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1 Message

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1.1K Points

Tue, Aug 18, 2020 6:40 AM

Acknowledged

Lightroom Mobile: 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

5 Messages

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100 Points

3 months ago

The same thing happend to me. I have lost all photos from this year. The ammount of time that is lost just by missing all the presets that were build during that time is just crazy. There needs to be a very big compensation from Adobe. I’m sure they are really sorry for causing me to lose 1000+ photos and god nows how many presets for a app that i pay for monhly. But apologie does not even come close to make things right.

38 Messages

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786 Points

If you paid for it, you should have your images synced to the cloud right

5 Messages

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100 Points

I did pay for it, but my cloud storage was full some time a go and I did not buy more storage

2 Messages

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82 Points

3 months ago

This reply was created from a merged topic originally titled presets gone.

All of my photos and presets are gone from my lightroom. I don't know what to do. I tried a lot of different things but i can't. I have a free account on lightroom

783 Messages

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10.4K Points

3 months ago

@Φωτεινή Καλπακίδη:If you made backups or sync, you can recover

783 Messages

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10.4K Points

3 months ago

@Aaron Hotanen: You wrote "There needs to be a very big compensation from Adobe."

Who was the last person who could have averted this loss? Could it be the one who did not sync nor make backups?

Every software maker has to try and tailor their millions of lines of code to avoid events like this, and every software maker has (hopefully not very often) made mistakes that result in this sort of problem.

It is incumbent on EVERY user to protect themselves with backup routines. That is a very basic principle for users of computers, has been since the beginning.

It is regrettable that this Lightroom fiasco DID happen, but, as in an auto accident, ultimate responsibility goes to the last person involved who, by proper action, could have avoided the crash or at least mitigated the loss. In this case, you were that person.

5 Messages

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100 Points

So a company sells a product that you pay a montly subscription fee. They make an update that destroys the work you have done and you are the only one to blame? So the customer should just have paid even higher subscription fee for all the files to be stored in their cloud just in case the company messes up? You should sugges that Adobe does this update as a monthly thing so that everyone will buy their 1tb cloud storage.

Very strage view if you are paying customer. Adobe was the one doing this so it’s their ultimate responsebility. If my gear was destroyed and I loose everything then it would be 100% my fault.

I still see your point. I do have all the original photos and edited versions stored in a different place, so I have done my job. The problem is that my preset and the edits as modifiable version aren’t. It would be very troublesome to constantly backup the presets to a cloud that is not Adobes. Have you tried to do that from an iPad? I’m not sure if that’s even possible to do for the photos that have the editis in a modifiable form, even from a desktop. So this has nothing to do with me lacing action as you have assumed. It’s me not wanting to pay a company a higer price for their larger cloud storage.

783 Messages

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10.4K Points

@Aaron Hotanen
Sorry for your loss.
Even life itself does not come with an absolute warranty.

5 Messages

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100 Points

It is what it is and shit happens for sure. My original point was that if Adobe want’s to keep me as a paying customer there should be some compensation for the mistake that they have done. 

783 Messages

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10.4K Points

@Aaron Hotanen  In the real world, they nor any other company, will pay you.

Sorry for your loss. "It’s me not wanting to pay a company a higer price for their larger cloud storage." which means you opted not to back up.
Even life itself does not come with an absolute warranty.

There is a way, at least in the Windows world, to make an image copy of storage, one of the products for doing that is called Macrium. I don't know whether that is available for the iOS platform. I have recovered and / or cloned to new drives using that in the past. Advantage with an image is you get everything, not just data files.

783 Messages

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10.4K Points

I have to confess to having done this same thing back in 1999 when I was well into polishing the final edit of a book manuscript (which ended up as 543 pages) and had a drive crash. That's what made me such a zealot about backups!

783 Messages

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10.4K Points

Typo above:  "They nor any other.." should read "neither they nor any other"

5 Messages

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100 Points

Well Dave in the real world companys do compensate all the time if they make a mistakes that causes trouble for their customers. Of course Adobe may choose not to do so which will cause them to lose a lot of montly subscribers. Me included.

I also spoke about compensation. That does not automatically mean paying money. Boy you do make a lot assumptions as you keep going on. Is there some point in you posting other than telling everyone how nothing happend to you here because of your excelense?

Doing the same thing in 1999? How is that remotely the same thing? Or did the hardware company send an update that was responsible for the crash? And that same crash happend to thousands and thousands of other customers at the same time? And you were also paying a monhly subscription fee for that company? 

783 Messages

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10.4K Points

@Aaron Hotanen "Doing the same thing in 1999?" That means I worked for a very long time writing that book only to have the digital manuscript disappear when my drive crashed and I had not been backing up for a long time. I did have paper, but I paid somebody to type it all back in. That is EXACTLY a parallel; I did not ask Western Digital to compensate me because their drive went toes up on me nor did I ask Corel to pay me because I was using Word Perfect to write that book, a program and a disc for which I did pay. (SAAS did not exist as a business model back then, so there was no opportunity to pay a little each month.)

