Failed photo import from file

[DarrenBeckstrand]

A user of one of my surveys has reported that the option to import a photo from file is not always working on their IPhone 12. The user can press the folder icon to open a browser and select a photo, but when the screen returns to the app, there is no thumbnail of the selected photo. This issue only occurs for some photos, and many photos do show up as a thumbnail in the app.

I had first considered that the issue may be due to filename or file size, but all photos have the same filename structure (IMG_####.JPG) and photos that work/don't work cannot be separated by file size (i.e., 4MB to 8MB did not work, 6MB worked).

I next tried importing the photos on an IPhone XR. All photos, regardless of whether they had worked/not worked for the IPhone 12, imported correctly on the IPhone XR. It seems to me like there might be some incompatibility between the Survey123 and the IPhone 12.

Has anyone else run into a similar problem? I'm not sure which step to take next.

Thanks!

[ZacharySutherby · Accepted solution]

Hello @DarrenBeckstrand, 

Please ensure the user has provided Survey123 access to all photos in the iOS settings. Usually if access to all photos hasn't been granted the user wont be able to select the photo but I wonder if it's an OS permission issue that's preventing Survey123 from importing the photo. 

[zaynakbar]

Please check the iOS settings to see if the user has allowed Survey123 access to all photographs. I wonder if there is an OS permission issue stopping Survey123 from importing the photo. Normally, if access to all photographs has not been granted, the user will not be able.

Regards PicsArt Old

[NicjealMaster]

It's possible that the issue with importing photos from files on an iPhone 12 is related to compatibility between Survey123 and the phone's operating system or hardware. One option to troubleshoot the issue is to check for any updates to Survey123 that may address this issue.

Another potential solution could be to suggest the user try using a different browser to import the photos. Sometimes certain browsers can have compatibility issues with certain websites or applications. Alternatively, the user could try using a different device to import the photos.

If none of these solutions work, it might be worth reaching out to Survey123's support team to see if they have any additional troubleshooting steps or if they are aware of any known issues with importing photos on an iPhone 12. They may be able to provide further assistance in identifying and resolving the issue.

Thanks

NicjealMaster