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Ask Michelle Your Own Question

Michelle
Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 721
Experience:  Apple Computers and Mobile support with 10 years of exp.
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Im having trouble syncing photos from iPhoto version 11, to

Resolved Question:

I'm having trouble syncing photos from iPhoto version 11, to my iPhone 4s. When I plug in my iPhone to iTunes and it runs auto sync, I get a message that says my iPhoto Library cannot be found. Message says I need to create or update my iPhoto Library. If I click okay and then click on the iPhone icon in upper right and get "sync photos from iPhoto" I can sync my entire Library, but the option to sync selected albums, events, and faces is not lit up. The text is grey, and cannot activate it.

Any thoughts on this?

Stan
Submitted: 1 year ago.
Category: Mac
Expert:  Michelle replied 1 year ago.

Appleologist :

Hi, and welcome to JustAnswer! My name is XXXXX XXXXX I am excited to get started with you.

So I can better assist you, I will need additional information. Normally when you are behind in software updates on both your iphone and computer, issues like this can occur. Click on the apple logo in the upper left corner and choose software updates. What updates are available?

Appleologist :

I want to know what software updates are available when you click on the apple logo in the upper left corner and choose software updates

Customer:

It says "software is up to date"

Appleologist :

Are you running 6.0 on your iphone 4S?

Customer:

iOS 6.1.3

Appleologist :

Thats for the additional info. The first step is to repair permissions with your iphoto library. To do this Close iphoto, then press and hold Command+ Option+ Shift key while launching iphoto

Appleologist :

You will get a dialogue box. Choose repair permissions

Customer:

I did that. iPhoto seems to be open.

Appleologist :

Close iphoto. Next we will delete iphoto cache file. Are you running lion as your operating system?

Customer:

I think so. Is that the same as OS X 10.7.5?

Appleologist :

Open finder (click on the happy face icon in the dock) Then Choose Go from the top menu and select Go to Folder. Paste this into the search box ~/Library

Customer:

I'm there

Appleologist :

Select the Cache folder. Within the cache folder, locate and delete com.apple.iPhoto folder

Customer:

Okay. moved to trash

Appleologist :

Great. One more file to delete. Scroll down to the Preference folder. Within the preferences folder, locate and delete com.apple.iPhoto.plist

Customer:

Sorry. I don't see a folder called Preference. Is that the entire name?

Appleologist :

Your probably still looking within the Cache folder. Go back to where you selected the cache folder and scroll down to the preference folder

Customer:

Got it. Done

Appleologist :

Last step is done within itunes. Within itunes in the left column under devices, you can either right click on your iphone or press and hold the control key and then click on your iphone. Choose reset warnings

Customer:

Should my phone be connected?

Appleologist :

Yes

Customer:

Sorry, I'm not seeing devices. Have Stan's iPhone with icon in upper left

Appleologist :

Click on View in the top menu bar within itunes and then select Show sidebar

Appleologist :

You should now see the sidebar and your phone under devices

Customer:

In the top menu bar I have Summary Info Apps Etc.

Appleologist :

The very top menu bar. (Where the apple logo in the upper left corner is) In the very top menu bar you should see iTunes, File, Edit, View. Click on View and choose show Sidebar

Customer:

Got it. Sorry

Appleologist :

No need to apologize. Now right click on your iphone or press and hold down the control key and then click on your iphone under devices. Choose reset warnings

Customer:

Done

Appleologist :

Now close itunes and iphoto (if its not closed already) try to sync your photos again. Within the photo tab, make sure Sync with iphoto is checked

Customer:

All Photos , Albums is lit up to that probably works.

Appleologist :

So far so good. Now select the albums you with to sync and then press the apply or sync button at the bottom right corner

Customer:

All photos is lit up like before. Selected Albums is not.

Appleologist :

Within iphoto, create an album

Appleologist :

and add a few photos in it

Appleologist :

you will need to quit itunes and then re-open it

Customer:

Created album. Still no luck with option to select album

Appleologist :

Ok. lets reset your entire computers permissions. Click on magnifying glass in the upper right corner and type in disk utility

Customer:

Done

Appleologist :

Select Macintosh HD and then choose repair permissions at the bottom

Appleologist :

When it is done, you will need to restart your computer. So bookmark our chat so you can get back

Customer:

Okay. It says repair complete. I don't think I know how to book mark our chat

Appleologist :

Within safari, click on Bookmark in the top menu bar and choose add bookmark

Appleologist :

Choose bookmark bar so its easier to find

Customer:

Okay. will restart.

