If every backup ends with Backup Incomplete and the same photo or video is left over each time, iCloud can’t deliver that item’s full-size original to your iPhone or iPad. The original is usually missing or damaged on Apple’s side. The rest of your backup is fine. If restarting your iPhone or iPad and trying again hasn’t helped, the steps below find the item, give it a chance to load, and replace it if it won’t.
The Backup Incomplete screen says how many files couldn’t be downloaded from iCloud, for example 1 file couldn’t be downloaded from iCloud. Older versions of the app say Some files in your iCloud are inaccessible. instead, without naming the file.
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Find the photo. On the Backup Incomplete screen, tap the count (for example 1 file). The list shows each item that couldn’t be downloaded: its thumbnail, whether it’s a photo or a video, and the date it was taken (Created …). Note the date, then tap Photos app and scroll to that date.
If your app says Some files in your iCloud are inaccessible. instead, it doesn’t name the file. Tap Contact Support Team, and we’ll find the file’s name in your app’s log. The name starts with the photo’s date, written month-year-day-time: 06-2014-29-200817 is June 29, 2014 at 8:08 PM.If the Photos app doesn’t show it on that date, check whether the photo is in your Hidden album (see How do I backup hidden photos?), in a shared album, or in an iCloud Shared Library. For a Shared Library, switch the Library view to Both Libraries. The list’s last line already says when a photo is in your Hidden album or a shared album, but not when it’s in a Shared Library. If you still can’t find it, try Re-Sync iCloud Photos.
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Let it load. Open the photo and give it a moment to load at full quality. If it sharpens, run the backup again: the app retries it automatically.
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If it stays blurry or shows an error, open it at icloud.com/photos on a computer, or on another Apple device signed in to the same Apple Account. If it opens there, download it, add the copy back to your Photos library, and delete the broken one.
- If it won’t open anywhere, the full-size original is gone. Take a screenshot of the preview to keep a copy (the screenshot backs up like any other photo), then delete the broken one. Or leave it, since everything else is backed up.
If you need any additional assistance, please contact Picture Keeper support.