In some cases, Mylio may display that it is unable to get access to a specific file path. This happens when Mylio does not have permission to access a set of files or folder that it is referencing. Generally, this issue is indicative of a file or folder that is locked or read only.

If you receive this error message, please ensure that your device’s permissions are in good standing using the links below…

• macOS – Repair disk permissions
• macOS – Repair user home folder permissions

Additionally, this error may be received if Mylio is unable to locate, read or write to the Generated Images bundle. This bundle holds thumbnails and previews created by Mylio and is required to be a part of your library. If this file was moved purposefully, it should be moved back to its original location and steps to move your entire library should be taken if needed.

If the Generated Images bundle was deleted and your device’s library is stored in the default location, simply selecting ‘Create New’ when launching Mylio will re-create the Generated Images bundle in the correct location.

If the Generated Images bundle was deleted and your device’s library is not stored in the default location, please contact our support team at support@mylio.com.

Post by Matt Vollet from Mylio Support.

If you’re an iPhoto, Photos or Aperture user and transitioning to Mylio, you may find that you do not have enough space on your internal drive to fully import your library. Since Mylio requires that you copy the images out of their current applications, this means you must have room to keep your entire photo library twice on your machine. If your computer does not meet these requirements, Mylio allows you to easily import directly to an external drive. Here is how…

1. Open Mylio and sign into your account. If you have more than 25,000 images in Photos, iPhoto or Aperture you will need a Mylio Premium or Mylio Max plan, you can do this from the account management page.
2. Adjust your computer’s sync policy to only want Previews. If you do not have room for Previews, Thumbnails may be needed.
3. Plug in the external drive that you want to store your original images on. You may want to format this drive for Mac, PC or both.
4. Set up the external drive as a protection device. This tells Mylio to use this external drive to store original images.
5. Import your Photos, iPhoto, or Aperture Library. Mylio will import the images directly to the external drive while displaying smaller Previews or Thumbnails internally.

Post by Matt Vollet from Mylio Support.

Congratulations on becoming Mylio Certified. We are excited to have you represent Mylio to your clients and be part of the Mylio Family. Being Mylio Certified should not only instill confidence in yourself and your clients, it gives you access to priority support and your clients a discount on their membership.

Certification Graphics

We are proud to have you represent your hard work on your website, blog or social media. Please find the link below to download the Mylio Certified Partner emblems. 

Click here to download

Priority Support

As a certified member, our team wants to be there to support you when times get tough. That is why we’ve opened a specific support channel just for you. This support channel includes priority email support, text messaging and faster remote sessions. Please click here to learn all about priority support.

Client Discount Code

Your clients benefit from your certification in the form of a 20% discount code. This code gives your clients a discount on any Mylio plan at any duration – monthly or yearly – for the entire length of their membership. This means that as long as your client uses Mylio, they benefit from the 20% off. If your client stops using Mylio and then wants to sign up again, they will need to use your 20% code again to claim this discount.

In order to receive your client discount code, please fill out the form below. Most codes are generated within 24 hours.

Remaining Certified

Mylio is constantly evolving with new features and tools for your clients. It is important that you remain active as a Mylio user to continue providing exceptional experiences to your clients and Mylio users. Because of this, we ask that you continue to use and grow with Mylio to remain actively certified. Here is how…

1. Setup and use your coupon code with at least 5 clients per year.
2. Retake the Mylio Certification exam in one year if you do not utilize your coupon code 5 times.

As long as you remain an active, certified member you will continue to receive Mylio for free. If you do utilize your coupon code 5 times in your membership year, your Mylio Subscription will lapse and coupon code will become invalid. Please note that your coupon code becoming invalid does not invalidate the discount for any client already set up with Mylio. 

Upon repassing the certification exam your membership and coupon code will be reactivated.

Post by Matt Vollet from Mylio Support.

Some Windows users may run into issues that prevent them from syncing between devices. Often, this is due to Windows Firewall not allowing traffic from Mylio to communicate with other local devices. This article will walk you through downloading a small script that helps setup Mylio automatically to be allowed through your firewall.

