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

  • 8
  • Problem
  • Updated 7 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
  • 0 Reply Likes

Posted 8 years ago

  • 8
Photo of Charlie D

Charlie D, Official Rep

  • 814 Posts
  • 84 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.
Photo of Sandra Foyt

Sandra Foyt

  • 7 Posts
  • 0 Reply Likes
Charlie D - Look above, I included the backup log. So - I checked the catalog, it's OK. And backup sync worked well enough all week. I installed Elements 10, and previously had Element 9, and before that Element 8, and so on, and so on. But this week was the first time that I used the backup feature.

However, having uploaded 30 G of photos, I don't want to lose it. If I have to delete duplicates, I guess I can do that. But I'm concerned that sync'ing 30G of photos will take a while.
Photo of Sandra Foyt

Sandra Foyt

  • 7 Posts
  • 0 Reply Likes
Looking at your response again, it looks like you're telling me that I will have to upload 30G of photos again - a project that took over a week, with the computer running all night. At 1mbps upload speed - which I'm told is pretty good for a residential location - it takes a LONG time to upload this much data. Can you come up with a better solution?
Photo of Charlie D

Charlie D, Official Rep

  • 814 Posts
  • 84 Reply Likes
Hi Sandra, I don't have better solution. I understand you not wanting to start from scratch after all the time invested. My advice is geared towards helping you avoid uploading duplicates of files (this is not trivial considering the size of your catalog). I'm hoping someone from the Support team or the Elements team has other ideas about how to kick start your synchronization again without starting over or duplicating files.
Photo of JUDITH SWEENEY

JUDITH SWEENEY

  • 11 Posts
  • 0 Reply Likes
I noticed several posts from Sandra on this issue of 4 month ago. Did you ever find a solution? I've been suffering with this same problem since May 4th with no success. Even thought like Sandra I didn't want to delete everything on Photoshop.com but decided to after all. After 2 plus days I paused and when I tried to sync again it stopped and I had only uploaded 17gigs of 27 plus. I'm very confused, angry, and exhausted after hours and hours of trying to solve it. DID SANDRA EVER GET SATISFACTION???? IF NOT I'VE ASK SANDRA JOIN ME IN FINDING A WAY TO PROVE THAT THERE MUST BE A BUG IN VERSION10. I CAN'T EVEN GO BACK TO VERSION9 WITHOUT STARTING ALL OVER AGAIN. this is crazy. Why can't you get Adobe to help us. I've noticed other posts with similar issues with backup sync. It's bee several years since you announced this service but it's still going through growing pains. I've sung the praises of Adobe Photoshop Elements and sync to Photoshop. com but I can't anymore. Judith Sweeney
Photo of Sandra Foyt

Sandra Foyt

  • 7 Posts
  • 0 Reply Likes
No, I gave up. I'm switching to SmugMug & deleting this account. Just don't have the time to devote to making this work, not sure that it's even possible.
Photo of Vanessa Huston

Vanessa Huston

  • 2 Posts
  • 0 Reply Likes
Backup/synchronization will not work. Under Edit/Preferences/Backup-Sync the checkbox for the album I am trying to share is grayed out. I have auto backup/sync for new albums selected. I am logged in to my account. When I see the backup/sync icon in the system tray and click on it, manual backup/sync and backup/sync now are not available as options.

This reply was created from a merged topic originally titled
Photoshop Elements: Backup/synchronization failure.
Photo of Julie Maughan

Julie Maughan

  • 4 Posts
  • 0 Reply Likes
I would like to start a new backup/sync with photoshop.com. I have reorganized almost all of my pictures on my computer and have photoshop elements 7 just the way I want it but my backup is not working properly. Can I just start from scratch with a new backup?

This reply was created from a merged topic originally titled
Elements/Photoshop.com: Backup/Sync is not working correctly.
Photo of Joy Veinot

Joy Veinot

  • 5 Posts
  • 0 Reply Likes
I am using PSE 9 and am having a problem with syncing my albums online. It uploaded the albums just fine the first time, but I have since changed one of the albums - removed many pictures - added others - but the two albums are no longer the same. None of the new pictures have been uploaded. I am not good at fixing computer problems so I hope there is an easy fix. Does anyone know of anything I can do?

This reply was created from a merged topic originally titled
Photoshop Elements: Online album does not sync with my organizer album in PSE 9.
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
There is a possibility that the corruption is repairable, but it depends on the root cause. Those who would like to send in their sync database files to me, I can check them and see if there is a more elegant solution to this whole issue.

Remember, what I am suggesting won't work for everyone, but it could be a much better option that worrying about duplicate files.
Photo of Sandra Foyt

Sandra Foyt

  • 7 Posts
  • 0 Reply Likes
Hi Brett - Did you see my sync database on the thread above?
Photo of Sandra Foyt

Sandra Foyt

  • 7 Posts
  • 0 Reply Likes
Brett - Did you see my sync database above?
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
That is your sync log above, what we want is the sync database. What you've posted above is a report on what happened when you tried to perform a sync. What we want is the file that keeps track of the syncing that has been done and needs to be done. It is not a text file, but a database, you would not be able to post it to this site but would have to email it to us.

