topic Re: Cannot see / download any media in my Samsung cloud gallery on my PC in Mobile Apps & Services

Cannot see / download any media in my Samsung cloud gallery on my PC

PitRejection235 — Thu, 14 May 2020 11:59:14 GMT

Hi,

I've got pictures & videos saved to my Samsung Cloud Gallery from my S9+. I want to download them all to my PC. When i log into the samsung cloud website on my PC, there is no way to see the media in the gallery - all i get is a screen with status of the storage I've used, backup status, etc. There is no way to launch the gallery from my web browser to see the photos I want to download to my PC.

How do I see and download them?

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

ChrisM — Sat, 16 May 2020 13:23:11 GMT

Have you still got the items on your phone, @PitRejection235? Have a look at this useful link for transferring media from your phone to your PC.

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

PitRejection235 — Sat, 16 May 2020 16:45:13 GMT

Unfortunately not, hence the need to copy from the cloud to my PC. Why can't I see any of my media in the cloud, or donlwnload it to my PC? Surely this is basic standard stuff from cloud storage?!

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

CarloL — Sun, 17 May 2020 08:48:10 GMT

Hey @PitRejection235! I can confirm that it is not possible to view the data saved on the Cloud from the PC, you can only see the statistics. The data is there but can only be restored from the phone. I would recommend usign Smart Switch to back up your data on your PC and at the same time you have access to it, you can download this software on your PC from here.

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

PitRejection235 — Sun, 17 May 2020 09:29:40 GMT

OK thanks @CarloL

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

FlorieJoy — Mon, 18 May 2020 09:24:45 GMT

Thanks for the insight and helpful advice

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

NomaJ — Mon, 18 May 2020 15:05:27 GMT

Hi, please help! I also have this problem. I have downloaded smartswitch however when I connect my phone to my PC I receive a message that says "Unsupported Device" The connected device is not supported by smartswitch. I have a Galaxy S9. I am desperate to retrieve files from my cloud that have been deleted from my phone in error. PLEASE is there any other way to view and download files from the cloud back to either my phone or my PC???! Thank you!

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Anabaric — Tue, 19 May 2020 10:25:52 GMT

has this changed recently then?

Because 100% you used to be able to download pictures via the web gallery interface.

And there is still images and instructions on the samsung websites?

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Anabaric — Tue, 19 May 2020 10:37:56 GMT

Also this conversation I had with support today:

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Genwrx — Tue, 19 May 2020 18:34:59 GMT

I am also having this problem, support told me that the website is outdated and it can only be accessed through the phone. i dont really believe that and i think it is a new problem because it was working like a week or two ago.

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Rockport — Sat, 06 Jun 2020 13:37:05 GMT

Any new info on when this glitch is going to be resolved???

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

jnieman — Wed, 10 Jun 2020 13:15:23 GMT

Any update here?

I received an email saying my all my cloud data will be deleted in one month because of 12 months of inactivity but I can't even do anything in samsung cloud because it only shows statistics and doesn't let me download the data to my PC. I've never heard of a cloud like this. This is unacceptable.

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

NomaJ — Wed, 10 Jun 2020 14:34:11 GMT

Hi All

This is what Customer Service has sent me. Not sure if it is any help to any of you?

Dear Customer,

Thank you for contacting us. We appreciate the opportunity to assist you.

I understand from your inquiry that you were unable to access your Gallery data through Samsung Cloud website.

Samsung Cloud Web currently only provides a dashboard service for the time being.

After improving the security features, we plan to reopen it in July. To use this feature, please keep the Samsung Cloud app up to date.

If you install Samsung Gallery on window10 OS, you can download the synchronized photos.

Please search Samsung Gallery in Microsoft store or install it through the link below.

https://www.microsoft.com/en-us/p/samsung-gallery/9nblggh4n9r9?activetab=pivot:overviewtab

Please note that you still can see or download your data on Samsung Cloud with your Galaxy phones or tablets.

Alternatively, , please access to http://privacy.samsung.com and then ask to download your data.
Go to my Data > sign in Samsung account > Download data > Request download > Select Samsung Cloud > Request a download.

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Banel — Sat, 13 Jun 2020 23:12:14 GMT

And this sucks !!! This is reddicelius that you can not see your own files !! Just accept that Sumsung cloud sucks! Im not gonna use it anymore. Meehh

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Banel — Sat, 13 Jun 2020 23:13:44 GMT

Bc it sucks!!!!

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Spetz — Tue, 16 Jun 2020 10:21:38 GMT

I've been speaking with support for a few hours and they are basically just avoiding the question/situation. 2 different people have told me that i should simply use smart switch to recover the data from cloud, then download it on my phone. This of course makes no logical sense because the files on cloud are not a 'back up' - they are simply files on a cloud. I can actually see all of them on my phone when i go into the cloud app, but of course can't do anything with them, i can only delete them or view them.

They are being absolute fools... 2 of them told me to use smart switch. I followed her advice then she went on to say smart switch is just used for back up and restore. So i said "yes that's what i told you before". She then made another few options for me then just said "the only way to do this is via smart switch, you need to get the files on your phone first before you can transfer to your PC."

Back and fourth.... if i haven't backed up to smart switch then of course if i restore, it will just restore the back up...not stuff from the cloud.

Cloud is broken. They are just avoiding it.

Please everyone update if you have success

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

NomaJ — Tue, 16 Jun 2020 10:23:47 GMT

Oh, and I can't use Smartswitch either as for some reason I kept getting an error message. *****

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

NomaJ — Tue, 16 Jun 2020 10:27:34 GMT

"Please note that you still can see or download your data on Samsung Cloud with your Galaxy phones or tablets."

- This is not true. You can not download your data from the Cloud. Which is what my original problem was.

"Alternatively, please access to http://privacy.samsung.com and then ask to download your data.
Go to my Data > sign in Samsung account > Download data > Request download > Select Samsung Cloud > Request a download."

I have done this and downloaded the file, however the file format they provided the data in has an extension I have no idea what it is and my computer doesn't recognise it (and therefore can't open it).

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Spetz — Tue, 16 Jun 2020 10:29:05 GMT

'Please note that you still can see or download your data on Samsung Cloud with your Galaxy phones or tablets."

Also, i don't believe this is possible for me either. I can view the photos on cloud on my phone, but i can only view them and delete them, not actually download them...

Re: Cannot see / download any media in my Samsung cloud gallery on my PC

Spetz — Tue, 16 Jun 2020 10:29:40 GMT

Hey, how long did it take you to recieve the download link? I just requested it myself also