Next poster, another very angry person, now threatens Adobe with legal action, for which any good law firm will tell her there is no basis and that she should have known that using a computer implies that one knows that they should back up. It sounds like she thought she was backing up but didn't do it correctly; that is also not the fault of a software maker.

1 Message

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60 Points

3 months ago

Are you F'ing kidding me!?!?!?! I have paid for this crap for well over a year now and I watch the stupid thing backup constantly and NO it's not on my cloud. It's also absolutely ridiculous that paying customers learn via a standardized email that their photos can't be recovered.  I hope someone does take a class action against adobe for this. I would love to take part in that. 
In the meantime, lesson learned. 

783 Messages

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10.4K Points

You watched it backup constantly. Do you mean that you used the synch function AND SET IT UP PROPERLY or were you using a Windows machine and the Windows backup? If the latter, you should be able to restore, if the former, read earlier postings here about how to recover from Apple synch. If you are on Windows, you also might get back where you were by doing a reversion to a Restore Point in Windows, one that is at least a day before this all happened.

Finding a solution is vastly different from just being pissed about a problem.

2 Messages

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82 Points

3 months ago

Me too! I’ve lost everything and had heaps of purchased presets!!

2 Messages

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72 Points

3 months ago

Same here! Who can help me to bring back my presets and my library?

783 Messages

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10.4K Points

READ the thread above! Your answers are up there.

2 Messages

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82 Points

3 months ago

This reply was created from a merged topic originally titled Hello. after the update, all my accumulated presets over the years disappeared. ....

Hello. after the update, all my accumulated presets over the years disappeared. and the photo was removed.

1 Message

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62 Points

3 months ago

I don’t even mind loosing my photos, but I lost all of my carefully crafted presets, and I wasn’t able to find them anywhere. Very disappointed in Lightroom, it was the only editing software I would use & now I have to start from scratch.

2 Messages

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82 Points

3 months ago

This reply was created from a merged topic originally titled Lost photos from IPhone.

I lost all the photos from Lightroom iPhone. How do I recover the lost photos ?

8 Messages

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194 Points

3 months ago

Solution if you have an iTunes backup from before the app update:

Tested a few times and this is the complete how-to:

Download and install iMazing from https://imazing.com/
No need to buy the full version (yet).

- open iMazing and make a backup of your phones to be sure
- bottom left click the plus and add folder with my iTunes backups (google if not sure where these folders are)
- select correct backup folder and open
- in the menu “under” the back up (click the little triangle or click the backup) scroll down to File System (orange icon)
- DO NOT DELETE ANYTHING
- heed all the warnings
- open the folder Apps
- open the folder with the LightRoom app (AppDomain-com.adobe.lmobilephone)
- open the folder Documents
- open the folder with the tons of different letters and numbers (I think this is different per phone?)
- open the folder settings-‪acr
- open the folder userStyles and marvel that is where you find all the XMP files aka presets!!
- right click the userStyles folder and export to pc (I was on a windows computer) (so that you only export one file/folder instead of hundreds, which is allowed in the free version of this programme)
- check all the folders for photos (I do not use Lightroom to organise my photos, so nothing lost there for me)
- import those preset files in Lightroom on your desktop
- apply presets on photos
- export photos with preset as DNG files
- send to phone (email, airdrop, dropbox etc)
- open those photo files in Lightroom app
- open and save preset

The XMP files have long and strangely numbered and lettered names, but importing to Lightroom on the desktop showed me that my preset names were preserved!
When exporting to DNG I just used those names as the file name, and when importing them to the Lightroom app, I made sure to change the settings so I could see the DNG file name in Lightroom and then same the preset with that info.

Let me know if I can assist some more!

1 Message

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84 Points

3 months ago

Dear Adobe team, 

Your Colleague (online chat) told me to write here to ask for a refund of the premium subscription(at least) that i've been paying for the past months and an eventual compensation for the massive loss of all the pictures.

I have the clouds, which unfortunately was full and, therefore, it wasn't able to save the most recent pictures that I took the last few months.

I am looking forward to hearing from you. 
 
Simone


Adobe Administrator

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825 Messages

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14.9K Points

Hi Simone,  We will have an agent reach out to you. 

2 Messages

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70 Points

12 days ago

Please tell me how can i get my lost presets back !? It was really hard to make them and after uploading the app they are all gone..... How can i get them back on mobile Lightroom. It's really not okay, cause this happends a lot !

Champion

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5.9K Messages

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104K Points

@Anjavesin this issue happened with an update 3 months ago and a new update was rolled out very quickly to fix it. Since you're only posting now, it's likely you have a different issue. Did you have the free app or a subscription? Are you signed into the correct Adobe ID?

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.

2 Messages

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70 Points

I had a free app and my Adobe ID was correct. But now it says that i have 28 remaining days. I don't know what it means.