PRUVAN SUPPORT CENTER

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Why aren't my photos uploading?

If you are having a hard time finding your photos online, don’t panic. Pruvan processes hundreds of thousands of photos a day and we are 100% confident that we do not lose photos. If the photos are not on your online account then they are still on the device that took them. Here are the reasons why the photos may be stuck on your phone and not uploading to your Pruvan online account.

 

Android Devices

Check Pruvan Upload list on your device. 

Open the Pruvan app and tap Choose Projects. On the bottom of the Project list is the Gallery icon (mountain scene) which will take you to the Upload Log. All of your photos will be listed here and have one of the following statuses:

  • Upload Complete:  The photos have successfully made it to our Pruvan Servers. If the photos have a status of upload complete then we recommend that you Clean Up.
  • Upload Pending:  The photos are waiting for a data or wifi connection. Make sure to check your phones internet connection as well as the settings in your Pruvan app (wifi / charging only or uploads off).
  • Upload Pending Project Completion:  These photos are taken on a project that has not been completed yet, press the green button on this project to upload the photos.
  • Upload Failed:  Pruvan tries to upload the photos 6 times before stopping. We do this to save you on battery life and data costs. Once you have a solid data connection, open the Upload Log, and tap Retry All. You photos will being uploading immediately.
  • Upload failed, photo is damaged - One of 3 things:
    • Photos could not upload successfully to Pruvan and have stopped trying, tap 'retry all failed' in the bottom corner when there is a solid data connection to retry.
    • These photos are no longer on your phone's memory. They have either been deleted, renamed, or the SD card they were on has been removed.
    • The photos have been altered since they were originally taken and will not upload.
  • Upload failed, missing or empty required field(s):  This is due to a rare error that allows photos to be taken without required fields such as the Project ID.  These photos must be removed from the device manually and uploaded to Pruvan via the Pruvan Online web upload.

Check Pruvan Settings

Open the Pruvan app and tap the Settings icon (Slider on top right corner of the Log-in screen).

Under Upload Options:

  • WiFi Only Checked?  This will prevent photos from transferring unless connected to WiFi network.
  • Charging Only Checked?  This will prevent photos from transferring unless the device is connected to a charger.

Connected to Pruvan Servers?

Pull down the notification bar and if you see 'Connected to Pruvan server', this means your device is properly configured, connected to the Internet, and communicating with Pruvan's Servers.  If you do not see this message, photos will not transfer until connected to Pruvan's servers.

Follow these steps, in order, until you are connected to Pruvan's servers:

  • Verify that you have a reliable Internet connection, then exit and restart the app.  To exit; press the back button, when asked to Exit Application press “Stop All Services”, then open Pruvan Mobile, and wait for “Connected to Pruvan Server” to show in the notification drawer.
  • Exit the Pruvan Mobile app again and power off your device.  Remove the battery to ensure your device is powered completely down and wait 30 seconds.  Install the battery and power up your device.  Open your device's browser and go to http://pruvan.com.  If this is successful then launch the Pruvan Mobile app.  You should see the notification drawer show  “Connected to Pruvan server”.
  • Ensure that data transfer to Pruvan is not being blocked:
    • Open the (system) Settings App
    • Under Wireless and Networks, tap Data Usage
    • Locate and tap on Pruvan Direct
    • Ensure that 'Restrict Background Data' is not checked

Manually access Pruvan photos on device

Pruvan Photos that are not damaged or deleted can be recovered from the SD card by plugging your device into a PC and acessing the built in SD card in your Android Device.  Pruvan photos are stored in the PRV folder on your internal SD card.  Contact your hardware provider for instructions on how to connect your device to your PC and access the SD card.

Photos that have been deleted may still be recoverable by a data recovery tool.  If you are not sure how to use one, a small electronics repair shop should be able to help you.  Recovering deleted data is hit or miss, but it's worth a shot. 

How To Manually Retrieve Photos from your Device

iOS Devices

Check Pruvan Upload list on your device.

Open the Pruvan app and tap on the small blue 'i' icon next to ‘# uploads pending’.  This will take you to the Upload Log.  The photos will have one of three statuses:

  • Complete:  The photos have successfully made it to our servers. If all of your photos have a status of Complete then we recommend that you Clean Up.
  • Ready To Upload:  The photos are waiting for a data or wifi connection. Make sure to check your phones internet connection as well as the settings in your Pruvan app (wifi / charging only or uploads off).
  • Error:  Pruvan tries to upload the photos 6 times before stopping. We do this to save you on battery life and data costs. Once you have a solid data connection, open the Upload Log, and tap Retry All. You photos will being uploading immediately.
  • Upload failed, missing or empty required field(s):  This is due to a rare error that allows photos to be taken without required fields such as the Project ID.  These photos must be removed from the device manually and uploaded to Pruvan via the Pruvan Online web upload.

Check Pruvan Settings

Open the Pruvan app and tap the Settings icon (Gears on top left corner of the Log-in screen).

Under Upload Options:

  • Upload Photos Off?  This will prevent any photos from uploading
  • WiFi Only On?  This will prevent photos from transferring unless connected to WiFi network
  • Charging Only On?  This will prevent photos from transferring unless the device is connected to a charger

Connected to Pruvan Servers?

If you see “Waiting for Network”, photos will not transfer until connected to Pruvan servers.  If there is a pending photo count, it should be decreasing as photos upload, if not then follow these steps, in order, until you are connected to Pruvan's servers.

  • Verify a reliable Internet connection by opening your browser and going to http://pruvan.com.  
  • Force close the app:
    • Press the Home button to return to the Home Screen
    • Double-press the Home button to open the multitasking window
    • Scroll left / right and locate Pruvan
    • iOS 6:
      • Tap and hold on the Pruvan Icon until the icons start shaking
      • Tap the red '-' sign to close the app
    • iOS 7 - Swipe the Pruvan preview window up, off of the top of the screen to close the app
    • Press the Home button to return to the Home Screen
    • Tap Pruvan to re-open the app
  • Power off your device completely by pressing and holding the power button until you see a red arrow saying Swipe to Power Off.  Swipe the red marker to power off the device.  Press and hold the power button to boot the device, and wait for your device to fully power up.  Tap the Pruvan app.
  • Ensure that data transfer to Pruvan is not being blocked:
    • Open the Settings app
    • Tap Cellular
    • Under 'Use Cellular Data For:', locate Pruvan Mobile
    • If off, turn on

Manually access Pruvan photos on device

There are a few ways to access photos stored in Pruvan on an iOS device.  See this article for more information:

How To Manually Retrieve Photos from your Device

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