Hello Customer,

Thanks for using our app and i am truly sorry for the late reply due to traditional festival. It will be appreciated for your generous forgiveness and kind understanding. This is Dorothy and i hope to be able to help you!

Given this situation, would you please give below suggestions to solve this issue?

Method 1: Please kindly send log file to cs@imobie.com for better analysis?

Method 2：Please search and download AnyTrans App from App Store 

1. Please search AnyTrans app from App Store and download & install it on your device.

2. Please open browser on your computer and visit link below:

http://anytrans.io

3. Use AnyTrans app to scan the QR code on the web page for establishing connection between device and computer.

4. Please select photos you want to transfer > Click Download option.

Please kindly tell me whether it works for you or not.

Thanks for your kind feedback in advance.

Best regards,

Dorothy