Article ID : SX122204 / Last Modified : 12/10/2018

Photos and videos don't appear in the Album app (Android 8.0 or lower)

    Try these methods one after the other. Verify whether the problem was solved after each method, before trying the next one.

    • Update to the latest available version of the Album app using Google Play Store.
    • Restart the device.
    • Run the Find and fix problems feature in the Album app.
    • Check that you have not hidden photos or videos.
    • Clear data from the Album app, and then restart your phone or tablet.
    • Clear data from the Media Storage app, and then restart your phone or tablet.
    • Verify that your memory card (SD card) is working correctly by viewing its content on a computer or on another device.
    • Confirm that you have not deleted the photos and videos.
    • Make sure that you have not moved the photos and videos to an online photo service, such as Facebook, Picasa or Flickr. Make sure you're logged in to the relevant online service.
    • Make sure that you have not moved the photos and videos to a cloud storage, such as Google Photos or Google Drive.

    Detailed instructions

    Running the Find and fix problems feature

    To run Find and fix problems

    1. In Album, drag the left edge of the screen to the right.
    2. Find and tap Settings > Find and fix problems.
    3. Tap FIND AND FIX.

    Unhiding photos or videos

    To show hidden photos or videos

    1. In Album, drag the left edge of the screen to the right, then select Hidden.
    2. Touch and hold an item until it is highlighted. You can highlight more than one item at a time if needed.
    3. Tap the menu button (three vertical dots), then select Don't hide.

    Clearing data from the Album app

    Android 8.0

    To clear data for the Album application

    1. Find and tap Settings > Apps & notifications > App info.
    2. Find and tap AlbumStorageCLEAR DATA.
    3. Tap OK.

    Android 6.0, 7.0 or 7.1

    To clear data from the Album app

    1. Find and tap Settings > Apps.
    2. Find and tap AlbumStorageCLEAR DATA.
    3. Tap OK.

    Android 5.0 or 5.1

    To clear data from the Album app

    1. Find and tap Settings App.
    2. Swipe to the ALL tab.
    3. Find and tap Album > CLEAR DATA.
    4. Tap OK.

    Android 4.1, 4.2, 4.3 or 4.4

    To clear data from the Album app

    1. Find and tap Settings > App.
    2. Swipe to the All tab.
    3. Find and tap AlbumClear data.
    4. Tap OK.

    Clearing data from the Media Storage app

    Android 8.0

    To clear data for the Media Storage app

    1. Find and tap Settings > Apps & notifications > App info.
    2. Tap the menu button (three vertical dots) > Show system.
    3. Find and tap Media Storage > Storage > CLEAR DATA.
    4. Tap OK.

    Android 6.0, 7.0 or 7.1

    To clear data for the Media Storage app

    1. Find and tap Settings > Apps.
    2. Tap the menu button (three vertical dots) > Show system.
    3. Find and tap Media Storage > Storage > CLEAR DATA.
    4. Tap OK.

    Android 5.0 or 5.1

    To clear data for the Media Storage app

    1. Find and tap Settings > Apps.
    2. Swipe to the ALL tab.
    3. Find and tap Media Storage > CLEAR DATA.
    4. Tap OK.

    Android 4.1, 4.2, 4.3 or 4.4

    To clear data for the Media Storage app

    1. Find and tap Settings > Apps.
    2. Swipe to the All tab.
    3. Find and tap Media Storage > Clear data.
    4. Tap OK.

    Logging in to an online photo service in Album

    To log in to an online photo service

    1. In Album, drag the left edge of the screen to the right.
    2. Find and tap Facebook, Picasa or Flickr (availability depends on app version).
    3. Log in to the service.