Photoshop Elements: Backup Sync on Photoshop Elements 10 Organizer Not Working

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  • Problem
  • Updated 6 years ago
  • (Edited)
Backup Sync on Photoshop Elements 10 to Photoshop.com is not working. The Backup Sync box claims that the desktop is in sync with the online account, and yet there is 17G of photos pending. I've tried every kind of troubleshooting I can think of, and have run through the preferences menu carefully. And the firewall is set to allow all.

Backup Sync on Photoshop Elements 10 to Photoshop.com is not working. The Backup Sync box claims that the desktop is in sync with the online account, and yet there is 17G of photos pending. I've tried every kind of troubleshooting I can think of, and have run through the preferences menu carefully. Here is the sync log:

[20120110T075719] Info :SyncEngineCore:Sleep between sync cycles set to "300" seconds
[20120110T075719] Info :SyncEngineCore:Starting new sync cycle

[20120110T075719] Info :AmocParticipant:Sync database initialized. Current Sync catalog path:C:\ProgramData\Adobe\Elements Organizer\Catalogs\My Catalog 1\

[20120110T075724] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T075739] Info :EMSParticipant:PS.com user with account [sandrafoyt@gmail.com] logged in.
[20120110T075739] Info :EMSParticipant:Sleep between sync cycles set to "360" minutes.
[20120110T075739] Info :EMSParticipant:Maximum sleep time(server retry time) is "360" minutes.

[20120110T075742] Debug :AmocParticipant:Connecting to client(organizer) catalog.

[20120110T075757] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T075811] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T075902] Debug :AmocParticipant:Computing media changes on client(organizer) side.
[20120110T075902] Debug :AmocParticipant:Computing added media changes on client(organizer) side.
[20120110T075931] Debug :AmocParticipant:Computing media edit changes on client(organizer) side.
[20120110T075954] Debug :AmocParticipant:Computing media delete changes on client(organizer) side.
[20120110T075954] Debug :AmocParticipant:Computing album/tag changes on client(organizer) side.
[20120110T075956] Debug :AmocParticipant:Computing tag delete changes on client(organizer) side.
[20120110T075956] Info :AmocParticipant:Computation of changes on client(organizer) side completed. Media changes count: 6844, Total Count: 6919

[20120110T075956] Debug :AmocParticipant:Disconnecting client(organizer) catalog

[20120110T075956] Info :AmocParticipant:Time taken to compute client(organizer) side changes ::134301

[20120110T075956] Debug :EMSParticipant:Computing server changes
[20120110T080003] Debug :EMSParticipant:Asset server changes detected after "20120109T130717". Count is :47

[20120110T080004] Info :EMSParticipant:Connecting to client(organizer) database.
[20120110T080004] Debug :EMSParticipant:Connected to client database. Setting catalog busy callback.
[20120110T080004] Info :EMSParticipant:Import initialization is completed.
[20120110T080004] Info :EMSParticipant:Uninitialized import setup.
[20120110T080004] Debug :SyncEngineCore:Disconnecting amoc participant

[20120110T080004] Info :AmocParticipant:Disconnecting sync database.

[20120110T080004] Debug :SyncEngineCore:Disconnecting EMS participant

[20120110T080004] Info :SyncEngineCore:Backup/Sync cycle complete.

[20120110T080004] Info :SyncEngineCore:Changing Backup/Sync Agent Status from running to sleeping
[20120110T080225] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080240] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080247] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080258] Info :SyncEngineCore:Changing Backup/Sync Agent Status from sleeping to running
[20120110T080258] Info :SyncEngineCore:Starting new sync cycle

[20120110T080258] Info :AmocParticipant:Sync database initialized. Current Sync catalog path:C:\ProgramData\Adobe\Elements Organizer\Catalogs\My Catalog 1\

[20120110T080258] Info :EMSParticipant:PS.com user with account [sandrafoyt@gmail.com] logged in.
[20120110T080258] Info :EMSParticipant:Sleep between sync cycles set to "360" minutes.
[20120110T080258] Info :EMSParticipant:Maximum sleep time(server retry time) is "360" minutes.

