Hi everyone,
I'm facing an issue with App Store Connect → App Store → iOS App Version → App Previews and Screenshots.
I'm preparing my first iOS app submission and have uploaded screenshots for the iPhone 6.5" Display.
I uploaded multiple screenshots successfully. Currently, 7 screenshots are uploaded successfully, but one additional screenshot became stuck in a processing state.
The affected screenshot appears as a pink/white placeholder with a loading spinner and has remained in this state for more than 10–15 minutes.
The problem is that I cannot remove the stuck screenshot.
What I see
The screenshot section shows approximately:
- iPhone 6.5" Display
- 7 of 10 Screenshots
- The problematic screenshot shows a loading/processing spinner
- There is no Delete (–) button
- Hovering over the screenshot does not show a delete option
- Delete All is also unavailable/greyed out while the screenshot is processing
What I have already tried
I have tried the following:
- Waited more than 10–15 minutes for processing to complete.
- Refreshed the App Store Connect page using Safari.
- Signed out of App Store Connect.
- Signed back in.
- Opened Media Manager / View All Sizes.
- Checked the iPhone 6.5" screenshot section in Media Manager.
- Tried hovering over the stuck screenshot to find the Delete (–) button.
Unfortunately, the screenshot is still stuck and there is no delete option.
Important detail
The other screenshots are already uploaded successfully, so I don't want to use Delete All, as I don't want to remove the screenshots that are working correctly.
The app version is still in:
Prepare for Submission
so the version should still be editable.
Questions
Has anyone experienced an App Store Connect screenshot getting permanently stuck in the processing/loading state?
If so:
- Is there a way to force-remove the stuck screenshot?
- Is there a way to reset the screenshot/media processing state?
- Can Apple Support remove the stuck asset from the App Store Connect backend?
- Is there another Media Manager workflow that allows deleting an asset while it is still processing?
- Is there a recommended way to replace the stuck asset without deleting the other valid screenshots?
I'm using Safari on macOS, and the issue persists even after signing out and signing back in.
Any help or workaround would be greatly appreciated.
Thanks!