Appleologist :

See you soon

Customer:

I'm back

Appleologist :

Ok now connect your iphone and try to sync again

Customer:

Same issue. In auto sync it still tells me the iPhone can find my Library.

Appleologist :

Click on the summary tab within itunes. Uncheck automatically sync when iphone is connected

Customer:

done. and I hit "apply"

Appleologist :

Yes, hit apply. It sounds like your iphoto library may be corrupted. Quit iphoto, To rebuild your library. Press and hold command+option+shift again. This time, choose rebuild library

Customer:

I think it's done

Appleologist :

Next, we will need to reset itunes. Close itunes and open finder again. Click on Go and choose Go to folder. The ~/Library should still be there. Choose the preference folder, locate and delete com.apple.iTunes.plist

Customer:

Done. It looked like they were a single file. No folder. Moved to trash.

Appleologist :

Empty your trash. Then disconnect your iphone, re-connect it and then try to sync again

Customer:

Sorry. Still can't access the "selected albums" option.

Appleologist :

Hmm, Lets see if we can isolate your issue further. You will need to create a new iphoto library to see if itunes sees it. If it sees the new library then you iphoto library is corrupted. To create a new library, press and hold the option key while launching iphoto. Choose create new library and name it test library

Customer:

Okay. Have a new library called "test"

Appleologist :

Now disconnect your iphone and close itunes. Connect your iphone back and then re-open itunes

Appleologist :

See if you have the option to select albums

Customer:

Tried a couple of times. Same issue. Can't select albums

Appleologist :

Now lets create a new itunes library. Its the same procedure as before. Quit itunes and press and hold down the option key while launching itunes. Choose create new and name it test

Customer:

Done

Appleologist :

See if itunes sees iphoto in the new blank itunes library

Customer:

Same problem

Appleologist :

Hmmm In the summary tab, is there a check for update or update button to the right of the picture of your iphone?

Customer:

yes

Appleologist :

Click on the update button. Looks like your iphone needs an update

Customer:

Done. Said it was current version 6.1.3

Appleologist :

Do you have an ipad or another apple device

Customer:

Yes. iPad

Appleologist :

Great. Connect your ipad to itunes and let me know if you get the same issue

Customer:

Yep. Same problem

Appleologist :

Next to sync photos from, in the drop menu is your only option iphoto?

Appleologist :

Choose the picture folder. Selected folder for the picture folder should not be grayed out

Customer:

There's an option to "Chose Folder". It's set to Pictures. All folder options seem to work. I'm pretty confident I can sync a specific folder. When I was playing around with this I starting creating folders under pictures in Finder. What's sort of strange though is that if I upload a new picture file, I can't see it in the Picture folder. Seems like they used to come in as separate files.

Appleologist :

So it looks like your issue is defiantly with iphoto and not with itunes. We may need to delete iphoto and re-install it. Before we do that, lets see if it is already registered in the app store. Open the app store and type in iphoto. Does it have a price on it or does it say install

Customer:

Says "installed"

Appleologist :

Ok good so what we will do is delete both itunes and iphoto and then re-install it. You will not lose any pictures or music. Close both itunes and iphoto.

Customer:

Done

Appleologist :

Open finder and choose your application folder. Delete Both iphoto and itunes. Then remove it from your dock

Appleologist :

Next, we will need to delete all itunes mobile preference files before we re-install itunes

Customer:

Deleted iPhoto. Won't let me delete iTunes as it says it's required for Mac OX S

Appleologist :

Thats fine, we can delete its files and re-install to write over the current one

Appleologist :

Within finder, click on macintosh HD in the left column

Appleologist :

Then choose the System folder

Customer:

Okay. It now shows a Library folder

Appleologist :

Click on the Library folder, then choose the extension folder. Locate and delete AppleMobileDevice.kext

Customer:

Done

Appleologist :

Then click on this link to re-download itunes http://www.apple.com/itunes/

Appleologist :

Empty your trash first

Customer:

When I emptied trash it wouldn't let me completely empty. Said iPhoto was in use, which it is not. Is that a problem?

Appleologist :

We will need to force close it. Click on the magnifying glass in the upper right corner and type in activity monitor.

Appleologist :

Type in iphoto in the search box in the upper right corner

Appleologist :

Select it and choose the red Quit process button in the top left menu bar

Customer:

Nothing came up for iPhoto.

