Missing photos of members on directory

Our primary president just informed me that her photo that she put with her membership information is gone, along with photos that other adults who had put their photo in the ward directory in member tools. She is using an iPhone and was wondering if other people have had similar problems?

I'd suggest she try and update again. Sundays are a bad day to sync. It's possible a server overload prevented photos from being included in her last sync.

The latest tools release made some changes to how they got photos and that caused some load issues. They've done some things to fix it, so hopefully they all come back now.

jonesrk wrote: Tue Mar 05, 2024 12:55 am They've done some things to fix it, so hopefully they all come back now.

Not for me yet... I noticed last Saturday that sync had failed for 3 days. Manual sync also fails (and again this morning). I did provide feedback through the app. I lost all photos and they have not yet returned but I now have everything else. I'm on the Member Tools Beta distribution.

I'd suggest checking the settings and making sure "Download directory photos" is turned on

russellhltn wrote: Tue Mar 05, 2024 11:58 am I'd suggest checking the settings and making sure "Download directory photos" is turned on

It is *still* turned on. I had photos until I uninstalled/reinstalled in an attempt to fix the sync issue. My last known successful sync was Saturday, 25 Feb 2024.

Thanks for all of the great information. !

I have been using Tools ever since it was first introduced. I have updated it to the latest version. I even deleted it and then reinstalled it. Everything seems to work except for photos of members and leaders. I have a nearly new iPhone 15 Pro with plenty of memory. I have Google Fiber WiFi with 1 Gbit of data download and sit right next to the first access point. My wife, using the same home network, has photos of all the members and leaders on her iPhone 15 Max. What do I need to do to get the photos to download to my phone?? I don't see any recent posts here regarding photos.

Thanks,
veehb
Taylorsville, Utah

Same problem in our household. Some of us see ohotos and some don’t. Those of us without photos have tried re-syncing, adjusting settings, and reloading app (all as have been suggested in previous posts). Still no photos. We all have iPhones and latest versions.

Since the latest update, all photos are missing from the directory and member profiles. After waiting patiently, updating/syncing the app, and even removing and reloading the app again, these have still not returned. I am using an iPhone 15 Pro.

Had everyone verified that the feature has been turned on in settings?

I'm a little surprised that there have been no messages here since Sunday, April 21st. I have reloaded the app three time and still no photos. When I go into the members directory on the Church website, ward member photos are there. My wife's iPhone 15 Pro Max has all the photos, but my iPhone 15 Pro does not. We share the same home network. There is a photo of the Jordan River Temple on my phone, but nothing in the membership listings for the wards or stake in Membership Tools. I really need to see the photos in order to use the tool the way I need to.

I've tried everything suggested here and also did a Google search as suggested and saw nothing that helped. Most of the information there is old (prior to this release of Tools). I see nothing in the settings on my iPhone 15 Pro that would cause the photos not to display. I had all the photos before this last upgrade to Tools that came out last week.

Since I'm not the only one having trouble seeing photos on an iPhone 15 Pro, must be something else we can try.

Need some help!

Thanks,
veehb
Taylorsville, Utah

When the 5.0 version for android came out, I lost photos also (I verified photos were still turned on in the app and the sync completed successfully). I'm now on android version 5.0.2 and photos came back in the .1 or .2 update. My recommendation is to provide feedback from the app which will help the developers pinpoint what the problems are with this release in getting photos loaded. If you have tried all the suggestions and provided feedback from the app, there likely not much else you can do until the development team figures out the problem and gets a fix in place.

veehb wrote: Tue Apr 23, 2024 12:21 pm I'm a little surprised that there have been no messages here since Sunday, April 21st.
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Since I'm not the only one having trouble seeing photos on an iPhone 15 Pro, must be something else we can try.

Need some help!

It may not be something the normal 'reset' type of steps can resolve, but rather an update on the Church's side of things. Here's what I can report for my own cellphone, Android 14 with 6.1 One UI, and using version 5.0.2 of Member Tools.

