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Hidden photos in Family Hub Gallery?

(Topic created: 08-21-2023 08:39 AM)
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bladuca
Constellation
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Kitchen and Family Hub

Good morning,

I am trying to understand the difference between All Photos and Mobile Uploads on my the Samsung Family Hub Fridge. There is a difference in the number photos that continues to grow as I add new photos and delete old ones. The Mobile Upload photos cannot be opened and I cannot seem to find the different photos to delete them. This has caused my fridge memory to be full and forced me to do a hard reset and start my photo albums over this morning which is not sustainable. If I can get some understanding and some details as to how to fix it that would be great. The photo below is a visual example of my question.IMG-2887.jpg

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Samsung_Moderator
Community Manager
Community Manager
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Kitchen and Family Hub

Hi there, Thanks so much for posting about this, I can certainly understand the frustration of having mystery photos you're unable to see. This is most likely caused by a minor glitch in the Family Hub that can be resolved through either a reset or an update. I'm providing links below that can walk you through how to do each of these. 

1. Reset Family Hub: 

https://www.samsung.com/us/support/answer/ANS00087902/

2. Update Software: 

https://www.samsung.com/us/support/answer/ANS00086663/

However, if after these steps are completed, you're still experiencing this issue with your photos, I recommend reaching out to our dedicated SmartThings team, as they will have the best tools and resources to further assist with this. You can reach them directly by calling 1-866-813-2404. 

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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Kitchen and Family Hub

Hi there, Thanks so much for posting about this, I can certainly understand the frustration of having mystery photos you're unable to see. This is most likely caused by a minor glitch in the Family Hub that can be resolved through either a reset or an update. I'm providing links below that can walk you through how to do each of these. 

1. Reset Family Hub: 

https://www.samsung.com/us/support/answer/ANS00087902/

2. Update Software: 

https://www.samsung.com/us/support/answer/ANS00086663/

However, if after these steps are completed, you're still experiencing this issue with your photos, I recommend reaching out to our dedicated SmartThings team, as they will have the best tools and resources to further assist with this. You can reach them directly by calling 1-866-813-2404.