Appleologist :

To the left of the search box, there is a drop down menu. Choose All Processes

Customer:

okay. Now I have a large drop down list

Appleologist :

Now type in iphoto and see if it comes up now

Customer:

Nothing comes up.

Appleologist :

Then you will need to restart your computer and then empty the trash

Customer:

Will be right back

Appleologist :

ok

Customer:

Back and emptied trash

Appleologist :

Good. Go ahead and re-download itunes and iphoto. Within the app store, click on the install button to re-download iphoto

Customer:

iTunes done. iPhoto is thinking

Appleologist :

Thinking? Has it asked fo you to enter your apple Id and password?

Customer:

Yes. The icon on launchpad shows as downloading. Not much happening

Appleologist :

There should be a progress bar at the bottom of the icon

Customer:

Yep. Far left and not moving.

Appleologist :

lets give it a few more mins

Customer:

moving slowly but moving

Appleologist :

It depends on your internet speed. So hopefully it wont be too long

Appleologist :

Hopefully this resolves your issue. If not, there seems to be an issue with your library or system files which can only be resolved by re-installing your operating system. While we are waiting, when did this issue first occur?

Customer:

Hard to say. I don't upload photos all that often, but I tried it before a trip 3 weeks ago and had this problem. Also, yesterday I was looking at some photo events and some of the photos were rotated, which weren't that way before.

Appleologist :

The position of the photos should not matter. How far along is iphoto?

Customer:

Now done

Appleologist :

Great. Go ahead and open it. You may need to switch to your main library

Customer:

okay. Switched to main library.

Appleologist :

Great. Now connect your iphone and try to sync your photos from iphoto

Customer:

In iTunes I'm not getting my device icon recognized

Appleologist :

Click on View and choose show sidebar

Customer:

Not showing there either. It's like it's empty

Appleologist :

Disconnect and re-connect

Customer:

It sees device in iPhoto, but not iTunes

Appleologist :

Quit itunes and then re-open it

Customer:

No luck. Also, no music in playlists. It's like it's empty.

Appleologist :

Oh, thats because your in the new library. Switch to your library like you did with iphoto

Appleologist :

quit itunes and launch it again by pressing and holding the option key

Customer:

Okay, music library all back but not recognizing device

Appleologist :

Can you connect your ipad to see if it shows up

Customer:

Doesn't show on that either

Appleologist :

Quit itunes. Open finder, click on Go and choose go to folder. You will need to delete itunes plist file again. When the library folder opens, choose the preference folder and Locate and delete


com.apple.iTunes.eq.plist
com.apple.iTunes.plist
com.apple.iTunesHelper.plist

Customer:

Still no luck. In preferences there was a file called com.apple.iTunes.gracenote.plist. Should that be there?

Appleologist :

No, go a head and delete it. Make sure itunes is closed first

Customer:

No luck yet.

Appleologist :

Restart your computer.

Appleologist :

Does your iphone show up now?

Customer:

I'm getting a message that I can't restart or shutdown.

Appleologist :

Is there an option to close the box?

Customer:

it says the application safari cancelled shutdown. Then just an okay box to click

Appleologist :

Click on ok

Appleologist :

Then open itunes

Customer:

opened iTunes and still no device shows. Unable to restart.

Appleologist :

There is something wacky going on with your machine. I think it will be best to just re-install your operating system. Is there another machine you can chat from while I walk you through? If not, the instructions are pretty simple to follow

Customer:

Yes.I can communicate with my iPad. How do I get back to you?

Appleologist :

There should be a link from Just Answer sent to your email

Appleologist :

Were you able to locate the email?

Customer: Yes. Got it now.
Appleologist :

Is our chat on your ipad?

Customer: Yes
Appleologist :

Great. Now restart your iMac while pressing and holding Command+ R. This will boot into the recovery partition

Customer: I get a beep when I do that
Appleologist :

Try this instead. Shut down the computer first. As soon as you press the power button, immediately press and hold Command+R until the apple logo appears

Customer: It shut off
Appleologist :

Now press the power button and them immediately press and hold both the command Key (Right next to the space bar) and the R key at the same time. Hold both buttons until the apple logo appears

Customer: I'm not sure if I did it right but machine on again.
Appleologist :

You should see a Mac OS X utility screen

Customer: I see my normal screen
Appleologist :