[20120110T080258] Debug :AmocParticipant:Connecting to client(organizer) catalog.

[20120110T080301] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080304] Debug :AmocParticipant:Computing media changes on client(organizer) side.
[20120110T080304] Debug :AmocParticipant:Computing added media changes on client(organizer) side.
[20120110T080314] Debug :AmocParticipant:Computing media edit changes on client(organizer) side.
[20120110T080323] Debug :AmocParticipant:Computing media delete changes on client(organizer) side.
[20120110T080323] Debug :AmocParticipant:Computing album/tag changes on client(organizer) side.
[20120110T080325] Debug :AmocParticipant:Computing tag delete changes on client(organizer) side.
[20120110T080325] Info :AmocParticipant:Computation of changes on client(organizer) side completed. Media changes count: 6844, Total Count: 6919

[20120110T080325] Debug :AmocParticipant:Disconnecting client(organizer) catalog

[20120110T080325] Info :AmocParticipant:Time taken to compute client(organizer) side changes ::26769

[20120110T080325] Debug :EMSParticipant:Computing server changes
[20120110T080328] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080329] Debug :EMSParticipant:Asset server changes detected after "20120109T130717". Count is :47

[20120110T080329] Info :EMSParticipant:Connecting to client(organizer) database.
[20120110T080329] Debug :EMSParticipant:Connected to client database. Setting catalog busy callback.
[20120110T080329] Info :EMSParticipant:Import initialization is completed.
[20120110T080329] Info :EMSParticipant:Uninitialized import setup.
[20120110T080329] Debug :SyncEngineCore:Disconnecting amoc participant

[20120110T080329] Info :AmocParticipant:Disconnecting sync database.

[20120110T080329] Debug :SyncEngineCore:Disconnecting EMS participant

[20120110T080329] Info :SyncEngineCore:Backup/Sync cycle complete.

[20120110T080329] Info :SyncEngineCore:Changing Backup/Sync Agent Status from running to sleeping
[20120110T080337] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080358] Info :SyncEngineCore:Changing Backup/Sync Agent Status from sleeping to running
[20120110T080358] Info :SyncEngineCore:Starting new sync cycle

[20120110T080358] Info :AmocParticipant:Sync database initialized. Current Sync catalog path:C:\ProgramData\Adobe\Elements Organizer\Catalogs\My Catalog 1\

[20120110T080401] Info :EMSParticipant:PS.com user with account [sandrafoyt@gmail.com] logged in.
[20120110T080401] Info :EMSParticipant:Sleep between sync cycles set to "10" minutes.
[20120110T080401] Info :EMSParticipant:Maximum sleep time(server retry time) is "360" minutes.

[20120110T080401] Debug :AmocParticipant:Connecting to client(organizer) catalog.

[20120110T080411] Debug :AmocParticipant:Computing media changes on client(organizer) side.
[20120110T080411] Debug :AmocParticipant:Computing added media changes on client(organizer) side.
[20120110T080423] Debug :AmocParticipant:Computing media edit changes on client(organizer) side.
[20120110T080429] Debug :AmocParticipant:Computing media delete changes on client(organizer) side.
[20120110T080429] Debug :AmocParticipant:Computing album/tag changes on client(organizer) side.
[20120110T080430] Debug :AmocParticipant:Computing tag delete changes on client(organizer) side.
[20120110T080430] Info :AmocParticipant:Computation of changes on client(organizer) side completed. Media changes count: 6844, Total Count: 6919

[20120110T080430] Debug :AmocParticipant:Disconnecting client(organizer) catalog

[20120110T080430] Info :AmocParticipant:Time taken to compute client(organizer) side changes ::29172