The sync database is the last file Charlie talks about above (called syncdb). Please email that file to me at bnemecek [AT] adobe [DOT] com.
Photo of JUDITH SWEENEY

JUDITH SWEENEY

  • 11 Posts
  • 0 Reply Likes
Sandra I noticed several posts on this issue of 4 month agao. Did you ever find a solution? I've been suffering with this same problem since May 4th with no success. Even thought like you I didn't want to delete everything on photoshop.com but decided to after all. After 2 plus days I paused and when I tried to sync again it stopped and I had only uploaded 17gigs of 27 plus. I'm very confused, angry, and exhausted after hours and hours of trying to solve it. DID YOU EVERY GT SATISFACTION???? IF NOT CAN YOU JOIN ME IN FINDING A WAY TO PROVE THAT THERE MUST BE A BUG IN VERSION10. i CAN'T EVEN GO BACK TO VERSION9 WITHOUT STARTING ALL OVER AGAIN. I'M ALSO GOING TO POST A REPLY TO BRETT N AND CHARLIE D. I HOPE YOU DON'T MIND
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
Sandra, we've taken a look at your syndb file but nothing specific has come up. But we have some questions about your current setup based on information from the DB and from the log above.
1. Is the "Backup/Sync only when Idle" option enabled? In your system tray (next to your clock) will be a safe icon. Right-click this and you will get a menu of options for Synchronizing. Verify whether this option is checked, if it is, uncheck it.
2. How are you connected to the internet? Specifically, are you using a wireless connection (Wifi)? If so, could you try a direct, wired connection and see if that works?
3. What kind of network security do you have? Anti-virus? Firewall? Proxy servers? Would it be possible to test without some of these to see if they are interfering?
4. We can try a new, blank catalog, change the Sync settings to use this catalog instead, then return to your original catalog, turn the sync back on, and see if this kicks the sync back into gear.

There is another idea if none of the above help.
Photo of JUDITH SWEENEY

JUDITH SWEENEY

  • 11 Posts
  • 0 Reply Likes
I noticed several posts from Sandra on this issue of 4 month ago. Did you ever find a solution? I've been suffering with this same problem since May 4th with no success. Even thought like Sandra I didn't want to delete everything on Photoshop.com but decided to after all. After 2 plus days I paused and when I tried to sync again it stopped and I had only uploaded 17gigs of 27 plus. I'm very confused, angry, and exhausted after hours and hours of trying to solve it. DID SANDRA EVER GET SATISFACTION???? IF NOT I'VE ASK SANDRA JOIN ME IN FINDING A WAY TO PROVE THAT THERE MUST BE A BUG IN VERSION10. I CAN'T EVEN GO BACK TO VERSION9 WITHOUT STARTING ALL OVER AGAIN. this is crazy. Why can't you get Adobe to help us. I've noticed other posts with similar issues with backup sync. It's bee several years since you announced this service but it's still going through growing pains. I've sung the praises of Adobe Photoshop Elements and sync to Photoshop. com but I can't anymore.
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
Yes Judith, they have a date of 4 months ago. As you may notice, I've asked a number of questions above. As you can see, I never got a response to my questions. As Sandra says below, she simply gave up and moved to something different.

If you have only encountered the problem since a specific date, that tells me that is was working prior to that date. If it had been working before, then that tells us it was not a bug you have encountered (bugs are constant, they don't work some times and not others).

Uploading files happens at a much slower rate than downloading them. Check with your ISP, but generally upload speeds are about 1/10th the speed up download. It would generally take days to upload 17 GB worth of files.
Photo of JUDITH SWEENEY

JUDITH SWEENEY

  • 11 Posts
  • 0 Reply Likes
Brett....I hadn't used version 10 before that date and the reason for the specific date is that is the date I reported it; not the date it began. I noticed it because I had just come back from Tuscany and noticed it wasn't syncing. I want to share my photos but can't. I can't even share them from elements. I've been singing the praises of Photoshop express for quite sometime but now all my friends are hearing is that although I returned 4/29/12 I still can't share my photos. I could put some on Facebook but don't like the lack of security. I know about the speed and that is not what I was complaining about only that I still have a day or two left to sync as it stopped after I renamed my DB. It stopped working after I paused backup sync to restart my computer.. I did this on advice from one of you on a forum and have been told not to do it again as it will only keep happening until we find the reason. I have a case number and will call again but have already spent hours with no success. This is the reason I think it could be a bug.
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
So, you paused the sync to reboot your computer and it hasn't worked since? Or it never worked with PSE10? Or it was working and then you recreated your syncdb? Or you left your computer on and syncing when you went away on a trip and when you got back the syncing had not completed?