Then you did it wrong. Click on the apple logo in the upper left corner and choose restart. As soon as it restarts, immediately press AND hold BOTH the command key and the R Key. Press and hold both keys for 40 secs

Customer: Okay, I've got a screen that says use English for the main language
Appleologist :

Perfect! Choose english

Appleologist :

Now you will see a Mac Os X utility box. Choose Reinstall Mac OsX. (The second option)

Customer: Done, have utility screen
Appleologist :

Choose Reinstall Mac OSX

Customer: Asks to install on Macintosh HD. Correct
Appleologist :

Correct

Appleologist :

Choose Macintosh HD and then choose continue

Customer: It's loading
Appleologist :

The installation will take about 45 mins to an hour so I will follow up with you first thing in the morning. This is important: When the installation is complete, you will need to run software updates 3-5 times or until it says your software is up to date. To run software updates after the install is complete. click on the apple logo in the upper left corner and choose software updates. Repeat the same steps until your computer says you are up to date. The reason you will need to run updates so many times is because re-installing your operating system installs a clean version of just 10.7 You will need to be on 10.7.8 As soon as all of your updates are complete, connect your iphone and try to sync your photos again

Customer: Great. Thanks for all your help. Will talk tomorrow. Stan
Appleologist :

Your welcome Stan, I will talk you tomorrow

Appleologist :

Good Morning Stan. How far along are you with your updates

Customer:

Good morning .Updates complete. Cycled through it 5 times. Operating systems seems to be normal. My device is back in iTunes, but still can't access the option to sync specific folders. Only entire library.

Appleologist :

Lets verify all of your settings. We have eliminated all possible causes so it may be the way you are syncing it

Appleologist :

Click on the summary tab

Customer:

done

Appleologist :

Under backup, is icloud selected?

Customer:

no

Appleologist :

Click on icloud

Customer:

done

Appleologist :

Scroll down to options. Make sure automatically sync and sync over wifi is connected

Customer:

Done. then I clicked on apply.

Appleologist :

Click on the photo tab first

Appleologist :

Uncheck Sync photos from then hit apply

Customer:

done

Appleologist :

Open iphoto

Appleologist :

Is your iphone still listed

Customer:

yes. device is there.

Appleologist :

Click on iphoto in the top menu and choose preferences

Appleologist :

Make sure iphoto is selected for "Connecting camera opens" and Email photos using

Customer:

done

Appleologist :

Then click on the Sharing tab and check look for shared folders

Customer:

Done

Appleologist :

Click on photo stream and make sure they are all checked

Customer:

Done. That was not checked before.

Appleologist :

In itunes, did you already hit sync after unchecking sync photos?

Customer:

no. want me to?

Appleologist :

Yes, uncheck "Sync photos from" and then choose apply

Customer:

done

Appleologist :

Disconnect your iphone

Customer:

done

Appleologist :

Now open finder and click on our picture folder

Customer:

done

Appleologist :

Find your iphoto library folder and right click on it. Choose show package contents

Customer:

done

Appleologist :

Do you see a Pod Photo Cache folder?

Customer:

no. I also have a library.iphoto folder, and library6.iPhoto folder, for what its worth.

Appleologist :

One of them is probable the test one we created yesterday. Is the test on still there?

Customer: Yes. Just lost my mouse connection. Any trick other than powering off?
Appleologist :

If your battery is not low, it should come back up

Customer: Put new ones in. Still locked
Appleologist :

You can flick the mouse power button on and off

Appleologist :

Flip the mouse over and turn your mouse off for 30 secs and then turn it back on

Customer:

okay. back working. Back to finder. When I open the library.iphoto and library6.iphoto I seem to get my full photo library. Doesn't seem to be one for the test library.

Appleologist :

Which folder did you right click on the first time?

Customer:

I believe library.iphoto. That's the first one listed. I double clicked to open and it launches iPhoto library.

Appleologist :

Double click on the other one. What does it launch?

Customer:

Same. It's the full library. Seem to be a duplicate.

Appleologist :

Double click on the main one so itunes can see that one

Customer:

done. it's open

Appleologist :

Go back to itunes and connect your iphoton

Appleologist :

iphone

Customer:

done

Appleologist :

Click on the sync photos button and see if the albums are highlighted. If this still does not work, next step is to create a test account which has no data on it at all.

Customer:

done. Selected albums still not highlighted.

