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Camera upload is stuck on "waiting to upload"

dirwin85dirwin85 Posts: 65Members, Plex Pass Plex Pass

Hello,

I am using an iPhone8 to upload photos to my server, it had worked in the past but for some reason for the last month or so it stays on the waiting to upload, i have tried reseting it, turning upload on and off, changing destination folders, and tried manual with no luck. Any suggestions?

My dedicated PLEX server
AMD RYZEN 7 1800X (15,382 PM) With Windows 10 Pro
42 TB Network Storage
125 Down/ 25 Up Cable Internet (will upgrade to fiber Q3 2018)
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Answers

  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    Logs should help

    Enable debug logging on the server
    and take a photo on the iPhone
    Then open the iOS app and select settings / camera upload
    If it does not start scanning the phone looking for new photos to upload, take a screenshot and then settings / Help & Support / Debugging / Share Debugging Data
    and email the zipped logs to your mailbox

    Get the server logs
    and attach all logs and screenshot here

    See
    https://support.plex.tv/hc/en-us/articles/201643703-Reporting-issues-with-Plex-Media-Server
    https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

    https://support.plex.tv/hc/en-us/articles/201636593-iOS-Logs

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  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass

    I have the same issue. In fact, when I first configured the Camera Upload, it worked, and began uploading my photos. It uploaded approximately 40 out of 400 photos, and then I received a "Waiting on server" response. Ever since, despite resetting or reconfiguring the Camera Upload option, I am unable to get it to work again.

    I notice if I turn the feature off and back on, it seems to communicate, "Gathering information", "Looking for new media to upload", then "Preparing to upload", and finally "Waiting to upload". I have attached the logs below.

  • dirwin85dirwin85 Posts: 65Members, Plex Pass Plex Pass

    I'm having issues getting the documents off my phone but here is the logs from the server side

    My dedicated PLEX server
    AMD RYZEN 7 1800X (15,382 PM) With Windows 10 Pro
    42 TB Network Storage
    125 Down/ 25 Up Cable Internet (will upgrade to fiber Q3 2018)
    PlexPy for metrics

  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    @DASHIP said:
    I have the same issue. In fact, when I first configured the Camera Upload, it worked, and began uploading my photos. It uploaded approximately 40 out of 400 photos, and then I received a "Waiting on server" response. Ever since, despite resetting or reconfiguring the Camera Upload option, I am unable to get it to work again.

    I notice if I turn the feature off and back on, it seems to communicate, "Gathering information", "Looking for new media to upload", then "Preparing to upload", and finally "Waiting to upload". I have attached the logs below.

    Thanks for the logs. I can see an upload attempt at 12:27:40 for 2013-09-12 10.57.01.JPG which was partially uploaded before and some error was received from the server when attempted to resume

    With all issues where you have communication between two applications, one needs to see both sides

    If you can easily reproduce, please enable logging on the server
    In Plex Web, Settings -> Server - > General -> Show Advanced
    and please for this issue enable both verbose logging and debug logging
    Save changes
    Restart the server to get fresh logs created

    Reproduce the problem
    Get a screenshot of the iOS app error showing when it was displayed
    Capture the iOS logs zip as before
    and the server logs zip - see https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

    and attach all here

    Then you can disable verbose logging on the server - leaving just debug logging (the default)

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  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    @Drake Irwin said:
    I'm having issues getting the documents off my phone but here is the logs from the server side

    Oct 27, 2017 12:05:07.512 [1156] ERROR - Error creating directory M:\PHOTO COLLECTION: boost::filesystem::create_directories: The system cannot find the path specified: "M:\"
    

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  • dirwin85dirwin85 Posts: 65Members, Plex Pass Plex Pass

    @sa2000 said:

    @Drake Irwin said:
    I'm having issues getting the documents off my phone but here is the logs from the server side

    Oct 27, 2017 12:05:07.512 [1156] ERROR - Error creating directory M:\PHOTO COLLECTION: boost::filesystem::create_directories: The system cannot find the path specified: "M:\"
    

    so it needs a new place to store the photos?

