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3 Messages

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170 Points

Wed, Nov 9, 2016 3:46 AM

Not a problem

Lightroom: Mobile Sync getting stuck repeatedly

I've had issues with my Mobile Sync getting stuck on certain files and requiring major intervention with either clearing lrsync data on my computer, deleting invalid media from the Lightroom mobile site, or deleting actual media from my phone gallery + Lightroom mobile app. 

Shouldn't a major retail software platform work much more reliably?  I just worked through my latest problem with support but I shouldn't have to continually do this.  Are there any planned improvements to the Mobile Sync platform in the future, particularly focusing on stability / reliability?   I'd like to express my vote toward improvement in this area if possible, I don't know if here is the best place, if not, please let me know where!

Responses

4 Messages

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116 Points

4 years ago

This is an issue important to me as well.  Would like to see this process improved.

178 Messages

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3.7K Points

4 years ago

I've had couple of issues with Mobile Sync as well, and even though I think Adobe is progressing (they fixed my problem with need to upload all Smart Previews every time there was an update to LR) I'd like to see syncing behaving extremely reliable rather than mostly reliable.

Adobe Administrator

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9.1K Messages

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127.2K Points

4 years ago

Are there any specific issues regarding Sync today that are currently not working? Much has been improved in recent weeks but I am always wanting to hear of currently active issues so that they can be reported to the team. 
Adobe Photography Products

Quality Engineering - Customer Advocacy

9 Messages

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194 Points

Rikk- 

My Lightroom continues to stall.  I think I have tried every suggested way to improve the syncing of my files to mobile.  I have removed the sync file and deleted my catalog multiple times to get it work correctly.  My issue return very quickly and can never leave my computer until sync is complete because it will stall.  To fix it, I have close and reopen Lightroom.  It will sync for a while and then stop.   Any additional thoughts or a well documented action plan I can try to fix it? 

Adobe Administrator

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9.1K Messages

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127.2K Points

At this point my hunch is a single file somewhere is hanging things. 

If you go to http://lightroom.adobe.com and log in with your Adobe ID, it should help you decipher what has synced and what hasn't. 

Armed with that, you may be able to remove some items from the sync on your desktop and add them back in small packets until we discover where the offending element is. 
Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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116 Points

I think the point of the thread is more this:  how can you guys engineer this such that there doesn't have to be a library of workarounds to keep fixing it.  It should just work.  Some part of it needs to be brought back to the drawing board to become more robust, reliable.

If a file gets stuck, it shouldn't hold up other files from syncing.  It should detect that it is stuck and either fix it automatically or pop up a friendly message with with options to fix it (simply).

9 Messages

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194 Points

Rikk-

Yes I have seen it get stuck on a file but then it always gets  stuck until I remove the file.  In my case it doesn't appear to be specific file and once I close and open the program it starts to sync again.

Adobe Administrator

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9.1K Messages

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127.2K Points

@Fred: Improvements are going in continually. It has high visibility for us. Thanks for your patience!
Adobe Photography Products

Quality Engineering - Customer Advocacy

5 Messages

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114 Points

I am having a current issue. Old phone died so I got a new one and installed a fresh copy of LR Mobile. On the new copy on several collections I get only one or two photos on the phone. I have rebooted, am on home wifi. All photos show on the Lightroom site and downloaded to the old phone.

3 Messages

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170 Points

@RikkFohr - am ready to not use lightroom anymore as I just returned from a trip, apparently stuck AGAIN - and need images NOW. I don't have the time to 'try' whatever whatever....NEEDS to be more dependable for me. Period. 

Adobe Administrator

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9.1K Messages

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127.2K Points

@Steve

Is it stuck syncing from mobile to desktop, desktop to mobile or both? I realize it is frustrating to you but we are trying to gather as much information as we can. 
Adobe Photography Products

Quality Engineering - Customer Advocacy

259 Messages

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6.1K Points

The main problem is simply that it is incredibly slow and gets stuck all the time even when you have a very good network connection. It also does not appear to be doing anything at times and just stay at one number of images remaining. You also have to keep your device awake and in Lightroom mobile because it will stop syncing images when the device dims its screen. I like the potential but syncing is still very unreliable and takes way too long. I just returned from a small trip where I only used a sd card reader and my iPad Pro using Lightroom mobile (fully updated) to test the fully mobile workflow. The syncing is definitely a pain point: http://lagemaat.blogspot.com/2016/11/...

259 Messages

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6.1K Points

Ps. A lot of the "getting stuck" comments might be coming from the number in the little cloud icon providing way too little feedback on progress. On slower connections (think hotel internet) it might take over a minute to upload a single raw file. To the user, Lightroom's sync appears to be stuck or not doing anything. A little progress bar that shows progress per image might be reassuring to people that something is actually happening.

178 Messages

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3.7K Points

@Jao,

Agreed, sometimes it can be just the wrong impression that nothing is happening.

3 Messages

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170 Points

this has nothing to do with slow hotel connections - it just doesn't work right through the cloud as videos get hung up....for me, A LOT and increasingly so....and no one is doing anything about it. 

4 Messages

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116 Points

Related to the topic of getting the impression that nothing is happening -

It seems that in some cases with larger files on IOS, the sync cannot finish in the background before the app is terminated / put to sleep by IOS.  I've seen recently that you just have to leave the app open and running in the foreground for an extended period of time to complete syncing correctly.

The problems here:
  • It should be clear to the user somehow that if the app is in the background that the pending files may not complete properly -OR- it should be re-engineered so that this is not a problem
  • If it cannot be fixed to run in the background properly, active feedback needs to exist in the app so you know when it is actually done syncing and how much longer it must keep running before it will be done