Appleologist :

Arrgg. Ok quit itunes and iphoto. Go back to your picture folder and right click on your main iphoto library. Choose show package contents again and delete AlbumData.xml. Do the same with your duplicate iPhoto library

Customer:

I didn't create a iphoto library test yet. Sorry. Want me to try that first?

Appleologist :

No not at all. Just Go back to your picture folder and right click on your main iphoto library. Choose show package contents again and delete AlbumData.xml. Do the same with your duplicate iPhoto library

Appleologist :

Were you able to locate the AlbumData.xml file?

Customer:

Done. Want to make sure I'm communicating exactly what I'm seeing. In Finder under Pictures, there's my iPhoto library and the iPhoto Test that was created yesterday. When I R click on iPhoto library and open "show contents" there are 2 iPhoto libraries. When I double click on either, they both launch the same full library, but they are duplicates.

Appleologist :

You can actually just delete the iphoto test. There is nothing inside.

Customer:

done

Appleologist :

Ok now that you have deleted AlbumData.xml, go ahead and open itunes and try to sync again

Customer:

sorry. no change

Appleologist :

*Pulling my hair* ha ha. Lets do this, you will need to create a blank test account which has no data in it. To do this, click on the apple logo and select system preferences. Choose Users and groups

Customer:

okay. done

Appleologist :

Click on the lock in the bottom left corner and type in your admin password

Customer:

it's unlocked

Appleologist :

Then click on the + sign to add an administrator account. Change the New account status from standard to admin. Then name the Account test and leave the password XXXXX blank. Choose create user

Customer:

Done. have "test " administrator

Appleologist :

Good. Now click on Login Options (right above the + sign) Check "Show Fast User switching menu as First name

Customer:

It gives me option for full name or short name.

Appleologist :

Full name

Customer:

done

Appleologist :

In the upper right corner you will see your name. If you click on it, you will see the test account. What you will need to do is click on your name in the upper right corner, choose Test account. This will switch you over without signing you out. Now plug in your iPhone, open itunes and iPhoto. See if you have the option of syncing albums

Customer: Done. Have options of syncing albums. Cool.
Appleologist :

Ok so we know that it is something with your user account that is blocking this feature. Since we already re-installed your operating system, you will basically need to create a new account, drag over your data and then delete your old account

Appleologist :

Don't worry, I will walk you through

Customer:

great. ready anytime

Appleologist :

Ok First. You can go ahead and delete the test account since we found our problem. Select it and then press the minus sign

Customer: I'm in my user ID. In user &groups my name is XXXXX XXXXX administrator for current user. Won't let me click on any other user to delete.
Appleologist :

Is the test account still there/?

Customer:

yes, along with guest user and my spouse as a user

Appleologist :

Oh I know why, its because you are still logged in. Switch into that account again. Instead of switching back, click on apple Log out and then log back into your own account

Appleologist :

You should be able to delete it now

Customer:

I think I figured it out. It shows test "deleting account..."

Appleologist :

Ok. One you delete it, Create a new one. This time you will name it You name or your first and last name. It can not be the same as your current account. Then add your password XXXXX make sure you change it from standard to administrator

Customer: Okay. Have new user name and designated as administrator.
Appleologist :

Ok now open finder. Click on Macintosh HD and then select the user folder

Customer: Users folder is open
Appleologist :

Select your newly created user account and choose File> Get info

Customer: Done
Appleologist :

Scroll all the way to the bottom, click on the lock and type in your password. Then next to your account name, select read and write privileges. Finally, click on the little gear icon and choose apply to enclosed items

Customer: When I hit the gear icon the only option I get is make "StanfordBrown" the owner
Appleologist :

No do not choose that. When you select your newly created account, you will see a series of folders, Documents, pictures etc.. Do they have a red prohibitory sign on it?

Customer:

Correct. Starts with Desktop, Documents, etc with a red prohibitor on each

Customer:

When I hit "get info" it's getting info out of the Desktop folder because it's the first folder and it's highlighted.

Appleologist :

Choose newly created user folder and then choose get info

Customer:

Okay. I figured it out. The top says stanfordbrown info. Hit apply to enclosed items and hit okay.

Appleologist :

Ok good. Now are the locks gone?

Customer:

correct

Appleologist :

Ok Now this is the last step. Its much easier if you open up two finder windows and use one as a source (old account and the other as a destination (new account) Basically what you will need to do is drag all the contents from your desktop folder from your old account and drop it into the desktop folder on your new account. Do the same for all folders except the download folder

Customer:

Understand. I just don't know how to have to finder windows open at same time . Sorry

Appleologist :

Click on File< New finder window

Customer:

So have 2 finder windows open, tried to move desktop folder contents and it said can't be moved because it can't be modified.

