Category
Troubleshooting

Known Issue: Red Triangle On Folder of iOS Devices

In some instances, Mylio may display a red triangle in the top corner of all folders in your library. In these cases, if no action has been taken (such as trying to delete all folders), then this error can...

Mylio for iOS Taking Up Large Amount of iCloud Space

With iCloud, Apple allows you to protect your Mylio application, including previews and thumbnails, directly to the cloud. This is helpful if your iOS device is lost or stolen. However, doing so may cause Mylio to take up more...

Known Issue: Deleted devices resurrected when upgrading account

In some instances, devices that were once deleted may be displayed in the sync panel or device map as active devices that are out of sync. This issue may become more apparent when upgrading your account to a new...

Error Message: C:\Program Files\WindowsApps\Microsoft.HEVCVideoExtensions… is either not designed to run on Windows or it contains an error

Windows 10 may display the error message… “C:\Program Files\WindowsApps\Microsoft.HEVCVideoExtension_1.0.2512.0_x64_8wekyb3d8bbwe\x64\hevcdecoder_store.dll is either not designed to run on Windows or it contains an error. Error status 0xc0000428” …if you are attempting to import HEVC video files into Mylio on a Windows 10...

Updating Mylio

In some instances, you may be required to manually update your Mylio client. Updating Mylio is an easy process that will not result in any data loss. Please see your operating system below to learn how. Mac Visit http://mylio.com/download...

Known Issue: Search modifiers may not return expected results

In some instances, search modifiers may not result in the expected search criteria being met. We are aware of multiple issues surrounding search modifiers and are looking into resolutions. Known issues include… Event searches may return full media collection....

Troubleshooting: HEIF and HEVF (Apple’s High Efficiency Formats)

Mylio supports the importing and syncing of Apple’s High-Efficiency Image Files (HEIF) and High-Efficiency Video Files (HEVF) on iOS devices that are running iOS11 and Mylio 2.4 (4212) and newer as well as Mac computers running High Sierra (10.13)...

Troubleshooting: Videos have thumbnails for unrelated media

In managing your library, Mylio will stack files that are in the same folder. This is great when a RAW image has a JPG associated with it as Mylio will display these two photos as one picture. However, in...

No Sound on Video Playback

Mylio for iOS uses iOS’s built-in video player when playing back synced videos within Mylio. The system video player obeys the Ringer/Mute switch on the side of the iPhone (or in the Control Center for iPads) for audio playback....

Troubleshooting: Windows Firewall Prohibiting Mylio From Syncing

Some Windows users may run into issues that prevent them from syncing between devices. Often, this is due to Windows Firewall not allowing traffic from Mylio to communicate with other local devices. This article will walk you through downloading...

Troubleshooting: Importing Apple Photos, iPhoto or Aperture Libraries to a Computer That Does Not Have Enough Internal Storage

If you’re an iPhoto, Photos or Aperture user and transitioning to Mylio, you may find that you do not have enough space on your internal drive to fully import your library. Since Mylio requires that you copy the images...

Error Message: “Failed to get access to path.”

In some cases, Mylio may display that it is unable to get access to a specific file path. This happens when Mylio does not have permission to access a set of files or folder that it is referencing. Generally,...

Troubleshooting: Manually Adding GPS Data to Photos Outside of Mylio

Mylio’s Places feature reads your photos metadata to find GPS coordinates and automatically sort your photos. In some instances you may wish to add GPS data to your photos so that Mylio can sort them. This functionality is planned...

Error Message: “Connectivity Issues with Bonjour”

Mylio uses a common background service called Bonjour to broadcast and connect devices on the same network. In some instances, Bonjour may not run properly causing your devices to not display in the sync panel or device map. In...

Troubleshooting: Using Android’s Adoptable Storage with Mylio

Note: This process will link the SD Card to your Android device, and it will not be able to be used with other devices. Note: Some Android devices will not support “Adoptable Storage” and will not display the settings...

Troubleshooting: Manually Created Locations Are Not Viewable in Places View

If you have previously used Mylio’s Locations view to create manual locations for photos that do not have GPS data, this information will not transfer to Mylio’s Places view. Places view will automatically create the needed places off of your...

Troubleshooting: Unable to email on Windows 10

In some instances, users on Windows 10 may be unable to email photos or other media from within Mylio. You may receive an error message “No default mail client”, or similar. Generally, this issue is caused by Windows 10...

