Troubleshooting

Get help with known issues, error messages, and other common scenarios.

• Troubleshooting: Device Is in Limited Access Mode in Mylio PhotosLearn what Limited Access Mode is in Mylio Photos, how to recognize it, and how to turn it off from another device or directly on the affected device.
• Troubleshooting: Sync Stops When Screen Turns OffIf Mylio Photos stops syncing when your screen turns off, your device may be going to sleep. Learn how to keep sync running on computers and mobile devices.
• Troubleshooting: External SSD Connected to iPad Showing as Offline in Mylio PhotosIf your external SSD shows as offline in Mylio Photos on iPad, you need to manually connect it each time. Learn how to add the drive through the Dashboard.
• Troubleshooting: Ghost DevicesLearn why duplicate or “ghost” devices appear in Mylio Photos after a reset, how to safely unregister them, and what to know about Lost Originals before removing a device.
• Troubleshooting: Not Receiving the “Log In to Mylio Photos” EmailTrouble signing in to Mylio Photos? Learn how to resolve issues with missing login emails, 6-digit verification codes, or "No Account Found" messages. Follow step-by-step troubleshooting to access your account quickly and securely, and discover what to do if you can’t find your login link or verification code.
• Troubleshooting: Increased Sync Activity After Updating Mylio PhotosMylio Photos version 24.6 includes two improvements that could create new metadata, new files, or in some cases, re-import existing files.
• Troubleshooting: Windows Installation FailsMylio Photos uses a modern installation method for Windows. The installer is a .msix file instead of a .exe. In some instances - particularly with older Windows 10 systems - this installer might not work correctly. Please follow the following steps progressively to resolve any such issues:

Error Messages

• Notification: Delete FailedDelete Failed notification in Mylio Photos explained. Find out what’s blocking the delete and what to do next.
• Error Notification: route object, Object does not existFix the “route object Object does not exist” Mylio Photos login error by manually updating the app on all your devices, then sign in again.
• Troubleshooting: Advanced Catalog RepairOn rare occasions the Mylio Catalog on a device becomes corrupted in a manner that the regular repair process is unable to solve. The Mylio Photos app automatically creates backups of your catalog that can be used to replace the corrupt version and get your system back in working order.
• Error Notification: "The Mylio Photos Catalog on this device needs to be repaired."If Mylio Photos reports something wrong with a Catalog for a computer, attached drive, or a phone/tablet, the Repair a Catalog tool can be initiated from the Help menu > Show Support Options on Startup.
• Error Notification: Disk Storage FullThe Disk Storage Full notification lets you know that one of your Mylio Photos-connected devices is running low on storage space. When this happens, syncing pauses across all your devices to prevent any issues. This could be because your computer or mobile device is full, or it might mean that Mylio Photos needs permission to use more space.
• Error Message - Upgrade No Longer SupportedMylio Photos upgrades the catalog with each new version that is released. You may see an error message "Upgrade No Longer Supported" after installing a new version of Mylio Photos.
• Performing a Catalog RepairThe 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 file becomes damaged, the Mylio Photos application will not function properly, and you may receive notifications that the catalog needs to be repaired. Mylio Photos can use a catalog from one of your other devices to sync a new catalog to the device that needs to be repaired.
• Error when logging in using SSO (Google, Apple, Microsoft or Facebook ID)If you are having issues signing in to the Mylio Photos application, Account Management Page, or resetting your password and get an error that starts with 15810… then your Mylio Photos account was most likely created using a third-party sign-in option (Apple, Google, Facebook, or Microsoft).
• Troubleshooting: Verbose Log Capture NotificationMylio Photos includes a powerful logging system that helps our support team troubleshoot technical issues. Typically, the application runs with logging set to Normal, which captures enough information for general diagnostics without affecting performance. However, users have the option to adjust the logging level for more detailed capture. If you’ve received a “Verbose Log Capture” notification, this article explains what it means, why you might be seeing it, and how to address it.
• Error Message: All originals for a duplicate set must be present to automatically deduplicate mediaPhoto DeDupe needs access to original-quality photos in order to function and effectively check for duplicate media. This means that original-quality files must be synced to the device you're using to Run Photo DeDupe OR stored on a physically connected external drive.
• Error Message: “Editing is not possible without an Optimized Image or Original”If you receive the message “Image editing is not possible without an Optimized Image or Original” when trying to edit a photo, this means the device you are currently using only has the Thumbnail version of the photo. Editing a photo in Mylio Photos requires an Optimized Image or Original-quality photo on the device you wish to edit on.
• Troubleshooting: Upgrade Needed NotificationAfter updating Mylio Photos, you might see a message that says one of your devices needs an upgrade. This usually means a connected device—like a hard drive or another computer—needs to sync with the latest version.
• Error Message: “Failed to get access to path.”In some cases, Mylio Photos may display that it is unable to get access to a specific file path. This happens when Mylio Photos does not have permission to access a set of files or folders that it is referencing. Generally, this issue is indicative of a file or folder that is locked or read-only.
• Error Message: “Editing is not possible without a Preview or Original”If you receive the message “Image/Thumbnail editing is not possible without a Preview or Original” when trying to edit a photo, this may mean the device you are currently using cannot access a higher-quality Optimized or Original quality image. Editing a photo in Mylio Photos requires the Optimized or Original quality photo to be available on the device you wish to edit.