1. Click here to download the script that will properly setup your firewall for Mylio.
2. Unzip the script by double-clicking on it
3. Double click on the ‘Firewallscript.vbs’ file
4. If asked, approve administrator actions within the Windows Script Host
5. You will be alerted that ‘Firewall rules were created successfully’ when the changes have been made.
6. Once finished, the zipped FirewallScript folder can be deleted.

If the script is not able to be executed, it may be because the Mylio.exe is not in the expected location. If this happens, please contact support@mylio.com

Bonjour and Windows Firewall

In some instances, iTunes may install a version of Bonjour that is not compatible with many commercial Firewalls, such as Norton or Kaspersky. In these cases, disabling the Firewall or reverting to Bonjour 3.0.0.1 may allow for your devices to sync as intended.

Post by Matt Vollet from Mylio Support.

Mylio for iOS uses iOS’s built-in video player when playing back synced videos within Mylio. The system video player obeys the Ringer/Mute switch on the side of the iPhone (or in the Control Center for iPads) for audio playback. This will cause videos played from Mylio to play without audio if the Ringer/Mute switch is in the muted position.

If you experience issues with muted audio in videos, please ensure your Ringer/Mute switch is in the Off position, and your system volume is turned up.

Post by Matt Vollet from Mylio Support.

In managing your library, Mylio will stack files that are in the same folder. This is great when a RAW image has a JPG associated with it as Mylio will display these two photos as one picture. However, in some instances this causes videos and JPG images with the same name, in the same folder, to become stacked when they should not be.

This issue is often associated with an Apple Photos library as, when moving from iPhoto, Apple removes your folders and places all of your media into one master folder. Then, when importing into Mylio you may have photos and videos that were once in different folders combined, causing unwanted stacking.

Luckily, there are a few steps that you can take to fix this issue.

1. Open Mylio and locate the “Photos Library” folder that Mylio created. This folder holds all of your images imported from Photos into Mylio.
2. Right click (control+click) on this folder in Mylio and select “Show in Finder”.
3. Mylio will show the folder that contains all of your images and videos. Open this folder so that you can see the enclosed Media.
4. At the top of the Finder window, use the ‘sort’ button to sort your files by ‘Kind’. This will separate your photos and videos.
5. Once Separated, navigate to the ‘File’ menu and select ‘New Folder’. Name this folder “Videos”.
6. Locate the section of your files named ‘Movies’. If needed, you can select “Show Less” and then “Show More” on the right side of Finder to see all movies.
7. Select all of the movies by single clicking on the first movie, then holding the ‘shift’ key and single clicking on the last movie.
8. Drag the selected files to the newly created ‘Videos’ folder.
9. Mylio will automatically see these changes and move your videos, without the incorrect cover image, directly into the ‘Videos’ folder.

Now that your images and videos are separated, you can choose to rename the video files and move them back into the original folder or keep them separate. If you wish to keep the videos in the videos folder, then you are done! Otherwise, continue with these steps to rename the files and move them back in.

1. Open the newly created Videos folder in Finder
2. Select all of the media inside this folder (command+a).
3. Right click (contorl+click) on any file and select ‘Rename files…”
4. In the ‘Rename Finder Items:” window, select “Add Text” from the drop-down menu.
5. Now, you can add text to the end of your video files name that will allow Mylio (and you) to know that these are videos and not images that should be stacked. We recommend simply adding “_video” after the name, but you can do anything you wish to differentiate these files.
6. When ready, select ‘Rename” in the bottom right.
7. Now that your files are renamed, you can move them back into the parent folder of “Videos”, where they were originally.
8. Once moved, the “Videos” folder can be deleted.

Post by Matt Vollet from Mylio Support.

Mylio supports the importing and syncing of Apple’s High-Efficiency Image Files (HEIF) and High-Efficiency Video Files (HEVF) on iOS devices that are running iOS11 and Mylio 2.4 (4212) and newer as well as Mac computers running High Sierra (10.13) and Mylio 2.4 (4212) and newer.

If photos or videos were taken on an iOS device in HEIF/HEVF before this image type was supported by Mylio, you may need to have Mylio rescan your camera roll so that the images import.

