Support

Copy Logs

If you encounter any issues while processing files, please provide logs for troubleshooting:

1. Once processing is complete or an error occurs, the "Copy Logs" button will appear. Click it to copy the error details.
2. Open a new text file and paste the copied logs.
3. Save the file.
4. Attach the saved log file to your support request to help us diagnose the issue.

Run As Administrator

Getting EPERM, or other permission-related problem? Run as admin.

The software needs full read and write access to your selected output folder. Sometimes, the folder you pick might require more permissions from your system. The software will then be unable to properly output the folder and most likely crash or give you an error. Make sure you run the software as administrator (right click and select "Run as admin") if you are on Windows. This does not affect Mac.

Unzipping Stuck, Corrupted Archive (Bad Zip)

Make sure none of your zips are corrupted or broken.

Downloading multiple large files from Google Takeout using a browser can often lead to a corrupted zip because of various interruptions. You can try re-downloading all your files from Takeout using a third-party download manager of your choice, or try to download them via the browser without any interruptions like the computer going to sleep or the browser closing.

Missing Exifdata in .JSON

Make sure all the necessary info is written in the .JSON files inside Google Takeout's zips.

Our tool uses metadata info it finds in each file's corresponding .JSON file. You can find those .JSON files by unzipping the archive files downloaded from Google Takeout. In the event that your files still don't have the correct date or other metadata after processing, make sure that information is found in the .JSON files.

Wrong Timezone

Make sure the .JSON files in Google Takeout's zips have GPS coordinates.

Google Takeout strips the picture and video time zone from the metadata and only provides the time in UTC format in the .JSON file. We use the GPS coordinates provided in the .JSON file to convert the UTC timestamp back into its local time.

In the event that no GPS coordinates are provided for a file, our tool will look for another file taken within a similar time period that does have GPS coordinates and assume that they were taken in the same time zone.

Lastly, if no surrounding file with GPS coordinates can be found, the software will simply write the time in UTC format and hope that the user's local machine converts it to its current time zone.

If you encounter any issues with time zones, please make sure that you have GPS coordinates written in your .JSON files first.

Still Has the Wrong Dates in Apple Photos (Mac)

Make sure to delete all previously imported files in Apple Photos Mac App and clear its "Recently Deleted" folder because it will cache any previously imported photos with wrong dates.

We've noticed that importing correctly processed photos in Apple Photos Mac App will still show the wrong date if you have previously imported photos with the wrong date in the past (example: you tried importing them in Apple Photos after downloading the archives from Takeout and noticed it didn't work properly).

We strongly recommend clearing those previously imported pictures from your Photos App and also clear your "Recently Deleted" folder so there is no cache file.