Error Message: “Your Drive Storage Quota has been Exceeded”

If an external cloud service is being used as a protection location for your library, Mylio will protect all original images to this location. By default, this service may not include enough data to protect your full Mylio Library....

Known Issue: Unable to Alter Account Details On Certain Android Web Browsers

Users may have issues altering their account details using certain Android web browsers. To ensure that your account details are changed properly, please use the stock Android browser or change account details using a traditional computer. Browsers with known issues...

Troubleshooting: Mylio on Windows with Unsupported Graphics Card or GPU

In some instances, a windows laptop or desktop machine may be using a graphics card that is not supported by Mylio. This can cause a range of issues from slowdowns to full Mylio crashes. If you are experiencing crashes...

Troubleshooting: Countries Where Mylio is Available

Mylio is currently available in over 40 countries across the globe. A full list of countries where Mylio is available can be found below… Argentina Australia Austria Belgium Bulgaria Chile China Croatia Cyprus Czech Republic Denmark El Salvador Estonia Finland...

Troubleshooting: What is Cache and How Do I Clear It?

Mylio’s cache is designed as a temporary holding area in case photo sync policies are adjusted accidentally, or photos are temporarily stored on that device to be moved elsewhere. Photos that are cached are designated with a green squiggly...

Known Issue: Removed People Tags in Mylio are Re-added When Lightroom Reads Metadata

When using a watched or Lightroom folder in Mylio to a Lightroom library you may experience issues when removing people tags in Mylio. For example: If you have tagged a person in Lightroom, and then remove the tag in...

Troubleshooting: Blue or Red Graphical Distortion On Image

Mylio includes an editing tool that quickly identifies if a photo is over or under exposed. These areas of exposure are marked with graphical distortion, or red/blue blotches on your photos. To toggle this on or off, open Mylio and...

Troubleshooting: Mylio System Requirements

Operating System Requirements Mac Mavericks (10.9+) Yosemite (10.10+) El Capitan (10.11+) Sierra (10.12+) Windows  Windows 7 (Requires Windows 7 Service Pack 1) Windows 8 Windows 8.1 Windows 10 Windows 10 Anniversary Edition iOS iOS 9 iOS 10 Android Please note:...

Error Message: “One or more catalog are corrupted”

When using Mylio, your catalog may become corrupted from a variety of reasons including unclean shutdowns and application/computer crashes. This article will walk you through catalog recovery in the event that your catalog is corrupted. The catalog recovery process will...

Mylio and CaptureOne

As of this time, Capture One is not part of our import, export or editing process. The interoperability between both applications would have to be on the file system level. With that being said, changes made to a local copy...

Known Issue: SD Cards Not Supported On Android Devices

Some Android users would like to be able to utilize external storage for their Mylio Library on their Android devices. At this time Mylio is not compatible with SD cards and must be stored internally on the device. Mylio is...

Known Issue: Mylio Displaying Black Thumbnails on iOS After iOS Upgrade

Mylio may display black thumbnails in place of their images in Mylio for iOS after upgrading iOS. This issue is often resolved by simply restarting your iOS device and relaunching Mylio.

Known Issue: Mylio and macOS Sierra’s Storage Optimization

macOS Sierra includes an option that will automatically optimize storage on your local drive by removing data and storing it in iCloud. When this happens, Mylio loses access to the original file, resulting in Mylio not seeing the photo is...

Known Issue: Cannot Rename Device

At this time users on Mylio’s free plan are not able to rename their devices due to this feature requiring the access to the cloud. When attempting to rename a device on Mylio’s free plan, the name of the...

Troubleshooting: File Type Support

Mylio supports a wide range of photo, video, and document formats. The table below outlines if a file type is supported and its level of compatibility. File types can have five levels of compatibility… Import: These file types can be imported into...

Troubleshooting: RAW Camera Support

Mylio supports an ever-growing number of RAW file types. Below is a list of cameras that are officially supported by Mylio. Canon   Leica   Fuji   Nikon   Olympus   Panasonic   Pentax   Samsung   Sony

Troubleshooting: Removing Mylio, or Parts of Mylio, From a Machine

Mylio, like most applications, has four main parts: The application, the content, the application data, and the account. This article will show you how to remove individual parts of Mylio from your machine in instances where you might want to...

Troubleshooting: Password Policy

Using secure passwords are the best way of keeping your photos and data in Mylio safe. Mylio has specific password guidelines to ensure the safety of your photos: Passwords must contain at least six characters, including one upper case...

