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michelleclive
michelleclive, Other
Category: Android Devices
Satisfied Customers: 5569
Experience:  Have worked on android application development and software.
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Have a Lenovo tablet, model Model 60043, serial S/N HB077VLS(62).

Resolved Question:

Have a Lenovo tablet, model Model 60043, serial S/N HB077VLS(62). Had more than a hundred photos in the gallery. Google told me they are changing the way I store my photos and the day the google App was applied I could recover the photos at all.
I did not delete them as I am asked to confirm to delete but cannot find them anywhere.
Hope you can help.
Submitted: 2 years ago.
Category: Android Devices
Expert:  michelleclive replied 2 years ago.
Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.I am sorry to hear that you are facing problem with your stored photos in your tab has disappeared.Please tell me the location you have saved and how did it disappear.
Customer: replied 2 years ago.

Photos were in my gallery. That's where they automatically went after being taken. I had no backup for saving them. Google said they were changing the way my photos were saved and that the existing ones should not be affected. As soon as the google app "photos" appeared on my tablet my other photos disappeared.

Expert:  michelleclive replied 2 years ago.
let me the time you could be online so that we can get this fixed.
Customer: replied 2 years ago.

I will be online at 7pm today

Customer: replied 2 years ago.

I am online now

Expert:  michelleclive replied 2 years ago.
sorry about the delay i was not online on sunday. Please let me know the date and time of your availability i wll be online same time.Thanks
Customer: replied 2 years ago.

Hello Michelle,

I will be online between 10 am and 12 noon today,

10 August.

Expert:  michelleclive replied 2 years ago.
Thanks for your reply. i am online and will be for the whole shift let me know when you have the convenient time to chat and work on the problem.
Customer: replied 2 years ago.

I am online now but will have to leave at 12.30.

Expert:  michelleclive replied 2 years ago.
what is the time right now?
Customer: replied 2 years ago.

1207

Expert:  michelleclive replied 2 years ago.
i am online for couple of hrs may be 5 to 6hrs from now. When will you be back.
Customer: replied 2 years ago.

I have to attend a funeral and will be online at

6pm. Hope that will be suitable for you.

Expert:  michelleclive replied 2 years ago.
sure i will definitely try to be online by that time.
Customer: replied 2 years ago.

Thanks.

Expert:  michelleclive replied 2 years ago.
No problem.
Customer: replied 2 years ago.

I am now online

Expert:  michelleclive replied 2 years ago.
let me know that are you facing a problem with accessing the old photos only or any new ones as well that you have saved after installing the app
Customer: replied 2 years ago.

Only with the old ones. I took new ones which I didn't like and deleted them.

Expert:  michelleclive replied 2 years ago.
but you were able to access the new ones without any problem..is that correct
Expert:  michelleclive replied 2 years ago.
please confirm the name of the app you installed..was it google photos
Customer: replied 2 years ago.

Yes, it was

Expert:  michelleclive replied 2 years ago.
is the app installed or have you removed it
Customer: replied 2 years ago.

Still installed

Expert:  michelleclive replied 2 years ago.
ok..and once you open the app, do you see assistant or collections mentioned on left side pane
Customer: replied 2 years ago.

Yes, Michelle, I see both.

Expert:  michelleclive replied 2 years ago.
click on collections and check do you find your photos.
Customer: replied 2 years ago.

Says "no photos"

Expert:  michelleclive replied 2 years ago.
are you signed in with your google account..also try the assistant view and check if you find photis
Customer: replied 2 years ago.

Doesn't say view when I click on assistant.

Expert:  michelleclive replied 2 years ago.
once you click on assistant on right side what do you see
Customer: replied 2 years ago.

Nothing on the right side, but it did say back-up complete.

Expert:  michelleclive replied 2 years ago.
are you signed into your google account
Expert:  michelleclive replied 2 years ago.
are you chatting with me on your tab or on your computer
Customer: replied 2 years ago.

Have clickd on to google and am just on line to search.

Expert:  michelleclive replied 2 years ago.
that could be the problemopen photos.google.comon right side click on go to google photos buttonthen sign into your google account
Customer: replied 2 years ago.

It is not accepting my password

Expert:  michelleclive replied 2 years ago.
are we chatting in your tablet or another computer
Customer: replied 2 years ago.

another computer

Expert:  michelleclive replied 2 years ago.
and did you try the steps on the computer or the tabletwhere is it not accepting your password
Customer: replied 2 years ago.

on the tablet

Expert:  michelleclive replied 2 years ago.
please open your browser on the computer and type photos.google.com in the address bar and press enter
Expert:  michelleclive replied 2 years ago.
on right side click on go to google photos buttonthen sign into your google account
Expert:  michelleclive replied 2 years ago.
let me know if you are able to sign in on your computer
Customer: replied 2 years ago.

