will land on their priority list!
(Edited)
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Jack Klaber

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Today my iPhone 7 Plus was updated to iOS 13.4.
However, the photos import still fails to work :(
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Stephen Rosenthal

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For some reason, it started working for me after not working for a couple of months.  No idea why.  iPhone 11 IOS 13.4 connecting to Win10 desktop.  I guess miracles do happen.
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Jack Klaber

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I'm personally kind of poorly equipped for miracles to happen.... 
Glad it works for you....
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Stephen Rosenthal

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Well the miracle didn't last too long.   Now I am getting the error again.  Freezes when running the importer as it's trying to create the picture previews.  It does appear to be some kind of memory issue.  I restarted my desktop and then I could preview twice as many pictures before it died on me.
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Stephen Rosenthal

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Update:  I have an iPhone w/IOS 13.4 and and older iPod w/IOS 12.4.6.  I have no problem downloading photos from my iPod.  The only other difference is that I have ~1,400 pics on the IPhone and 50 on the iPod.