Troubleshooting: Reset Mylio password

We all forget a password every now and then. Don’t worry. Resetting the password for your Mylio account is easy. Navigate to Mylio.com and select ‘Sign In‘ at the top right of the page Select ‘Forgot Password?’ at the...

Troubleshooting: Format External Drives to Work With Mylio

External drives allow for many different configurations that may work in some situations but not others. This guide will walk you through the basics of reformatting a drive and how to best format it for your setup. Please note:...

Troubleshooting: Mylio and privacy

Here at Mylio we take privacy seriously. From your name and email to your photographs, we work hard to ensure that your information is safe.  When discussing privacy with our users, the conversation often turns to the cloud. A...

Troubleshooting: Send Info to Mylio

While troubleshooting with a Mylio representative you may be asked to send logs to help solve an issue. Logs may include information about your library and recent actions that you have made. It does not include any photos (except a...

Troubleshooting: Updating Mylio

Mac / Windows Keeping Mylio up to date means that you always have the newest features and tools at your finger tips. If an update for Mylio is available, you will be prompted to install the update automatically. If...

Error Message: “Your device only has a Thumbnail of this photo, which can’t be edited.”

If you receive the message “Your device only has a Thumbnail of this photo, which can’t be edited.” when trying to edit a photo, this may mean the device you are currently using does not have the proper sync policy...

Troubleshooting: Using Mylio with iCloud Photo Library

iCloud Photo Library, the photo-syncing system by Apple, is known to make changes to your photo library that may cause issues within Mylio. Users who have turned on iCloud Photo Library’s “Optimize” option have reported compatibility issues ranging from error messages to black...

Troubleshooting: Reset Editing Presets to Default State

If your presets have been altered and you wish to revert them to their default state, this can easily be done from within Mylio’s Settings. Please note that perform this action will… Remove any user created custom presets Revert any...

Troubleshooting: iPhoto Library Not Listed or Greyed Out When Trying to Import

Your iPhoto Library may not be automatically detected by Mylio when using the iPhoto import tool. You can use the “Other Library…” option to manually locate the iPhoto Library. Please note: if using the “Other Library…” option you will...

Troubleshooting: Photos Library Shows as 0 Photos When Running Photos Import

In some cases, Mylio may show your Photos Library as having no images to import when using the automatic photo import tool. This can generally be resolved by adding a “.photoslibrary” extension to the Photo Library. This can be...

Troubleshooting: Files Skipped During Import

You may encounter certain errors after attempting an Import with Mylio. Import errors are displayed as a blue banner stating that Mylio has skipped files. This banner is displayed after an import has completed. By clicking on the banner, you are able to...

Troubleshooting: Deleting an Account

Deleting your Mylio account will remove your email address and password from the Mylio system and delete any data stored with Mylio. Please note that this process is permanent and, if you wish to use Mylio again, you will...

Troubleshooting: Mylio Running Slowly or Causing Other Processes to Run Slowly

If Mylio is running slowly or causing other applications on your machine, toggling to ‘Better Performance’ may help. By selecting ‘Better Performance’ Mylio makes behind-the-scenes changes as well as minor animation changes that may increase performance. This option may...

Error message: “Storage available to Mylio is almost full”

At times, Mylio may display the error message “Storage available to Mylio is almost full”. This banner indicates that the drive in which Mylio is saving photos may be running out of space. If you are receiving this error...

Known Issue: Kaspersky / Panda Antivirus Prohibit Installation and Updating

Certain Windows users may receive warnings from their anti-virus softwares that Mylio is a threat to their machines. Currently, we have recorded instances for this for both Kaspersky Antivirus and Panda Antivirus. If you are installing or updating Mylio...

Error message: “Storage available to Mylio is almost full” on mobile device that has storage available

Mylio never wants to compromise your mobile experience, so we ask it to never take that last bit of precious storage on your mobile device. By default, Mylio will not use the last 1GB of free space associated with...

Troubleshooting: Unable to Sync Photos Between Devices

Mylio will transfer photos and edits between your devices whether you’re syncing just  thumbnails, previews, or full originals. If your devices are not receiving or sending photos and edits to your other devices, follow the steps below and you...

Known Issue: Amazon Cloud May Not Upload Large Files

In some instances, Amazon Cloud may not sync and protect files that take longer than expected to upload as it causes a timeout error with Amazon. This is a known issue with Amazon Cloud and it is recommended that users...

Troubleshooting: Blank Black or Gray Squares In Mylio

When first using Mylio, or while adding new photos to Mylio, you may see blank black or gray squares (called ghost images) in place of your photos. This happens if Mylio has not fully synced and is still receiving...

