Lightroom mobile: Photos stuck syncing (was Contact Adobe Lightroom mobile)

  • 1
  • Question
  • Updated 3 years ago
  • Answered
  • (Edited)
Where can I contact the developer of Lightroom mobile? I'm a pro photographer and I'm really trying to integrate it into my workflow since it launch. But there are some troubles where Adobe support can't help and that I would like to give feedback about. (And no, deleting all cloud data is not an option! Done that and it would take several days to get all collections back online.)
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes

Posted 3 years ago

  • 1
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
Here is your best bet. Tell us what's up.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
So you're working at Adobe in Hamburg? Can we talk direct and in German?
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
No, but the mobile engineers check in here (and I can flag up this post for them to see), and they're likely to be your best bet. To set expectations, they're not likely to call you.
Photo of Asha M.J.

Asha M.J., Computer Scientist

  • 54 Posts
  • 7 Reply Likes
There are many people in this forum, who potentially will be able to help you. And having a conversation here might be helpful for other customers, as well, who are facing similar issues. Hence it is highly recommended to have the conversation here itself.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Well, I have some bugs to report. So some files are blocking the syncing of the whole cloud. Adobe Support is only able to say that I have to delete the whole cloud. (They can't even point out the files that are making trouble.) And I've done that before. Still it is no solution since I use Lightroom mobile for business and I have 20k photos in that cloud and several shared collections that I'm working on with clients on ongoing projects. They would be gone when I reset the cloud. Plus with my Internet connection and computing power it would take several days to get everything back in the cloud. That is this kind of issue that I wouldn't reccomend any fellow pro photographer to switch to Lightroom mobile.
I don't expect them to call me, but I would like to deliver my feedback to make this a better product for professionals. Adobe Support claims that they don't have any connections to the developers. I know that is a German product and like to help. But I don't see the point to discuss bugs here in the forum.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Beside the syncing issue: I'd like to edit my photos on my iPad. Therefore I need to compare photos very quickly and mark them (I use the white and black flag). The animation between the photos (swiping) is nice, but not helpful for that matter. It would be best if I could switch between photos directly. (Or turn that animation of.) I found a way around using the film strip. But since the last update I have to swipe to the right to flag an image. The possibility to swipe up or down is gone inside film strip. That forces me back to my desktop computer to finetune my edit. (I'm in the news business and there time matters and I'm talking about several 100 photos that usual needs to be edited for a single project.)
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
Ok, great. For the feature request, start a separate thread. All feature requests are tracked here, and the forum software allows other people to vote on the requests they'd most like to see. This helps the engineering team figure out their priorities.

For your stuck photos, are they stuck downloading the desktop or to your iPad?
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Sorry Victoria, but I didn't got here as a consumer user that is new to Photoshop Lightroom. I'm using Lightroom mobile since it was launched and it is crucial part of my workflow. I was pointed here by official Adobe Lightroom support as they could not help me with that bug and claimed they could not in any way forward this matter to the other division of this (sure big) company. I hope you don't take it personal that I don't think, that anybody else than the developers could help me. (But if you care I sent you the mobile logfile for analysis.)
And I'm pretty upset that I can't simply deliver my feedback to Adobe. I understand that software to target the pro market. I'm a pro. I use it. I see problems that I think the developers might should know. I'm not here to vote for features.
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
You have delivered your feedback to Adobe by writing this thread. They read all of the threads here, and one employee has already replied to you.

I understand you don't like the way Adobe have chosen to offer support, but this is the support that's on offer. The engineers can't reply to every thread, otherwise they'd never have time to write the software. There are other people, such as myself, with the experience to ask the right questions to prioritize the threads that need their attention and deal with the majority of them.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Well I do know that system from other software companies that are selling low budget accounting software solutions. I understand that the engineers don't have time to listen to every problem. And I don't ask for it neither have I the time to fight and vote to get their attention. You know what: That discussion here was the first thing that came to my mind, when Adobe support pointed me here. And I told them that I don't want to. By now I spent like almost an hour replying to your comments (as English is not my native language) and not getting any further. You might know, what a photographer charges per hour. And even though it is off season I have a ton of work on the table and pictures to deliver. I think this is pretty disrespectful by Adobe. My time has value too. My question is not "how do I do that" or something. I told support that there is trouble with the cloud and I would like to deliver feedback for the people that are programming this software - as I don't expect them to be pro photographers. This is a new software and working in the cloud is making it firsts steps. I don't expect them to listen. But neither would I recommend this cloud workflow to a pro photographer.
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
I'm sorry you feel that way André. If you'd just answered my question a few posts back, we may have been able to solve it by now. It's exactly the same question any of the engineers would have asked.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Victoria, Adobe support confirmed that they can't help except for deleting the whole cloud, because they know no way to determine, which file is causing the trouble. They asked for all the protocols and handed the issue over to next level support (which had not responded yet). What makes you think, that you can solve it? Are you using Photoshop Lightroom mobile for your daily business? (I doubt, because I do and I have to take pictures too and therefore no time for forums.) Have you had stucked files in the syncing process before? Do you know stuff, that Adobe support does not know?
I can ensure you, that I've searched several forums before. And know the bug and how I can still work (by not synching that troubled collections.) I want to help to get the bug solved. That's all. There is a key combination to get Lightroom to write a syncing protocol. Done that. I need someone who can read this.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Though I really appreciate your wish to help. :)
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
Adobe first level support primarily read off lists of instructions and have limited knowledge beyond those instructions. Next level support are better, if/when they respond.

