When using the FOREVER® Mobile App on your iOS device you can sometimes run into issues trying to upload your memories. Here are a few areas you can check to rule out common reasons this may be happening...
- Check for Updates
- Allow Full Access to App
- Verify Internal Storage
- Check Internet Connection
- Background App Refresh
- Restart Your Device
- Reinstall the App
1. Check for Updates
The first thing you should check is if there are any updates for the FOREVER Mobile App. Your application not being up to date can be one of the biggest reasons that your device has stopped uploading, so make sure that you have the most current version installed.
To check this, open the app and click the menu button located on the left side of the screen. The pop-out menu will list the version of the application that you can CLICK HERE to compare to the current version we have available. You can then update as necessary from here.
If you're not able to open the FOREVER Mobile App to check your version in the app's menu, you can check for updates through the App Store on your iOS device. CLICK HERE for steps from Apple Support for this.
2. Allow Full Access to App
Sometimes updates to your device can revert privacy settings to the lowest level. This is usually for the safety and security of the user, but it can mean apps such as ours can no longer access the files we need. In these cases, we'll need you to grant the FOREVER Mobile App access to your memories again.
Go into your iOS Settings > Privacy > Photos > under the FOREVER app make sure "Full Access" (sometimes named "All Photos") is selected. Try uploading a photo through the FOREVER app to see if your memories appear again for uploading.
3. Verify Internal Storage
Due to privacy policies implemented by other cloud companies, the FOREVER Mobile App can only get memories that are stored in your device's local storage space. If your memories are being saved somewhere else (such as iCloud) then we will need you to save a copy to your device so FOREVER can get it too!
You can also check if iCloud is taking the photos by going into your iOS Settings > click your name ID at the top > iCloud > then for Photos if it is turned ON and set to "Optimize iPhone Storage" that means the photos are only saving to the iCloud. We suggest changing this to "Download and Keep Originals" (or turning OFF the iCloud Photos storage entirely) for future photos to save on the phone itself.
If the iCloud Photos is on but already set to Keep Originals, then please check your phone's storage space to ensure there's enough room for the original files to be downloaded. If not, you may need to clear some space to make room for them.
Please note that if the Optimize option was on, this means you will need to manually bring the files from iCloud onto either the mobile device itself or a computer. You can CLICK HERE to go to the Apple Support site with information on how to bring files from iCloud onto a device.
If you are storing your photos somewhere other than iCloud (such as Google Photos, Amazon Drive, Dropbox, etc.) then you can do an online search for "download photos from" followed by the name of where your memories are. There should be some written instructions or a video tutorial to help out with that process!
4. Check Internet Connection
If you are using Wi-Fi you will want to make sure you have a strong wireless connection. You can CLICK HERE for Apple's steps to check your wireless signal on your iOS device.
Alternatively, if you are using Cellular Data you will want to make sure the app has permission for this. You can CLICK HERE for Apple's steps to your check your cellular data, depending on your specific mobile plan. Then within the FOREVER Mobile App click the menu button on the left side and go to Settings, then make sure Cellular Data is turn ON here as well.
5. Background App Refresh
Your device's Background App Refresh allows you to use your device while your memories slowly upload in the background. You can CLICK HERE for more information on the iOS device's Background App Refresh.
To check your background refresh, please go into your iOS Settings > General > Background App Refresh. You will want to make sure it is enabled and turned ON for FOREVER. We recommend turning OFF the Background App Refresh for other non-critical apps, as doing so may increase the frequency for the FOREVER Mobile App to be used by your device.
If you need these memories uploaded faster, you can open the FOREVER Mobile App, click the menu button on the left and navigate to the Uploads area. Let your screen sit here to give the app your device's most attention. If your screen is going dark, you can CLICK HERE for steps on how to keep your screen on and active during this process.
6. Restart Your Device
If your device has not been restarted in a long time, it can be holding on to a lot of temporary files that can interfere with general usability within the FOREVER Mobile App. By turning your device off and back on you're allowing it to naturally clear anything that's not needed anymore.
7. Reinstall the App
As a final effort, you can also uninstall and reinstall the FOREVER Mobile App to ensure everything is properly installed.
IMPORTANT: When uninstalling and reinstalling our mobile app from your device, it loses all record of prior uploads. This means your memories will no longer have the FOREVER banner over the files that have already been uploaded.
De-duplication will still occur in that instance, because that is compared to the files in your account. However, if you choose to Backup or keep Auto Sync on, it can cause a prior deleted files to be uploaded again because the record of it ever being uploaded was removed when the app was uninstalled.
Having issues with the Auto Sync in your FOREVER Mobile App? You can CLICK HERE for more tips and tricks to get a smooth automatic upload process.