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Van Line Pro

Photos and AI issues

Why AI suggestions might not appear (it's admin-only and off by default), plus fixes for unreadable and un-uploaded photos.

Photo problems fall into two buckets: AI suggestions not showing up (usually because AI is off), and photos that won't read or upload. Here's how to tell which you have.

AI suggestions aren't appearing

The most common reason is simple: AI photo analysis is off. It's an admin-only company setting, and it's off by default. With it off, the app uses on-device identification instead of the cloud AI, and it won't suggest pre-existing damage from photos.

To turn it on (admin only):

  1. Open the Settings tab.
  2. Under AI photo analysis, turn on Analyze item photos for damage.

The footer explains it: "When on, item photos are sent to a cloud AI service (Anthropic) to suggest pre-existing damage. Crew always review and confirm before anything is added. Leave off to keep all photos on-device only."

Note: If you're not an admin, you won't see the AI section at all. Ask your company admin to enable it. See AI photo analysis and Team and roles.

Even with AI on, damage is never recorded automatically, you review and confirm every suggestion first. See AI damage suggestions.

AI couldn't analyze a photo

When AI is on but a specific photo doesn't work, you may see:

  • "No movable items were found in that photo. Try a wider shot." — nothing in the frame turned into items. Step back and reshoot.
  • "AI couldn't analyze that photo. Added a single best-guess item instead." — the cloud call failed, so the app fell back to on-device identification and added one best-guess item. Correct it, and reshoot if you need more.
  • "Couldn't analyze photo" (alert title) — the analysis couldn't finish; the message underneath says why. Try again, or capture the item another way.

See Device and scanning issues for the photo capture flow overall.

"Couldn't read that photo."

If a picture you pick or take can't be processed, the app shows "Couldn't read that photo." This is the image itself, not the AI.

What to do: Try a different photo, or retake it. Very large or unusual image files can trip this, a fresh photo from the camera almost always works.

Photos aren't uploading

Item photos sync to the cloud like the rest of your inventory. If a photo hasn't appeared on another device or in an export, it likely hasn't synced yet.

What to do:

  • Get back online. Photos upload when the device has a connection. See Offline use and syncing.
  • Give it a moment, then reopen the item. Sync isn't instant.
  • Don't sign out with unsynced photos on a bad connection, signing out clears the local copy. Get online first so they upload.

See Sync and offline issues.

Photos need camera or photo access

Taking or attaching a photo needs the right permission. If the camera or library won't open, check your permissions. See Camera, microphone & photo permissions.

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