Appleologist :

Dont move the entire folder, just the contents inside. To select all contents inside, choose Edit<select all. Then drag the contents and dump them into your new account

Customer:

I don't seem to have anything in Desktop folder so I tried Documents folder. hit edit select all and it opened all contents and highlighted them in blue. Then tried to drag them to new Documents folder under new user name and got message that it couldn't be modified.

Appleologist :

I just did it and it worked for me. Can you select the new user folder and get info on it. In the privilege box is the name of your current account listed with read and write privileges?

Customer:

Yes. When I click on Read & Write privilege for my new user accout, there's a checkmark by Read & Write. Could the problem be it's not set up that way for my old user account?

Appleologist :

The way it is set up should not matter. It could be the way you are dragging it. Try dragging just one file over.

Appleologist :

If we are still unable to do it that way, we can trash all itunes and iphoto files to reset it like new

Customer:

For the folder by my old user name, there's an icon that looks like a house. For my new user name, there's a normal looking folder icon next to it. Is that an issue?

Appleologist :

Thats normal. Whatever account you are signed into, you will see a house icon

Appleologist :

Lets put that process on hold. Instead lets trash some iphoto and itunes files

Appleologist :

Can you click on Go and choose Go to folder and choose ~/Library

Customer:

okay. In library.

Appleologist :

Click on the Cache folder and delete


com.apple.iPhoto


com.apple.iTunes

Customer:

I deleted Cache folder. Are the other 2 in Preferences?

Appleologist :

Yes but a little more.


com.apple.iPhoto.LSSharedFileList.plist com.apple.iPhoto.plist com.apple.iPod.plist com.apple.iPod.plist.lockfile com.apple.iTunes.eq.plist com.apple.iTunes.plist com.apple.iTunesHelper.plist

Appleologist :

com.apple.iPhoto.LSSharedFileList.plist
com.apple.iPhoto.plist
com.apple.iPod.plist
com.apple.iPod.plist.lockfile
com.apple.iTunes.eq.plist
com.apple.iTunes.plist
com.apple.iTunesHelper.plist

Appleologist :

Delete all of theses

Customer:

done

Appleologist :

com.apple.mobile.iTunes.store.plist
com.apple.mobile.iTunes.store.plist.lockfile
com.apple.MobileDeviceCrashCopy.plist
com.apple.motionapp.plist
com.apple.motionapp.plist.lockfile

Trash these next

Customer:

Done. I didn't have motion app files

Appleologist :

Oh and is itunes and iphoto closed. If not, close it

Customer:

done

Appleologist :

Now empty your trash and restart your computer. When it boots back up see if you can sync albums

Customer:

Old use name, can't sync. New name, yes

Customer:

Question....What if in my old user name, all my files are locked and can't be transferred based on settings. Would that prevent me from transferring them to my new user folders?

Appleologist :

You already have access to your own files because you are signed in already. You will only need to assign privileges to user folders that you are not signed into (Which we already did) Do you have an external hard drive?

Customer:

yes

Appleologist :

Since for some reason your computer won't allow you to transfer files from account to account, It will be easier to transfer your home folder on to an external and then switch to the new user account and transfer it that way

Customer:

Okay. External HD now plugged in

Appleologist :

Now drag your entire old user folder (With house icon) and drop it on to your external drive. Allow it to copy

Customer:

This is frustrating. I can't even drag 1 file into the external drive.

Appleologist :

Are you getting an error message?

Customer:

No. the file just bounces back to the original location.

Appleologist :

Hmm. Select your old user account, get info and see if you have read and write access

Customer:

read and write is checked

Appleologist :

Try this. Select your entire user folder and choose Edit Copy. Then select your external hard drive and select Edit Paste.

Customer:

I can edit copy, but the paste is not highlighted.

Appleologist :

Select a folder that is already saved to your external drive and then try to paste

Customer:

same thing

Appleologist :

Then lets do a time machine backup. Click on the apple logo, choose system preferences and then choose time machine

Customer:

I;m in time maching

Appleologist :

Turn time machine on

Appleologist :

Choose select backup and then choose your external drive

Customer:

I highlighted My Passport. There's a button that says "use backup disk" HIt that?