    My dedicated PLEX server
    AMD RYZEN 7 1800X (15,382 PM) With Windows 10 Pro
    42 TB Network Storage
    125 Down/ 25 Up Cable Internet (will upgrade to fiber Q3 2018)
    PlexPy for metrics

  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    @Drake Irwin said:

    @sa2000 said:

    @Drake Irwin said:
    I'm having issues getting the documents off my phone but here is the logs from the server side

    Oct 27, 2017 12:05:07.512 [1156] ERROR - Error creating directory M:\PHOTO COLLECTION: boost::filesystem::create_directories: The system cannot find the path specified: "M:\"
    

    so it needs a new place to store the photos?

    You must have specified a path of M:\PHOTO COLLECTION for the library camera uploads and the error is indicating that Plex Media Server cannot access the M:\ Drive

    Is this a network share ?
    Is the drive mapped before Plex Media Server launches?
    Are you perhaps running Plex Media Server.exe as a Windows Service ? in which case network drives cannot be used

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  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass

    I was able to reboot my NAS over the weekend, and then recreate the issue today. I have attached both the server and iPhone client logs. I am not sure why the server logs are so large, unless that is normal.

  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    @DASHIP said:
    I was able to reboot my NAS over the weekend, and then recreate the issue today. I have attached both the server and iPhone client logs. I am not sure why the server logs are so large, unless that is normal.

    Thank you for the logs. The problem appears to be to do with resuming a partially uploaded camera file and there looks like an error with the continuation

    I will refer this to the development team.

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  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member
    edited October 2017

    @DASHIP said:
    I was able to reboot my NAS over the weekend, and then recreate the issue today. I have attached both the server and iPhone client logs. I am not sure why the server logs are so large, unless that is normal.

    Could you look in the temp directory path for directory named plex and with upload directory below
    and see if you have any files referencing 2013-09-12 10.57.01.JPG
    If you find any, please copy the file out and zip the file and send it to me by Private Message and let me have the exact filename and path where you found it

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  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass
    edited October 2017

    ..........

  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass

    I was able to locate the Upload folder on my QNAP NAS. Please see below for the directory structure and contents. I have sent you a copy of the .JPG image file separately, although I did not note any error in the file itself, and am able to view the file without any problems.

  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    Thank you - need to compare the actual image file size with what is in this directory which has size of 2547041 for the file 2013-09-12 10.57.01.JPG

    The forum changes file size when attached - so send me the image through upload to dropbox or similar service and send me PM with link

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  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass

    I sent you a share link to the file. Let me know if you have any problems downloading it.

  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    Thank you very much - got it and the directory listing snapshot and photo added to the issue I have raised with development

    At some point when you don't want to wait any more - you could zap the files in the temp sub-directory and the upload should start from beginning

    The issue here is that we have a partial upload temp file that is actually full file size and there is an issue with how that gets handled to resume to upload the remainder !

    Would you happen to have any ios or Plex media server logs for 17th October 16:10 onwards?

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  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member
    edited October 2017

    May be there was an error when attempting to move the uploaded files from the temp area to the target library path location?

    Did you have perhaps run out of space ? Just guessing

    Probably the other files in that temp directory are also full-size complete upload files.
    After upload the file would get moved from temp to destination directory

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  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass

    A question about deleting the remaining files in the upload directory before retrying: Should I only delete the *.JPG image files in the existing folder, or should I delete the parent folder(s) as well? If you would like to delete parent folders as well, which ones? (/10961872/8E6FE6A9-CE27-4030-8144-18FCDA47284D/5) In other words, would the server recreate the folders or not, and would that be a bad or good thing in terms of retrying from scratch?

