User level: Level 1 (8 points)I am trying to transfer photos from my PC to a new iPad using Apple Devices. I keep getting an error message 'photos cannot be synched to iPad Air because folder (Unknown) cannot be found' I cannot find any advice online - help please to advise on what I am doing wrong
Posted on Sep 30, 2026 7:26 AM
User level: Level 7 (25,466 points)Sep 30, 2026 8:03 AM in response to Heathwaite
I may not be much help-- I've never used the Apple Devices app. I use a Mac and iCloud to synchronize pictures, and that's seamless. And we can't use cable syncing if we use iCloud, so my experience is limited. If you haven't yet, check this out:
Sync your Windows device and iPhone, iPad, or iPod - Apple Support
It's from the User's guide to the Apple Devices app. It might tell you what you need to know, and someone with real Windows experience may come along later.
Hmm--one way is to take the computer out of the loop. Save the pictures to an external drive. Then you can plug the drive into the iPad, and it will show up in the Files app. Then you can select them, choose Share>Save Images, and they'll go to the iPads Photos Library.
User level: Level 1 (8 points)Oct 2, 2026 6:29 AM in response to Heathwaite
Hi Richard, problem sorted. Before taking the nuclear option, I tried the Apple Support site and ended up with the automated support assistant. That took me through some diagnostic steps which finally worked by changing the directory in the app to one of the subfolders in the main Photos folder. Most of my photos are in sub folders so it just means I have to put everything in sub folders and export one at a time. Rereading the various documentation on the process, this is implied but I didn’t pick it up. Very impressed with the automated support assistant.
Thanks for your help.
User level: Level 1 (8 points)Oct 2, 2026 2:24 AM in response to Richard.Taylor
Thanks for the help, Richard. It has confirmed I am following the right process. The screen on my PC mirrors the one in the Apple instructions so the PC and iPad are talking correctly. The only clue to the problem is a sentence in the process description about the process not working if iCloud is in use. I don’t use iCloud as I want my phone and iPad set up differently but have found various settings that imply it is switched on. I have decided to take the nuclear option and reinstall my phone ensuring iCloud is not switched on. If that doesn’t work, even though this is an Apple documented process, I will use your work around.
User level: Level 7 (25,466 points)Oct 2, 2026 6:57 AM in response to Heathwaite
That's great! I'm curious-- what sub-folder do you mean?
Originally posted at discussions.apple.com/thread/256367871