Appleologist :

Yup

Appleologist :

Then hit backup now

Customer:

It asks if I want to erase backup disk "My Passport" Erase?

Appleologist :

Do you have anything on it?

Customer:

Probably not. At least it isn't intentional.

Appleologist :

Then you can go ahead and erase.

Appleologist :

This will back up your entire computer (including your spouse's account)

Customer:

Done

Appleologist :

How many GB does it say it has to backup?

Customer:

Available 499.29 of 499.74

Appleologist :

Is there a backup progress bar?

Customer:

Correct

Appleologist :

Under the backup bar, it should tell you how many GB it is backup up. How much?

Customer:

114.32

Appleologist :

That should take about an hour. So this is a great stoping point for the both of us. We can grab a bite to eat and then get back into. The backup should be done by then

Customer:

Sounds good

Appleologist :

See you in an hour

Customer:

As of 1:05PM it says there's about 25 min to go

Appleologist :

Almost there

Customer:

backup complete

Appleologist :

Good. Now I will nee to you logout of this account and log into the new account. Go through safari to log into your email so you can click on the link to get back to our chat from the new account

Customer:

done

Appleologist :

Next, on your external hard drive, click on the backup folder, then click on your computers name, then the backup date (should be one) then click on the users folder and then select your Old account folder

Customer:

I hope there's a simple answer to this. I'm in my old account folder , and each of the folders has the red dot on them.

Appleologist :

Yup. Thats normal. We have to assign access to your new account. Select the entire user folder and choose File< Get Info. Click on the Lock and type in your password XXXXX you can make changes. Then Press the + sign and add your new account name to the list. Give read and write privileges. Last step is to click the gear and select apply to enclosed items

Customer:

Okay, that's done

Appleologist :

Are the red prohibitory signs go away?

Appleologist :

gone?

Customer:

Yes. Relief

Appleologist :

Next we are going to try to do what your account would not let us do. Open up a new finder window ( File< New Finder window)

Customer:

done

Appleologist :

In the left column of the new finder window, click on documents

Customer:

okay, I'm in documents folder under favorites

Appleologist :

Now go back to the second finder window (where your old data is) Select all the contents in the documents folder and then drop it into the blank document folder in the new finder window. Remember, do no drag the entire folder, only its contents

Customer:

It worked

Appleologist :

Awesome. Now do the exact same thing for your picture, music and movie folder

Customer:

It's working. Just taking a little while

Appleologist :

No worries. I am here, let me know when it is done

Appleologist :

How is it going so far?

Customer:

I'm transferring pictures. Getting a message that says can't complete, unexpected error message # XXXXX error code. I hit okay and it's started again. 40 minutes. But it's copying GB's

Appleologist :

Ok, if you start running our hard drive space, you will need to delete your old account from your computer. Which is totally fine since we backed up your entire computer earlier

Customer:

about 7 min

Appleologist :

After it is done transferring, you will need to set up a few things manually like your email, re-arranging your dock. Do you have a lot of saved bookmarks?

Customer:

Yeah. A fair amount.

Appleologist :

Ok when it is done transferring, you will need to switch back in your account. Click on Go < Go to folder and go back to ~/Library All you need to do and drag the Safari folder and drop it onto your external hard drive

Customer:

Also, when transferring photo files, it looks like I have a duplicate folder for each. ONe has (original) next to it. I am assuming I can eventually delete one of each. Does it matter which one?

Appleologist :

Select one of them, choose file get info. It will give you a GB amount in the upper right corner. Whichever one is smaller, delete it along with the test iphoto library. There should only be one iphoto library

Full Size Image

Customer:

When I got the error message that it couldn't complete the transfer, I had hit okay. Then got another progress bar, which started loading again. the 2nd one is done. Now the other one is going. Maybe that's transferring the duplicates? Should I abort the copying?

Appleologist :

If it is transferring the same thing, go ahead and cancel it

Appleologist :

What is attempting to transfer

Customer:

Hard to tell which pictures. I think it's loading up another iPhoto library. NOw I just got another error message , operation can't be completed.. error code 8062. Okay button not making it go away.

Appleologist :

What does the title say? If should say "Copying..."

Customer:

It says "The operation can't be completed because an unexpected error occurred (error code -8062)"

Appleologist :

And when you hit close, or ok what happens?

Customer:

Doesn't go away. I can minimize it but that seems to be it.

