Scan paused
The scan screen (and the Lock Screen) says why a scan has paused. Nothing is lost: it picks up where it left off.
| It says | What to do |
|---|---|
| Paused: waiting for a charger | You turned on Only scan while charging. Plug in, or tap Scan now anyway. |
| Scan paused to save battery | Your battery is below 20%. Plug in, or tap Scan now anyway. |
| Scan paused: Low Power Mode is on | Turn Low Power Mode off or plug in, or tap Scan now anyway. |
| Scan paused while your phone cools down | Leave it a while; it carries on when your phone is cooler. |
| Paused while your iPhone is locked | Unlock and open Photohawk. |
| Paused in the background | iOS ended the background time. Open Photohawk to carry on. |
| Scan paused: something went wrong | Tap Retry. Photos scanned so far are kept. |
Sharing and privacy → Scanning → Last scan problem shows the last problem, without any personal data. It helps if you contact us.
Photos missing
- Access to selected photos only. Photohawk sees only the photos you picked. Give it full access in your iPhone's Settings, under Photohawk → Photos.
- Older photos left out. If you chose Just the last 3 years, older photos aren't scanned: Sharing and privacy → Scanning → Older photos → Scan all of them.
- Still scanning. Older photos are scanned last, year by year. The scan screen shows how far back it has reached.
- In iCloud only. With iCloud Photos' Optimise iPhone Storage, some originals are only in iCloud. Photohawk downloads them later in the scan; they aren't skipped.
- Hidden in Photohawk. Photos you hid are in Sharing and privacy → Hidden photos.
- Screenshots and documents are in All photos and search, but never on Home or in memories.
Someone missing from People
- Grouping people…: faces are still being matched. See Why People says "Grouping people…".
- People with very few photos are folded away: tap Show everyone in People.
- Check Show hidden people in People.
- A child who hasn't been set up isn't in People yet: set them up.
Questions people ask
The scan says something went wrong. What do I do?
Tap Retry. Photos scanned so far are kept. If it keeps happening, email us and say what Sharing and privacy → Scanning → Last scan problem shows.
Why are my screenshots not on Home?
Screenshots, screen recordings, receipts and documents are kept out of Home, memories and automatic sharing. They're always in All photos and search.
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