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34 Messages

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446 Points

Wed, Oct 28, 2020 7:43 PM

Acknowledged

Lightroom Desktop: Unable to connect to the network.

After upgrading to Lightroom Desktop 4.0 (Cloud), all my synced folders are gone. Online version and iOS app versions are both working normally, so why is the Desktop cloud version failing to sync?

Responses

34 Messages

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446 Points

a month ago

System Info:

Lightroom version: 4.0 X64 [ 20201007-0818-b2c04b4 ] (Oct  7 2020)
NGL Version: 1.20.0.6
WF Version: 3.0.1 e2e396b
Operating system: macOS
OS Version: 10.15 [6]
Application architecture: x64
Computer model: iMac19,1 / Intel(R) Core(TM) i5-9600K CPU @ 3.70GHz
Logical processor count: 6
Processor speed: 3.7 GHz
Built-in memory: 65,536.0 MB
Real memory available to Lightroom: 65,536.0 MB
Real memory used by Lightroom: 938.1 MB (1.4%)
Virtual memory used by Lightroom: 3,024.5 MB
Memory cache size: 0.0 MB
Internal Camera Raw version: 13.0 [ 610 ]
Maximum thread count used by Camera Raw: 4
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 0MB / 32767MB (0%)
Camera Raw real memory: 0MB / 65536MB (0%)
Displays: 1) 5120x2880, 2) 5120x2880

Graphics Processor Info: Metal: AMD Radeon Pro 580X - 8 GB
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: Yes, init: I4_GPU3, hard: success, soft: success, wl: Yes, bl: No
OS Media Capability: true

Application Folder: /Applications/Adobe Lightroom CC
Settings Folder: /Users/paulporter/Library/Application Support/Adobe/Lightroom CC
Library Folder: /Users/paulporter/Pictures/Lightroom Library.lrlibrary

Adobe Administrator

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a month ago

Verify that:

1. The ID you are using to log in to Mobile and Web is the same ID as you are using for Lightroom Desktop.

2. Make sure you do not have syncing paused (Cloud icon)

Adobe Photography Products

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446 Points

@Rikk Yes, always the same ID and syncing was never paused. Although syncing is extraordinarily slow these days.

(edited)

Adobe Administrator

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I am not understanding - is it not working or is it working slowly?

Adobe Photography Products

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34 Messages

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446 Points

a month ago

You asked if Lightroom Classic syncing with the Adobe Cloud infrastructure was paused, which I answered. Yes, syncing is happening, albeit but very slowly. THIS is also an issue as it's indicates it's currently syncing anywhere from 70 to 80 photographs, but it never completes the syncing process.

As I said earlier regarding the nature of my original post, to be specific, Lightroom (Desktop Online) for Mac OS does not sync with any of the folders marked as "Sync with Lightroom CC".

However, Lightroom for iOS on both my iPhone and iPad function as expected.

So, to clearly reiterate, the Mac OS version of Lightroom (Desktop Online) does not sync with Adobe Cloud and therefore no synced folders from Lightroom Classic are displayed in Lightroom (Desktop Online). And yes, I am signed into my Adobe acct through the Lightroom (Desktop Online) application. This issue DOES NOT occur with the iOS versions of Lightroom.

AND...

Lightroom Classic syncing to Adobe Cloud NEVER completes.

AND...

No, I do not have broadband or internet issues, nor is my network connection navigating to the internet via a proxy.

34 Messages

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446 Points

The following screen shot probably will help you understand. Other than what this dialog indicates in plain language, I don't understand why it's happening. Remember, as I mentioned previously, my other cloud related apps sync to my folders in Adobe cloud with any issues whatsoever.

(edited)

Adobe Administrator

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Thanks for the dialog. The Graphic contained your Adobe ID and I have removed it for privacy and safety.

Your Lightroom Desktop App is not connected to the network. Have you reviewed firewall settings and any corporate policies which may be in place to ensure that Lightroom is not being blocked? 