[20120110T080430] Debug :EMSParticipant:Computing server changes
[20120110T080434] Debug :EMSParticipant:Asset server changes detected after "20120109T130717". Count is :47

[20120110T080435] Info :EMSParticipant:Connecting to client(organizer) database.
[20120110T080435] Debug :EMSParticipant:Connected to client database. Setting catalog busy callback.
[20120110T080435] Info :EMSParticipant:Import initialization is completed.
[20120110T080435] Info :EMSParticipant:Uninitialized import setup.
[20120110T080435] Debug :SyncEngineCore:Disconnecting amoc participant

[20120110T080435] Info :AmocParticipant:Disconnecting sync database.

[20120110T080435] Debug :SyncEngineCore:Disconnecting EMS participant

[20120110T080435] Info :SyncEngineCore:Backup/Sync cycle complete.

[20120110T080435] Info :SyncEngineCore:Changing Backup/Sync Agent Status from running to sleeping
[20120110T080727] Info :SyncEngineCore:Changing Backup/Sync Agent Status from sleeping to running
[20120110T080727] Info :SyncEngineCore:Starting new sync cycle

[20120110T080727] Info :AmocParticipant:Sync database initialized. Current Sync catalog path:C:\ProgramData\Adobe\Elements Organizer\Catalogs\My Catalog 1\

[20120110T080727] Info :EMSParticipant:PS.com user with account [sandrafoyt@gmail.com] logged in.
[20120110T080727] Info :EMSParticipant:Sleep between sync cycles set to "10" minutes.
[20120110T080727] Info :EMSParticipant:Maximum sleep time(server retry time) is "360" minutes.

[20120110T080727] Debug :AmocParticipant:Connecting to client(organizer) catalog.

[20120110T080732] Debug :AmocParticipant:Computing media changes on client(organizer) side.
[20120110T080732] Debug :AmocParticipant:Computing added media changes on client(organizer) side.
[20120110T080742] Debug :AmocParticipant:Computing media edit changes on client(organizer) side.
[20120110T080751] Debug :AmocParticipant:Computing media delete changes on client(organizer) side.
[20120110T080751] Debug :AmocParticipant:Computing album/tag changes on client(organizer) side.
[20120110T080753] Debug :AmocParticipant:Computing tag delete changes on client(organizer) side.
[20120110T080753] Info :AmocParticipant:Computation of changes on client(organizer) side completed. Media changes count: 6844, Total Count: 6919

[20120110T080753] Debug :AmocParticipant:Disconnecting client(organizer) catalog

[20120110T080753] Info :AmocParticipant:Time taken to compute client(organizer) side changes ::25553

[20120110T080753] Debug :EMSParticipant:Computing server changes
[20120110T080757] Debug :EMSParticipant:Asset server changes detected after "20120109T130717". Count is :47

[20120110T080757] Info :EMSParticipant:Connecting to client(organizer) database.
[20120110T080757] Debug :EMSParticipant:Connected to client database. Setting catalog busy callback.
[20120110T080757] Info :EMSParticipant:Import initialization is completed.
[20120110T080757] Info :EMSParticipant:Uninitialized import setup.
[20120110T080757] Debug :SyncEngineCore:Disconnecting amoc participant

[20120110T080757] Info :AmocParticipant:Disconnecting sync database.

[20120110T080757] Debug :SyncEngineCore:Disconnecting EMS participant

[20120110T080757] Info :SyncEngineCore:Backup/Sync cycle complete.

[20120110T080757] Info :SyncEngineCore:Changing Backup/Sync Agent Status from running to sleeping
[20120110T080904] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080914] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080915] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080924] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080937] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T080951] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T081005] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T081014] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T081540] Info :SyncSystemTray:Network change detected on client. State:connected
[20120110T081550] Info :SyncSystemTray:Network change detected on client. State:connected
Photo of Sandra Foyt

Sandra Foyt

  • 7 Posts
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Posted 7 years ago

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Photo of Charlie D

Charlie D, Official Rep

  • 810 Posts
  • 81 Reply Likes
Official Response
Hi Sandra

I work on the photoshop.com side of things. I’m posting the following troubleshooting steps that helped a few affected users in the past. Note: this troubleshooting info is geared towards Windows users. (for any Mac users looking for help who see this response, please chime in if you need help.)

