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Forum Discussion
Why do I get a notification that my iPhone is locked when plugging it in to sync files and photos?
When I plug my phone in to my Windows 10 PC to sync my photos, I get a notification that my device is locked and to unlock it.
I am getting super frustrated as I have reset the network settings on my iPhone 8, reset the location and privacy, restored the whole phone, changed the auto play settings on my computer, turned my computer off and on, played around with the apple mobile device settings, checked th make sure my windows and dropbox app is upto date, I have even tried syncing to another computer with dropbox on it, and NOTHING is working?
It used to work fine and now I can't figure out why it wont! Please help!!
Hey! So I have been having this issue as well for a long time, and some of the other threads (such as this: https://www.dropboxforum.com/t5/Mobile/iphone-5-unlocked-but-dropbox-says-device-is-locked-and-cannot/td-p/16791/page/2) have simply not helped.
This issue seems related to another one that has shown up a lot on Apple forums: The iPhone's internal storage/DCIM folder appears to be empty when plugging in the iPhone.
Here are my steps to get it to work, but this feels like a workaround because you have to sit and wait occasionally. Something seems wrong with the iPhone drivers or something.
----
Before starting:
- Make sure iTunes is installed.
- Make sure Dropbox is working on your PC.
- Make sure AutoPlay settings are set to "Ask Me every time" for your iPhone. (In Windows 10, press the windows key, type "AutoPlay." In the AutoPlay settings, find your iPhone and make sure it is set to "Ask me every time.
------
Steps:
- Open iTunes (not 100% sure if this is necessary).
- Open Windows Explorer, and navigate to "This PC."
- Plug your iPhone in (locked/unlocked, doesn't matter yet).
- You'll notice in Windows Explorer, your iPhone should show up.** Double click on it. It will likely show an empty folder.
- The Autoplay notification should pop up on your computer by now, asking you what you would like to do with your plugged in iPhone. Click on it, and when the option to import via Dropbox shows up, DON'T TOUCH ANYTHING on your computer yet. If you click something and the Autoplay options disappear, you will need to unplug your iPhone and start again from Step #1.
- If your iPhone isn't already unlocked, unlock it.
- Now keep staring at the iPhone folder in Windows Explorer. Remember how it was empty? Well keep waiting (it takes mine up to 2 minutes after plugging my phone in), and eventually an "Internal Storage" folder should suddenly appear. This means that your PC has access to all of your iPhone content now.
- Now click the "Import via Dropbox" button at the top right of your screen.
Your photos/videos should now start importing, and you should NOT get the "device locked" message. One thing that is unclear to me is if your phone has to remain unlocked during the entire import process. I don't believe it has to be, but you'll have to see for yourself.
Unfortunately, you will have to repeat steps 1-8 every time you want to import your photos.
I don't understand why it takes the iPhone up to 2 minutes for the PC to recognize its folders. This seems to be the crux of the issue. Can anyone shed any light as to why this is happening?
Please let me know if these steps worked for you, and if you need any clarification.
--
**This is the problem. When the iPhone shows up in Windows Explorer, if you double click it immediately, it will show up as empty. Normally, double clicking your iPhone in Windows Explorer should show an "Internal Storage" folder, and inside it should be a "DCIM" folder. For some reason, it takes up to 2 minutes after plugging in the iPhone for these folders to appear. Dropbox can only import files when these folders are working properly.
Hey! So I have been having this issue as well for a long time, and some of the other threads (such as this: https://www.dropboxforum.com/t5/Mobile/iphone-5-unlocked-but-dropbox-says-device-is-locked-and-cannot/td-p/16791/page/2) have simply not helped.
This issue seems related to another one that has shown up a lot on Apple forums: The iPhone's internal storage/DCIM folder appears to be empty when plugging in the iPhone.
Here are my steps to get it to work, but this feels like a workaround because you have to sit and wait occasionally. Something seems wrong with the iPhone drivers or something.