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34 Messages

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446 Points

Yes, I'm quite well aware that my Lightroom (Cloud Service) is not connecting to the "network". I've been seeing it since the upgrade, so yes, I'm VERY aware. You've made some kind of unfounded assumption I'm on a corporate network. This is all on my home network. There are no firewall rules or any other obstacles placed in front of Lightroom such that it is prevented from reaching the "network". If I sound irritated, frustrated and impatient at this time, its true. This would go so much better if your support team would set up a call with me and we could enable some desktop sharing so y'all could see first hand what's happening here.

Before the upgrade to v4 a connection to my Adobe Cloud partition from Lightroom (Cloud Service) was NEVER an issue. I've said this before, but I'll say it again as I feel no one is listening... This is a new issue that ONLY appeared AFTER the upgrade to v4.

I should also point out that reaching my account settings from the "Manage Account" link in the Preferences pane navigates to my account page without any issue.

Also continuing to point out that after days-and-days of files appearing to sync to my Adobe Cloud partition from Lightroom Classic, I have no idea what's happening at its basically telling me it's syncing but in reality syncing is not happening... PERIOD! Screenshot for edification.

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a month ago

"I've been seeing it since the upgrade, so yes, I'm VERY aware. You've made some kind of unfounded assumption I'm on a corporate network."

Not at all. I am simply trying to determine the state of your network - wherever it is. I asked questions trying to cover the gamut of possibilities as the state of your network was unknown. 

You have multiple unrelated issues that I think getting cross-threaded here. 

  1. You have an incomplete sync from Lightroom Classic to the cloud.  (not an uncommon occurrence and it muddies the waters of your other issue) 
  2. You have a presumably intermittent network connectivity problem with LIghtroom Desktop which has only occurred since the 4.0 update.  (this is a new issue and so far you are the only report I've seen in 4.0)

I think we are best served to tackle them one at a time and not cross the streams.  If you would prefer to do that with on-line support they can be contacted at Adobe Care and an agent will work with you.  You can reach them via: https://helpx.adobe.com/contact.html 

If you would prefer to work via the forum I am happy to continue.  If we do continue, the first step will be ignore Lightroom Desktop until Lightroom Classic agrees with the cloud and is fully synced. It will be difficult to evaluate Lightroom Desktop's status without allowing Lightroom Classic to complete what it is doing. 

All of the information you've shared thus far has been about your Lightroom Desktop Environment.  We need to concentrate on Lightroom Classic now.

  1. Launch Lightroom Classic with sync unpaused and wait 30 minutes before proceeding to step 2.
  2. Please go to Lightroom Classic>Preferences…>Lightroom Sync
  3. Wait for at least 30 seconds to allow the dialog to populate
  4. Make sure you have expanded the disclosure triangle to the left of the words "Sync Activity"
  5. Screenshot the Sync Activity section of the dialog and post it in your reply

(edited)

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34 Messages

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446 Points

Thank you.  Here's the screenshot requested. I tried working with Adobe Care last week and it was not a satisfying experience.

(edited)

Adobe Administrator

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Thanks for the screenshot.  Do the counts ever change or are they still stuck at the same value?

If the latter, can you scroll down that dialog and find the Pending Item and locate it in your "All Synced Items collection in the Catalog Panel.  Remove it from its syncing collection and all synced items and see if the sync continues or gets stuck again. (We can add that file back later. 

(edited)

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34 Messages

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446 Points

The sync count number has fluctuated between mid 70s to mid 80s, but never below the Mid 70s. I can certain temporarily remove files from the sync. Will observe the sync progress afterwards and update here when I'm done.

34 Messages

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446 Points

Removing the problem files was not straightforward, other than temporarily deleting them from Finder and LR Classic to get them to disappear from the erroring syncing files list. Also found a significant number of RAW files that I had previously synced to an older Target Collection which removed them from all synced photos on the Lightroom Online. Now there's zero files with errors in the sync backlog. So no more sync issues in the list of files, but it's now stuck at 71 files currently syncing and the number hasn't decremented in over 30 minutes. I thought I would temporarily remove whatever the currently syncing file is, perhaps to see what happens with sync progress, but I have no idea which one it is.

