iCloud: Troubleshooting iCloud Photo Sharing and Shared Photo Stream

Find the scenario below that best describes your issue and follow the related steps for troubleshooting. Additional troubleshooting steps for My Photo Stream are also available.

General troubleshooting

What software versions do I need to be able view and share videos, and contribute to other people's shared streams?

If I am using iOS 6, can I still view photos and videos contributed by subscribers who are using iOS 7?

How do I make a backup of a shared photo stream?

Comments and Likes

What do I need to be able to comment on a shared stream?

What do I need to be able to like photos in a shared stream?

Why can't I see new comments that have been posted to my shared photo stream, or why do I still see comments that were deleted?

Can I change the display name that I use to comment on a shared stream?

Invites and subscribers

I've sent email invitations to my shared stream, but not everyone received one.

I declined an invitation to join a shared stream, but I've changed my mind. How do I join this stream?

How do I re-invite someone to a shared stream if they declined my invitation but now want to subscribe?

Someone sent me a link to a shared photo stream, but when I click the link a message appears that says the stream is no longer shared.

I opted out of receiving iCloud Photo Sharing invitations, but now I'd like to subscribe to shared photo streams.

Videos

What do I need to be able to add videos to a shared stream?

What do I need to be able see videos in a shared stream, or photos and videos that other subscribers have contributed?

Which video formats and sizes does iCloud Photo Sharing support?

Can I play shared videos over my cellular connection?

Windows

I installed or updated to iCloud Control Panel 2.0 or later for Windows and signed in, but when I go to iCloud Photos (or Photo Stream), I see a message that I'm not signed in or that it’s not enabled.

I upgraded from iCloud Control Panel 2.x to 3.0 and the thumbnail images under Recent Updates for my shared streams don’t appear.

General troubleshooting

     

What software versions do I need to be able view and share videos, and contribute to other people's shared streams?

  • iPhone, iPad, or iPod touch with iOS 7.0 or later
  • Mac with OS X Mavericks v10.9 or later and either iPhoto 9.5 or Aperture 3.5
  • Apple TV (second generation) with Apple TV software 6.0 or later
  • PC with Windows 7 or later and iCloud Control Panel 3.0 or later

If the owner of the shared stream has turned on the Public Website option and shares the link with you, you can use any up-to-date browser to see photos and videos added by the owner and all contributors.

If I am using iOS 6, can I still view photos and videos contributed by subscribers who are using iOS 7?

If you're using iOS 6, you can view photos contributed by subscribers to a shared photo stream by following the steps below. Video sharing and the ability to contribute to other people's shared photo streams requires iOS 7.

  1. Tap Settings, then tap iCloud.
  2. Tap Photo Stream. Tap Shared Photo Streams to turn it off.
  3. Tap Delete Photos. The photos will automatically be added again when you turn this setting back on later.
  4. Tap the Home button to exit Settings. Wait about a minute.
  5. Tap Settings, then tap iCloud.
  6. Tap Photo Stream, then tap Shared Photo Streams to turn it back on.
  7. Tap the Home button.
  8. Open Photos. Tap the Photo Stream tab. Tap the name of the shared photo stream.

You should now see any photos contributed by other subscribers to that stream.

How do I make a backup of a shared photo stream?

Shared photo stream content is not automatically backed up. Photos and videos must be saved locally before backing up your device. Any comments or Likes attached to a shared stream photo or video are not saved with the photos or video. Learn more about saving photos and videos from shared streams.

Comments and Likes

Learn how to add and remove comments and likes.

What do I need to be able to comment on a shared stream?

To comment on a shared stream, you need an iCloud account and a compatible device and software:

  • iPhone, iPad, or iPod touch with iOS 6.0 or later
  • Mac with OS X Mountain Lion v10.8.2 or later and either iPhoto 9.4 or later or Aperture 3.4 or later
  • PC with Windows 7 or later and iCloud Control Panel 2.1 or later

What do I need to be able to like photos in a shared stream?

You need an iCloud account and a compatible device and software:

  • iPhone, iPad, or iPod touch with iOS 6.0 or later
  • Mac with OS X Mountain Lion v10.8.2 or later and either iPhoto 9.4 or later or Aperture 3.4 or later. (OS X Mavericks v10.9 or later and iPhoto 9.5 or Aperture 3.5 required to see photos and videos added by iCloud Photo Sharing contributors.)
  • Apple TV (second generation) with Apple TV software 5.1 or later (Apple TV with Apple TV software 6.0 required to see photos and videos added by iCloud Photo Sharing contributors.)
  • PC with Windows 7 or later and iCloud Control Panel 2.1 or later (iCloud Control Panel 3.0 or later required to see photos and videos added by iCloud Photo Sharing contributors.)

Why can't I see new comments that have been posted to my shared photo stream, or why do I still see comments that were deleted?

  1. Check the System Status page to make sure that there aren't any issues affecting iCloud Photos.
  2. The comment-updating feature requires an active connection to the Internet. Verify that you have an active connection to the Internet on all devices by opening a new browser page in Safari or another browser. Try to access www.apple.com and icloud.com.
  3. If a deleted comment is still appearing, confirm that the number of comments for a photo are the same on both your iOS device and on your Mac or PC.

If you're able to verify that you have an active Internet connection, and a photo or video has a different number of comments on multiple devices, try these steps:

iOS devices

On your device using iOS 7, try quitting and re-opening the Photos app:

  1. Quit Photos: Press the Home button twice to see preview screens of the apps you have open. Then find the Photos preview screen and swipe it up and out of preview to quit the application.
  2. Tap Settings, then tap iCloud.
  3. Tap Photos. Tap Photo Sharing to turn it off.
  4. Tap Delete Photos. The photos will be automatically re-added later when you turn this setting back on.
  5. Tap the Home button to exit Settings. Wait about a minute.
  6. Tap Settings, then tap iCloud.
  7. Tap Photos. Tap Photo Sharing (Shared Photo Streams) to turn it back on.
  8. Tap the Home button.
  9. Open Photos. Tap the Shared tab. Tap the name of the shared photo stream.
  10. Test to see if the issue has been resolved

On your device using iOS 6, try quitting and re-opening the Photos app:

  1. In iOS 6, quit Photos: From your Home screen, press your Home button twice. Your open applications should appear in a row at the bottom of your screen. Scroll to find the Photos icon. Touch and hold the icon until the icons jiggle, then tap the red circle in the corner of the Photos icon. The icon should disappear from the list. Tap the Home button again to go back to your home screen.
  2. Tap Settings, then tap iCloud.
  3. Tap Photo Stream. Tap Shared Photo Streams to turn it off.
  4. Tap Delete Photos. The photos will be automatically re-added later when you turn this setting back on.
  5. Tap the Home button to exit Settings. Wait about a minute.
  6. Tap Settings, then tap iCloud.
  7. Tap Photos Stream. Tap Photo Sharing (Shared Photo Streams) to turn it back on.
  8. Tap the Home button.
  9. Open Photos. Tap the Photo Stream tab. Tap the name of the shared photo stream.
  10. Test to see if the issue has been resolved.

Macs

  1. Quit iPhoto or Aperture if either app is open.
  2. In OS X Mavericks: Choose Apple menu () > System Preferences. Click Cloud, then click the Options button next to Photos.
  3. In OS X Mountain Lion: Choose Apple menu > System Preferences. Click Cloud, then click the Options button next to Photo Stream.
  4. Deselect Photo Sharing. Click OK.
  5. Wait about a minute.
  6. Click the Options button next to Photos.
  7. Turn on Photo Sharing by selecting the checkbox. Click OK.
  8. Open iPhoto or Aperture. Find and open the shared stream.
  9. Test to see if the issue has been resolved.

PCs

On your PC using Windows 7 or Windows 8 and iCloud Control Panel 3.0 or later, try turning the iCloud Photos setting off and then on again in iCloud Control Panel:

  1. Close any open Windows Explorer windows you're using to access iCloud Photo Sharing.
  2. In Windows 8.1, go to the Start screen, click the down arrow   in the lower-left corner, then click the iCloud app.
  3. In Windows 8, go to the Start screen then click the iCloud tile.
  4. In Windows 7, choose Start menu > All Programs > iCloud folder > iCloud.
  5. Click the options button next to iCloud Photos. Turn off Photo Sharing by deselecting the checkbox. Click OK, and then click Apply.
  6. Wait about a minute, then click the Options button. Turn on Photo Sharing by selecting the checkbox. Click OK, then click Apply.
  7. Open a new Windows Explorer window and select iCloud Photos under Favorites in the side bar. Double-click the shared photo stream.
  8. Click Comments.
  9. Test to see if the issue has been resolved.

