Lightroom Desktop: Add photo button greyed out. I cant import photo

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  • Problem
  • Updated 6 days ago
  • Acknowledged
  • (Edited)
lightroom cc 2019 add photo button greyed out. I cant import photo
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emo d the shooters

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Posted 6 months ago

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jason

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I get a 404 not found
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Rikk Flohr, Official Rep

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Could you send me a diagnostic log, Jason. 

Preferences>Account and hold down the [Alt/Opt] button to expose the [Diagnostic Log] button. 
Send to:
 
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Rajesh Bhosale

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I am also facing the Same problem,  LR import photo button is greyed.
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Susan Warner

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Hi Rikk,

I'm having the same problem as well.
I'm also on an enterprise account and am using a mac, I can see the photos at http://lightroom.adobe.com
I get a 404 error at https://photos.adobe.io/
I tried adding config.lua and it did not work.
Would you like me to send you the logs?

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Susan Warner

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I couldn't comment on this thread with my enterprise login so the email linked to this message is not my adobe id however I've added it as a non-primary email to this account if you need to see the details.
(Edited)
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Rikk Flohr, Official Rep

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Susan - send your logs.
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Rikk Flohr, Official Rep

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Thanks for the reports. Our engineer would like you to perform another test if possible as we are still seeking to isolate the problem:

Can you please let user try the steps as follow ?

  1. Download the "config.lua" file from the shared url : https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A9de8c85d-1f40-42d0-878b-501169640439
  2. Go to the folder, and copy the "config.lua" file to that folder.
    [Mac]
    /Users/<username>/Library/Application Support/Adobe/Adobe Lightroom CC Helper/
    [Win]
    C:\Users\<username>\AppData\Roaming\Adobe\Adobe Lightroom CC Helper/
  3. Launch Lightroom and then quit the app.
The log file will be generated to the user's document folder. Can you go to the Document folder and copy all the "*.log" files and send to us? Thank you so much!

Send the file to:


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Erika Finbraaten

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I've tried to use Lightroom Web and I can get photos uploaded, but can't get them into my desktop and can't figure out how to pull them into PhotoShop to do the Panorama that I need for my project. I've sent a Diagnostic Log in using my work account, but I had to use my personal email to send this message. I'll add it as an alternate email. Let me know if there's anything you come up with so that I can finish my project by July 2. 
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Rikk Flohr, Official Rep

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If you've loaded your images in via Lightroom Web, you just need to allow them to sync down to the Lightroom Desktop client. Once they have synced down, you can then select them, right click and choose PhotoMerge>Panorama Merge. 

Have you allowed your Desktop software to fully sync them down from the cloud?
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Reiner

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So I took a look at the log files and figured out that the '+' button is greyed out (in my case) because of the Proxy configuration in Windows.

ERROR registration call failed with message = "Received HTTP code 407 from proxy after CONNECT"

When I start Lightroom CC without Proxy configuration Lightroom allows me to add photos. We use Lightroom in a professional environment where we don't want to disable the Proxy settings for our users. I hope there is a fix in a future update, that will allow our coworkers to add photos to Lightroom with enabled Proxy configuration.
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Yuhong, Employee

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Hi Reiner, thanks for the info. Is your test on Windows Or Mac ?

HTTP 407 (Proxy Authentication Required) indicates some authentication problem when talking to proxy server. Does your proxy server require credentials? Is it using Basic as the authenticatin scheme?

Also, during your test with proxy, does Lightroom ever pop up a window asking for proxy server credentials?
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Reiner

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Hi, it's a Windows client. Yes, our Proxy uses an Active Directory authentication with the basic authentication scheme.

There is no popup window for the logon credentials.
(Edited)