What if I see “Not in this backup”?

This file wasn't in the iPhone's backup. Files kept only in iCloud aren't included.

What if I see “Still backing up”?

It appears when the backup is done. See Read messages while the backup runs.

Click Preview. Then click Open with… or Save a copy….

Click Open with… to pick another app. Or click Save a copy….

Click Open with… or Save a copy….

No app on this PC opens this kind of file. Click Save a copy…. Install an app that opens it.

Email support@textportapp.com. Say which step you were on. Say what you saw. We usually reply within a day.

Right-click the empty space next to the message. Click Save original… .

Yes. Save a copy… and Save original… save the original file.

Save them as a ZIP. See Save photos and attachments as a ZIP .

Yes. Drag it from the conversation to a folder.

Windows 4 steps · Updated Nov 5, 2026

In a conversation:

Click the photo or Preview

Click a photo, a video, or Preview on a file. It opens over the conversation.
Click the arrows to see the others

They are on the left and right sides. They go through every photo and file in this conversation.

You can also press Left and Right.
Click a button at the top

Save a copy… (1), Copy (2), Open (3), or Open with… (4). Point at a button to see its name.

On a photo you can also zoom with the buttons to the left of them.
Press Esc to close

Or click Close at the top right. The conversation shows again.

You saw the photo or file. Any copy you saved is the original file.

What you seeWhat to do

Not in this backup: This file wasn't in the iPhone's backup. Files kept only in iCloud aren't included.
Still backing up: It appears when the backup is done. See Read messages while the backup runs.
Can’t show this photo: Click Preview. Then click Open with… or Save a copy….
Windows can’t play this file. Open it with another app, or save a copy.: Click Open with… to pick another app. Or click Save a copy….
This file is too large to preview. Open it with another app, or save a copy.: Click Open with… or Save a copy….
Couldn’t open the file: No app on this PC opens this kind of file. Click Save a copy…. Install an app that opens it.
None of these match.: Email [email protected]. Say which step you were on. Say what you saw. We usually reply within a day.

: Right-click the empty space next to the message. Click Save original….
: Yes. Save a copy… and Save original… save the original file.
: Save them as a ZIP. See Save photos and attachments as a ZIP.
: Yes. Drag it from the conversation to a folder.