And I did load Lightroom Desktop and despite the removal of the files with errors, the app still cannot connect to the Cloud Storage location

34 Messages

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446 Points

Sync is still frozen at 71 photos.

34 Messages

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446 Points

Do I have you today? What are the next steps, given the information I provided to you?

34 Messages

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446 Points

I guess I have to wait. Frustrating.

34 Messages

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446 Points

a month ago

Small update. I turned almost all collection sync off and relocated all the images in the "Specify location for Lightroom's Synced images" from the default Lightroom folder location to another new folder. All the images needed to resync, which took less than five minutes. So now Sync Activity indicates 9 syncing photos and it hasn't budged from that number for over 30 minutes. There are no syncing errors, so what' the hold-up?

And no, Lightroom still can't seem to find the network to sync with cloud storage.  Did I mention I'm frustrated. Yeah, its moving beyond that now. I have other things to do besides spend hours dealing with this. I'm kind angry. I pay for a service that I expect to work. BTW, you never mentioned completely uninstalling Lightroom, then reinstalling. Why is that?

Adobe Administrator

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122.5K Points

Greetings Paul, 

I am back online today. Looking at this screenshot, it looks like you have an inbound image from an iPad held up downloading. 

1. Go to https://lightroom.adobe.com

2. Do you show any items in the Sync Errors collection (upper right). If so what action does it tell you to take?

Next review the 8 files that are uploading - particularly the Tiff files. Do any of them fit this category:  Files were synced - then edited and as a result of the edit are no >200 MB? 

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34 Messages

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446 Points

On lightroom.adobe.com, there are no errors indicated. In fact there's nothing in there about status of syncing operations. In fact, even if I edit a photo in lightroom.adobe.com, no syncing operations are indicated.

As for the iPad file, I've deleted the file.

As for the remaining 8 photos after the iPad photo, what is meant by your statement... "Files were synced - then edited and as a result of the edit are no >200 MB"? How would I know that other than pulling from personal recall, which I cannot?

So as of now, it's still stuck "Uploading" 9 file.

And you never answered my question about a complete uninstall and reinstall of Lightroom on my desktop.

(edited)

34 Messages

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446 Points

Also should let you know I removed Lightroom from my iPad, power cycled it, and reinstalled Lightroom. After I logged into my Adobe account, its synced everything from my cloud partition in less that 5 minutes, so why is Lightroom Classic not working as expected?

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"How would I know that other than pulling from personal recall, which I cannot?"

  • Look at the screen and click on each of the eight. It will show you the file. Locate it in your Classic catalog and determine if it exceeds the 200 MB threshold or not. If it doesn't-it doesn't matter. If it does, then yes, it does require your memory to determine its state.

WRT Reinstalling LIghtroom: at this point there is no reason to do this nor any reason to believe it would resolve your issue. 

If you can't parse the individual 8 of 9 remaining files in your pending dialog, the next prudent step is perform the reset of your Lightroom sync.lrdata. 

It is stored next to your catalog.

  • Close Lightroom
  • Locate and Rename sync.lrdata  to sync.old
  • Restart

This clears synced data completely and starts over. If you have many files synced it may take some time. I recommend waiting until bedtime to rename the file and then let Lightroom run overnight. 

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34 Messages

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446 Points

Followed your instructions for the sync.lrdata file for Lightroom Classic. All photos synced in less than 15 minutes.

Lightroom still cannot connect to Network. I still think that's a weird thing to mention if it's the ONLY resource anywhere in my computing, networking or streaming infrastructure.

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Is it safe to say the syncing portion is resolved now? 

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446 Points

Yes, I think its safe to say the syncing issue is now resolved. A functioning Lightroom Desktop Online app is front and center now.

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Excellent.

Let's move on then.

Summary: 

  • Lightroom Desktop 4.0 shows as non-syncing.
  • Assets are in cloud as determined earlier.
  • We've verified that you are logged in to the same Adobe ID on Classic, Devices, and Lightroom Desktop? 

