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Adobe Photoshop Family

14 Messages

 • 

222 Points

Mon, Aug 20, 2018 5:07 PM

Solved

Lightroom CC: Stuck in Sync mode

macOS High Sierra 10.13.6
Lightroom CC version 1.4
All of my photos are synced on lightroom.adobe.com and mobile device

Responses

Adobe Administrator

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8.1K Messages

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116.4K Points

2 years ago

Matthew, can you provide the following:

Lightroom Catalog Info:
  • Synced items count in desktop catalog
  • Synced items count at http://lightroom.adobe.com
  • Synced items count on all synced mobile devices. 
From there we can evaluate and get you some appropriate assistance. 


 

Adobe Photography Products

Quality Engineering - Customer Advocacy

14 Messages

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222 Points

2 years ago

Rikk - There is no number for desktop catalog as it's stuck
4403 photos on lightroom.adobe.com
4403 photos on mobile device

Adobe Administrator

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8.1K Messages

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116.4K Points

2 years ago

You have 0 photos in the desktop? Or you just can't get a number total? If you select all photos from the Top Left (in My Photos) is there a number beside it?

Have you downloaded version 1.5 that was released today and tried it yet? Might be a good starting point...


 

Adobe Photography Products

Quality Engineering - Customer Advocacy

14 Messages

 • 

222 Points

I can't get a total because I cannot get past the never-ending sync circle. There is no number beside the all photos selection. For the same reason, I cannot save my work and load the update.

Adobe Administrator

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8.1K Messages

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116.4K Points

Can you get me a screen capture of your entire Lightroom CC interface?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

14 Messages

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222 Points

what do you mean by my "entire Lightroom CC interface"? My frustration level is incredibly high. 

14 Messages

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222 Points

And why should I share this information openly for anyone to review? Don't you have some direct messaging protocols as part of you privacy policy?

14 Messages

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222 Points

There is no sync activity anywhere other than on the app on my desktop, which has been synching for days.

Adobe Administrator

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8.1K Messages

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116.4K Points

2 years ago

Ok. That helps a bit. That screen capture doesn't look like a Sync issue but rather a login to Creative Cloud issue. 

  1. Quit Lightroom. 
  2. Log out of the Adobe Creative Cloud App.
  3. Click on the "three-dot" menu in the Creative Cloud App and close it.
  4. Restart your computer
  5. Open the Adobe Creative Cloud App and log back in with your Adobe ID.
  6. After the CC App is fully loaded and refreshed. Launch Lightroom CC 1.5. 
Does it launch successfully? Syncing start?
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

14 Messages

 • 

222 Points

I have done everything that you've suggested without success. I have essentially cleaned my pc of everything adobe, and reinstalled it all, again without success.

Adobe Administrator

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8.1K Messages

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116.4K Points

Matthew, since that didn't get things working we will need to get a log from you. 

1. Go to Preferences
2. Go to Account Section
3. Hold down [Alt/Opt] key and click on the Diagnostic Log button that appears.
4. Grab that log (and if it is small enough) email it to me. (You should already have my address).

I will have the engineers review the log and see if we can get you going. 
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

14 Messages

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222 Points

I've delivered that to you via email. Thank you.

Adobe Administrator

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8.1K Messages

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Thanks!
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

3 Messages

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112 Points

2 years ago

I am also stuck in Sync mode. Have successfully synced 14,450 photos and app (installed on Macbook Air) is stuck at syncing 5 photos.

Steps already attempted:
1. alt+ click on cloud = no photos revealed
2. reset preferences
3. uninstalled and reinstalled app (today — version is 1.5)

Still stuck at 5. Please advise next step to diagnose issue. Thank you! 


Adobe Administrator

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8.1K Messages

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116.4K Points

moving to its own thread

Please reference the new conversation here: Lightroom CC Stuck Sync issue
 

Adobe Photography Products

Quality Engineering - Customer Advocacy