Device: iPhone 17 Pro, iOS 27.0.1
Also tested: iCloud.com in a web browser on Windows
Since early September 2026, I have not been able to access any of my iCloud data. It appears to be stuck in an encrypted state, even though Advanced Data Protection (ADP) shows "Off" in Settings.
WHAT IS HAPPENING
- iCloud.com shows 3,838 photos and 268 videos (29.3 GB), but every photo appears as a blank tile.
- iCloud Drive (12.1 GB) and Notes on iCloud.com show "There was a problem loading this content."
- iCloud storage lists an iCloud Backup of 17.7 GB, but with "0 Devices."
- During iPhone setup, "Choose an iCloud Backup" fails with "Cannot Load iCloud Backups – There was a problem connecting to your available iCloud backups."
- The Photos app on my iPhone has been stuck on "Syncing..." for over two months.
- Trying to turn ADP on gives: "Cannot Turn On Advanced Data Protection – An error occurred while displaying your recovery contacts. Please try again later."
- I requested a copy of my data at privacy.apple.com. The iCloud Drive and Notes exports only contained a usage log CSV and a guide PDF, with no actual files or notes.
WHAT I HAVE TRIED
1. Updated iOS and restarted the phone several times.
2. Erased the iPhone and set it up again, entering the passcode of my previous iPhone when asked (I no longer have that device).
3. Set it up as a new iPhone and turned on sync for Photos, Drive, Notes and Passwords.
4. Kept the phone on Wi-Fi and charging, with Low Power Mode and Low Data Mode off.
5. Tried different Wi-Fi networks.
6. Checked iCloud.com on a computer: same errors.
7. Tried my recovery contact, but the recovery contact screen shows an error.
8. Recently tried with a new device as well.
APPLE SUPPORT
- I opened a case with Apple Support on 5 September 2026.
- Since then I have followed up many times and done multiple troubleshooting sessions with advisors.
- I have submitted diagnostic logs 6–7 times.
- The case was escalated to the engineering team.
- On my latest call, I was told engineering is still investigating and there is no defined timeline for a resolution.
- After more than two months, I still have no fix, no workaround and no estimate.
MY QUESTIONS
- Has anyone else had ADP show "Off" while their iCloud data stays encrypted and unreadable?
- Did anyone get their data back in this situation? If so, how, and how long did it take?
- Is there a way to make my iPhone a trusted device so the encryption keys sync and the data decrypts?
- Is there a better escalation path inside Apple for a stuck encryption issue like this?
My data still shows up in iCloud storage, so I believe it isn't lost, only locked. I'm still paying for iCloud storage and can't open any of it. Any help or similar experience would be really appreciated. Thank you.