What is your case number?
Photo of JUDITH SWEENEY

JUDITH SWEENEY

  • 11 Posts
  • 0 Reply Likes
Brett....when I discovered it wasn't working i asked for help and they said there was a charge which didn't make sense at the time because I saw it as a PSX problem not PSE. problem. But at this point I think it could be a problem with version10. When I thought about it I realized that I hadn't needed to sync function until I returned from trip. I did not try to sync while away. Anyway when I couldn't get help I checked the forums and saw , I think it was, Charle's, suggesting I rename my syncDB and let the system recreate a new one. He warned that I needed to have the guts to delete everything on line before doing this and to stop sync. I did all this and was about 2 days in when I needed to reboot my system for something else. So I pause the syncing and rebooted. But when I unpaused it wouldn't sync and was stuck at 17 gigs of the 27 plus that was already on it before my new photos. The first time I contacted Adobe support was May 4th but the first time I noticed it wasn't syncing was May30th, mY CASE NUMBER IS 183232168. /today I called and Kelly had me remove everything from the catalog folder except the catalog. I asked her over and over if it would start from where it stopped and she assured me that it would. But after some time I finally got saw the box saying it was uplaoding my photos and I could tell it was starting from the beginning aand trying to upoad 13k plus photos. She did even have me delete the online. database. I paused it again because I knew how irresponsible this was. and that I would have a bunch of duplicate and another nightmare afterward. I did check to see if it would state up again and it did but paused it again.
what do you think I should do? Should I delete online and let it start over again. This will probably take 4 days. I'm concerned that it will happen again and that we haven't really found the reason it happened in the beginning. I told kelly I would call back but I can't do so until tomorrow morning but I can't work with her again.
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
Thanks for clarifying things. It was very irresponsible to tell you that removing the syncdb would let you start from where you left off. The purpose of the syncdb file is to tell Elements Organizer what files have already been uploaded/downloaded. Removing this file makes the Organizer think you have never uploaded anything and will result in duplication. You'll want to put that back and see if you can start to sync again. If it still fails, send it to me so I can check it's health: bnemecek [AT] adobe [DOT] com.
Photo of Sandra Foyt

Sandra Foyt

  • 7 Posts
  • 0 Reply Likes
So, now I've tried the new, blank catalog. That was able to backup sync with only a few photo files. But when I returned to the original catalog, the backup sync still doesn't work.
Photo of Robert Allen

Robert Allen

  • 5 Posts
  • 0 Reply Likes
this program is junk. and does not work!!!
Photo of Robert Allen

Robert Allen

  • 5 Posts
  • 0 Reply Likes
and when i ask for help. it took you 4 months to contack me!
Photo of Robert Allen

Robert Allen

  • 5 Posts
  • 0 Reply Likes
and then you tryed to bill me for help
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
For many, many people Photoshop Elements works just fine without ever encountering a single hitch. Of course, you visit forums and it seems that the any application is complete junk because it's full of people running into problems. But there are no forums that people visit just to say "Everything is working".

How did you reach out to us for help that it could take 4 months to get back to you? Was it on the forums?

I haven't tried to bill anybody for help. If you contacted support over the phone, there may be a charge for that, but all other support is free.

What sort of trouble are you facing?
Photo of Harold

Harold

  • 18 Posts
  • 3 Reply Likes
I just tried what was suggested above. Here's what I did:

1. I was able to upload pics from my photoshop.com site
2. I tried rebuilding catalog...didn't fix my backup/sync issue
3. turned off backup/sync
3. renamed the syncdb folder to syncdbold as instructed above.
4. relaunched Elements 10 and opened Prefs...Backup/Synchronization and clicked Backup/Sync is On and still get the following error message:
There was an error opening the Backup/Sychronization Preferences. Please close Preferences and try again.
5. tried again and got the same error message.
Can anyone help by chance? Thanks.
Harold House
P.S. It had been working just fine for the last many months.
Photo of Brett N

Brett N, Official Rep

  • 2260 Posts
  • 122 Reply Likes
Try logging out of your account. Click the "Hello, [Name]" link in the upper right. When it asks you to enter your password, simply click the Sign Out button at the bottom. Close and restart Photoshop Elements and then try logging back in. If you are able to do all of this successfully, try going back to Preferences > Backup/Synchronization.
Photo of Harold

Harold

  • 18 Posts
  • 3 Reply Likes
Holy Mackerole, that worked. Thanks, Brett N. Before I tried your suggestion, I went to my photoshop.com site and deleted all 37GB of my albums with the idea that I didn't want duplicates uploaded. Anyway, its resyncing and resending all of my albums now as we speak. Cool.
So, yes, logging out of Elements itself, as you wrote, and restarting and logging back in to Elements and the going to Preferences and retrying the Backup/Synchronization, worked.
Photo of Harold

Harold

  • 18 Posts
  • 3 Reply Likes
Holy Mackerole, that worked. Thanks, Brett N. Before I tried your suggestion, I went to my photoshop.com site and deleted all 37GB of my albums with the idea that I didn't want duplicates uploaded. Anyway, its resyncing and resending all of my albums now as we speak. Cool.
So, yes, logging out of Elements itself, as you wrote, and restarting and logging back in to Elements and the going to Preferences and retrying the Backup/Synchronization, worked.