Syncing

• Troubleshooting: Unable to Sync Photos Between DevicesIf your Mylio Photos+ connected devices are not sending or receiving media to your other devices, the steps below will help you resolve the issue.
• Troubleshooting: SyncCollection Includes Photos Outside of CriteriaIf you created a SyncCollection in Mylio Photos before version 24.5 while using a Space, the filters from that Space might have been applied to the SyncCollection, causing unexpected behavior.
• Troubleshooting: Temporary Sync Conflicts FolderIn rare cases, your Mylio Photos+ devices might experience confusion about the current state of your library. This can occur when conflicting changes are made on multiple devices, such as moving the same folder to different locations on two devices. These issues typically arise when multiple users make large changes to the library or when a device has been offline for an extended period.
• Troubleshooting: Unprotected ImagesUnprotected Images in Mylio Photos refer to any media not backed up to a Vault device. If you have more than one Vault device or have applied a custom device sync policy, media will be considered unprotected until it has been synced to all devices that want it.
• Troubleshooting: External drive does not appear in Mylio Photos appExternal drive on macOS is visible on Finder but not visible to the Mylio Photos application
• Troubleshooting: “Moving folders/files on disk” or “Sending to…” is Constantly Displayed in Activity PanelThis article may help Mylio fix syncing issues if your library is exhibiting any of these behaviors: Mylio displays Moving Files on Disk continuously in the sync panel with no progress or with looping progress. Mylio displays Moving Folders on Disk continuously in the sync panel with no progress or with looping progress. Mylio displays Receiving files from… or Sending files to…. with no progress.

Storage

• Notification: Cache using significant storageThe Mylio Photos cache temporarily stores files when you adjust sync settings. If you receive a message saying, "cache using significant storage," you can easily free up space by manually clearing the cache.
• Troubleshooting: Mylio Photos Utilizes More Storage Than Expected on Android SD CardIf you are using an SD card to store your Mylio Photos Library on an Android device, you may see unexpected storage use of the SD card when syncing the Mylio Photos Library.
• Troubleshooting: Disk Storage Full, Unable to Clear CacheIf Mylio Photos displays a “disk storage full” message and you can’t clear the cache, this guide will help you understand the issue and provide steps to fix it.
• Error Notification: Storage Quota ExceededIf you receive a notification for a cloud service such as Google Drive, Microsoft OneDrive, or an S3 Cloud service indicating storage quota exceeded, it means that you no longer have sufficient space to sync media from Mylio Photos.
• Mylio for iOS Taking Up a Large Amount of iCloud SpaceiOS and iPadOS users have the option to back up and protect the Mylio Photos app and catalog (including optimized Images and metadata) using iCloud. If your iPhone or iPad is lost or stolen, the iCloud backup can be used to restore your Mylio Photo app on a new device.
• Error: Mylio Drive+ Setup RequiredIf you purchased SecureCloud storage via the Mylio account website but have not yet set up Mylio Drive+ in the Mylio Photos application, you may see a notification that states Mylio Drive+ Setup Required. To resolve this issue, you'll need to enable Mylio Drive+ inside the Mylio Photos application.
• Error: Storage available to Mylio is almost full (mobile)Mylio Photos automatically manages the space on your mobile device by default. This is to ensure that your phone or tablet continues to run smoothly. However, if you would like to allow Mylio Photos to use all the available storage, follow the steps below.

Known Issues

• Known Issue: Mylio crashes when moving the Library to an SD card on AndroidMylio crashes when moving the Library to an SD card on Android
• Known Issue: Media Not Importing on AndroidKnown issue on Android where photos and videos may not import into Mylio Photos. Learn what’s happening and how to manually re-add media folders as a temporary workaround.
• Known Issue: OneDrive Showing as OfflineIf OneDrive is showing as offline on all of your devices, it is possible the authentication token has expired. You can use the Mylio Console to initiate a reauthorization with OneDrive and get a new access token.
• Known Issue: Thumbnails Appear as White SquaresThumbnails appearing as white squares is a known issue that may affect media imported from Apple Photos on certain models of Apple iPhones. The Mylio Photos team is working to fix this bug in a future update.
• Known Issue: DNG 1.7Mylio Photos supports most DNG files. However, Adobe recently released DNG 1.7, which is not yet supported by Mylio Photos.
• Known Issue: Crashing on Mobile DevicesWhile 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.

