Can’t download videos

[Betty Wesson]

Hi, I am new to trello. I am part of a board that has videos we can save but for some reason, I am not able. In the settings on my iPhone, it is different that some others that are using it. Mine doesn’t show an option to allow Trello to access photos. We believe this may be part of the problem but not certain.

I’m getting this error message but I’ve tried connecting to different internet services but that doesn’t change anything. 

Can you help?

[Rogerjone]

Thanks its a great and best post!

[Lara]

Hi Betty,

Thanks for reaching out!

Can you please confirm if this only occurs when you try to download a video? After you select 'Share', which option are you selecting?

To allow Trello access to your photos, please go to your phone settings, then Privacy & Security, then Photos. Scroll down to Trello, then tap 'Add Photos Only'.

Lara
The Trello Team

[Betty Wesson]

Yes it’s only when downloading videos. 
It doesn’t give me the option in settings to accept photos.  When I click settings, privacy and security, photos and go to trello it says private access on photos with no way to change it. 
I’ve tried removing the app and reloading it and still the same issue. 

[Lara]

Hi Betty,

Thanks for that.

It's possible that this issue is related to iOS, rather than Trello. Can you please confirm which iOS version you're on? If you're not on the latest, please update your phone.

For now, you should be able to download the video another way by tapping on the 'Share' button and selecting 'Save to Files'.

Lara
The Trello Team

[Betty Wesson]

I have IOS 17.5.1

It says no updates available.  

When I click on share, that is when I get the message and it won't allow me to do anything with it.  There is no save to files option.

[Lara]

Hi Betty,

I've looked up the issue you're facing and some users report that restarting their phone has helped resolve the issue. Can you please try that and let me know how it goes?

It may help to fully uninstall the app first and then restart your phone, then once you reinstall Trello you should be prompted to allow Trello to access your photos. If the issue persists, you may need to reach out to Apple.

All the best,

Lara
The Trello Team

[Betty Wesson]

[Betty Wesson]

These are snapshots to show what I’m referring to.