----
Before starting:
- Make sure iTunes is installed.
- Make sure Dropbox is working on your PC.
- Make sure AutoPlay settings are set to "Ask Me every time" for your iPhone. (In Windows 10, press the windows key, type "AutoPlay." In the AutoPlay settings, find your iPhone and make sure it is set to "Ask me every time.
------
Steps:
- Open iTunes (not 100% sure if this is necessary).
- Open Windows Explorer, and navigate to "This PC."
- Plug your iPhone in (locked/unlocked, doesn't matter yet).
- You'll notice in Windows Explorer, your iPhone should show up.** Double click on it. It will likely show an empty folder.
- The Autoplay notification should pop up on your computer by now, asking you what you would like to do with your plugged in iPhone. Click on it, and when the option to import via Dropbox shows up, DON'T TOUCH ANYTHING on your computer yet. If you click something and the Autoplay options disappear, you will need to unplug your iPhone and start again from Step #1.
- If your iPhone isn't already unlocked, unlock it.
- Now keep staring at the iPhone folder in Windows Explorer. Remember how it was empty? Well keep waiting (it takes mine up to 2 minutes after plugging my phone in), and eventually an "Internal Storage" folder should suddenly appear. This means that your PC has access to all of your iPhone content now.
- Now click the "Import via Dropbox" button at the top right of your screen.
Your photos/videos should now start importing, and you should NOT get the "device locked" message. One thing that is unclear to me is if your phone has to remain unlocked during the entire import process. I don't believe it has to be, but you'll have to see for yourself.
Unfortunately, you will have to repeat steps 1-8 every time you want to import your photos.
I don't understand why it takes the iPhone up to 2 minutes for the PC to recognize its folders. This seems to be the crux of the issue. Can anyone shed any light as to why this is happening?
Please let me know if these steps worked for you, and if you need any clarification.
--
**This is the problem. When the iPhone shows up in Windows Explorer, if you double click it immediately, it will show up as empty. Normally, double clicking your iPhone in Windows Explorer should show an "Internal Storage" folder, and inside it should be a "DCIM" folder. For some reason, it takes up to 2 minutes after plugging in the iPhone for these folders to appear. Dropbox can only import files when these folders are working properly.
My internal storage shows up immediately, but even after telling my PC to "ask me every time" it's still showing a pop up that says my device is locked.
- Hannah
Dropbox Staff
Hey singingcowgirl, thanks for the nudge here.
I assume this is what you get when you try the steps in the solution of this thread.
Can you let us know which Windows version you're on and which Dropbox version?
You can see the Dropbox version and sync status of the app, by hovering over the Dropbox icon in your system tray.
CoolarJar10,
Ok, I've gone thru all the steps, but where is "mport via Dropbox" button at the top right of your screen."??
What screen?Nothing like that shows in the Windows Explorer Window open to INTERNAL STORAGE.
- Jane
Thank you buddy, I appreciate the help, it worked, very very thankful for that! :)
- Jane
Hi, When I plug my iphone 7 into my PC via USB cable I get an error meassge that the Phone is locked, and to unlock phone and try again.
The phone is not locked when I plug in the USB cable. It used to download photos fine.
Any help please??
- Jane
I must say, this is also an issue which frustrates the living daylights out of me. Uninstalling and reinstalling the iPhone driver (EVERY TIME) seemed to work for a while, but now nothing does. "Dropbox couldn't import photos because Apply iPhone may be locked. Unlock it and try again". It's been months. Can I also please get a personalised response? Or better yet, can this seemingly widespread problem be addressed and fixed centrally?
Would very much appreciate a response, since I would like to continue using this product.
Dear Dropbox,
I also have exactly the same problem.
I haven't been able to download and back up my iphone photos to Dropbox for months via my PC.
Can you email me the guidance on how to overcome the problem?
I have tried the various solutions proposed in forums unsuccessfully.
Thanks
