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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 637
Experience:  Computer Software Support specialist for more that 10 years
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Why can I no longer use photo downloader in photoshop cc to

Customer Question

Why can I no longer use photo downloader in photoshop cc to download my photos from an iPhone 6s? I get a message that reads Adobe cc cannot obtain all files from this device. Please ensure that it is connected properly, or that the battery is charged.
Submitted: 1 year ago.
Category: Software
Expert:  Isaac Franklin replied 1 year ago.

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

This could be so many different issues/reasons. So, we may have to work together to find an answer.

First, i need you to try a different usb port than you used before to connect the device. Then try again.

ARe you seeing Adobe Bridge CC cannot obtain all files from this device?

Customer: replied 1 year ago.
I've tried both USB ports on my Mac book pro
Customer: replied 1 year ago.
I prefer you do not connect to my computer thank you
Expert:  Isaac Franklin replied 1 year ago.

That is fine. We can continue here until we find a resolution for your issue.

What version of mac are you on? 10.?

Customer: replied 1 year ago.
10.10.5
Expert:  Isaac Franklin replied 1 year ago.

Thank you. And your version of Bridge CC? (you did confirm it was the bridge error with adobe earlier?)

Customer: replied 1 year ago.
Adobe bridge 6.2.0.179
Expert:  Isaac Franklin replied 1 year ago.

Unlock the lock screen on your iphone. then try to import BEFORE you connect your phone.

then try again for me and tell me if results are the same?

Customer: replied 1 year ago.
Same message
Expert:  Isaac Franklin replied 1 year ago.

Still with you. Please standby. Researching further.

Expert:  Isaac Franklin replied 1 year ago.

Can you open photoshop and import the photos?

Expert:  Isaac Franklin replied 1 year ago.

You have the option to go into the user library preferences folder.

Look for com.adobe files. Delete them out (trash plist files) and try again

with your bridge method/way if you dont want to use photoshop method.

Customer: replied 1 year ago.
Still not working as it used to??
Expert:  Isaac Franklin replied 1 year ago.

What is happening now? Same thing or any difference?

Customer: replied 1 year ago.
I don't think you are going to be able to solve this issue thank you for your help I'll use Google to see if other Mac photoshop cc users have the same problem.
Please don't bill me but I will report back to you if I find the answer.
Expert:  Isaac Franklin replied 1 year ago.

That is fine. Good luck.

Customer: replied 1 year ago.
Thank you for trying