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Adobe Photoshop Family
JD

3 Messages

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42 Points

Sat, Sep 19, 2020 9:16 PM

Losing connection to the cloud

Hello,

Lightroom CC loses connection to the cloud. This is not due to my connection to the web because I still have connection to the web on other cloud applications.   When this happens I lose my edits that I had been working on.  This is obviously not ideal.  Please let me know if there is a fix or something that can be done to save edits.   Also when then happens I can not export or create a link to save the processed photo. I am also not able to close out the application. 

 

Thanks   

Responses

765 Messages

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10.2K Points

2 months ago

I don't use LR and would not even consider working on a live file over the cloud, but my thought is that if you work locally on your own machine, and then synch / backup to a cloud storage you would not have this sort of problem.

765 Messages

 • 

10.2K Points

2 months ago

After posting my previous comment, I had an experience that is similar.

 

I had Photoshop open plus a few other things and my browser, with four or five tabs, all of which were working as the connection should.

 

I was trying to find an answer about a Photoshop problem for someone, so I clicked on Help within Photoshop.  I immediately got a message saying that I was not connected to the internet.

 

Since I very clearly WAS connected and had been on Photoshop Family pages, there would not have been a Firewall block or anything to do with security software, but I double checked that possibility, and did not find any such block or blacklist for Adobe.

 

I then opened a new browser tab and went to Adobe.com/help and started a chat session. After a full hour of trying to get the person on the other end of the chat to understand what I was experiencing, with very little success, that person pronounced that he believed that the problem was that I needed to get "my employer's IT administrator to whitelist Adobe."

 

I am retired, have my own system, am NOT working remotely for anyone, and in addition, I have forty years experience owning a tech support / IT business with a number of employees, serving mid-sized corporations. I am not a fumbling virgin with computer networks!

 

That fellow on the chat then said that he would login to my system and fix whatever was going on. I told him that he should not make any changes or deletions or additions without my specific approval. He never did succeed in connecting to my system.

 

It is noteworthy here, that each time I asked him a specific question, he ignored my question and did not ever address any of the observations or questions. Many times  during this chat it was obvious that he either did not understand what I typed or did not read it.

 

This fiasco was going  nowhere. My cat was asking for dinner, and Clink Clink time was rapidly approaching. I didn't get responses for another five minutes, so I typed a farewell and downloaded the session transcript in case I might decide to send that to Adobe corporate HQ. 

 

Then I poured our vino, fed the kitty and went outside on the deck with my wife. The smoke from Oregon is gone.

 

 

(edited)

765 Messages

 • 

10.2K Points

More info: Subsequent to the above Chat and my posting here, I was contacted by Tech Support, and had a remote session with simultaneous phone with a very capable and knowledgeable tech for about an hour. The problem is still unresolved, but data that was gathered is being analyzed by Adobe engineers now, with a follow up contact this coming week. I give them an A+ for the immediacy of response and the thoroughness of the technician.

3 Messages

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42 Points

Thanks for sharing!  They just released an updated and I hope that resolves the issue, but since doing the upgrade there's an issue with the crop.  It won't show my crop unless I close out and open up the application again.   It's annoying.  

Champion

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5.9K Messages

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103.8K Points

a month ago

There was a new release yesterday, version 4.0, which had some fixes surrounding the offline error message. How's it working for you now?

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.

3 Messages

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42 Points

Thanks!  I did the update so we'll see, but now there's an issue with the crop.  It won't show my crop unless I close out and open up the application again.   It's annoying.