[iOS App] Sync failed. Cannot process backup.
Hello! It seems that after updating both my server and my app, I have a problem with the sync engine of the iOS app.
Specifically, when I select the albums to be synced, the hashing finishes successfully, but then the app won't upload the files, and it displays a red danger sign at the cloud icon at the top right, and at the backup screen it displays this message at the bottom:
Sync failed. Cannot process backup.
Checking the logs, I get these two errors attached below.
I've tried clearing my file cache, resetting the SQLite Database, logging out and in again, and even deleting the app and downloading it again, but unfortunately to no avail.63 Replies
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If this ticket can be closed you can use the /close command, and re-open it later if needed.I am running Immich 2.2.3 and accessing it from the iOS app on version 2.2.3 build.235 on iOS 26.1 (23B85)
I've tried syncing my app both through Tailscale and locally also to no avail.
In addition to this issue, memories have also disappeared from my app's library page and the map feature of the app (and only the iOS app) also shows no photos.
Somehow, when I click on a photo and then upload at the bottom, it works just fine and the picture syncs normally. The iOS home screen widget that displays the memories photos also works in sync with the current date (even though memories don't appear at the top of the library page).
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I think I have the same issue
manually upload works fine as well as in op's situation
Oh and just now realised videos look kinda weird. Like if they are stretched in their aspect ratio. Again, only in the iOS app and not on web.
@ClimbingPlant @CrossDrain Can you guy log out and log back in
it should fix the issue
Also, adding the mobile app log would be helpful
Tried it many times, I even tried clearing my file cache, resetting the SQLite Database and reinstalling the app.
can you send the mobile app logs?
Yes, I'm sharing it right now! Log level info should suffice right?
yeah
Here you go. Thank you so so so much for taking the time!
Do you know if you recently use the feature "Replace upload with" or using immich-go?
No, neither of those. I have only once used immich-go on an another test installation. But this installation is completely fresh (on the same hardware but started completely from scratch).
Can you try go to this url
http://you-instance:2283/albums/78ffa5cf-3aec-4c42-9050-3317ea10a6ac and see if there is anything special about this album (shared, owned...etc)There have also been two other events that I want to mention just in case they could be causing this.
1) There have been a few power outages lately and because I had made a mistake in my UPS setup, the server was killed violently a couple of times. It always booted up fine with no issue however. Both the server itself and the dockerized immich.
2) I recently changed the path of the media library because I changed the mounting point of my drive.
None of these issues however coincided with the appearance of the iOS app problems. At least from what I remember.
2) I recently changed the path of the media library because I changed the mounting point of my drive.This is just the UPLOAD_LOCATION path right?
Yes sorry should've clarified. I only changed the
UPLOAD_LOCATION variable in the .env file.that shouldn't cause the issue we are seeing
^ can you try this?
Nothing out of the ordinary. Comments & likes are enabled but I think that's default, right?
yeah'
It's not shared with anyone no.
http://you-instance:2283/albums/78ffa5cf-3aec-4c42-9050-3317ea10a6ac/6981e86a-a45b-4cda-bed3-62c179ea3c73
can you go to this and try to remove that asset out of the album and see if the sync will sucessWhen trying to navigate I get this error:
Not found or no asset.read access - 400
Ut@https://my-instance/_app/immutable/chunks/DnFnfazg.js:1:6045
At@https://my-instance/_app/immutable/chunks/DnFnfazg.js:1:5949
interesting
Do you use partners sharing feature?
No, never tried it.
I do remember (with 90% certainty) the last asset that was properly synced without issue if that is of any help.
Also, if deleting the album entirely would fix the issue I have no problem doing that it's just the "Recents" album from the iOS Photos app.
Let's try that
@jrasm91 do you have any thought on how this can occur?
Oh, that did indeed fix it!
Wow and memories are back as well.
Didn't even need to log out haha just restarted the iOS app
yeah this is the issue with somehow the sync event send identical record to the one that is already in the database
so there is a bug somewhere
Yes, everything is back to normal. Videos, map etc. are all working again!
I'm not really sure what we're seeing here. The error message doesn't seem right for an album detail url.
Just out of curiosity I tried syncing my albums (by taping on the "Organize into albums" button at the backup options) and the "Recents" album is stuck at 1315 items even though according to immich it contains 4055 items on my device.
oh opps
can you share the app log now?
there should be error message if it stucks there
My problem can be considered solved btw, I'm just mentioning it in case I can be of any help for fixing this bug.
Indeed there is.
can you toggle the sync album off/on again
then press on the Organize into albums button
Nothing changed. Just to clarify, I went into the album selector, I deselected the two albums I was syncing previously, closed the app and then opened it again, selected the albums again and pressed organize into albums
can you
1. Disable sync album feature
2. Deselect the albums
3. Reselect the albums
4. Enable sync album feature
5. Tap "Organize into album"
Just did exactly that.
Still stuck at 1315 items.
same error message?
Yes it seems:
thanks
Let me know if there's anything else I can do to help!
Can you send the whole mobile log? you can export and attach them here
Sure give me a moment. I can open a github issue as well if that's easier to manage.
Yes, that would be helpful
thank you
Actions taken:
Cleared the logs
Exited the up (swiped it up)
Opened the app again
Disabled sync album feature
Deselected the 2 albums I was previously syncing
Reselected the albums
Enabled sync album feature
Tapped "Organize into album"
Sure! I'll do it in a minute.
Wait. I just now noticed. The album doesn't appear on the web version of immich.
The "Recents" album is only listed in the iOS app and I can't find it through the web version.
(same account of course)
let's try sign out and sign back in
then go through the sequence of reenable the album sync feature
Now it has synced 4024 items and now the album also appears on web.
No errors in the logs as well.
But theoretically Immich shows the recents album has 4055 items
yeah the it show the duplicates asset count in there
Oh okay. So everything's good now, right?
Yep
something caused the original issue that leads to a bunch of unexpected result
we will need to revisit this
Awesome! Thank you so much again!
Should I open a github issue to track it?
With no clear reproducing steps, I think it won't be as helpful
if it ever happens again, can you help reach out to us?
Yeah, I'll sure do! If anybody else ever has this issue or if I can be of any help at any point regarding this, feel free to ping me as well!
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indeed it solved the problem
thx!