Photos App Problem

Question

Photos App Problem

Dennis Crocker 0

I do not see the Folders in my Photo Apps on my Laptop when I try and Import photos and videos off my IPhone.

Can anyone help me with this?

Thanks

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Answer 1

John Jefferson Doyon 88,925 Independent Advisor

Hi, @Dennis Crocker

Have you already checked whether the iPhone appears in File Explorer > This PC while it is connected to the laptop?

Make sure the iPhone is unlocked, then disconnect and reconnect it using a USB cable that supports data transfer. If the iPhone asks you to "Trust This Computer" or "Allow" access to photos and videos, tap "Trust" or "Allow." Microsoft confirms the Photos app may not be able to import from an iPhone until the device is unlocked and permission is accepted.

Then open Photos > Import > From a connected device and select the iPhone.

If the issue still persists, to help narrow down the issue:

Does the iPhone appear under File Explorer > This PC?
If you open Apple iPhone > Internal Storage, do you see the DCIM folder?
Do you use iCloud Photos with "Optimize iPhone Storage" enabled? Photos stored only in iCloud may not be available for direct USB import.

Click "Add comment" to let me know.

Thanks!

Dennis Crocker 0 Reputation points

2026-09-26T20:04:05.69+00:00

My IPhone shows and all that I am talking about when I open the Photos App and go to import my pics and videos on the left hand side of the Photos App window I do not see any Folder option just 4-5 things with the One Drive Icon....The Computer icon and The Phone Icon...etc.....Cause I want to import my pics and videos to my HD not the One Drive...
John Jefferson Doyon 88,925 Reputation points Independent Advisor

2026-09-26T20:23:23.6633333+00:00

Thanks for clarifying.

The icons on the left side of the Photos app are the locations/sources shown in Photos. You do not need a "Folders" option there to save the iPhone photos to your hard drive.

When you select Import > your iPhone and the photos finish loading, look for "Change destination" in the Import window. Select it and choose a local folder on your hard drive, for example:

C:\Users\YourName\Pictures\iPhone Photos

or another folder/drive such as D:\Photos

Then select the photos and start the import. Microsoft confirms that the Photos app lets you choose where the imported files are saved:

https://support.microsoft.com/windows/apps/photos/import-photos-and-videos-from-phone-to-pc

If you do not see "Change destination" after the iPhone photos finish loading, let me know what options you see on that Import screen.

Thanks!
Dennis Crocker 0 Reputation points

2026-09-27T05:58:37.26+00:00

it says Apple IPhone Above the pics that loaded off my phone during the import.....Then below Apple Iphone it shows the number of pics and videos I have on IPhone.....then just to right of the amounts is a saying in blue letters and underlined Don't see all your media files?........Then on right side of Pics and Videos is the Add button....trash can and an X.....Then below the number of pics and videos is two boxes that have Select New out by the first box and Select All by other box....Then on right side across from this is a slide control that says Show only selected items.....
John Jefferson Doyon 88,925 Reputation points Independent Advisor

2026-09-27T17:23:04.36+00:00
Thanks, that helps. From what you described, you are already on the correct iPhone import screen.

Try this:

Click "Select New" or manually select a few photos first.

Then click the "Add" button in the upper-right corner.

Check whether Photos then asks you where you want to add/save those files. If it gives you a folder choice, select a local folder on the hard drive, such as Pictures, rather than OneDrive.

Do not use the trash can, since that is for deleting selected items.

If clicking "Add" does not give you an option to choose a local folder, please tell me exactly what appears after you click it. That will confirm which version/interface of the Photos app you have.

As another option, you can bypass the Photos app completely and copy the pictures directly to the hard drive through File Explorer > Apple iPhone > Internal Storage > DCIM.

Thanks!
Dennis Crocker 0 Reputation points

2026-09-27T17:30:22.2266667+00:00

Under the Add button it only gives me stuff for One Drive....etc...I even tried putting that C:\User\My Name etc one the Create folder thing in there but it wouldn't allow me to.....So what is File Explorer???....is that the Windows Icon thing that opens all the stuff in a listing??
John Jefferson Doyon 88,925 Reputation points Independent Advisor

2026-09-27T17:43:40.23+00:00
Yes, you are close. The Windows icon opens the Start menu. File Explorer is the yellow folder icon on the taskbar.

You can also open it by pressing Windows key + E.

Once File Explorer opens:

Click "This PC" on the left.

Open "Apple iPhone."

Open "Internal Storage."

Open the "DCIM" folder.

You should see folders containing your photos and videos.

From there, you can copy the photos directly to a folder on your hard drive, for example Pictures or another folder you create on C:.

Do not type C:\Users\YourName into the Photos app "Create folder" box. That box is only creating a folder inside the location Photos is currently showing, which in your case appears to be OneDrive.

Try opening File Explorer and let me know if you can see Apple iPhone > Internal Storage > DCIM.

Let me know what you find. Thanks!
Dennis Crocker 0 Reputation points

2026-09-27T17:53:41.1566667+00:00

OK Thanks....but when I open Internal Storage on My IPhone 13 I do not see DCIM its just blank....I am fixing to head out of town for awhile you could call me at [Removed to protect privacy] in about 25mins and we could talk about what might help....Thanks....Dennis C.
John Jefferson Doyon 88,925 Reputation points Independent Advisor

2026-09-27T17:57:48.8466667+00:00

Thank you for letting me know.

When you have a chance, disconnect the iPhone, unlock it, and reconnect it to the PC. If the iPhone displays "Trust This Computer?" or asks permission to access photos and videos, tap "Trust" or "Allow."

Then check File Explorer > This PC > Apple iPhone > Internal Storage again.

If Internal Storage is still completely blank, let me know whether the iPhone shows any Trust/Allow prompt when you reconnect it.

We can both continue troubleshooting here in the forum when you are available.

Thanks!