On your PC using Windows 7 or 8 and iCloud Control Panel 2.1 to 2.1.2, try turning the Photo Stream setting off and then on again in iCloud Control Panel:

  1. Close any open Windows Explorer windows you're using to access Photo Stream.
  2. In Windows 8, go to the Start screen then click the iCloud tile.
  3. In Windows 7, choose Start menu > All Programs > iCloud folder > iCloud.
  4. Click the options button next to Photo Stream. Turn off Shared Streams by deselecting the checkbox. Click OK, and then click Apply.
  5. Wait about a minute, and then click the Options button. Turn on Shared Streams by selecting the checkbox. Click OK, and then click Apply.
  6. Open a new Windows Explorer window and select Photo Stream under Favorites in the side bar. Double-click the shared photo stream.
  7. Click Comments.
  8. Test to see if the issue has been resolved.

Can I change the display name that I use to comment on a shared stream?

Your display name in your comments matches the Full Name on file for the Apple ID you used to accept the invitation to join the shared stream. To change your display name, complete these steps:

  1. Delete the comment. Once a comment is posted, the display name does not change.
  2. Unsubscribe from the shared stream album.
  3. Using any web browser, go to My Apple ID (appleid.apple.com), sign in, and change the Full Name on the account. If there is a credit card associated with this account that you're using for purchases, the Full Name must match the name on that credit card.
  4. Ask the owner of the shared stream to send you a new invitation to the shared stream.
  5. Accept the invitation, find the photo or video, and repost your comment.

Invites and subscribers

Learn how to invite and manage subscribers to your shared stream.

I've sent email invitations to my shared stream, but not everyone received one.

Try these troubleshooting steps:

  1. Ask the person you're inviting to check any junk or spam email folders for the invitation.
  2. Try resending the invitation. If a recipient still doesn't get the invitation, send it to a second or alternate email address for that person. The recipient's mailbox may be full, or either the person or the email service provider may have a filter that is preventing the email from being delivered. If you're using iOS 7, you can also send the invitation to the phone number that the recipient uses for iMessages.
  3. If the person has received an invitation at least once in the past, that person may have opted to unsubscribe from future iCloud Photo Sharing emails. See the section on opting out of emails, below, for more details.

If none of these steps resolve the issue, contact Apple Support for further assistance.

I declined an invitation to join a shared stream, but I've changed my mind. How do I join this stream?

Send a message to the creator of the shared stream and ask him or her to re-invite you.

How do I re-invite someone to a shared stream if they declined my invitation but now want to subscribe?

On your device using iOS 7:

  1. Tap Photos from your Home screen.
  2. Tap the Shared tab. Tap Streams.
  3. Select the name of the shared stream. Tap the People tab.
  4. Tap the person's name in the list of subscribers.
  5. Tap Resend Invitation.
  6. If you previously removed this person from the list of subscribers, tap Invite People, enter the email address, then tap Add.

On your device using iOS 6:

  1. Tap Photos from your Home screen.
  2. Tap the Photo Stream tab.
  3. Tap the blue arrow next to the name of the shared photo stream.
  4. Tap the person's name in the list of Subscribers.
  5. Tap Resend Sharing Invitation.
  6. If you previously removed this person from the list of subscribers, tap Add People, enter the email address, and tap Add.

On your Mac using OS X Mountain Lion:

On your PC using Windows 8 or Windows 7 and iCloud Control Panel 2.1 or later:

  1. In Windows 8, from the Start screen, click Desktop then open a File Explorer window.
  2. In Windows 7, open a Windows Explorer window.
  3. Click iCloud Photos (or Photo Stream) under the Favorites menu in the side panel.
  4. Double-click the shared stream to open it.
  5. Click Options.
  6. Click the name of the person who wants to subscribe. Click Resend invitation. Click Done.

Someone sent me a link to a shared photo stream, but when I click the link a message appears that says the stream is no longer shared.

If someone shared a photo stream with you and then the stream owner deleted it or removed you from the distribution list, a message will appear saying "This photo stream is no longer shared." Contact the owner of the shared stream to confirm whether it's been deleted or to request a new invitation.

I opted out of receiving iCloud Photo Sharing invitations, but now I'd like to subscribe to shared photo streams.

If you still have an email invitation, open it and click “Don't Send Me Photo Stream Emails” at the bottom of the message. A browser window will open and show that you're no longer receiving photo stream invitations. Click “Undo this change.”