Troubleshooting: Signing in With a Different Facebook / Social Account

Mylio uses your web browser’s cache and cookie system to hold the username and password for your social accounts. If you would like to sign in using a different account you can do so by clearing the cache for your operating...

Troubleshooting: Flush Catalog On Every Write

Mylio includes an advanced setting called “Flush catalog on every write” that may help catalog corruption issues in earlier versions of Mylio. This option makes no visible changes to Mylio, but changes how information is written and parsed within...

Error Message: “The program can’t start because api-ms-win-crt-runtime-l1-1-0.dll is missing from your computer” on Windows

Some Windows users may receive the error message “The program can’t start because api-ms-win-crt-runtime-l1-1-0.dll is missing from your computer. Try reinstalling the program to fix this problem.” when launching Mylio. Windows 7 If you receive this error message it may...

Troubleshooting: Setting Up Mylio On a Replacement Computer or a Fresh Install

Mylio is designed to keep all of your devices in sync, and thus contains a catalog which is constantly updated when Mylio is open and running. Because of this, restoring Mylio after a fresh operating system install, or restoring Mylio...

Troubleshooting: Understanding Photo DPI / PPI

DPI is the measurement of dots per inch when printing a photo. Many photo printers still require a photo to be measured at at least 300 DPI. In reality, the term “DPI” does not directly apply your digital photos,...

Troubleshooting: NAS Continually Shows as Offline

Mylio’s relationship with NAS devices is not unlike that of a USB device, though it does not allow for the switching of “host” computers. This means that, when setting up a NAS, you are dictating that the device used to...

Error Message: “You have reached your maximum device limit”

Each Mylio subscription allows for a set amount of devices to be registered to your Mylio account at any time. If you receive the error message “You have reached your maximum device limit” when signing into the Mylio application,...

Error Message: “Account Locked” or Variations of “Account Locked”

In some instances, Mylio may display an error message that includes “Account Locked”. This generally happens during a task that requires communication with the cloud. If this message is displayed, your account may have experienced a temporary disconnect from...

Troubleshooting: How to Reset Educational Messages

In some instances, Mylio may display education messaging to help you better understand a feature you have selected. These messages are viewable one time and, when dismissed, will not be shown again. If you wish to reset educational messaging...

Known Issue: Cannot import Photos Library using macOS Sierra

Apple’s macOS Sierra includes functionality that allows iCloud to continually watch your Photos Library for opportunities of optimization. However, this functionality interferes with Mylio’s ability to copy data out of Photos and into Mylio when using Mylio’s Photos Import...

Troubleshooting: Add External Drive Window Displaying Randomly

In an effort to protect your photos, Mylio will detect any newly attached drives and display a setting that asks if you would like to use this drive as a Mylio Device. By adding the drive, you will be...

Troubleshooting: Understanding Mylio’s Advanced Setup Options

When signing into Mylio for the first time some users may wish to alter some of Mylio’s automatic setup options. Before signing in, advanced users are given an opportunity to do so by clicking the gear icon in the...

Troubleshooting: Fixing Unprotected Images

In some circumstances, Mylio may display images as “unprotected” in the protection bar or the sync panel. This means that your photos are not on multiple devices and are susceptible to data loss. If some images are listed as...

Troubleshooting: Videos Not Playing Back Properly On Android Devices

Mylio for Android relies on Android’s core video playback system to play videos in Mylio. Some videos may import into Mylio and sync between devices, but not play back on Android as expected. This can include… Media plays sound...

Troubleshooting: Deleted Folder or File Reappears

In some instances, files deleted from Mylio may reappear in your library after a short time. This may happen if you are using an external drive that was once used in conjunction with Time Machine drive on Mac. This may occur even if...

Troubleshooting: Mylio Not Staying Up To Date, Updating Catalog, or Has Different Photo Counts On Devices

This article may help Mylio fix syncing issues if your library is exhibiting any of these behaviors… Devices are online but not syncing and there is no activity in the sync panel. Updating from Catalog not making progress. Mylio...

Troubleshooting: Mismatched Catalogs in Mylio

In some instances, you may notice the following symptoms in Mylio: Total media count between devices do not match Certain tasks remain “pending” or make no progress in the Activity Panel Folder and photo counts are different across devices...

