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Adobe Photoshop Family

238 Messages

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3.5K Points

Mon, Aug 27, 2018 3:32 PM

Lightroom: Not consistently syncing some images

Four images are not syncing properly in the Lightroom CC ecosystem. The images load fine with the originals on my desktop in Lightroom CC for Mac. They do download fine as Smart Previews to Lightroom CC for Mac on a second computer. Lightroom CC for Mac says the original is stored locally and backed up to the cloud. They are not loading in 3 different iOS devices, showing the message: “the photo failed to load.” Additionally, in Lightroom for Web, they do not show up, instead there is a placeholder and a message saying “Syncing file ___ from [my computer]. Added on 8/26/18.”They are all panoramas merged by Lightroom desktop, then re-imported to Lightroom CC. There was a batch of a dozen of them done and imported together. All are DNGs. They are big (one is 198 MP, 700 some MB), but I have yet bigger panoramas that sync fine. I’m only syncing Smart Previews to my iOS device.This seems to be a recurring issue with Lightroom CC. That is to say sync issues in general. I had problems earlier with Lightroom Classic someone making Lightroom CC that perfectly okay images were corrupted. (Without my even doing any editing in Lightroom Classic, just opening it again and not having turned off Sync.) I’ve since turned it off so that I can continue to merge panoramas and HDR photos.Note: This conversation was created from a reply on: Lightroom iOS: "the photo failed to load" on iOS after sync from Classic.

Responses

238 Messages

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3.5K Points

2 years ago

I have already placed images inside a folder called “for AdobeDebug.” I have also opened a case with support. After 5 hours of troubleshooting the problem yesterday, I was pushed up a tier and am supposed to hear back. I’ll update when I hear more.

238 Messages

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3.5K Points

2 years ago

Update: I spent about 5 hours talking with Adobe support on Monday, trying to resolve the issue. We did a ton of various troubleshooting steps (exporting and re-importing the folders, resetting preferences, logging in and out, even reinstalling Lightroom), all with no effect. Eventually, they escalated it, and I have not heard anything since.

I was able to delete two images, then sync them via iCloud, and import them directly into Lightroom for iOS. The image thumbnails don't render properly (they are all blurred from low resolution). And they still do not show up on the web app or any of my other iOS devices. But the images do show up on the iPad they were imported to when I open them.

I'm still manually maintaining my Lightroom Classic library in parallel with my CC library, so if this continues to go unresolved, it may be time to abandon CC. I'm already evaluating On1 as an alternative, and I'm excited for Luminar's DAM, which I intend to evaluate when it comes out. With as much as my current creative cloud plan is, and as many features as are currently missing from CC, I at least expected it to be reliable. Ah well.

Adobe Administrator

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8.2K Messages

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117.4K Points

2 years ago

Jon, 

This really sounds odd.  Is it just these specific images that are causing the issue? If so, can you share one of the images with us?

Do you have a case number you could share as well?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

238 Messages

 • 

3.5K Points

Yes. There are 4 specific images (out of a batch of 12 or so that I merged and imported together) that are not loading. What’s the best way to share the images with you? The originals are almost a gig, so I’m assuming it would be hard to upload them to this form.

Case #ADB-3421740-F0X3

Adobe Administrator

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8.2K Messages

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117.4K Points

I just need one of them. Send to 
by a file sharing service (Creative Cloud, One Drive, Dropbox, etc)
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

42 Messages

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682 Points

Same Problem with Images, e.g. with a iphone6 Panorama

238 Messages

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3.5K Points

Rikk, sent you an email.

Adobe Administrator

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8.2K Messages

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117.4K Points

2 years ago

Jon,  I have your files. I was able to import them into Lightroom CC. They synced and do show in the cloud. (although the thumbnails are low res on all clients).  What Camera and subsequently software was used in these panos creation?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

238 Messages

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3.5K Points

I took them on my Fujifilm X-T2 and combined them using Lightroom Classic. I did not sync the images at all, I exported them from CC, imported them to Classic, merged them, did some color and light edits, then exported the merged pianos (the ones I decided to keep) from Classic and imported them to CC.

Also note, we have tried re-importing them in a variety of different ways (imported them into Lightroom CC for Mac, into Lightroom.adobe.com, and into Lightroom CC for iOS). The thumbnails for me do not show up in adobe.lightroom.com or in iOS. (You can see from the first link I gave you that they are not showing up on the web.)

Adobe Administrator

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8.2K Messages

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117.4K Points

Since they are in Lightroom Classic, what happens if you dump these four into a Collection and then sync that Collection? Do the Smart Previews from Lightroom Classic make it to the cloud and sync back to all the devices?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

238 Messages

 • 

3.5K Points

If I even turn sync back on, it will screw up my Lightroom CC library. I had to turn Sync off after migrating to Lightroom CC, because Lightroom Classic and CC were in some sort of syncing war. I’m still not sure entirely what was happening, I think they were overwriting metadata, but the result was many dozens of photos that developed sync errors in Lightroom CC. I had to remove them all album by album and re-import them to fix it. I don’t dare turn sync back on again.

