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Clients having trouble downloading photos from Phone

  • 16 November 2020
  • 17 replies
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For sure on IOS devices, people are telling me and I confirmed, that the “DOWNLOAD” button for an image disappears once it’s pressed, without always going to the page to enter their email and download. 

So far every time clients have used the Digital Downloads features, it’s been troublesome. Are others using this feature without issue?

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Best answer by Megan 18 November 2020, 23:00

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Userlevel 6
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@Becory  is this happening on the Download All or on an individual image? I just tried it out on my iPhone 11  using Safari and on the Download All, it tells me they will be emailed to me (which is the expected outcome on mobile), and on the individual image, it downloaded.  Can you take a screen recording or screen shots of what’s happening? 

Thanks!

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@Becory  is this happening on the Download All or on an individual image? I just tried it out on my iPhone 11  using Safari and on the Download All, it tells me they will be emailed to me (which is the expected outcome on mobile), and on the individual image, it downloaded.  Can you take a screen recording or screen shots of what’s happening? 

Thanks!

 

Both. Twice it took me to the Enter your email page, email was entered, but then nothing downloaded. This happened for individual and ALL. I tried using Safari and chrome. Tried on two different iPhones, happened on both. I can do a screen video, let me load some random photos to not share any personal photos of clients. can i post videos here or just images?

 

Userlevel 5
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For sure on IOS devices, people are telling me and I confirmed, that the “DOWNLOAD” button for an image disappears once it’s pressed, without always going to the page to enter their email and download. 

So far every time clients have used the Digital Downloads features, it’s been troublesome. Are others using this feature without issue?

 

@Becory I would check your color scheme first. I had a problem similar to this but the issue was they could not see the PIN code text or link. The hyperlink and text was all white and if you just click Download with a PIN rule in place, nothing will happen. They should be seeing something like the image below…

 

 

As soon as I adjusted my color scheme, everything was fine.

 

Hope that helps,

Userlevel 6
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@Matt Specht I forgot about that happening with your color scheme! @Becory if what Matt suggested isn’t it, you can add video, but photos might be easier. Video has to be embedded via a link- like Loom, Vimeo, etc. For photos just click the little mountain-looking icon to the left of the paperclip in the comment formatting bar!

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I had the Black/Black theme set. I just changed it to the blue/white. Went to a photo, clicked download, and it disappeared, refreshed browser and it reappeared...then repeat. 

 

Userlevel 6
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@Becory  I haven’t been able to duplicate this on my end, so I’m going to create a ticket for our Support team to follow up with you. Keep an eye on your email for their follow up!

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I’ve also had a lot of trouble with mobile downloading, but it worked okay with safari. Support mentioned a bug in iOS and chrome.

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Hi, I am new to ShootProof so I could be expecting it to behave differently, but mobile downloads on my iPhone don’t seem to be working. 

I have set up a rule allowing only 25 Digital downloads and a Pin is required.

Anyone who knows the gallery password and Pin can download 25 photos though, so it seems to defeat the purpose. I can enter multiple different emails (even fictitious ones) and download photos as long as I know the password and Pin. 

I click the Download link beneath the photo I want to download, then it prompts for an email address. I can enter anything I want here -- it’s not a validated email address. I accidentally had entered a typo and it continued without telling me. 

After I type in the email address, it asked me if I have a Pin. I click on “Enter it” to type it in. 

I type in the Pin and click Apply Pin. 

The I see a page that shows a button with “Original” on it and tells me how many downloads I have left (as mentioned, it will be 25 for each different email address I type in.)

I click “Original” and see a screen that says Download Successful! Under that is a message “Do you want to download “filename”? Below that are links to View or Download. 

If I click Download, the image is not downloaded (or if it is, it is hidden somewhere). It is not in my recent Photos. 

If I click View, then I see the Photo and can use Apples’ own Share Link to save the image. This is confusing for me and my clients and a lot of steps to download a single image. 

After viewing the image, there is no obvious way to get back to the gallery other than clicking the Apple back link. 

For each subsequent image I want to download, I have to repeat most of the steps above, including the Pin. 

Additionally, it doesn’t track the downloads that I do with the View link. Only if I click on Download does it decrease the number of remaining Downloads (and in this case, I haven’t actually received any of the downloads.)