Rescanning camera roll for HEIF or HEVF files

1. Open Mylio on your iOS device.
2. Select ‘HELP’ from the navigation panel.
3. Select ‘CONSOLE’.
4. Within the console, type clearignorelist and press enter.
5. Close the Mylio application on your iOS device.
6. Open the camera and take a photo.
7. Open Mylio. The HEIF and HEVF files will re-import along with the newly taken photo.

Importing HEIF and HEVF on non-Apple

Apple’s HEIF and HEVF are able to be decoded by Mylio on iOS and Mac devices (iOS11+ and High Sierra (10.13+) only. If HEIF or HEVF files are imported directly to Mylio on a Windows computer or Android platform, the image will appear as an unsupported format (prohibitory symbol).

However, since iOS and Mac devices are able to decode these formats, simply allowing your devices to sync to a supported iOS or Mac device will allow Mylio to generate thumbnails and previews for these images and properly display them on non-iOS devices.

Since only Apple devices are able to decode the original HEIF/HEVC format, only these supported devices will be able to view the original image. Windows and Android devices will only be able to view the preview or thumbnail, though the original file can still be protected by these devices.

Changing high-efficiency format to JPG

In some cases, you may wish to stop using Apple’s high-efficiency format in order to keep your images fully compatible with all of your devices. You can easily revert your photo type back to industry standard JPEGs by following these steps…

1. On your iOS device, go to the ‘Settings’ app.
2. Select ‘Camera’.
3. Select ‘Format’.
4. ‘Select “Most Compatible”‘.

Post by Matt Vollet from Mylio Support.

In some instances, search modifiers may not result in the expected search criteria being met. We are aware of multiple issues surrounding search modifiers and are looking into resolutions.

Known issues include…

• Event searches may return full media collection.
• Importdate may return no media.

Post by Matt Vollet from Mylio Support.

In some instances, you may be required to manually update your Mylio client. Updating Mylio is an easy process that will not result in any data loss. Please see your operating system below to learn how.

Mac

1. Visit http://mylio.com/download to visit the download page.
2. Select “Download for Mac” on the left side of the page.
3. Mylio will download automatically.
4. Once downloaded, double-click the installer to replace your current instance of Mylio with the new version of Mylio. No data will be lost.

Windows

• Visit http://mylio.com/download to visit the download page.
• Select “Download for Windows” on the left side of the page.
• Mylio will download automatically.
• Once downloaded, double-click the installer to replace your current instance of Mylio with the new version of Mylio. No data will be lost.

iOS

• On your iOS device, open the App Store.
• Select ‘Updates’ in the bottom navigation bar.
• Locate Mylio in the list of available apps with updates.
• Select the ‘Update’ button.

Android

• On your Android device, open the Play Store.
• Tap the three bars in the top left.
• Tap ‘My apps & games’.
• Locate Mylio in the list of apps with updates.
• Select the ‘Update’ button.

Post by Matt Vollet from Mylio Support.

Windows 10 may display the error message…

“C:\Program Files\WindowsApps\Microsoft.HEVCVideoExtension_1.0.2512.0_x64_8wekyb3d8bbwe\x64\hevcdecoder_store.dll is either not designed to run on Windows or it contains an error. Error status 0xc0000428”

…if you are attempting to import HEVC video files into Mylio on a Windows 10 device. This error is due to a problem with a Windows component where an HEVC video file is not able to be properly decoded.

This error prevents HEVC files from properly playing on Windows devices, and thus Mylio is not able to view or play the file.

This Windows component is not controlled by Mylio. We expect this issue to be resolved in a future Windows update.

Post by Matt Vollet from Mylio Support.

Mylio’s Library Statistics tools are a great way to see in-depth information about your library health and content. The Library Statistics tool can show you an assorted array of information, including:

• Devices and device health.
• File types.
• Camera used.
• People tagged.
• Locations.
• Import history.
• Mylio tasks.
• Bandwidth used.

Viewing Library Statistics

1. Open Mylio and select your media count at the top of the Navigation panel.
2. Select Library Statistics.
   
3. Mylio will display in-depth information about your library.

Using Library Statistics

Device Health

While the Library Statistics tool can be used to learn about the files in your library, it can also be used to diagnose issues with specific devices. If Mylio detects an issue with your library, like missing or unprotected originals, the device will be outlined in red. When this happens, selecting the device will guide you through fixing this issue.

Library Data

Mylio will display selectable information about your library such as file type and camera make a model. In these cases, selecting the data will allow you to see the files related to that topic. ]

Customizing Library Statistics

The Library Statistics tool can be customized to add or remove specific data points. Using the gear in the top right you can toggle on and off specific panels that do or do not interest you.

Post by Matt @ Mylio from Mylio Support.

With iCloud, Apple allows you to protect your Mylio application, including Previews and Thumbnails, directly to the cloud. This is helpful if your iOS device is lost or stolen. However, doing so may cause Mylio to take up more space than you desire in your iCloud Library.

In these circumstances, you can easily decide to not include Mylio in your iCloud backup. If something were to happen to your phone, you can simply sign back into Mylio and allow your library to sync from another device.

Disabling Mylio From Backing Up to iCloud

1. On your iOS device, select the Settings app.
2. Select your account information at the top of the settings app, then tap iCloud (iOS 10/11) or simply select Cloud on iOS 9 or earlier.
3. Select Manage Storage under your Storage information.
4. Select Backup.
5. Select This Device from the list of devices.
6. Locate Mylio in the list of applications being backed up and uncheck it.

Post by Matt @ Mylio from Mylio Support.

In some instances, Mylio may display a red triangle in the top corner of all folders in your library. In these cases, if no action has been taken (such as trying to delete all folders), then this error can be safely cleared. Here is how:

1. Open Mylio on the device with the red triangles.
2. Select the red triangle by tapping on it once.
3. Select the error at the top of this sub-menu.
4. Select “Clear error” at the bottom of the next window.

We are working on prohibiting this benign error in future versions.

Post by Matt @ Mylio from Mylio Support.

Mylio’s Dashboard is a simple yet powerful tool that allows you to see the status of all of your devices at a single glance and view any recent notifications from Mylio. Notifications that require your attention will also display a bell, alerting you to check the dashboard.

Locating the Dashboard

• Open the Navigation panel.
• The Dashboard is located within the Navigation panel by your library’s media count.

Post by Matt @ Mylio from Mylio Support.

Mylio for Android allows you to store your full Mylio application and library on an SD card, giving you the freedom to carry all of your memories around with you wherever you go. Here is how:

1. Open Mylio on your Android device that has an SD card inserted.
2. Open the Dashboard from within the Navigation panel.
   
3. Select the Android device that you would like to move Mylio to the SD card on.
   
4. Select Device Settings.
5. Scroll down and select Launch Storage Manager.
   
6. Mylio will close and launch the Storage Mover.
7. Select Change to alter the storage location from the internal storage to the secondary storage.
   
8. Select SECONDARY, then CHOOSE at the bottom.
   
9. Storage Manager will alert you to the change you are making.
10. Select Move to confirm the change.

Post by Matt @ Mylio from Mylio Support.

In some cases, Mylio may stop syncing if an unexpected number of folders are in the Mylio Library or there are a very high number of root folders. Generally, this happens when a folder that is not designed to be imported into Mylio is imported, such as a Lightroom Catalog. You may receive two different error messages depending on the situation.

• Too many folders. Please reduce the number of folders. 
  • You have reached Mylio’s maximum level of folders. Mylio’s folder limit is 131,072 folders. Please keep Mylio below this threshold by deleting folders.
    • Check for Lightroom catalog, iPhoto/Aperture/Photos catalogs, and other unexpected imports.
• Too many source folders – sync may be disabled.
  • You have reached Mylio’s maximum top level (root) folders. Mylio’s root folder limit is 200. Please keep Mylio below this threshold by removing Source folders from Mylio’s Settings > Source Folders.
      Note:  removing Source Folders will remove the images within that folder from Mylio
    .

Post by Matt @ Mylio from Mylio Support.

Gather your friends and family to explore a new world of photo organization with Mylio. The world may look familiar – it is earth! With your pictures on it! Check out and show off the brand new Map view to all of your acquaintances. You’ll be the talk of the town. Oh, and just in case that isn’t enough, Mylio 3.1 brings even more goodies and refinements. New features that many have asked for, and some that you didn’t even know you wanted. Let’s check ’em out below…

New Features

• A brand new Map view that replaces Location view. See your photos on a map, just like Ptolemy would have wanted (hint: he was a cartographer (hint’s hint: map maker)).
• No GPS? No problem! Add GPS coordinates to any photo with a simple drag and drop, or location search, from within Map view.
• Manual face tagging has come to Mylio! If a face you want to tag isn’t found, you can now instruct Mylio on where it is.
• Keep your Mylio status at the ready with the new Mylio Dashboard. Don’t live in the dark, we’ll keep you updated with notifications and your device’s status all in one convenient location.
• We’ve discretely moved progress reporting to the top of Mylio so you can see when Mylio is completing an action.
• Creating Events and Event Categories just got even easier (and prettier). Keeping track of your life’s calendar has never looked so good.
• We’re bringing automatic Media Library deletion to Android devices! This will allow you to easily clear up space on your phone and tablet, and keep it clear, all from within Mylio.
• Mylio will now fetch an Original from an attached external drive when trying to share or edit an image. You no longer need to adjust the Sync Policy of the image to ensure you’re getting the best quality.
• Android devices can now share into Mylio using the OS share menu!
• Cleaned up the Contact Mylio Support menu and created a way for our Support Team to request logs after you’ve initiated contact with them.
• Catalog recovery is now available on iPhones (3D touch) and Android devices. We’ve also completely reworked catalog recovery to make it more intuitive on all platforms. Oh – and we’ll do a better job of alerting you if we detect an issue.

Bug Fixes

• We’ve fixed a series of bugs that may have caused Mylio to become stuck moving files or folders on your disk.
• Greatly reduced the number of reasons a catalog may become corrupted.
• Properly shut down an issue that may have caused Mylio to not properly shut down.
• We’ll now auto-configure Windows Firewall for optimal Mylio settings.
• Fixed an issue that caused Mylio to appear unresponsive when syncing to an external drive (thanks, Dan!).

Extended Details

• Version: 3.1
• Release Date: April 23rd, 2018
• Mac Build: 5254
• Windows Build: 5254
• iOS Build: 5254
• Android Build: 5254

Post by Matt @ Mylio from Mylio Support.

If you are utilizing an Android SD card to store your Mylio Library, you may see unexpected storage use of the SD card when syncing Thumbnails. This is due to SD Cards being formatted by the factory in a way that makes them inefficient in storing small files.

If you are only syncing Thumbnails to your SD card, the below chart will show you approximately how much space will be taken up by a set of photos.

*256 GB cards are formatted by the factory in a way that makes them very inefficient to use with smaller files like Thumbnails. If you would like, you can reformat the SD card to get more usable storage space. Here is how…

Post by Matt @ Mylio from Mylio Support.

Mylio’s Support Options will help you troubleshoot Mylio in the event that something is not working as expected. The Support Options can be opened in multiple ways:

1. Support Options will automatically open if Mylio detects an issue with your Mylio Library.
2. Support Options can be opened by holding the Alt key (Windows) or Option key (Mac) when opening the Mylio application.
3. Support Options can be opened by selecting “Show Support Options on Startup” in Mylio’s Help menu.
4. Support Options can be opened by 3D Touching the Mylio icon on iOS (requires iPhone 6S or later).
5. Support Options can be opened by holding on the Mylio icon on Android (limited to specific phones/operating systems).

Once open, the Support Options give you a variety of different ways to troubleshoot Mylio:

1. Contact Support – send a message directly to the Mylio Support Team.
2. Open in safe mode – open Mylio with many functions (like syncing and scanning for new files) turned off. In most cases, this will give you access to your photos when something may be causing Mylio not to open or operate unexpectedly.
3. Repair a catalog –  in most cases, Mylio will alert you if your catalog needs to be repaired. If not, you can choose to have Mylio scan your catalog and repair it even if not prompted.
4. Factory Reset Mylio – restore Mylio on this device to how it was before you signed in. This will remove all parts of Mylio from your device and allow you to start over. Please see here for more information.

Post by Matt @ Mylio from Mylio Support.

In some cases, Mylio may report that images being imported or corrupt or unsupported. While this may happen for a variety of reasons, it is important to understand if the issue is Mylio related or file related, and how to ensure your images remain safe.

Post by Matt @ Mylio from Mylio Support.