Adobe Administrator

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8.2K Messages

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117.4K Points

Ok, I understand. Let's do it differently... If you take the four DNGs and attempt to upload them to the cloud via the Web interface, what happens?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

238 Messages

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3.5K Points

Same thing. One of the images in that album right now was uploaded via the web at Lightroom.adobe.com when I was working with tech support on Monday.

Adobe Administrator

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8.2K Messages

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117.4K Points

2 years ago

If you click on the Cloud Icon in the upper right of Lightroom CC Desktop and take a screenshot of your Sync Panel, could you post that here?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

238 Messages

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3.5K Points

Here:

Adobe Administrator

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8.2K Messages

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117.4K Points

Thanks. I am going to bring in engineering. Stand by. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

238 Messages

 • 

3.5K Points

And on iOS. Note that the middle image there was when I uploaded it directly on my iPad. But it does not render on any other iOS devices.

Adobe Administrator

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8.2K Messages

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117.4K Points

Yes, your thumbnail is much lower quality than what I am seeing. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

Adobe Administrator

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8.2K Messages

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117.4K Points

A quick test for you Jon, If you take one of those imported images in Lightroom CC and make a very small develop adjustment - say Exposure +.05, does the image then eventually sync up?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

1 Message

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60 Points

a year ago

Rikk Flohr, Since late summer, I have been noticing the same issue with panoramas not syncing with creative cloud between Lightroom Classic and Lightroom. (It is so idiotic that they even have two versions; since the “cloud” version still stores massive amounts of data locally with no option to move its archive to a NAS.) Approximately before mid summer, I could sync panoramas. About 4 months ago, I was told by tech support that as of one if the major updates this syncing bug was introduced and Adobe was working on it. Obviously what tech support told me was partial BS, since Jon Anscher has been experiencing this bug for a year with no report of resolution, and here I thought 4 months was way too long to wait for a big fix! I now deeply regret investing in the adobe ecosystem. This software looks dated in its skeuomorphic UI design, is way too unreliable to trust with managing my photos and there seems now to be many mature, less bloated, more robust, more innovative, more reasonably priced alternatives. 

Adobe Administrator

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8.2K Messages

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117.4K Points

Are the files in question greater than 200 mb in size?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

13 Messages

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498 Points

a year ago

Is there a 200mb limit?

Adobe Administrator

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8.2K Messages

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117.4K Points

a year ago

Only in the following or similar scenarios:

1. Original (TIFF or PSD) is loaded into the cloud from an Ecosystem Client
2. Synced down to Lightroom Classic
3. Lightroom Classic sends TIFF or PSD to Photoshop (As Original)  to perform additional edits resulting in a file that is now over 200 MB
4. Lightroom Classic will not sync a file over 200 MB back to the cloud in this case. 

Only the LIghtroom Ecosystem clients (Desktop, Web and Mobile) are capable of syncing back a file of greater than 200 MB. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

3 Messages

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102 Points

10 months ago

Hi Rikk,

First off, thank you so much for participating in these forums!

I think I'm experiencing something similar to the limit scenario you described, but only since the October/November 2019 releases.

  1. I import all photos (ARW, TIFF, & DNG) into Lightroom CC on Mac (which I believe is an Ecosystem Client) and create large panorama and HDR files there through the Photo Merge features.
  2. I regularly open Lightroom Classic on my primary iMac so that it can sync everything from Creative Cloud onto local hard drives for backup purposes.
  3. I use Lightroom CC on Mac laptops and multiple iOS devices to review, edit, and export images.

This seemed to work fine until recently, when all the large file size photos have their sync status changed to "Uploaded from Lightroom Classic" and "Cloud: Smart Preview Only" from Lightroom CC on Mac. I was concerned that the originals were no longer being stored in Creative Cloud, but Lightroom for iOS shows Cloud: Original, and has successfully downloaded the originals for local use. Meanwhile, Macs which already had local originals for those photos have changed their sync status to be "Uploading" although no data is being transferred (according to activity monitor) and they have been stuck in that state for many days.

I've read through multiple diagnostic log exports and can't figure out what's going on, and I know I need to open a support ticket, but this is really frustrating. We need to be able to trust the CC ecosystem to sync all files without arbitrary limits like 200MB within Classic. Is some consistency coming soon?

--Kirk

3 Messages

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102 Points

Here's four roughly simultaneous screenshots of the same file:

Mac 1 (had a cached original copy local, but was not actually the Mac that originally uploaded the file):


Mac 2 (a new computer with no local cache):



Cloud (Web):


iOS: