While somewhat rare, some users have reported the Mylio Photos app crashing on some mobile devices such as iPhone and Android phones. Typically device crashes occur within 5-20 seconds of app startup. Follow the steps below, in order, if you notice that Mylio Photos crashes on your mobile device shortly after startup.
Check if Mylio Photos crashes in Safe Mode.
In Safe Mode, many of Mylio Photos' functions are disabled, such as syncing and importing. To open Safe Mode:
Tap and hold the Mylio Photos app icon on your mobile device's home screen, then select Support Options from the context menu that appears.
Choose Open in Safe Mode.
Disable Face Detection and OCR from Safe Mode. Open the More Menu (the three dots in the top-right), then select Settings > Advanced. Toggle off Face Detection and OCR.
Quit the Mylio Photos app and re-open it normally to leave Safe Mode.
If the app continues to crash, proceed to the next step.
Perform a Catalog Repair
If Mylio Photos is still crashing, a Catalog Repair may also be able to help. The catalog is a file on each device that holds information about your library, such as how many photos you have and where they are stored. If this becomes damaged, the app will not function properly. Mylio Photos can use a catalog from your other devices to sync a new catalog to the crashing mobile device. To perform a catalog repair, please take the following steps:
Open Mylio Photos on another device, like a computer. It should remain open (minimized is fine) until the catalog repair is finished.
Tap and hold the Mylio Photos app icon on your mobile device, then select Support Options from the context menu that appears.
Open Mylio Photos on the crashing device to display the Support Options Window
Choose the Repair a Catalog option
Choose to repair the Main Catalog
Mylio Photos will check for any errors. Even if no catalog errors are found, repair the catalog anyway
Mylio Photos will attempt to repair the crashing device's catalog using the catalog from your computer. After the process is complete, Mylio Photos should open normally
If the app continues to crash, proceed to the next step.
Identify the source of the crash
If Mylio Photos continues to crash on your device after performing the catalog repair, the next step is to narrow down which process is causing the app to crash. The initial import of a media library and synchronization with other devices tend to be the most common triggers for a crash. To narrow down the potential cause, perform the following steps:
Delete and reinstall the Mylio Photos app on your mobile device.
To prevent the device from syncing with your other devices, quit Mylio Photos on all other devices, then sign in to Mylio Photos on the crashing device.
During the setup process, choose NOT to import your device’s camera roll/media library and see if the device still crashes with an empty library.
If no crash occurs, proceed to import the photos from the device by opening the More Menu (the three dots in the top-right) and selecting Settings > Add Media > Add Photos/Media Library.
If the device continues to operate without crashing during and after importing the camera roll or media library, proceed to the next step:
Open the Mylio Photos app on your computer to initiate synchronization between it and your mobile device. See if the device continues to operate without crashing.
If Mylio Photos continues to crash on your mobile device, but you have identified the specific trigger step, please Contact Support with the information.
Android-specific Troubleshooting
On certain Android devices, we are investigating crashes that occur when Mylio Photos fails to import media from the camera roll/media library. Our team has been unable to consistently reproduce this issue and thus resolve it, but other users affected by this crash have successfully resolved the issue by taking the following steps:
Connect your Android phone to a computer
Copy everything from the DCIM folder to your computer
Delete all media within the DCIM folder on your phone (and the other media library folders, if applicable)
Open Mylio Photos on your phone. It should not crash.
On your computer, re-add your files to the phone’s DCIM folder
Open Mylio Photos on your phone. Media should be imported from the camera roll and synced to your other devices