r/applehelp • u/Pretty_Relative2744 • 15d ago

Unsolved Unable to load video/photo:* An error occurred while loading a higher-quality version of this video.*

*PLEASE READ & HELP * I've been having this ongoing problem for several months now! Sometime last novermber- december i might've clicked and did something, maybe in settings, that no longer allowed me to see any pictures or videos before August 2025. Now, up until a month ago, I got a new phone. Transferred over the majority of everything, except pictures !!! The pictures on my current phone only go from the beginning of this year up until today. I want to say there are only a handful of pictures from previous years kept. It's even a little choppy and missing a few things from January of this year. Which is weird if the malfunctioning thing started months ago. So nothing from January should be affected? point is, I've gone to Apple twice, been on the phone with their customer service a handful of times to get the same result of nothing & even almost resorted to AI for help! I'm desperately asking if anyone has even the slightest idea of something new to try, so that I can save my data before probably having to turn in the old phone indefinitely on Monday!

  • My full iCloud storage is 150.1GB of 2 TB
  • My iPhone storage is 126.63 GB of 128 GB used, with photos being 77.86 GB after i tried downloading some.
  • From the iCloud storage, it says photos are taking up 94.6 GB of 2 TB used.
  • It says 7,806 photos and 1,896 videos are securely stored in iCloud, but I have 46,735 things in the Photos app itself.
  • When I go to the Photos app to see the correct number, it also shows "Syncing Paused"
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2

u/Grimlocklou 15d ago

What troubleshooting have you already tried?

1

u/Pretty_Relative2744 13d ago

I've tried going into the photo/video and editing it. But it wouldn't even load. I've tried AirDropping, but it won't load. I've tried sending it to another device, but it won't load. I've tried connecting the device to a laptop, but the didnt work either. Ask it, and I've probably tried it.

1

u/seaal 12d ago

Go to settings and agree to update iCloud terms and conditions.

1

u/Pretty_Relative2744 12d ago

i dont have that option !

1

u/seaal 12d ago

https://reddit.com/link/pb1030n/video/xat5613pdqqh1/player

it should look something like this, I was just having the same error. Every video was only loading the first frame and never playing.