Foto Master

Photos Not Syncing to Cloud

Updated 5 days ago · 6 min read

If your photos are not showing up in the cloud gallery, the issue often comes down to a single setting: Media Type to Sync to Cloud is missing the right photo type. Other possibilities include connectivity problems, credit balance, or a stuck upload queue. This article walks through each cause in the recommended diagnostic order.

Quick Diagnostics

Run through these in order:

  1. Open Global Settings > Cloud Tab (Windows -- see Cloud Tab settings) or the Cloud tab (iPad). Confirm Cloud Sync is enabled.
  2. Confirm Media Type to Sync to Cloud includes the photo types you expect -- Final Photo, Raw Photo, GIF, Video.
  3. Check that you're logged into the same cloud account that owns the event you expect the photos to land in.
  4. Verify internet connectivity by loading any web page on the mini-PC or iPad.
  5. Open FMX > Queue Management to see if uploads are stuck.

Tip: If you have been using cloud sync for a long time with both Final and Raw photos flowing through, then suddenly one type stops appearing, a software update may have reset the Auto-Sync Raw Photo setting. Check that setting first.

Common Issues

Photos taken at the event didn't sync to cloud

Problem: Photos taken at an event do not appear in the cloud gallery afterwards.

Cause: Three usual culprits, in this order:

  • The Media Type to Sync to Cloud setting doesn't include the photo type you're expecting (e.g., Raw Photo is disabled but you expected raw photos in the gallery).
  • A software update reset the setting.
  • The booth lost connectivity during the event and the queue didn't fully drain after.

Solution:

  1. Open Global Settings > Cloud Tab and find Media Type to Sync to Cloud. Confirm Final Photo, Raw Photo, Video, and GIF are all enabled if you want all four types in the gallery.
  2. Check Cloud Event Gallery settings on cloud.fotomaster.com -- the Cloud side has its own filter for what to display. Both sides need to agree.
  3. In FMX, open FMX > Queue Management and see if there are pending uploads. If yes, leave the booth connected to the internet until the queue drains.
  4. For an event that's already finished, follow the "Force re-sync" procedure below.

Force re-sync of an event's photos

Problem: The event is over, you're back home, and you notice photos are missing from the gallery.

Cause: Some photos were never uploaded, or the upload was interrupted.

Solution:

  1. Power on the booth and connect to a stable internet connection.
  2. Open FMX and navigate to the event you want to re-sync -- the local event folder will still be on the mini-PC.
  3. In FMX > Queue Management, click Re-sync Event (or right-click the event in the local list).
  4. Allow the upload to complete -- depending on the number of photos and the connection speed, this can take 10 minutes to several hours.
  5. Verify the photos now appear in the Cloud Event Gallery on cloud.fotomaster.com.

Tip: Re-sync only works if the original photos are still on the mini-PC. If you've deleted the local event folder, the photos are gone -- the cloud cannot recover what was never uploaded.

Sync error: "Cloud Sync Video Disabled"

Problem: When trying to share a video by email, you see a message such as "Cloud Sync Video Disabled - To share a video via Email, please enable Sync..."

Cause: Video sync is a separate toggle from photo sync.

Solution:

  1. Open Global Settings > Cloud Tab and find Media Type to Sync to Cloud.
  2. Enable Video in the list.
  3. Save and restart the workflow. The exact path: Global Settings > Media Type to Sync to Cloud > enable Video.

Photos stuck in the upload queue

Problem: Queue Management shows uploads but they never complete.

Cause: Either the connection is too slow / unreliable, the file is too large, or the cloud account has hit a credit limit.

Solution:

  1. Check connection speed -- AI uploads especially need a stable connection of at least 5 Mbps upload.
  2. Switch to a faster network if possible (mobile hotspot on a strong cell signal often beats venue Wi-Fi).
  3. Check your credit balance at cloud.fotomaster.com -- some types of uploads (AI processing, high-volume galleries) require credits. If a recent credit purchase appears to be missing from your balance, contact support.
  4. For a single huge file that's stuck, pause the queue, skip that file, and resume.
  5. Restart FMX as a last resort -- the queue is preserved across restarts.

Wrong account / wrong event -- photos went somewhere else

Problem: Photos uploaded successfully but they're not in the gallery you expected.

Cause: The booth is logged into a different cloud account than the event was created under, or the active event in FMX doesn't match the active event in the Cloud.

Solution:

  1. In FMX, check Cloud > Account and confirm the email address. This must match the email tied to the event on cloud.fotomaster.com.
  2. Check the active event -- in FMX it shows in the cloud panel, on cloud.fotomaster.com it's marked "Active."
  3. If they don't match, switch the active event in either FMX or the Cloud to align them, then re-sync.
  4. For licenses tied to multiple accounts (a known recurring scenario), contact support to verify which account the booth's license is registered under. Real agent fix: "For us to sync the license key on your Cloud account, we need to make sure that the email address you have used on your Cloud account is the same with the one on our system."

Old photos: limited retroactive sync window

Problem: You want to upload photos from an event that ran 3 months ago.

Cause: Cloud retroactive sync has a 90-day window for the original event's photos. After that, the event is archived and the upload pipeline won't accept new uploads to it.

Solution:

  1. For events within the 90-day window, use the "Force re-sync" procedure above.
  2. For older events, you can upload the photos manually to a new gallery on cloud.fotomaster.com -- but they'll appear as a new event, not as part of the original event.
  3. Contact support if you have a special situation -- in rare cases (the customer is requesting photos from a year-old wedding), our team can temporarily reopen an archived event for re-sync.

Cloud Sync isn't enabled at all

Problem: The booth has been running for months and you just realized none of the photos are in the cloud.

Cause: Cloud Sync was never enabled, or it was disabled accidentally.

Solution:

  1. Open Globals > Cloud tab.
  2. Toggle Enable Cloud Sync ON.
  3. Sign in with your Foto Master Cloud credentials -- same email and password as cloud.fotomaster.com.
  4. Set Media Type to Sync to Cloud to include all the types you want.
  5. Save -- new photos will start syncing immediately. Old photos can be re-synced as described above (within the 90-day window).

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