Lets launch Lightroom Desktop. Make sure syncing is not paused and allow to sit for 30 minutes. Then, screenshot the syncing dialog again like you did in your earlier post and post it here. 

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34 Messages

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446 Points

Lightroom Desktop has been open for about 3 hours and syncing from Lightroom Classic has been enabled during this same period. Lightroom Desktop still displaying the same message "Unable to connect to network".

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446 Points

Here ya go. I guess I have to put words in here for the post to go through.

34 Messages

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446 Points

Next steps towards a meaningful resolution?

34 Messages

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446 Points

Next steps towards a meaningful resolution?

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Apologies, but I have been out of the office. Thank you for the dialog. This shows you are connected and synced.

  • Can you show me the dialog saying you are not connected? 
  • Is this intermittent or always?
  • Does restarting help?
  • Do you have firewall enabled? 
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34 Messages

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446 Points

Nothing has changed since working out the syncing issues in Lightroom Classic.

  • Can you show me the dialog saying you are not connected? 
    • See attached - same as in the beginning
  • Is this intermittent or always?
    • Always
  • Does restarting help?
    • No
  • Do you have firewall enabled? 
    • No

Adobe Administrator

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Let's grab a diagnostic log from you: 

Preferences>Account and hold down the [Opt/Alt] key and click the button to generate the log. 

Thanks

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446 Points

I ran the one titled "Diagnostic Log", but see no way to attach the file here.

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Emailed you with instructions.

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Got it. Stand by. 

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Paul, I am emailing you with repair instructions. 

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Champion

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@Rikk  let us in on the solution! ;-)

Victoria Bampton a.k.a. The Lightroom Queen

www.lightroomqueen.com

Author of Adobe Lightroom Classic - The Missing FAQ and Adobe Lightroom - Edit Like a Pro books.

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It is a very specific case that may not apply to everyone else...

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446 Points

Rikk, as I mentioned in my email...

Deleted the files as instructed. Loaded Lightroom, which upon loading, promptly displayed the attached dialog, "Local Catalog Damaged". If I click OK, Lightroom immediately closes. When I click the “Learn More” link in the dialog, I’m directed to an Adobe page called "Error | Local Catalog Damaged” at this link "https://helpx.adobe.com/lightroom-cc/kb/unable-to-move-some-photos.html”. If I don’t click OK, and click outside the Application, the application appears as if its churning through something with a circular blue progress indicator (also attached). If I click back on the app, the Local Catalog Damaged dialog reappears. Should I follow the instructions in the provided link?

(edited)

34 Messages

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446 Points

Providing a little more information in case it may help. They said to delete any files starting with the ID "oz-user-8a3ed05b07c24a063a14ce1d0b960605" and only those files. The files in that folder that deleted are:

  • Removed

(edited)

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Do not follow the instructions in the link. Please review my email response.

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446 Points

Thanks Rikk. Reviewed your email. I specifically did not follow the instructions. However the ability to generate the Log from the Lightroom Preferences dialog is crippled by the "Local Catalog Damaged" dialog. Its persistent and doesn't allow any other function of the application. Would it help if I ran the Diagnostic from the Lightroom Sync pane of the Lightroom Classic Preferences?

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Understood - stand by. 

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446 Points

I guess I should be patient about further forward progress from engineering folks?

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I am waiting for a response from the engineer still. 

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446 Points

24 days ago

Okay, I know how to look up the size of a file. Specifically, I was speaking to the idea of how would I have known that an edit after I synced the file resulted in a file climbing to over 200MB. I don't, as part of my workflow, pay attention to sizes of synced files, such that I would check if an edit threw it over 200MB, especially if I wasn't aware that would be an issue when syncing.... and perhaps I wasn't paying attention, but I have -never- run into a file size limitation of 200MB as a governing factor for syncing. Is there now a 200 MB file limit? Has there always been and I've just never hit previously? That would indeed be weird as I have several synced files that I can clearly see in my online Lightroom over 1 GB.

I'll review the files and see what comes up.