Organizing

• Troubleshooting: Can’t Delete a FolderTroubleshoot folders that won’t delete in Mylio Photos. Learn why folders reappear and how to remove hidden or unsupported files safely.
• Troubleshooting: Can't see media files after updating to Mylio Photos v24If you can't see your media files after updating to Mylio Photos v24, it is likely that you are in an incorrect Space.
• Troubleshooting: Missing Folder(s) alertThere are instances where Mylio Photos can lose track of the location of folders. This can be due to folder name changes, drive name changes, or movements in the file system from outside Mylio Photos. When Mylio Photos notices a change like this, it marks the folder as Missing in Folder View.
• Troubleshooting: Photo DeDupe Failed VerificationIf you encounter a “Failed Verification” error in the Notifications panel while using the Photo DeDupe tool in Mylio Photos, it means the tool couldn’t confirm that the file is an exact duplicate. To avoid accidental data loss, Mylio requires you to review and delete these files manually.
• Troubleshooting: Mylio InBoxThe Mylio InBox is a quick and easy way to add media to your Mylio Photos Library. When the Mylio Photos application is installed, the Mylio InBox folder is automatically created. You can find it in the Mylio Photos Folders view. You’ll also see a shortcut in Windows Explorer or macOS Finder. Drag and drop new media into the Mylio InBox in your file system or save media from other applications to this folder. Mylio Photos continuously scans the Mylio InBox, and when new media is added, it will appear in your Mylio Photos Library.

Importing & Adding Media

• Troubleshooting: Importing iPhoto or Aperture Libraries to a Computer That Does Not Have Enough Internal StorageIf you’re an iPhoto or Aperture user and transitioning to Mylio Photos, you may find that you do not have enough space on your internal drive to fully import your library. Since Mylio Photos requires that you copy media from iPhoto and Aperture out of their current applications, you must have enough space to store your entire photo library twice on your machine. If your computer doesn't have enough space, Mylio Photos allows you to easily import directly to an external drive.
• Troubleshooting: Viewing HEIC & HEIF in Mylio Photos (Windows)Many cameras (particularly those on smartphones and other mobile devices like iPhones) take advantage of shooting high-efficiency file formats such as HEIC, HEIF, and HEVC. If you have HEIC or HEIF photos or videos on your Windows computer running Mylio Photos, then the HEIF Image Extensions and the HEVC Video Extensions will need to be installed.
• Troubleshooting: New media is not imported on AndroidIf new photos in your Android Media Library aren't automatically importing into Mylio Photos, please take the following steps:
• Troubleshooting: Files Skipped During ImportSometimes, Mylio Photos may display a message in the Notifications Menu indicating that files were skipped during the import process. Click the notification to view a list of skipped files and the reason they were skipped.

General

• Troubleshooting: Missing Tools or Icons in Mylio PhotosMissing tools or icons in Mylio Photos? Learn how Spaces, Workflows, permissions, and Reset All Views quickly restore your full toolset and library access.
• Troubleshooting: Exported Photos Show the Wrong DateFix wrong dates on exported photos in Mylio Photos by keeping Date Taken metadata, adjusting SafeShare settings, and verifying EXIF dates on macOS and Windows.
• Reset Mylio Photos on a DeviceThere are some situations where you may want to reset the Mylio Photos application on one of your devices.
• Black or Gray Squares In MylioWhen first using Mylio Photos, or while adding new photos, you may see black or gray squares (called ghost images) in place of your photos. This happens if Mylio Photos has not fully synced and is still receiving photos from another source.
• Red or Blue accents on images (clipping)The Mylio Photos Histogram tool includes a feature that will show clipping on your images. Highlight clipping is when detail is lost in the brightest areas of a photo. Shadow Clipping is when detail is lost in the darkest areas of a photo. The clipping warning, when activated, will overlay clipped highlight areas in red and clipped shadow areas in blue.
• Slow performance, high resources, or computer slowdownsIf Mylio Photos is running slowly or causing other applications on your machine to do so, fully exiting the application and restarting your computer can often help. If the issues persist, take a look at any running activities in the Activities menu.
• Format External Drives to Work With Mylio PhotosExternal drives allow for many different configurations that may work in some situations but not others. This guide will walk you through the basics of reformatting a drive and how to best format it for your setup.