    A couple answers to your questions:

    • I did not run out of space. I have roughly 800G available on that volume.
    • Error moving the files?: I know that the system downloaded approximately 30 pictures from my iPhone before failing. Since there are only 12 remaining in the temporary upload folder, it was able to move something like 18 other files before failing. Therefore I do not believe there was an issue with respect to moving files that somehow occurred after the first files were moved.
    • Plex Media Server logs from 10/17: I don't have any separately saved PMS logs, other than the one I already sent. I am unsure if the log file is recreated when restarting PMS or not. If the file I sent doesn't include the historical records you are looking for, I suspect I won't have them unless you can tell me how to find them.
  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass

    I went ahead and deleted just the *.JPG files in the existing upload folder. As soon as I deleted the files, I went back to the iPhone client and clicked on the Camera Upload option. To my amazement, it immediately resumed, checked which files were already uploaded, and began uploading pictures again.

    The upload began at 32 out of 400. Initially, the upload speed was quick, and images were being uploaded one after the other. During this time, I checked the temporary upload folder, and there were no .JPG images listed inside the folder. Apparently, they were being moved to the destination folder immediately.

    However, after about ten images had been transferred, the rate of upload began to slow. At this point, when I checked the temporary folder, I noticed that there were now .JPG files in the folder which weren't being moved out after upload. In addition, I noticed that there was one file in the folder with a .inProgress extension, indicating an incomplete file that was still being downloaded.

    This condition continued until there were 12 files in the Upload folder. This is the same number of files as in the previous failure. The iPhone Plex client indicated 11% complete in transferring the 12th file, and the file name on the NAS shows .inProgress. However, when I checked the destination folder (a Photos shared folder), I found that all twelve of the files had actually been copied, and were complete, including the twelfth file.

    At this point, the upload failed again, and the client displayed "Waiting for Server". Therefore, I wonder if the issue is related to deleting the temporary file after copying it to the destination folder, and/or perhaps renaming the .inProgress file.

    Here is a directory listing of the upload folder:

    I have attached the iPhone client and Plex Server logs.

    After about 15 minutes, I went back to the upload folder to check the file name to see if the twelfth file still had .inProgress appended to it. In fact, it had been renamed, and no longer had .inProgress appended to the end. Perhaps the process handling the files has an issue.

    At this point, I went ahead and deleted the .JPG files again, turned Camera Upload off on the iPhone client, and then back on again. The iPhone client began uploading images again, as before. However, this time it was only able to upload a single file, and I noticed that it got to 100% complete, and then indicated it was going to upload the same file again. At that point, it failed as noted above. The file name still had .inProgress appended, but the file had been copied to the destination folder.

  • sa2000sa2000 Posts: 31,268Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    Thank you.

    The logs are showing repeated database lock errors - I am not sure at this stage if that was a factor

    Could you tell me what time was the list directory done in the screenshot you attached
    I can see errors on these files but the directory listing only has file for the 2nd
    2013-09-12 10.57.21.JPG and 2013-12-07 15.34.21.JPG
    Errors on 2013-09-12 10.57.21.JPG at 09:09:56 and 11:26:44
    Error on 2013-12-07 15.34.21.JPG at 11:58:10

    Also could you check on the iphone if the JPG with timestamp 2013-12-07 15:34:21 is just one or there is a burst of multiple images at same second giving same timestamp filename

    Also would like to try again with the library automatic scan disabled - so that it does not kick in whilst uploads are in progress
    So try to see if this makes a difference
    Settings / Server / Library / Update my Library Automatically Untick this and save changes
    and then clear the temp files and resume the uploads

    If still results in errors, please capture logs again and list directory

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  • DASHIPDASHIP Posts: 17Validating, Plex Pass Plex Pass
    edited November 2017

    I did check the he JPG with timestamp 2013-12-07 15:34:21 and it is a single image.

    I turned off Settings / Server / Library / Update my Library Automatically, deleted the images remaining in the upload folder, and retried enabling Camera Upload on the client. To my amazement, the process restarted immediately, and continued through all 435 images and .MOV videos without any errors. During this time, I watched the temp upload folder, and the only filename in the folder was the currently-downloading image name with .inProgress appended. The file was immediately moved before the next file upload began, and there was never more than one file in the folder at a time.

    It appears that the issue lies with Automatic Library Updates conflicting with the upload and database.

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