Troubleshooting: Mylio Action “Moving folders / files on disk” or “Sending to…” is Constantly Displayed in Activity Panel

This article may help Mylio fix syncing issues if your library is exhibiting any of these behaviors… Mylio displays “Moving Files on Disk” continuously in the sync panel with no progress or with looping progress Mylio displays “Moving Folders...

Error Message: “You have reached your photo limit”

Each Mylio plan allows for a specific number of photos to be imported into the system. If you have reached that number, you may need to a different Mylio plan in order to import additional photos. You can learn more...

Troubleshooting: Mac Laptop Continues to Run When Mylio Is Running and Lid Is Closed

In some instances users with Mac laptops may notice that their computer continues to operate and not sleep as expected when Mylio (or any application that accesses a wireless network) is running and the lid is closed. This is...

Troubleshooting: Mylio and Apple’s Live Photos

Apple’s Live Photos is a unique format that allows a photo to be taken with a short video and stacked into a single file. Currently, this format is not supported by Mylio. If a Live Photo is taken and...

Error Message: “This feature is not available in your version of Mylio”

In some instances you may attempt to use a feature that is not available in your version of Mylio. Mylio currently offers three plans, each with their own feature availability. If you receive the message “This feature is not...

Troubleshooting: Images Display In iOS Photos but Not In Mylio

In some instances, users may find images in the Photos app on iOS that are not being displayed in Mylio. This may be due to iCloud Photo Library not transferring full, original images between devices. Generally, iCloud Photo Library...

Understanding Mylio for iOS

Mylio for iOS (iPad, iPhone, iPod Touch) is a fully featured version of Mylio that gives you all of the benefits that Mylio has to offer, all for free. Unlike other devices, iOS devices offer… Up to 12 iOS...

Understanding Mylio for Android

Mylio for Android is a fully featured version of Mylio that gives you all of the benefits that Mylio has to offer, all for free. Unlike other devices, Android devices offer… Up to 12 Android devices or as many Android...

Troubleshooting: Folder(s) Say ‘Missing’ on Cover

There are instances where Mylio can lose track of the location of folders. This can be due to folder name changes, drive name changes, or movements in the file system from outside of Mylio. When Mylio notices a change...

Troubleshooting: Unable to Email PDF on Windows 8

Users running Windows 8 or 8.1 may receive the error message “There is no email program associated to perform the requested action”. This is a known Windows issue that prohibits the emailing of PDFs using the default Windows mail...

Troubleshooting: Moving the Location of Your Mylio Library

In some instances, your photo library may be much larger than your computer can store, or may have been placed in an undesirable location during set-up. Luckily, Mylio can make it easy to free up space on your computer,...

Troubleshooting: Re-provision an External Drive as a Mylio Device

If you wish to add a previously used Mylio Device as a new Mylio Device, you may need to remove the previous instance of the device in Mylio to be able to do this. There are multiple steps to...

Known Issue: Some or All Media Not Importing From Flickr

In some instances, Flickr may not reliably download original videos using the ‘Flickr’ import option from Mylio’s import menu. This is due to a Flickr backend issue and not an issue with the Mylio client. Because of this, it...

Troubleshooting: Edit in Lightroom Does Not Work

If you are using the ‘Edit in Lightroom’ feature and Lightroom is not responding or no action seems to be taken by Mylio, please ensure that you have an ‘Original‘ copy of the photo on that device. Mylio is...

Troubleshooting: Reset Faces On Specific Image

If a photo is accidentally ignored, or has is misttaged by Mylio, these steps will force Mylio to rescan the photo and allow fix known issues. Note that this does not untag previously tagged faces. Open Mylio and locate...

Troubleshooting: Open With… Function Does Not Contain Expected Application

In some instances, the ‘Open With…’ menu may not display an application that you expect to be available to edit photos. Mylio uses your operating system’s “Open With” option to determine which applications should be placed in this menu....

Troubleshooting: Resetting Your Account and Starting Over in Mylio

In some instances, you may wish to completely reset Mylio and start from scratch. Doing this will… Delete all information from Mylio’s cloud Unregister all devices from your account Log you out of Mylio on all devices Remove all...

Known Issue: Facebook Albums Containing Videos Not Importing

In some instances, user’s importing with Mylio’s Facebook Import tool may be unable to import albums that contain videos. We are aware of this issue and working on a fix for a future version of Mylio. Facebook’s support forum...

Known Issue: Double Face Detection Ovals

In some cases, Mylio may display more than one face detection oval on a photo. This may happen if Mylio has detected the same face on multiple devices. This issue can be fixed with the following steps… Removing Duplicate Face...