I hope all of the following can be fixed:

  1. Limit downloads to specific names emails (e.g., whoever you have emailed the gallery to or a list of emails that are supplied) or to a single password. If you are trying to limit downloads to a certain number (e.g., 25 out of 50 photos) allowing multiple emails to download photos defeats the purpose.  
  2. Fix the Download issue so it actually downloads the photo when clicking download.  
  3. Fix the View issue so if someone downloads the photo this way it decreases the number of downloads remaining (or remove the View option). 
  4. Remember the fact that the user has entered the Pin and don’t ask for it for every image as long as they are in the same session. 

Given that it doesn’t seem to work with a rule which limits the downloads and has a password and Pin, are most photographers allowing download of the entire gallery or do they set up two galleries - one with proofs and then move the client favorites to another gallery where they can all be downloaded *via email)? 

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Currently on most mobile when the client pushes "Download" instead of saving it to their camera roll/pictures it is now adding an additional click bubble and then the picture appears and then the person has to swipe up... This is way too many necessary steps that create confusion. Which results in clients simply screenshotting them and sharing low-resolution images. This is damaging to photographers' brands. PLEASE make the mobile saving easier for users!

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I can’t agree more with the sentiments posted above. Clients in 2021 are so accustomed to just downloading images to their phones instead of to a computer and later syncing to their phones. While I love all of Shootproof’s other features, the mobile experience for clients wanting to download their photos (at least on IOS devices) is cumbersome and stress-inducing at best. 

There simply has to be another way, a better way. As @ElizabethBerg posted above, it would be INCREDIBLY helpful to have the photos save to the camera roll. In order to get the photos there, it is at least 4 or 5 other steps and, based on my experience, the client has already given up at that point.

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I can’t agree more with the sentiments posted above. Clients in 2021 are so accustomed to just downloading images to their phones instead of to a computer and later syncing to their phones. While I love all of Shootproof’s other features, the mobile experience for clients wanting to download their photos (at least on IOS devices) is cumbersome and stress-inducing at best. 

There simply has to be another way, a better way. As @ElizabethBerg posted above, it would be INCREDIBLY helpful to have the photos save to the camera roll. In order to get the photos there, it is at least 4 or 5 other steps and, based on my experience, the client has already given up at that point.

Please please please do something about this issue.  I've had 3 clients, this week alone, getting aggravated because the photos that they download with an IPhone aren't showing up in their gallery. This is literally enough of an issue that I am considering moving to a different gallery provider.  This has to be fixed.. soon.

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hi everyone! I totally understand your request. Would you mind heading over to this Idea and adding your vote? Feel free to add a comment with your business case, and that will bump it up for our product team to see!

 

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Hi, my clients are having the same issues, I had many upset Dance family clients complain about not being able to find the images once they downloaded them on their phone. When will this be fixed. I feel like this is a huge issue because most of my clients use phone 90% of the time as opposed to desk top. I may have to switch services because of this, I am going to have to go through this again for my next dance shoot coming up and not looking forward to it. Thanks

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Same! I have had several unhappy clients tell me how difficult it is to save their galleries to their phones! Way too many steps!

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Just as a reminder guys, please add your votes to this idea to put to the product team: 

Thanks! 

 - Edel 

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I see this is marked as "resolved", but my clients are telling me that the “DOWNLOAD” button for an image disappears once it’s pressed, without always going to the page to enter their email and download as it should. (Similar to other feedback in this thread)

So far every time clients have used the Digital Downloads features, it’s been troublesome. Are others using this feature without issue?

Userlevel 4
Badge +3

I see this is marked as "resolved", but my clients are telling me that the “DOWNLOAD” button for an image disappears once it’s pressed, without always going to the page to enter their email and download as it should. (Similar to other feedback in this thread)

So far every time clients have used the Digital Downloads features, it’s been troublesome. Are others using this feature without issue?

Hi @Kaylawilliams , 

I appreciate the question marked as resolved can be confusing - when we mark a “best answer” here in the community for visibility, it marks the question resolved. 

In this case, the question on downloading photos from phone is converted to an idea (see comment above yours) - so that users can vote on this to be adopted by product team (which would be for low resolution saving to camera roll as it is still advisable to have high resolution files accessed through a laptop or desktop computer for quality preservation). 

It sounds as though your specific issue might be something else though - does the download button disappear only on phone or desktop also? Please reach out to support if you need to as they can check your account for any anomalies. Thanks! 

 - Edel 

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