When the Elements sync database becomes confused or corrupt, it may not kick off or complete Backup/Synchronization to Photoshop.com. We determined this after eliminating other factors (eg., network is OK, Elements app was updated, and the Elements catalog file is healthy). It’s unusual for the sync database to become corrupt, but it can occur on rare occasions. Our solution was to hide the sync database from Photoshop Elements, which forces Elements to recreate it. NOTE: this causes Elements to forget what is already Backed Up/Sync’d to Photoshop.com, and will cause duplicate files unless you first delete everything that’s already been uploaded. Users must be willing to purge the online content or risk file duplication.

Before I continue, let me offer some other troubleshooting info to consider first.

If you recently installed Elements for the first time, and your initial Backup/Synchronization to Photoshop.com won’t start, it’s likely caused by something other than the sync database which I’m addressing here. Example of a non-sync database issue: new users haven’t learned they need to add images and video to an album inside Elements, and set that album to Sync using the Backup/Synchronization preferences; only photos and videos inside albums are synced to Photoshop.com. Also, if your system has other heavy network traffic, Element Sync will demote itself, pausing upload, to not interfere with other the other activities. Let Backup/Synchronization run by itself, and run overnight if you have a huge catalog to upload.

If you suspect a catalog issue, try creating a new catalog and synching a few items; if that works, then the problem is no deeper than that specific catalog. Try doing a Catalog>Repair on the problematic catalog to see if that fixes it.

If the Catalog seems healthy, but your Backup/Synchronization still won’t begin, be sure that your login for synching works by logging into your account directly in a web browser, at www.photoshop.com. If you can sign into the Photoshop.com online Organizer and upload a photo directly with no problems, then this indicates an issue with Elements and not the online account itself.

FYI, the Elements Backup/Synchronization agent keeps a log of its activity, and this can help Adobe Support troubleshoot issues.

On Windows XP, this log is at: C:\Documents and Settings\\Application Data\Adobe\Photoshop Elements Sync Agent\1.0\Logs\.log

On Windows 7 and Vista, this log is found at: C:\Users\\AppData\Roaming\Adobe\Photoshop Elements Sync Agent\1.0\Logs\.log

...Now, to recreate the sync database to try to kick-start the Elements Backup/Synchronization process, here are steps to follow.

Disable Backup/Synchronization in Elements. (You can also turn it off using the icon in the Notification area of your taskbar at the bottom right of your screen.)

Find the sync database folder on your hard drive. The easiest way is to look in Elements, under Help > System Info

--The default path for Windows 7 and Vista should be: C:\ProgramData\Adobe\Elements Organizer\Catalogs\\syncdb\
--The default path for Windows XP should be: Catalog Location: C:\Documents and Settings\All Users\Application Data\Adobe\Elements Organizer\Catalogs\\syncdb\

Notice that “syncdb” is a subfolder of your catalog. Navigate to this location using Windows Explorer. Rename the folder “syncdb” to something else to hide it from Elements, for example “syncdb_old”

Close and restart Elements Organizer. At first, try syncing just a small album with only a few files, to see if Backup/Synchronization begins. If that goes smoothly, then upload the rest of your files.

Note: After you renamed/moved/deleted your old "syncdb" folder, you will *not* receive any message in Elements about the catalog itself. The Catalog and SyncDB are two separate things that work with each other. When the SyncDB becomes unavailable, it is automatically and silently reconstructed the next time you perform a backup to Photoshop.com. Only when the catalog becomes unavailable will Elements ask you to locate it or create a new one.