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Adobe Photoshop Family

1 Message

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1.1K Points

Tue, Aug 18, 2020 6:40 AM

Acknowledged

iOS: Missing Pictures, Presets, and Watermark Data after 5.4 Update

Yesterday when I use the Lightroom Mobile, it was okay. I still have my presets and pictures saved in the apps but today , 18th August 2020 , after I updated the apps on Apps Store, all of my pictures and presets gone. I really need this to be fix as soon as possible. Please help me as I really need all those pictures and presets.

Responses

Official Solution

Adobe Administrator

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8.2K Messages

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117.4K Points

2 months ago

Updated 8/19/2020. 3:30 PM Central:

We are aware that some customers who updated to Lightroom 5.4.0 on iPhone and iPad may be missing photos and presets that were not synced to the Lightroom cloud. 

A new version of Lightroom mobile (5.4.1) for iOS and iPadOS has now been released that prevents this issue from affecting additional customers. 

Installing version 5.4.1 will not restore missing photos or presets for customers affected by the problem introduced in 5.4.0. 

We know that some customers have photos and presets that are not recoverable. We sincerely apologize to any customers who have been affected by this issue.

If you are affected by this issue, please refer to the information in this forum thread.


Note:

No assets in the Lightroom cloud were lost or are at risk. Lightroom mobile on Android, Lightroom desktop on macOS and Windows, as well as Lightroom Classic are not affected.
 

Adobe Photography Products

Quality Engineering - Customer Advocacy

1 Message

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62 Points

I have the same issue. Photos & Presets are gone. I am SUBSCRIBED

1 Message

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62 Points

I have the Same Problem!

2 Messages

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72 Points

Same issue. I was not subscribed but I am now.

1 Message

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62 Points

I was about to cry when I realized everything was gone, & now I’m realizing I’m not alone on this.

4 Messages

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112 Points

Everything I had is gone too! How do I get my pictures and presets back?

27 Messages

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528 Points

2 months ago

Same here, luckily I still have my pictures stored elsewhere, but I have lost all the ones I had editted in Lightroom. How can Adobe let something like this happen?

1 Message

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64 Points

Hello. I lost my pictures like everyone else. I was furious, very angry, but thanks to my iCloud backup and because I didn't have automatic app updates turned on and because I hadn't backed up to iCloud after the app update (it's done every night), I was able to restore EVERYTHING. I'm not going to upgrade again in a few years.

19 Messages

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326 Points

How were you able to find an old backup if the phone is doing the backup everyday? Mine is doing a back up every day :/

1 Message

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80 Points

Can we sue Adobe?

2 Messages

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70 Points

Yes, can we? I lost all my work, I don't even know how to proceed, the Adobe chat is just not useful at all :(

2 Messages

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72 Points

Did you got it back already?

Champion

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5.8K Messages

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102.5K Points

2 months ago

Was this the free version, or do you have a subscription?

27 Messages

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528 Points

2 months ago

Mines subscription. Also noticed Watermark font and size have been lost.

4 Messages

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334 Points

2 months ago

Hello, same issue here. After the automatic update to Lightroom mobile 5.4 on my iPad Pro (active subscription), my whole library is lost. I tried to restore my iPad from backup and it did in fact restore my 50GB lightroom libary (it shows in iPad Preferences/Storage), BUT as soon as i tried to launch the app, it again deleted the whole library. Also, looking again in Preferences, now Lightroom shrinked from 50GB to 500MB, so in fact launching the new App version 5.4 deletes the library. I still have that iCloud backup though, so please fix this very urgent bug, so i can try to do a restore again, when it is fixed. I need my library...

4 Messages

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334 Points

EDIT: Maybe it's important to know that i dont use the Cloud Sync Feature, it was in "paused" state forever since i use lightroom on iPad. 

4 Messages

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106 Points

Same. I pay for data, i would like to control when i’m connected. This seems unfashionable now though. :[

4 Messages

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334 Points

So the newly released 5.4.1 Update resolved my issue. After my story from above, i restored my iPad again and Lightroom was again 50GB in Preferences/Storage but this time i didn't launch the app. Instead, I waited and updated Lightroom to the newly released 5.4.1. Now launching the app presents me with all my photos again.
So if you previously launched or deleted the faulty version 5.4, you have a chance of restoring, it should work then.

10 Messages

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206 Points

Christoph Willerscheidt can u explain the steps that u did?
Do u restored all your Ipad or did u restored onlyne the Lightroom (this is possible?)
Can u help us?

2 Messages

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70 Points

Your update didn't help bring back the photos and presets! Bring back the photos and presets thanks to your update!

5 Messages

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142 Points

2 months ago

This reply was created from a merged topic originally titled I just opened my lightroom and all my edited photos from the last year are gone. ....

I just opened my lightroom and all my edited photos from the last year are gone. Also all my presets are gone. Does anyone know how I can fix this?

2 Messages

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70 Points

Same!! :(

6 Messages

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196 Points

Same

1 Message

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62 Points

Same

560 Messages

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11.9K Points

2 months ago

I have seen this in the past after a major upgrade or change to the software(I'm referring to another app not related to Adobe). Spent 2 hours on the phone with Apple and all they could tell me, in the end, was that the traits were as if I had uninstalled it and reinstalled it when I hadn't, I updated. Their advice was as per Rikk's - to recover the app from an iTunes backup on the PC but that's providing you do backup on the PC. So for non-subscribers, maybe Adobe can put in a fail-safe but really, Apple should sort this out.

4 Messages

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112 Points

2 months ago

All of my photos and presets are gone. When will this be fixed? Even purchased presets are gone! How do I get my photos and presets back?

1 Message

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62 Points

2 months ago

All my paid presets and albums are gone as well! Everything since January 2019. I am unsubscribed using the free mobile app. I have a lot of paid presets that are missing!! Please fix!!!!

1 Message

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62 Points

2 months ago

All presets and most of my 8000+ pics are gone as of today-08/18/20. Please help!

1 Message

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62 Points

2 months ago

Me too, I have the free version

3 Messages

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80 Points

2 months ago

Me too, I’m subscribed and all my pictures from last year and presets are gone :( Will you fix it?

38 Messages

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786 Points

Did you sync originals to the cloud In your settings? Or just smart previews? Either way something should be there for subscribers iirc

1 Message

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62 Points

2 months ago

i’m not subscribed. but i’ve been editing on lightroom for years and have tons of presets and they are all gone. all my photos are gone. i’m freaking out!! PLEASE HELP!!!

1 Message

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62 Points

2 months ago

Lightroom presets and 900 photos are gone. How to fix this?

1 Message

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82 Points

2 months ago

Same here. Please Adobe, solve this! We trust you. Our work is on the line!