It says photos.google.comhelp and asking for my password. Is it the browser app you wish me to open

Expert:  michelleclive replied 2 years ago.
click herelogin to your google accountlet me know if you are able to login or it says incorrect password
Customer: replied 2 years ago.

says incorrect password *****

Expert:  michelleclive replied 2 years ago.
ok seems that your google password ***** to be reset
Expert:  michelleclive replied 2 years ago.
open the reset page by clicking here
Customer: replied 2 years ago.

OK, how do I do that

Expert:  michelleclive replied 2 years ago.
in the page that opens click on i am having problems signing in and hit next\ok
Expert:  michelleclive replied 2 years ago.
follow the steps on screen
Customer: replied 2 years ago.

ok

Expert:  michelleclive replied 2 years ago.
once you have reset the password ***** you sign in to photos.google.com on your computer and follow the steps i gave earlier and yu should be able to access your backed up photos
Expert:  michelleclive replied 2 years ago.
let me know the status once done
Customer: replied 2 years ago.

keeps asking me to decipher the squiggly letters.

I have done lots

Expert:  michelleclive replied 2 years ago.
let me see if i can check on google more however logically i do not see there should be a problem accessing your data if not deleted by you. Let me look into this as i would need time to check, is that fine if i get back to you or i can open the question to other experts for the input and views.
Customer: replied 2 years ago.

Thank you so much. I only have tomorrow left as on

Wednesday I have to accompany my husband to

hospital. In the meantime, thank you for your help so far.

Customer: replied 2 years ago.

I have tried the "squiggly" letters again but they told

me I've run out of time.

I can be online tomorrow between 9 and 12 am

Expert:  michelleclive replied 2 years ago.
sure let me know when you are and i will be online same time.Thanks.
Customer: replied 2 years ago.

Hello Michelle, I had hoped to be online earlier this morning but something cropped up and I will be back at 12 noon today, 11 August

Customer: replied 2 years ago.

I am online now.

Expert:  michelleclive replied 2 years ago.
Hi, i m online now..let me know if we can continue
Customer: replied 2 years ago.

Yes

Expert:  michelleclive replied 2 years ago.
i will send you a remote link and remote connect and help you with the password ***** for your google account
Expert:  michelleclive replied 2 years ago.
give me a moment
Customer: replied 2 years ago.

Ok

Expert:  michelleclive replied 2 years ago.
click here gree to the Remote Desktop Legal Disclaimer below.The Remote Desktop client file will automatically download to your computer.Open the Remote Desktop client file on your computer and you will be connected to a session with your Expert.After agreeing to the Remote Desktop Legal Disclaimer, you can always download the client again if need be.
Customer: replied 2 years ago.

Where do I find the remote Desktop client file on my tablet

Expert:  michelleclive replied 2 years ago.
no you need to do this on your computer
Expert:  michelleclive replied 2 years ago.
need to open the link on your computer..not on the tablet
Customer: replied 2 years ago.

Where on the computer will that be

Expert:  michelleclive replied 2 years ago.
are we chatting on the computer or tablet
Customer: replied 2 years ago.

on computer

Expert:  michelleclive replied 2 years ago.
ok click here
Expert:  michelleclive replied 2 years ago.
once you click on i agree it downloads a file which you will be able to see in the bottom pane of the window..double click on it to open
Expert:  michelleclive replied 2 years ago.
if you do not see the file , let me know if you are using internet explorer or chrome
Customer: replied 2 years ago.

Have seen it and asking for a download. I am on internet explorer

Expert:  michelleclive replied 2 years ago.
click on download..save and open
Expert:  michelleclive replied 2 years ago.
else click start..documents..on left side pane click on downloads folder...double click on the elsinore screen connect fileif you see multiple such files click on the one with latest date and time or the maximum number
Expert:  michelleclive replied 2 years ago.
were you able to find the downloaded file and run it
Expert:  michelleclive replied 2 years ago.
Let me know if you have any questionsPlease click on a smiley face below or stars above to complete the rating if your question has been answeredThanks for choosing Just Answer
michelleclive and other Android Devices Specialists are ready to help you
Customer: replied 2 years ago.

Although my expert did her best, ***** ***** entirely MY FAULT that she could not recover some photos.

Whilst in communication she helped me set up a new account and was very patient with me considering I'm not exactly what one would call computer literate.

Thank you!!

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