If you no longer have an invitation, contact Apple Support and ask to opt back in to receiving photo stream invitations. After you opt in, you won't receive previous invitations automatically, but you can contact the owner of a shared stream and ask to be invited again.

Videos

Learn how to add videos to a shared stream.

What do I need to be able to add videos to a shared stream?

To add videos to a shared stream, you need an iCloud account, a compatible device, and up-to-date software:

  • iPhone, iPad, or iPod touch with iOS 7.0 or later
  • Mac with OS X Mavericks v10.9 or later and either iPhoto 9.5 or Aperture 3.5
  • PC with Windows 7 or later and iCloud Control Panel 3.0 or later

What do I need to be able see videos in a shared stream, or photos and videos that other subscribers have contributed?

To see videos contributed to a shared stream, or photos and videos contributed by other subscribers, you need an iCloud account, a compatible device, and up-to-date software:

  • iPhone, iPad, or iPod touch with iOS 6.0 or later
  • Mac with OS X Mavericks  v10.9 or later and either iPhoto 9.5 or Aperture 3.5
  • Apple TV (second generation) with Apple TV software 6.0 or later
  • PC with Windows 7 or later and the iCloud Control Panel 3.0 or later

If the owner of the shared stream has turned on the Public Website option and shares the link with you, you can use any up-to-date browser to see photos and videos added by the owner and all contributors.

Which video formats and sizes does iCloud Photo Sharing support?

iCloud Photo Sharing supports both MP4 and QuickTime video file types, and H.264 and MPEG-4 video file formats. Videos can be up to 5 minutes long.

Can I play shared videos over my cellular connection?

iCloud Photo Sharing supports video playback over Wi-Fi and cellular connections. To enable playback over a cellular connection on your iOS 7 device, go to Settings > Cellular and turn on Photos.

Windows

     

I installed or updated to iCloud Control Panel 2.0 or later for Windows and signed in, but when I go to iCloud Photos (or Photo Stream), I see a message that I'm not signed in or that it’s not enabled.

If you see either of the following messages and you have already signed in, you need to apply your settings.

  • “iCloud Photos is not enabled. Open iCloud Control Panel.”
  • “Photo Stream is not enabled. Sign into iCloud to view Photo Stream.”

To apply your settings in Windows 8 and iCloud Control Panel 2.1 or later:

  1. Close the Windows Explorer window that has the message.
  2. Open the iCloud Control Panel.
    • In Windows 8, go to the Start screen, then click the iCloud tile.
    • In Windows 7, choose Start menu > All Programs > iCloud > iCloud.
  3. Select iCloud Photos (or Photo Stream), if it's not already selected.
  4. Next to iCloud Photos (Photo Stream), click Options. Select My Photo Stream and iCloud Photo Sharing (Shared Photo Streams) if you wish to share certain photos. Click OK.
  5. Click Apply.
  6. Return to iCloud Photos (Photo Stream).

I upgraded from iCloud Control Panel 2.x to 3.0 and the thumbnail images under Recent Updates for my shared streams don’t appear.

Try signing out of and back in to iCloud Control Panel:

  1. Close any open Windows Explorer or File Explorer windows you're using to access iCloud Photos (or Photo Stream).
  2. Open iCloud Control Panel:
    • In Windows 8, go to the Start screen, then click the iCloud tile.
    • In Windows 7, choose Start menu > All Programs > iCloud > iCloud.
  3. Click Sign out.
  4. Enter your Apple ID and password. Click Sign in.
  5. Select iCloud Photos (or Photo Stream) under Favorites in a folder window of File Explorer (Windows 8) or Windows Explorer (Windows 7).
  6. Double-click the shared stream.

You should now see thumbnail images in the Recent Updates column.

Information about products not manufactured by Apple, or independent websites not controlled or tested by Apple, is provided without recommendation or endorsement. Apple assumes no responsibility with regard to the selection, performance, or use of third-party websites or products. Apple makes no representations regarding third-party website accuracy or reliability. Risks are inherent in the use of the Internet. Contact the vendor for additional information.

Last Modified: Oct 18, 2014
Helpful?
Yes
No
  • Last Modified: Oct 18, 2014
  • Article: HT201077
  • RADAR: 13509082, 15948041 View >
  • Views:

    68212
  • Rating:
    • 20.0

    (1 Responses)

Additional Product Support Information

Start a Discussion
in Apple Support Communities
See all questions on this article See all questions I have asked