I cannot get any pictures to display, and the "Member Photos" toggle is selected in my settings and I've tried manual sync and all. So I sign out of the Tools app then sign in, and when signing in, get the prompt screen asking what to sync. I accept the defaults which include downloading member photos, and then sync. It says it syncs, but when looking I don't see any member photos. All the other variations of forcing a resync or reselecting settings, doesn't seem to get the pictures into my Tools app.

I agree with @davesudweeks about providing this feedback with specific details of your phone version, OS, and also which version of Member Tools you're using.

Brian,

Started a reply, and lost it. I'll try again.

My IOS version of tools doesn't show a release number. The Apple App Store shows Member Tools as release 5.0. So maybe the Android version is a later release, since you mention release 5.0.2?

Hopefully the Church support team is working on this problem. Seems to be a problem with some iPhones and not others. I did leave a problem report on the app website and hopefully someone in the support team will contact me and help find a solution. I like the update, all except for the lack of photos on my phone. There are some nice new features.

Thanks for your reply,

Vee Butterfield
Taylorsville, UT

The different OS developer teams try to keep things in parity between iOS and android (as I understand - no special knowledge) but it is not an exact science. Sometimes one OS supports a feature easier than another so that feature or update may come out sooner than the other. I believe they changed how pics are loaded with 5.0 and that may need some bugs to be worked out.

veehb wrote: Tue Apr 23, 2024 1:37 pm My IOS version of tools doesn't show a release number.

In the Android version, the version number is at the bottom of the "Settings" screen, not the "Help" screen where you might expect to find it.

I use a OnePlus 7T phone. It's and Android OS. None of my ward/stake member photos show up. I've deleted and reloaded the app to no avail. Photos are turned on in settings and the Show Photos is turned on the bar selection of the main screen. I noticed a problem a few weeks ago when individual photos weren't showing up but household photos were. Now nothing. It's frustrating. My wife has the same phone and OS and her photos in Member Tools show up. Sigh. Wish I could figure it out.

This is my third attempt to post here. Other attempts today suddenly disappear. I'll keep it short.

I reloaded the Tools app again on Thursday. This time it took longer to download and sync. When it was finished, I had photos for most of the members in my ward and in stake callings.

The Tools app in the Apple App Store still shows the Tools app as version 5.0. Some android users have mentioned versions beyond 5.0.

I suspect the support team has fixed a bug that was causing the photos not to display. Seemed to work on some iPhones and not on others. A few android users were also having problems.

I'd be interested to know what has changed in the last couple of days. Mine is now working (iPhone 15 Pro - running latest IOS release).

Anyone else see it now working?

Veehb

I am on an iphone and removed the app and readded it and I still have no photos. I'm guessing church tech knows about this, but is there anywhere else we can submit this problem?

jerrbear612 wrote: Mon Apr 29, 2024 12:26 pm is there anywhere else we can submit this problem?

The official route is though the feedback in the app. However, you may not get an individual response.

You might try deleting the Tools app and then go to the Apple App Store and reload it. I just saw that it has been upgraded to 5.01. Seems to work on some iPhones and not others. I reloaded mine two days ago and for the first time since version 5.0 came out, I have photos. It took longer to install this last time, which I think is a good indication. I have an iPhone 15 Pro. There is a place on the Church website where you can note problems. I did that, but no one replied. Looks like there are still some bugs in the new system. Not as much action here, so maybe they are making progress. Yesterday I saw a message that the system was down for repair.

When I opened Android Member Tools today there was a message in Tools that stated Member Tools update to version 5.0.3 fixed the issue for Android users. The photos were indeed back.

As a retired software engineering manager, I understand how software as complex as this is can take a little time to get the bugs out. It is also difficult to make the application work on many different platforms, iPhone, Android, etc. Glad for me to see that my photos are back on my last reinstall and sync.

I see that the Tools app will soon have all the functionality that is in the LCR program and other programs. It is becoming a very valuable and useful tool!

There is a function in the new Tools menu, "Send Feedback". If you are still having problems with photos or other technical issues, i suggest you go to this function and document the problem. I suspect you will get a reply after someone in tech support has looked at the issue.