If you google me, you'd discover that I've written numerous books on Lightroom and I'm an Adobe Community Professional, so I spend most of my week solving Lightroom problems. In many cases, yes, I can solve issues that Adobe Support have said are not fixable.

I can't always fix mobile sync problems, but if I can find out the exact problem, I can flag it up for the right engineer. That's a lot quicker than hoping Adobe next level Support get back to you. But doing so means you answering a few questions, so the engineers can read it.

I'm not trying to waste your time, as all of our time is valuable. I have plenty of things to do too!

Feel free to describe your problem in German, if that's easier for you than English, and then I can send it to the right engineer.
Photo of Asha M.J.

Asha M.J., Computer Scientist

  • 54 Posts
  • 7 Reply Likes
Sorry to hear that you had so much trouble. We understand that you need to resolve the issue as soon as possible so that you will get unblocked. But in most of the cases, developer intervention might not be required for that. Victoria and others have used the product more than we do and hence they will be able to help in majority of the cases. If not, they will be able to send it to the right engineer as she mentioned.

In this particular case, we need to know your account details. Could you please mail me the account id and the problem description?
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
1) My syncing module tells me, that it has two files to sync - always (was just one for several month, since new year now there are two). It does however keep syncing everything else. So whenever the big transfer is done, one or two files are left. And I can't find out which files they are.
2) There are collections where syncing failed and it would show me that all photos in that collection needs to be synced. But nothing will happen (I would read f.e. 103 files to sync instead on one). And it won't sync. It does not help to delete this collection and re-import the files as Adobe seems to hash the photos somehow to keep them in the cloud forever. You'll can check this if you take a collection offline. It will disappear in your Lightroom mobile (and the web mobile). But when you start syncing them again you'll notice, that they will be back online instantly - they did NOT delete them. Actually a little scary but as I understood a keynote by Julian Kost, Adobe is working on a thing like storing everything in the cloud. So that makes perfect sence - as long everything is working fine.
Currently I'm working an a collection that I can't sync to the cloud at all. The project is two months old now and serveral new collections are perfectly fine. As I said: re-import won't help.
I noticed however that trouble like this tends to happen, when I mix different cameras for a job (what pros do).
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
I had this issue before in 2014. Back then I deleted the whole cloud as support would suggest. But now I'd rather delete those files, that are causing trouble than deleting 20.000 images in the cloud and have this machine blocked several days to get everything back online again. (Plus that all shared collections that I'm working on with clients would be gone.)
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
Completely understand you not wanting to wipe them André, and thanks for clarifying the issue.

When it says 2 files are syncing, if you look down the Collections panel at the sync icons, does one of the collections have 3 small dots next to the sync icon? If so, that's the collection that's stuck. And then if you look in the collection at the icons in the corners, the icons on two of the photos may have three dots against the sync icon too. If not, have a look at the problem collection in http://lightroom.adobe.com and you may find 2 black thumbnails, which you can delete from the web browser, wait for the syncing message to disappear, and then add back to sync.

With regard to your second issue, I'm forwarding this thread to one of the engineers who's likely to be best placed to know what's happening there.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
I know about the three dots but could not find the files that are in trouble.I currently have to meet a deadline. I'll check your suggestion with the black thumbnails soon. Thanks!
Photo of Asha M.J.

Asha M.J., Computer Scientist

  • 54 Posts
  • 7 Reply Likes
Hi Andre,
Inorder to look into this, we need the current state of your lr catalog. I have just sent you a mail with the list of specific information we need. Please reply back with the details.
Thanks,
Asha
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Thanks! I answered your mail. If you don't get it, please call me again.
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Thanks Victoria & Asha! I tried to find the three dots inside to collection that is showing three dots itself. No succeed. Also there are no black thumbnails visible in Lightroom web. There is however good news for this collection that did not sync anymore. After I worked on most of the files in the last days it now seems to sync again after I turned it back on. Here I see placeholder like this
They are now being replaced when I refresh the page as the new upload is progressing.
I'd say key to this sync trouble would be an easier way to locate the troubled files. So that you can find and exclude them from syncing. That would still not fix the issue, that you might want to work with hat file mobile. But that's the smaller problem when a whole collection or even the whole catalog won't sync anymore.
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4125 Posts
  • 1471 Reply Likes
That's good news! The placeholders were the icons I meant by black thumbnails (they keep changing the design!). They can get 'stuck' there when a sync gets stuck, so it's great to hear they're now uploading again correctly.

Completely agree there needs to be a better way of fixing stuck syncs and identifying problems!
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
I noticed before that changing something on the file in Lightroom does "unstuck" syncing problems. But therefore you have to locate the file. And not always you want to change it though.
Talking about that collection again: it is obvious that Adobe does not delete images that once went to their cloud. I understand that move to save bandwith and computing power. Still I'd wish we had a little more control on what is going on.
Photo of Guido Reule

Guido Reule, Employee

  • 71 Posts
  • 14 Reply Likes
Good news. We were able to identify the 2 problematic photos. With this help Andre was able to fix his account. Thanks for your patience, Andre and sorry for the inconvenience caused. - Guido
Photo of André Wirsig

André Wirsig

  • 31 Posts
  • 2 Reply Likes
Thanks for your help! I now know that I have to look at "all photos" inside the App or Lightroom web to find and delete stucked photos. :)