Revel: All my photos have disappeared!

  • 3
  • Problem
  • Updated 7 years ago
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Revel - Transition | End of Service

I went in to upload more photos and all of my photos are no longer saved in Adobe Revel. I am very upset as I have been paying for months and for what? This was my main back up for my HD. I would like cancel and receive a refund.
Photo of Crystal Harms

Crystal Harms

  • 2 Posts
  • 0 Reply Likes
  • disappointed and angry

Posted 7 years ago

  • 3
Photo of Michael Sobieski

Michael Sobieski

  • 5 Posts
  • 0 Reply Likes
Hi Crystal,

Very sorry to hear you are having problems with Revel!

Can you please provide some additional information that can help us determine what the problem might be?

What version of Revel are you using, on your Mac?

Following Sign In, your current carousel appears empty? Do you no longer see all your previously uploaded thumbnails?

Please verify that you are viewing your intended carousel, and that you are also viewing All Photos. You may see your list of carousels inside Settings (i.e., gear icon > under My Carousels), and the view icon beside Settings will display an All Photos option.

If the above check out, what visually happens when you import a single image to this same account? Do you see this thumbnail?

Thank you,

-=Michael
Photo of Thomas L

Thomas L, Revel Quality Engineer

  • 44 Posts
  • 1 Reply Like
Hi Crystal,

My name is Thomas Lin. I'm on the Revel quality engineering team along with Michael Sobieski and others. Your satisfaction of the product is important to us, and we really like to help you solve the issue reported. Rest for sure, all photos originals once uploaded successfully, they're stored safely on secure servers. Your effort to upload them will not be wasted, and photos can be seem again once we solved the device issue that you're having.

Here is what we need more data from you.

(1) Please sharing the login Name (NO password) with us. (either post here or email directly to tlin@adobe.com) I would like to have our server team take a look at the account health status.

(2) What device do you NOT see your upload photos ? is it on iPad, iPhone or Mac ?

(3) Tell us about the device information. For example, on if problem show on an iPad, Go Settings > General > About : Please give us info on Capacity, Available, Version and Model info about your device)

(4) As Michael suggested to try, let you know if you viewing [All Photos], not [Status] or others view sort mode. You can change sort views , just look for an eyeball icon and bring up the pop up menu. Its located at bottom right corner next to gear icon.

(5) If you have more than 1 carousel created, let us know if you're having problem seem photos in all carousels or just one particular carousel. Give us a ballpark estimate on how many photos maybe in that trouble carousel if you can.

(6) Finally, Are you using Revel 1.2 latest version ? if not, would you please update to it, log out and log back in to see if that can resolve issue for you. (You can download from App store or ITune store)

Thanks for trying the steps and reporting back to us.

Sincerely,

Thomas
Photo of Thomas L

Thomas L, Revel Quality Engineer

  • 44 Posts
  • 1 Reply Like
Hi Crystal,

Just want to follow-up and let you know a possible workaround to an issue to another customer who login and not seeming all her photos. I'm not 100% certain that you are having exactly same problem from the description, but I hoped this workaround can help you as well.

Workaround is to reinstall the app. Delete it and re-download app from either App store (Mac) or iTune store (IOS).

As I mentioned previously, all uploaded photos are stored in secure services. Once the the app is restored to a working condition, your photos should be visible again.

If not, please let us know.

Thanks, and again we apologized for the inconvenience.

Thomas
Photo of Crystal Harms

Crystal Harms

  • 2 Posts
  • 0 Reply Likes
Hi Thomas,
Sorry I realize you may not have received my email from this morning because I simply hit reply. Here is what it said:

Hi Thomas,
Good news! In the process of getting my login info I went ahead and logged out and back and everything reappeared! Maybe it had something to do with the update that occurred a little while back?
I am grateful for the persistence of your team to solve the problem and am happy to know that if there are any other problems in the future, my photos are safe on your server.
Sorry for the false alarm and thanks again.
Regards,
-Crystal

Many thanks again!
Photo of Thomas L

Thomas L, Revel Quality Engineer

  • 44 Posts
  • 1 Reply Like
Hi Crystal,

I'm excited that you're able to have the issue resolved. If there're any problem of app in the future, please always feel free to contact us.

Regards,
Thomas

This conversation is no longer open for comments or replies.