Appleologist :

Continue to press the OK or stop button

Customer:

This is a single mini window that says Copy on the top bar. The other progress bar window is gone now. I have 2 iPhoto libraries , with one labeled (original) they both have 22mb's in them . there's another that has 7.4. When an error message first came up it had said the Library had the same file name. Didn't seem to like that. Then everything stopped and got the new mini window. It seems like I've got 2 full Libraries though.

Appleologist :

Ok so basically everything went well until you transferred the last piece of data which is your iphoto library. I hope the issue from your previous account did not carry over. Lets see if we can find out which iphoto library will be your main library. Do you see just iPhoto library next to the flower picture icon?

Customer:

There are 2. One has 23 MB of data, the other 7.4MB

Appleologist :

that sounds small. Double click on the first one and let me know if it looks right

Customer:

Sorry, I meant GB. Not used to talking in this language

Appleologist :

Thats totally fine. Ok so you can delete the 7.4 GB

Appleologist :

and keep the 23 GB

Customer:

23GB library looks fine. Small one in trash

Appleologist :

Ok now open itunes and confirm that your music is there

Customer:

Yep. Looks good

Appleologist :

Great. Now moment of truth. Connect your iphone and see if you are able to sync your photos. Before you do that, make sure you are signed into your itunes account. Also technically since an iphone can be synced to one library at a time, you may need to erase and re-sync. I recommend backing up to icloud now from your phone. To do this, click on settings, choose iCloud Click on storage and backup and and then choose backup now

Customer:

Okay, so in iTunes under summary tab I see an auto backup to iCloud. I'm not seeing a settings button to click on

Appleologist :

Oh I meant on your phone. But your in the right place on your computer. Choose backup to icloud on your computer. Then on your phone, click on settings< Icloud<storage and backup and then choose backup now

Customer:

Backing up on phone now

Appleologist :

While it is doing that, can you click on the photo tab to see if select album is available?

Customer:

Here we go....

Appleologist :

fingers crossed!

Customer:

Hurray!!!! Works

Appleologist :

Yay!!

Appleologist :

Ok now do not hit sync until your phone is done backing up

Appleologist :

Also eventually you will need to delete you old account. After a week if you feel you have everything (its also on the backup drive) you can delete the old user account

Customer:

Okay. I'll also delete the duplicate folders. You mentioned copying my bookmarks. can you walk me through that again.

Appleologist :

Oh Yes. Switch back to your old account and resume our chat from there

Customer:

I;m back

Appleologist :

Click on Go and choose go to folder

Appleologist :

You should be back to your library folderr

Customer:

Correct

Appleologist :

Choose Safari and drag and drop Bookmarks.plist. onto your external hard drive

Customer:

I think it worked

Appleologist :

Now switch back to your new account

Appleologist :

Click on Go < Go to folder and paste ~/Library

Customer:

Okay. Drop bookmark file into Safari folder?

Appleologist :

You got it!

Appleologist :

quit and then re-open safari to see your bookmarks

Customer:

Worked!

Appleologist :

Awesome. You are finally all set

Customer:

One last question. Any idea how to get rid of this error message. Will it go away when I restart? I tried trashing it but no good.

Appleologist :

Oh, eject your hard drive and then restart the machine. Lets see if that will work

Appleologist :

Click on the arrow next to your hard drive name in finder to eject it

Customer:

I get an error message that finder can't quit since operation still going. Maybe my phone backup?

Appleologist :

Open itunes to see if your phone is syncing

Customer:

I had just sync'd a small folder so done. Still backing up though.

Appleologist :

If you phone is backing up, thats fine since it has nothing to do with itunes

Customer:

Still get a message when I attempt to restart, saying Finder can't quit because some operations are still in process. None of the apps are open.

Appleologist :

Click on the apple logo and choose force quit. Force quit all applications except safari

Appleologist :

then choose finder and click relaunch

Customer:

Stubborn, but it worked. Error message gone too. I think that's it unless you can think of anything. Thank you so much for your help. Had no idea it would be this complicated. Hope all your cases are not like this. Stan

Appleologist :

Thats fantastic to know. Although this was very challenging, I sincerely XXXXX XXXXX patience throughout . Enjoy the rest of you weekend and let me know if you think of anything els :)

Michelle, Mac Support Specialist
Category: Mac
Satisfied Customers: 721
Experience: Apple Computers and Mobile support with 10 years of exp.
Michelle and 4 other Mac Specialists are ready to help you

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