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1 Message

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70 Points

Tue, Nov 24, 2020 1:50 PM

Lightroom Classic: - Sync Issues AGAIN

Hi, not for the first or second time this year syncing has ground to a halt.

No amount of signing in/out, pausing/unpausing or 'rebuild sync data' resolves the issue.

Adobe chat support are advising me to delete the files on lightroom.adobe.com that are in the 'sync issues' folder. At the same time they are asking me if I have a backup (of course). This scares me a bit and I couldn't get a clear answer from the support tech.

There are a large number of files from all over the place under 'sync issues' so it will be a nightmare to find them and restore them.

So the million dollar question, does deleting the images in 'sync issues' eventually remove them from Lightroom Classic Desktop?

Responses

170 Messages

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3K Points

2 months ago

Hi rastawulf - no idea about the sync issues folder. However, I had the same issue for the past few weeks and my solution was to rename the Sync.lrdata file, which on my Mac is located in the <MyUsername>\Library\Caches\Adobe\Lightroom\Sync Data subfolder. This is done while LrC is not running.

I can't recall where that file is located on Windows systems, so you can Google it or someone else may confirm (if you run LrC on Windows).

Once that's done, start LrC and turn on Syncing. It reproduced the file and, it seemed to check for differences between what I had in Adobe Cloud and what was in my Mac's LrC catalog/storage. No unexpected changes happened to my Cloud photos nor on my Lr Mobile photos (on my tablet), so this doesn't seem to harm any photos or album structure that already exists in those locations.

Once it's done syncing, I deleted the old Sync.lrdata file that I renamed (the renaming is a backup in case something unexpected happened and I needed to revert to it, as opposed to deleting it straight away). Hope this helps... 

Adobe Administrator

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9.1K Messages

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127.6K Points

2 months ago

"So the million dollar question, does deleting the images in 'sync issues' eventually remove them from Lightroom Classic Desktop?"

It removes them from Lightroom's All Synced Photographs collection but does not delete them from the Lightroom Classic catalog (provided they'd synced previously). 

If they've never synced successfully to Lightroom Classic, then they will be gone from everywhere - hence the need for a backup. 

I hope this helps. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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152 Points

2 months ago

i have had the same issue on a number of occasions and have ended up deleting files from the sync, support were not a great deal of help at all, basically directing me to FAQ pages, when really I wanted them to do the team viewer thing and find the cause of the problem so they may help me and ultimately others, your issue just proves the point, I became really frustrated with them in the end and hung up and did my own thing. They are ok taking the cast each month but on a few occasions now have not been much help at all

4 Messages

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152 Points

2 months ago

afraid I cannot answer your question with any certainty but just to underline your comment about support, I too have had the problem, made sure I backed up the files given as causing errors in the sync dialogue somewhere else, then deleted them and uploaded the files again to another folder, cleared the error but the main thing here to me is that when you call support and all they do is direct you to FAQ pages or just to delete something without actually investigating what the problem is, surely thats not what they are there for, its clear from your comments and others that many have the same experience and no one at adobe has an answer that can help us, all I wanted was for them to do the team viewer thing and work out where the issue was, waste of time in my honest opinion, happy to take the monthly subs though