I have latest update software but have only photos labelled Face Files. As this suggests each person is presented as a jpeg. I cannot access the original photo. an hour with bt helpline was total waste time. He hadnt a clue.
How can i solve this?
Hi @Dovidleb71 and welcome.
Sorry you've not had any joy with the helpline. @JoeeeeeeR might be able to help with this. Would you mind taking a look Joe?
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Is it a Samsung phone you're using? Samsung apparently keeps a system folder called 'Face Files', which is used for facial recognicision within Android. I suspect what's happening here is that BT Cloud is backing up this system folder.
If it's not backing up any of your regular photos then I'd start by going to the 'settings' menu of the BT Cloud app and checking that you have told it to back up photos - if you have then 'photos' should be ticked. Next, choose 'Sync All Now' from the app menu, and wait for it to do its thing. If the photos still aren't backing up then it sounds like a bug. My advise would be to email the mods and ask for help, or to email firstname.lastname@example.org.
Apologies - I just realised I attached completely the wrong link. The link I meant to attach was to here: https://www.quora.com/Android-operating-system-What-are-face-files-in-Android-Is-it-okay-to-delete-t...
sorry but i have a i phone 6 Strangely i can access all photos in full format from my phone. on laptop only face files cannot expand.
Thank you for you help
Ok sounds like a very odd one - Here are some questions to help understand what's going on here:
Thankk you for your help.
In I-phone in Bt cloud app I can see full photos with timeline.
In my Mac I see what are called face files which ask for face recognition.I cannot get full pictures .
I have Bt cloud app on my mac.
I access through bt cloud sync and BT cloud website.
Pics are all small.
Is it possible that the software I download could think I have Android on PC, which does have built in face recognition
I have read on your forum.
Thank you again
I'm sure that the software isn't mistaking your Mac for Android. Here are the steps to make completely sure that the photos aren't making it to your Mac:
If your photos aren't showing up there then something is going wrong with the software, and you'll need to ask BT for help. You can contact the mods, or email the developers at email@example.com.