--- title: Photo and Image Troubleshooting description: Uploading photos, fixing sideways images, and resolving crashes when attaching pictures. --- [Skip to content](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base/photo-and-image-troubleshooting#main-content) English - United States Show submenu for translations [Create your Support Ticket](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base/kb-tickets/new?hsLang=en-us) [Customer portal](https://lp.getmojo.ai/customer-portal?hsLang=en-us) ![Safety Mojo](https://lp.getmojo.ai/hs-fs/hubfs/SafetyMojo-Logo-2x.png?width=200&height=44&name=SafetyMojo-Logo-2x.png) - [Customer Portal](https://lp.getmojo.ai/tickets-view) - [Create your Support Ticket](https://share-na2.hsforms.com/2BaOJ2PJsQsiF-92BKwpJ2we4gnn) Open main navigation Close main navigation - [Customer Portal](https://lp.getmojo.ai/tickets-view) - [Create your Support Ticket](https://share-na2.hsforms.com/2BaOJ2PJsQsiF-92BKwpJ2we4gnn) - English - United States Show submenu for translations - [Create your Support Ticket](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base/kb-tickets/new) - [Customer portal](https://lp.getmojo.ai/customer-portal) - [Contact us](mailto:support@getmojo.ai) [Contact us](mailto:support@getmojo.ai) How can we help you? - There are no suggestions because the search field is empty. 1. [Safety Mojo Knowledge Base](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base?hsLang=en-us) 2. [Troubleshooting](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base/troubleshooting?hsLang=en-us) # Photo and Image Troubleshooting ## Uploading photos, fixing sideways images, and resolving crashes when attaching pictures. **Supported image formats** **Safety Mojo supports JPEG, PNG, and most standard image formats. HEIC files (the default format on iPhones) can be uploaded but may not preview correctly and can sometimes cause issues. For best results, use JPEG.**   | **TIP**  To change your iPhone's default photo format to JPEG: go to Settings \> Camera \> Formats and select Most Compatible. | | --- |   **Photos appearing sideways or upside down in PDFs** **This is a known issue that occurs when photos taken in certain orientations are uploaded. The photo looks correct on your device but rotates when rendered in a PDF report. While a fix is being worked on, these steps can help:** - Take photos directly through the Safety Mojo app rather than uploading from your camera roll. - Before uploading from your camera roll, open the photo in your phone's photo editor and use the rotate tool to ensure it's correctly oriented, then save. Re-upload the corrected version. - On Android, photos taken in landscape mode are most likely to be affected.   **App crashes when adding photos** **If the app closes or the form goes blank when you try to attach a photo:** - Try submitting the form without the photo first, then add the photo to the submitted form afterward. - Large photo files can cause crashes. If your phone has a high-resolution camera, try taking photos at a lower resolution setting. - Avoid uploading multiple large photos at once — attach them one at a time. - Ensure your app is updated to the latest version. - If the issue only happens on one specific form, report it to support with the form name.   **HEIC files not showing a preview** **When you upload a HEIC file, it may show as a broken image icon instead of a preview. The file is still attached and will be included when the form is submitted, but the preview won't display. To see a preview, convert the image to JPEG before uploading (see the tip above about iPhone camera settings).**   **Photos disappearing from completed forms** **If photos that were attached to a form are no longer visible after submission:** - Try refreshing or reloading the form. - Check whether the issue is on the app, web, or both. - If photos are consistently missing from completed forms, report it to support with the form name, your device type, and the date of submission. This helps the team identify whether it's tied to a specific form or device type.   **QR code photo capture: employee name not populating** **When using QR codes for equipment inspections, the employee's name may not appear in the form if the profile isn't set up to auto-populate from the QR scan. Try opening the form directly from the app (not via QR) to confirm the employee appears in a manual search. If they do appear in the app but not via QR, contact support.**   **Reporting a photo issue** **When contacting support about a photo problem, please include:** - The form name and project. - Your device type (iPhone model or Android device) and OS version. - Whether you're on the app, web, or both. - The image format (JPEG, PNG, HEIC, etc.). - A screenshot or description of what you're seeing. - [Getting started](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base/getting-started?hsLang=en-us) - [General](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base/general?hsLang=en-us) - [Troubleshooting](https://lp.getmojo.ai/en-us/safety-mojo-knowledge-base/troubleshooting?hsLang=en-us) [![Safety Mojo](https://lp.getmojo.ai/hs-fs/hubfs/SafetyMojo-Logo-2x.png?width=200&height=44&name=SafetyMojo-Logo-2x.png "Safety Mojo")](http://www.getmojo.ai) Copyright © 2026, Mojo® AI