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Can’t find your photos online? Check your device!

I can not find my photos?  Where are they?

Pruvan Support Admin Answered

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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 on the device and click Choose Projects. On the bottom right corner of the Projects page is an arrow pointing up which will take you to the upload list. The photos will have one of three statuses: upload complete, upload pending, and upload failed.

  • 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 Purge the photos from the upload list.
  • 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.
  • Upload Failed: There are two reasons that photos can fail to upload.
    • Pruvan tries to upload the photos 6 times but if we are unable to upload them the photos will fail. We do this to save you on battery life and data costs. Once you are in a good data area or your device is connected to wifi open the upload list, select the photos that failed and click retry. You photos will being uploading immediately.
  • If the failed upload status also reads ‘could not read file path’ then the photo was deleted off of the SD card on the phone. This means that the photos are permanently failed because the files that we are trying to upload were deleted. Make sure to manage all of you Pruvan photos on the Pruvan app.

Connected to Pruvan Servers?

Pull down Android notification bar and if you see PRV: Connected to Pruvan server, this means your device is properly configured, connected to the Internet, and communicating with Pruvan Servers.

  • If you do not see this message, photos will not transfer until connected to Pruvan servers.
  • To get connected, follow these steps in order until you are connected to Pruvan servers.
    • Verify a reliable Internet connection and exit then restart the Pruvan Mobile app. To exit press the back button then when asked to Exit Application press “Stop All Services” then restart Pruvan Mobile and wait for “Connected to Pruvan Server”
  • ii) If connected to the Internet and restarting the Pruvan Mobile app does not succeed, exit the Pruvan Mobile app (Stop All Services) and power off your Android Device.  Remove the battery to ensure your device is powered completely down and wait 30 seconds before reinstalling battery and powering up your device.  Wait for your device to fully power up.  To determine if the device is fully operational attempt to connect to  http://pruvan.com using your phone browser.  If this is successful then launch the Pruvan Mobile app.  You should see the notification window report “Connected to Pruvan server”
  • ii) If this fails, please make certain your device is connected to the Internet and data transfer to Pruvan is not being blocked.

 Check Pruvan Settings

If you have verified that the device has a good data or wifi connection then there may an incorrect setting checked in Pruvan. Open the Pruvan app on your phone and click the Settings button (Slider Icon on top right corner of Main Log-in screen)

  • Settings set to transfer only on WiFi Only?  This will prevent photos from transferring unless connected to WiFi network.
  • Settings set to transfer only on Charging Only?  This will prevent photos from transferring unless the device is connected to a charger.

 Manually access Pruvan photos on device

If you have tried all of these steps but the photos are still not uploading please contact Pruvan support. Submitting a Support Request from the device that the photos are stuck on will speed up response time, but if support volume is high we may not get back to you immediately. If you need the photos right away you can always pull them off of the device manually. 

Pruvan Photos that are not damaged or deleted can be recovered from the SD card by plugging your device into a PC and mounting 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.

 

 

 

 

 

 

iPhone Devices

Check Pruvan Upload list on your device.

Open the Pruvan app on the device and click on the small blue arrow next to ‘# uploads pending’. This will take you to the upload list. The photos will have one of three statuses: upload complete, upload pending, and upload failed.

  • 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 Purge the photos from the upload list.
  • 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.
  • Upload Failed: There are two reasons that photos can fail to upload.
    • Pruvan tries to upload the photos 6 times but if we are unable to upload them the photos will fail. We do this to save you on battery life and data costs. Once you are in a good data area or your device is connected to wifi open the upload list, select the photos that failed and click retry. You photos will being uploading immediately.

Connected to Pruvan Servers?

If you do not see “Waiting for Network” on the Main log-in screen this means your device is properly configured, connected to the Internet, and communicating with Pruvan Servers.

  • If you see “Waiting for Network”, photos will not transfer until connected to Pruvan servers.
  • To get connected, follow these steps in order until you are connected to Pruvan servers.
    • Verify a reliable Internet connection and exit then restart the Pruvan Mobile app.
  • If connected to the Internet and restarting the Pruvan Mobile app does not succeed, and power off your iPhone Device completely by pressing and holding the power button until you see a red arrow saying Slide to Power Off.  Power off your device, wait until completely shut down then power up your device.  Wait for your device to fully power up, then launch the  Pruvan Mobile app.  You should see Pending Photos begin transferring to your Pruvan account.
  • If this fails, please make certain your device is connected to the Internet and data transfer to Pruvan is not being blocked.

Check Pruvan Settings

Pruvan Mobile ->Settings (Gear Icon on Main Log-in screen)

  • Settings set to transfer only on WiFi?  This will prevent photos from transferring unless connected to WiFi network
  • Settings set to transfer only on Charging?  This will prevent photos from transferring unless charging.

Manually access photos on device (Last step)

If unable to connect iPhone device to Pruvan servers via the Internet to transfer photos, any photos stored in the Pruvan App can be recovered using iTunes. Visit our Get Pruvan photos off the App using iTunes page for more information on how to do this.

Need to talk with an expert? Get the Fastest response by  Opening a Support Ticket or call us at 512-244-9511 M-F 9am-5pm CST, press 3 for our help desk and leave a message if we are not available.  Support Tickets are answered first, and then voice messages are answered in the order received during business hours.

Kim Ruiz

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