Issue with photo upload / Format not supported

[Laura D]

Hi! I just changed to a new IPhone 15 and wanted to continue using my Trello app as with the old cell phone. But it is not possible to upload any photos or screenshots - I receive an error saying that the format is not supported. I tried with a photo I had already uploaded with my old phone (which had worked out before) but it gave me this error again. Can you please help me? Laura

[Brittany Joiner · Accepted solution]

@Laura D  I've also experienced this issue recently, and i didn't think much of it but since you mentioned it, now I'm more curious haha. I think it might have something to do with the file size or the fancy formats of the new iphones. I'm going to create a support ticket and ill let you know what i find out!

[Brittany Joiner]

Actually i think i just realized what's happening - i think the Live photo format is unsupported. If you click on the photo and turn off the live mode, does it let you upload?

[Laura D]

Thank you so much for creating a support ticket! I have the „live“ photo function switched off - and I had tried an old picture as well (that I had managed to upload to the same Trello workspace earlier by the old phone). Doesn‘t work with the new phone…

[Brittany Joiner]

@Laura D interesting! yeah support just responded back and said they were not having issues with the live photos on an iPhone 13, so they gave me some more things to try, like trying from other devices. We're trying to figure out if it's just an iPhone 15 thing or what. Im going to try from my iPad and see if my partner can try it from her iPhone too and see what happens. 

Support also recommended deleting and reinstalling trello so ill try that too. 

Feel free to try any of those things on your end too and let me know what you find and I'll mention it when I reply back to support!

[Laura D]

Dear Brittany, you know what?! I did not change anything and it just started working again!!! I really appreciate your help. As sometimes with technical issues, they resolve themselves… However, I am more than  happy! Thank you. Laura 

[Brittany Joiner]

@Laura D hahah i just tried it again with a photo that didn't work yesterday and it's working now for me too 😂 Glad we could be on this journey together haha

[Laura D]

Indeed 😅 thank you so much!

[Brittany Joiner]

@Laura D you're welcome! if you want to go ahead and accept this answer, that will show folks this is resolved if they're having the same issue!

[Nicolas Grossi · Accepted solution]

@Laura D Welcome! Are you using the latest release of Trello ?

Nicolas

[Laura D]

Yes, I just newly installed it.