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Trouble with importing from iPhone XS - "Smart Import Source offline???"

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22 comments

  • Michael Singer

    I'm seeing the same issue. When trying to import images from Canon EOS 5D, the camera shows up in the import dialogue and all photos are showing up correctly as thumbnails, but as soon as i try to start the import process, the message "It appears the Smart Import source has gone offline." is displayed.

     

     

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  • William Laven

    While this occasionally still happens, it happens very rarely now. I would just quit and restart ON1 and try again. Weird glitch?

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  • Patrick André

    I've the same issue with iPhone7. I'm not able to import my pictures with On1, it imports a few files then I got this error.  Here is the content of the log :

    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_1846.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_1846.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_2009.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_2009.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_1715.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_1715.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_2029.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_2029.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_2019.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_2019.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_1874.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_1874.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_2318.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_2318.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo CKWRE6884.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item CKWRE6884.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_1951.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - Error downloading item IMG_1951.JPG.
    2019-05-04 13:58:48 ON1 - Error downloading photo. Error -9922.
    2019-05-04 13:58:48 ON1 - Import failed for photo IMG_2331.JPG with error code 1003
    2019-05-04 13:58:48 ON1 - It appears the Smart Import source has gone offline.

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  • Darrell Styner

    Has anyone found a solution to this problem? I'm on the latest version of ON1 (2019.2) and can't import from my iPhone X without getting "source has gone offline" message. Very frustrating!

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  • Brian Lawson Community moderator

    Is your phone unlocked and open while importing?

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  • Darrell Styner

    Yes, I've tried 3 times disconnecting, reconnecting, unlocking the phone, and importing immediately before it goes to sleep. I was able to import a small batch of about 10 pictures, but when I try to import the rest (about 100) more, it fails. Haven't tried breaking that into smaller groups, but it doesn't seem like roughly 100 pictures shouldn't be too many.

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  • Jorma Pennanen

    Had this same trouble with iPhone XR but could this have been fixed with 2019.5.(13.5.1.7136) version?

    At least the few pictures that I imported now worked fine.

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  • krzysztof zajac

    Hello ,

    hello All,

    I am new here but have the same problem and can not see any suggestion about how to solve it.

    I can not import pictures from my Canon 5DMark IV.

     

    the message is - 'It appears the Smart Import source has gone offline." 

     

    so please help how to solve it !

     

    many thanks ,Krzysztof

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  • Darrell Styner

    Just tried this again after upgrading to ON1 2019.5 (13.5.1.7136). I had 189 photos on my iPhone X and started the import with the phone on and unlocked. It imports 56 photos in a few seconds (less than 5), then quits with the same old "import source has gone offline" message. When it quits the phone is still on, unlocked, and not even close to going to sleep. The problem is not fixed in 2019.5.

    Krzysztof, my work-around has been to airdrop the photos to my mac and import them from there, then manually delete them from the phone. It's a bit of a pain, but at least you can get the photos into ON1. If you're not on a mac you could text or email them to yourself instead.

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  • Brian Lawson Community moderator

    Darrell, please report this to tech support. There is a link at the bottom of the page.

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  • Rick Sammartino Community moderator

    Darrell, just FYI, you would have to manually delete from the phone anyway. On1 import does not move photos, it copies them.

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  • Darrell Styner

    Rick, good to know, thanks.

    Brian, I've reported the issue to tech support and will report back here if I get a response.

    BTW, I've again verified that I can airdrop all of the photos to my mac and they all import without incident from there. I.e. the photos are not corrupted.

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  • Christopher Moore

    Same problem here on 2019.6.  Seems to remain an issue.  Was any resolution found?

     

    Thanks,

    Chris

     

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  • Brian Lawson Community moderator

    Apparently this has been around for several years. I found this via a Google search.

    https://on1help.zendesk.com/hc/en-us/articles/229792408-Error-1002-1003-when-opening-or-saving-a-file 

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  • Scott Greenholt

    Hi everyone. I too have this same issue with iPhone 7 and have tried 2018.5, and 2019 (several versions) and still see the problem. This is something that should just work.  I contacted tech support and they had no solution other than using Image Capture from Apple to transfer my files. That works to transfer, but I prefer to rename my files on import.  I hope there is a solution as I would like to migrate entirely to ON1, but this is holding me back.

    Kind regards. Scott

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  • Darrell Styner

    Scott, I went back and forth with ON1 tech support on this earlier this year. The support tech (Stevie) was very responsive, but ultimately unable to convince anyone in engineering to work on it. The response I got was:

    "We have been unable to determine the root cause of the problem you are reporting.
    The only solution we have is to use the Image Capture application to import your photos then use Browse to view and make any changes. I apologize that we do not have a better solution."

    I'm a programmer and was running the latest version of ON1 (2019.5 at the time) on an up-to-date MacPro. I had a repeatable test case and offered to work with them (for free) to solve the issue. My offer was met with the sound of crickets. A couple weeks later I was told I might want to try the newest ON1 release (2019.6). Photography is just a hobby for me and I often go several months between photo editing sessions so I haven't bothered to upgrade from 2019.5 yet, but I doubt it fixes this problem as they gave no indication that it would.

    IMHO, someone at ON1 needs to think harder about how they allocate their resources. They keep announcing new features that I couldn't care less about while failing to fix long-standing bugs that actually get in my way. Too bad as it's mostly great software.

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  • Scott Greenholt

    It is mostly great software and I would like to switch entirely from their competitor. I appreciate they tried and given that multiple users are experiencing an issue with phones and cameras, something clearly isn't right. I wonder if it's an Apple issue versus something specific to ON1. I tried using Image Capture and it sporadically import files even when trying to import all. No meaningful error messages so it's unclear if the issue is the same. My phone is on the latest iOS at this time and everything has been rebooted. Perhaps the airdrop suggestion is the best interim solution for most. I also have a NAS that has a photo app which allows me to upload all phone images so I'm using that and it works as a workaround too. 

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  • Cynthia Thomas

    I had this issue and this was the response from tech support

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  • Darrell Styner

    Cynthia,

    Thanks for posting. I can report that I made this change and was successfully able to import 240 pictures and a few movies without a hitch. This seems to have fixed the problem!

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  • Cynthia Thomas

    I’m glad for all of us. Without the ability to successfully get our photos from phone to On1, it really hinders the usefulness of the software.

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  • Chris Maresca

    I'm still having the same issue with imports.... 

    Between this, the constant spinning beachball, the imports being saved into numbered months (as opposed to text months) and the inability to see all pictures at once, I'm just about ready to go back to Lightroom.

    It's pretty clear that this may work if you are managing a small number of images, but I have 60k images in my collection and On1 simply doesn't work, esp. if I can't even import photos from an iPhone....

    Seriously, I've been working on software for almost 30 years and I can't remember a time in the last 15 years when I have bought a commercial application and it failed to deliver even basic functionality.

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  • Brian Lawson Community moderator

    Chris, Have you gone into the iPhone's Settings > Photos and set the transfer setting to Keep Originals per Cynthia's report above?

    You do not have to let the Import function create the folder where you want the imported photos to go. You can create the folder yourself in the browser or the Finder giving the folder any name you want. Navigate in the browser to that empty folder then in the Import dialog set the Destination Location to Current Browse Location.

    You can see all pictures at once by creating a Catalog for your Pictures folder (or whatever is the root location for where you store your photos) then turning on the option Show Sub-Folder Contents at the bottom of the screen.

    Have you added an SSD dedicated to just ON1's Scratch space? That will make a huge improvement in the program's performance. I've also moved the PerfectBrowseCache to that drive to remove its space needs from my boot volume.

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