App not syncing with cloud; stuck on "Getting your photos..."

Erikw,

 

unfortunately Google Photos does not have any user facing support so we have to try to build a case for possible submission as a bug. Even if we do that then unless we can reproduce the problem there is very little hope of getting any action within a reasonable amount of time. Sometimes never. I don't think it's not for want of trying, but the team is small and they have many priorities.

 

Lets see if we can narrow things down.  Could you open the Photos app and tap the 3 bar menu: Your email address: and select Use without an account.  The app should act as a standard gallery in this mode and you should be able to see all photos on the device.  Let me know how things look in this state, how many photos you have internal or on SD, how many videos internal and SD, and whether you can scroll through every one without any problems,

 

Thanks,

Peter

Hello PeteranDi!

Thanks for replying to my issue.

If I follow your instructions (3 bar menu > Use without an account) then I'm still stuck with the "Getting your photos...". The difference is that no images or video is shown at all. If I however kill the app and start it up again, then my local media files are shown about 300 images and a handful of videos

Note that showing and interacting with the phone local media was never a problem to start with in the original post of this thread.

If I then from this state go back to 3 bar menu > Chose an account > and select my Google account > Enable Backup & Sync, then I'm back to the original reported problem in this thread i.e.  stuck on "Getting your photos...", while being able to browse all local media but non of the media storied in the cloud.


Even if their team is small, they have to look in to the real problems their users are experiencing. I'm obviously not alone with this problem, I see it reported all over the Internet.

A factory reset will delete all local content, you can backup and restore messages and app settings via Android settings (System), but the photos would have to be moved off the device, possibly via USB to a computer or you could get a free account with Dropbox or OneDrive and install the app with the setting Camera upload enabled.

Correct, Oneplus 7 does not have an external SD card, only internal memory.

This is what i thought as well, so I delete ALL local media to make sure that there could be not troublesome files. I even manually deleted the DCIM directory. However this made no difference.

I'm a bit hesitant to do a full factory default, as this is basically one full day's worth of work to set up my phone again, even though most apps have sync or backup to the cloud, there are still lots of details in configuration that makes it not reasonable to do a factory default just like that.

Update; after a factory reset, Google Photos started to work again.

Completely disastrous that a factory default should be needed.

Yes, wish it was a different story. Thank you for the update, much appreciated, Peter