protagonisto's profile

40 Messages

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516 Points

Wed, Oct 28, 2020 7:43 PM

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

40 Messages

 • 

516 Points

9 m 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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10.7K Messages

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142K Points

9 m 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)

40 Messages

 • 

516 Points

9 m 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.

Adobe Administrator

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10.7K Messages

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142K Points

9 m 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)

40 Messages

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516 Points

9 m 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?

40 Messages

 • 

516 Points

9 m 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.