ios app not backing up (but previously did)
I have ente running fine on a VM and can upload photos from the mac app and web browser, and my ios app was previously backing up any photos taken on my phone without any problems. Suddenly it's stopped uploading backups and I can't work out why. I can view new photos added on the desktop fine on the phone, but just can't go the other way. The 'select folders for backup' is correctly selected, but nothing happens. Can anyone advise where I can start problem solving with this one? I've not changed anything that I'm aware of, so scratching my head a bit to fix it.
If I run 'docker compose logs -f museum' then try and upload a new photo from my phone manually I get this.
client_ip=84.9.51.128 client_pkg=io.ente.frame client_version=1.2.0 h_latency=595.672µs latency_time=595.672µs query= req_body={"lastUpdatedAt":1755296058838057} req_id=ios_gNAJaoIW5jxq2jjLzNcVzp req_method=POST req_uri=/files/data/status-diff status_code=200 ua=null/1.2.0 (iOS 18.6; iPhone; iPhone14,6; arm64e) user_id=1580559962386438 museum-1 | INFO[3295]request_logger.go:94 func5 incoming client_ip=84.9.51.128 client_pkg=io.ente.frame client_version=1.2.0 query=limit=500&sinceTime=1755296324407457&type=cgroup req_body= req_id=ios_BMGflkSPVsMPwyx0Ef7JqK req_method=GET req_uri=/user-entity/entity/diff ua=null/1.2.0 (iOS 18.6; iPhone; iPhone14,6; arm64e) museum-1 | INFO[3295]request_logger.go:119 func5 outgoing client_ip=84.9.51.128 client_pkg=io.ente.frame client_version=1.2.0 h_latency=465.683µs latency_time=465.683µs query=limit=500&sinceTime=1755296324407457&type=cgroup req_body= req_id=ios_BMGflkSPVsMPwyx0Ef7JqK req_method=GET req_uri=/user-entity/entity/diff status_code=200 ua=null/1.2.0 (iOS 18.6; iPhone; iPhone14,6; arm64e) user_id=1580559962386438
The photo does not appear on the server and on the phone remains with a crossed out cloud.
Thanks!
11 Replies
There are a few reasons why your iOS app might have stopped backing up photos.
First, ensure that the albums you want to back up are selected in "Settings > Backup > Backed up folders". Ente automatically backs up albums you select, and any new or modified photos in those albums will be synced.
On iOS, Ente will not back up videos in the background but will back them up the next time the app is opened. Also, force-quitting the app will prevent background backups.
If you have a large number of photos and videos, you might need to keep Ente running in the foreground for the initial backup. You can disable the automatic device screen lock under "Settings > Backup" to help with this. Subsequent backups should work fine in the background. More information on background syncing can be found at https://help.ente.io/photos/features/background#ios and https://help.ente.io/photos/features/background#background-sync.
-# If your issue is resolved, feel free to use the /solved command to close this thread. If you'd like to ask me another question use /docsearch
Background sync | Ente Help
Ente Photos supports automatic background sync and backup
Can you check in the mobile app logs, there might be something that hints at the issue there?
(you can view the mobile app's logs via Settings > Support > Report a bug > Export logs)
The one thing I can think of that might've changed in your setup is that on 15th of every month the latest museum image is published - https://github.com/ente-io/ente/pkgs/container/server - , and so perhaps the problem started happening after the update (assuming you're using the latest image). This might or might not be the problem, only the logs can tell, I was just mentioning this as one thing that might've changed.
thanks so much for the help. Here's the logs for today
⚠️ Log File Security Notice
It appears you've uploaded a log file. To protect your privacy and sensitive information:
• Log files may contain personal or sensitive data
• We recommend sending logs directly to our support team
• Please email logs to: support@ente.io
This helps ensure the confidentiality of your information.
-# If your issue is resolved, you can use the /solved command to close the thread. If not, use /unsolve to cancel.
Background sync is running just fine, I believe it's because the file is already present (albeit I suspect there are modifications to the file) in DB, does it happen for other files as well?
thanks. I don't see any of the files in my main instance of ente... it happens to all files in photos on my phone- new photos, screen grabs, videos, nothing shows up in ente, but anything added to ente manually syncs back to the iphone fine.
Yeah that part of sync from server makes sense, it will be helpful if I can have the museum logs corresponding to the mobile logs that were shared, so that I can check if it's a Museum related issue.
⚠️ Log File Security Notice
It appears you've uploaded a log file. To protect your privacy and sensitive information:
• Log files may contain personal or sensitive data
• We recommend sending logs directly to our support team
• Please email logs to: support@ente.io
This helps ensure the confidentiality of your information.
Does this help at all @Keerthana? thanks for the helps so far
Is there anyone else who has any other suggestions how I can fix this please? Is there a way to reinstall ente perhaps without loosing all my photos the might reset things to fix this issue? thank you.
You could export your data and redo everything. If no one else can figure out the issue this might be the best solution
You can uninstall the app without losing anything as well if everything is backed up