IB

24 Messages

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308 Points

Fri, Mar 12, 2021 11:02 PM

Lightroom Mobile is stuck pending upload

Hi I've just discovered that photos imported in Lightroom Mobile refuse to sync and are stuck in perpetual upload pending state. This has been happening since at least February.

This originally happened on my iPad, but for troubleshooting I've tried to take several photos with on iPhone with Lightroom (both DNG & JPEG) and they refuse to sync as well.

I've tried to do the following so far:

  • Force quit Lightroom;
  • Restart iPad/iPhone;
  • Switch WiFi networks;
  • Disable WiFi and use mobile data instead;
  • Making tiny adjustments to pending images to force them to sync;
  • Pausing and restarting sync;
  • Checking web version of Lighroom for sync errors(there are 10 for unrelated images back from 2017-2018, nothing for recent ones);

None of this seems to help, basically anything I add on my devices is just not synching. I've tired uploading new photos from my Mac (Lightroom CC) and Web versions and it shows up on Lightroom Mobile just fine, but any edits I make to that photos on mobile refuse to sync up as well. 

I'm all on the latest versions:

  • Lightroom mobile: 6.1.0.7
  • iOS/iPadOS 14.4

I would really appreciate some help as there are images on the iPad that now exist only there and I can't seem to get them out to the cloud. My only option left is to delete the app and re-install but I will of course loose the files since sync with Adobe cloud is broken.

Screenshots from devices:

iPhone (always uploading)
iPad (always uploading)
Lightroom Desktop (no errors)

Thank you!

Responses

Adobe Administrator

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10K Messages

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135K Points

1 m ago

Can you go to https://lightroom.adobe.com and see if you have a Sync Issues folder and what the images on it say?

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

 • 

308 Points

Hi @Rikk thank you for reply. There are 10 images in the Sync Issues folder, but they are all from 2017-18 and it instructs me to open Lightroom on a computer I no longer have. There are no errors for image imported this year.

(edited)

Adobe Administrator

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10K Messages

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135K Points

These will need to be deleted in the Lightroom Web environment and that should hopefully clear your sync issue. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

 • 

308 Points

I've moved them first to the Deleted folder and then deleted permanently but unfortunately iPhone and iPad apps still refuse to sync. Restarting the apps after this didn't help either.

Adobe Administrator

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10K Messages

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135K Points

It will take some time. Everything should be restarted, connected to the internet and allowed some down time to sync. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

 • 

308 Points

Just woke up and checked the apps, unfortunately sync still doesn’t work.

24 Messages

 • 

308 Points

@Rikk Is there anything else that can be done to troubleshoot the issue? It's been 2 days now since I've removed problematic objects from Lightroom Web but the issue is still present. At this point Lightroom is pretty much unusable as I'm stuck with photos that only exist on mobile. I would really appreciate some help.

24 Messages

 • 

308 Points

1 m ago

I've updated to the latest version 6.2 that just came out hoping that it will resolve the issue, but unfortunately uploads are still stuck.

24 Messages

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308 Points

I'm trying to troubleshoot this and anything that I add to Lightroom desktop is available on mobile with edits from the desktop also quickly synching via the cloud. But anything synching up from mobile is still a no-go.

Adobe Administrator

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10K Messages

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135K Points

Can you verify your Sync Issues folder at https://lightroom.adobe.com is empty now and you've cleared all of your deleted items?

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

 • 

308 Points

There is no more sync issues, and the folder is no longer visible between All Photos and Deleted.

Adobe Administrator

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10K Messages

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135K Points

Great

Can you fill in the all photos sync information for the following:

Lightroom Classic:

Lightroom Desktop

Device 1:

Device 2:

Etc.

https://lightroom.adobe.com:

If you do not have one of these clients, put "NA"

(edited)

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

 • 

308 Points

Do you mean photo counts under All Photos? Here's what I've got:

  • Lightroom Classic: NA
  • Lightroom Desktop: 21,312
  • Lightroom Web: 21,312
  • Lightroom Mobile (iOS): 21,434
  • Lightroom Mobile (iPadOS): 21,453

Adobe Administrator

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10K Messages

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135K Points

Great that helps. 

Lightroom Desktop shows Synced and Backed up when you hit the cloud?

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

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308 Points

Yes, it does show that

24 Messages

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308 Points

Hi @Rikk is there anything else I need to check to help troubleshoot this issue?

Adobe Administrator

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10K Messages

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135K Points

1 m ago

i am standing by waiting for the team to respond on your issue. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

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308 Points

Hi @Rikk have you hear anything back about this?

It's been 2 weeks now and I'm still locked out of my photos that are stuck on iPad and iPhone and paying for a cloud sync subscription that just does not sync. Thank you!

Adobe Administrator

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10K Messages

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135K Points

The engineers were unable to see anything on our end that would explain the sync. They would like to collect logs from all devices to review:

iOS Log File

can be triggered when you open up the Lr Mobile settings and then navigate in to the Help&Support section and long-press (2-3 sec) “Access our Support Forum”-entry and a diagnostic log will be generated and attached to your local mail client.

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

 • 

308 Points

@Rikk shall I send the logs to a pre-filled email address?

24 Messages

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308 Points

Thank you @Rikk I've sent the logs.

Interestingly that after updating to 6.2.1 on iPad a portion of stuck photos synched to the cloud (they all came from the same import). So now iPad is down from 154 pending to 117, but nothing is synching beyond that.

Adobe Administrator

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10K Messages

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135K Points

I've sent you a response with some images to interrogate. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

24 Messages

 • 

308 Points

Thank you @Rikk I've got the instructions in the email to find a list of images from the diagnostic log and delete them.

However what I found is every single time I generate a new diagnostic log that list is different. There are always 10 images at the top of the list, but they are different all the time.

Not sure what to do now.

24 Messages

 • 

308 Points

@Rikk is there anything else that can be done?

Adobe Administrator

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10K Messages

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135K Points

15 h ago

It is probably time to get another diagnostic log from you. Are you still stuck at 117?

Adobe Photography Products

Quality Engineering - Customer Advocacy