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Adobe Photoshop Family

8 Messages

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142 Points

Mon, Jan 14, 2019 10:18 PM

Lightroom CC for mobile: Not all photos syncing/downloading on iPad

I added photos to Lightroom cc via MacBook. The cloud sync says it’s complete, but not all images are showing up on my iPad. I chose this program so I could seamlessly edit photos between devices, but it’s not working.

Responses

Adobe Administrator

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9.1K Messages

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126.8K Points

2 years ago

Go to http://lightroom.adobe.com , log in with your Adobe ID and verify that all of the images are in the cloud. The All Photos count for the Desktop App and the Website should agree on count. 
Adobe Photography Products

Quality Engineering - Customer Advocacy

8 Messages

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142 Points

correct. the count matches and isn't the problem. the problem is that some of the photos do not load on the ipad app. I've reloaded, signed in and out, turned the app on and off, and even restarted both my laptop and ipad. issue still persists.

Adobe Administrator

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9.1K Messages

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126.8K Points

How many images does the iPad All Photos show? 
How many images does the web show?
Adobe Photography Products

Quality Engineering - Customer Advocacy

8 Messages

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142 Points

ipad all photos show 3808, images on the web show 3808, and macbook software app shows 3808. it's not the count thats the problem, its the fact that the photo doesnt fully load on the ipad...

Adobe Administrator

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9.1K Messages

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126.8K Points

How many photos are in this state? Can you give me an estimate?
Adobe Photography Products

Quality Engineering - Customer Advocacy

8 Messages

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142 Points

About half of each album and i have more than 60 albums all ranging from 15-200 total photos each album

8 Messages

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142 Points

It’s more than enough to render the app useless on my ipad

Adobe Administrator

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9.1K Messages

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126.8K Points

Can you get me the Lightroom version installed on the iPad?
Adobe Photography Products

Quality Engineering - Customer Advocacy

8 Messages

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142 Points

v.4.1.1 711BD8

Adobe Administrator

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9.1K Messages

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126.8K Points

If you go to one of the images on the Web that fails to load on the iPad and move a slider (example Exposure up just a bit) does the photo now become available on the iPad?
Adobe Photography Products

Quality Engineering - Customer Advocacy

8 Messages

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142 Points

Negative. It stays in a loading circle

Adobe Administrator

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9.1K Messages

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126.8K Points

Thanks for trying that. 

Next step in the process is to log out of the iPad app
Restart your iPad
Log back into the app.
Allow time for sync to occur.

Any change?
Adobe Photography Products

Quality Engineering - Customer Advocacy

8 Messages

 • 

142 Points

I’ve done that four times now and even tried deleting the app and redownloading it for a full reboot. No change. Entire albums are stuck unloaded.

Adobe Administrator

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9.1K Messages

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126.8K Points

In that case, we better get a log from you.

Tap the [...] icon and then tap the gear icon. Then tap Help and Support. 
Long Press the "Access our Support Forum" to generate a diagnostic log.

Email it to

Adobe Photography Products

Quality Engineering - Customer Advocacy

Adobe Administrator

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9.1K Messages

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126.8K Points

Got the log and will forward it to the engineers.  When I hear back, I will contact you.
Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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90 Points

hej rikk. my Lightroom is complete empty. all photos checked in the cloud. all photos are on my iPhone and macbook. only the iPad app is complete empty. load.....

Adobe Administrator

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9.1K Messages

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126.8K Points

  • Double check that you are signed in with the same Adobe ID across all devices. 
  • Make sure your iPad has access to wifi
  • Make sure your iPad hasn't paused syncing (tap the cloud icon)
Once you've done all these checks, and it still isn't working, get me the status of yoru syncing from the Cloud icon (top line above "Pause Syncing")
Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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90 Points

Everything checked. Status: synced and saved

Adobe Administrator

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Grab me the version number of the App: [ ⋯ ] [Settings] [About Lightroom CC]

Have you attempted to reinstall the App?
Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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90 Points

Latest Version. app i have not reinstalled yet, i lose all presets?

Adobe Administrator

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I need to know the Version Number:
Adobe Photography Products

Quality Engineering - Customer Advocacy

4 Messages

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90 Points

4.2.0 411412

Adobe Administrator

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9.1K Messages

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126.8K Points

Thank you.  If your presets have been synced to the cloud (they are visible at lightroom.adobe.com and on your iPhone) then they shouldn't be at risk. Verify on the cloud and the iPhone and if they are, and all image captures from the iPad are visible in the cloud and on the iPhone as well, then you should be safe to:

1. Uninstall Lightroom CC on the iPad
2. Restart the iPad
3. Reinstall Lightroom CC from the App Store
4. Log in and attempt to sync down to the iPad.
Adobe Photography Products

Quality Engineering - Customer Advocacy