Foto Master

AI Photos Missing from Gallery

Updated Yesterday · 4 min read

You ran an event, the booth showed AI results to guests, but when you check the cloud gallery later, some of the photos are missing. The good news here is that the photos were generated -- they just didn't all reach the gallery -- so in most cases they can still be recovered. This article walks through where to look and what to check.

Quick Diagnostics

Before troubleshooting, confirm:

  • The event was set as Active in the Cloud dashboard during the session.
  • Auto Sync for AI photos was enabled in the workflow's online gallery settings.
  • The booth had internet for the entire event.
  • You are looking at the correct event in the gallery.
  • The raw photos folder on the booth machine still contains the originals.

How AI Photos Sync to the Gallery

For each guest session: (1) booth saves the raw photo locally, (2) booth uploads it to the cloud as the AI request, (3) cloud returns the AI result, (4) booth saves it locally and (if Auto Sync is on) uploads it to the gallery, (5) gallery becomes visible. Steps 2 and 4 both require internet — a drop between them is what loses photos from the gallery silently.

Common Issues

Half the AI Photos Are Missing

Problem: The event ran 200 sessions, but only ~100 AI photos appear in the gallery, with no obvious pattern.

Cause: Intermittent network drops during the upload stage. Each session's gallery upload is independent, so a 30-second Wi-Fi blip during a busy stretch can drop several uploads. There is currently no automatic re-upload path for failed AI gallery syncs (a known critical issue).

Solution:

  1. Confirm the raw photos are still on the booth — File Explorer > C:\FMX\Events[Event Name]\Raw (on iPad: Files > FMX > Events). AI-processed versions are in a sibling folder. Older FMX/Mirror Me Booth installs may use C:\MirrorMeBooth\Events\ instead.
  2. Manually upload the AI photos via the cloud dashboard: sign in, open the event, go to Gallery, click Upload, and drag the files. See Adding Assets and Gallery Overview for details.
  3. If only the raw photos exist, see "Re-running AI" below.

Auto Sync Was Never Enabled

Problem: No AI photos at all are in the gallery, but they all played correctly during the event.

Cause: The workflow has Auto Sync disabled. Photos are saved locally but never uploaded.

Solution:

  1. Open Global Settings > Cloud Tab (see Cloud Tab settings).
  2. Enable Auto Sync (and Auto Sync Raw Photos if you also want raw uploads).
  3. For past events, follow the manual upload steps above.

Tip: As one support agent confirmed: "Yes, you can add raw photos to your Cloud Gallery as long as you enable 'Auto Sync Raw Photos' under the Cloud tab in Global Settings."

Auto Sync Is On but Causing Other Problems

Problem: Auto Sync Raw Photos is enabled but the booth crashes or disconnects from the camera mid-event.

Cause: Auto Sync Raw Photos can be the underlying issue when a booth runs on weak internet -- the raw-photo upload queue backs up, which can stall the booth or cause it to disconnect from the camera. Deselecting Auto Sync Raw Photos restores stable operation in this scenario.

Solution:

  1. If Auto Sync is causing instability, disable Auto Sync Raw Photos during the event.
  2. Keep Auto Sync for AI photos enabled (those are smaller and more important).
  3. After the event, manually upload the raw photos using the dashboard's Upload button.

Wrong Event Selected on the Dashboard

Problem: The gallery looks empty, but the photos synced to a different event.

Cause: The booth syncs to whichever event is currently selected on the dashboard at the time of capture. If the dashboard event was switched mid-day, photos go under the previously-active event.

Solution:

  1. Sign in to the cloud dashboard.
  2. Open every event from the day in question and check each one's Gallery section.
  3. As Foto Master support advised: "Try switching between events, then click the top-right section to see if the photos from Sunday are there."
  4. If photos are in the wrong event, contact support@fotomasterltd.com to have them moved.

Re-Running AI on Saved Raw Photos

Problem: The raw photos exist locally, but the AI versions were never generated or are also lost.

Cause: The AI request may have failed at the time. If the booth was offline for those sessions, no AI generation happened.

Solution:

  1. There is limited support for re-running AI on past raw photos directly from the booth — only for very recent sessions within the same event session.
  2. For older events, upload the raw photos to the cloud gallery and run AI from there if available for your plan.
  3. Contact support@fotomasterltd.com with the event name and date — they can sometimes regenerate from cloud-side raw copies.

Reporting Missing Photos to Support

Include: Cloud account email, exact event name and date, total sessions vs. photos in gallery, gallery share link, whether the booth was on Wi-Fi or hotspot, and any "AI not working" messages noticed during the event.

Tip: Always keep raw photos locally even when auto-syncing them. If something goes wrong cloud-side, you still have the originals to re-process.

Related Articles

Was this helpful?

Related articles