Troubleshooting

Important - read this first!!!

Before doing anything else, please check the following:

    1. Check that location services are enabled for PhotoRaw, as discussed under "Could not get access to the library" below.
    2. The page on memory management describes the symptoms of low memory, and what you can do about it. Please check the symptoms described.

Some possible problems and solutions are:

My images don't show up in the Import from Photo Album screen?

There's a checklist checklist for the common image import problems on this page.

I have images on my SD Card/camera, but I can't import them into Photo Album with the Camera Connection Kit?

As a security measure, the Apple Camera Connection Kit will not transfer images from cameras that it doesn't recognize. See this page for more information, and alternate ways to transfer files.

Import operations are very slow

If virtual memory is enabled, and your device is running low on memory, PhotoRaw will spend more and more time paging data to the flash drive. This is very slow, and will slow down import operations dramatically. See the Managing Memory page for suggestions on freeing up memory.

"Could not get access to the library" Error message

iOS enforces a strict permissions systems for access to the Photo Library; unless you explicitly grant access, PhotoRaw will not be able to import images. iOS does this by asking for permission to access location services. If you answer "No" to a request for this access, image imports will fail with the error message above. You must answer "Yes" to enable PhotoRaw imports.

If you have already answered "No" to the location services prompt, do the following:

    • Go to your device's "Settings" app
    • Select "General"
    • Select "Location Services"
    • Move the toggle switches for both "Location Services" and "PhotoRaw" to on.

PhotoRaw quits while importing a raw image

Set virtual memory is to "Always On".

PhotoRaw quits while exporting to JPEG

Firstly, check that virtual memory is set to "Always On". If PhotoRaw still quits while exporting, then your device ran out of memory. Try again, selecting a lower pixel resolution, and set JPEG Quality to "Default" - the "Default" quality setting optimizes the export operation to the size of available memory.

"Email is not configured." Error message

In order to send email, you must have previously configured an email account. Do so, and try again.

Getting help

The best way to contact us is via the PhotoRaw app's "Contact Us" function in the help screen, or email us via the address on the Contact Us page. You can also directly post questions on the Contact Us page.

Reporting bugs

The best way to report bugs is via the PhotoRaw app's "Contact Us" function in the help screen. If you use this, then PhotRaw will attach an error log that usually will allow us to assist you a lot more effectively. Alternatively, you can report bugs/problems via the Contact Us page. Please give us full details of the sequence of events that led to any problem.