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Android Crashing

Steps to try with Android devices crashing after update to version 24.7

If there is an Android device crashing after the version 24.7 update, below are some troubleshooting steps we recommend trying in order.

Step 1: Test Mylio Photos in Safe Mode
  1. Tap and hold the Mylio Photos app icon on your home screen
  2. Select Support Options
  3. Choose Open in Safe Mode
  4. Open the More menu (three dots, top-right), then go to Settings → Advanced
  5. Turn off the following features: Face Recognition, OCR, and Smart Tags
  6. Quit and reopen the app normally to exit Safe Mode
Please check whether Mylio crashes when running normally. If it does not, try re-enabling each feature one at a time to see if the crashing behavior returns.

Step 2: Temporarily Disable Access to Photos / Media Folders
If Mylio continues to crash even with Face Detection, OCR, and SmartTags disabled:
  1. Open Settings on your Android device
  2. Tap Apps (or Apps & notifications)
  3. Select Mylio Photos
  4. Tap Permissions
  5. Locate Photos, Videos, Music, or Files & media
  6. Set the permission to Don’t allow (or Deny)
Open Mylio Photos again. With media access disabled, no new files will be imported.  Does the app still crash when media importing is disabled?  This helps us determine whether the issue is related to media access or processing.

Step 3: Perform a Catalog Repair
If the crash persists, please try a catalog repair:
  1. On another device where Mylio Photos is installed (such as a computer), open the app and leave it running
  2. On your Android device, tap and hold the Mylio Photos app icon
  3. Select Support Options → Repair a Catalog
  4. Choose to repair the Main Catalog
Mylio will check for errors and repair the catalog using information from your other device. Even if no errors are reported, please allow the repair to complete.
Afterward, re-enable media permissions and check whether the crash continues.

Step 4: Reset the Android Device in Mylio
If the issue still occurs, the final troubleshooting step is to reset the device within Mylio:
  1. Tap and hold the Mylio Photos app icon
  2. Select Support Options → Factory Reset Device
  3. Confirm the reset when prompted
The app may appear unresponsive for a minute while the reset completes.
Once finished:
  • Sign back in on the device
  • Skip or deny the camera roll import
  • Allow the device to sync fully
If Mylio is stable after syncing, you can re-enable media importing:
  1. Open the More menu (three dots, top-right)
  2. Go to Settings → Add Media
  3. Add your Media Library and select the DCIM folder and any other folders you’d like to include

If Mylio is still crashing (but does not crash in Safe Mode), request full logs from the crashing device.  To do this, open Safe Mode.  Then, open the More Menu (3 dots in top right corner), then select `Help`, then `Advanced`, then `Console`.  In the Console, run the command:
setPref etmLevelRelease 3

Quit and re-open Mylio normally to leave Safe Mode.  Open Mylio and let it crash 5 times.  Then, open Safe Mode and send us logs.  To send us logs, open the More Menu (3 dots in top right corner), then select `Help`, then `Contact Mylio Support`.  Toggle the option to include ALL logs, then the blue `Submit` button and fill out the web form.  

To reset the logging level back to normal run the Console command:

resetPref etmLevelRelease