Lightroom CC: Stuck in Sync mode

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  • Updated 2 months ago
  • (Edited)
macOS High Sierra 10.13.6
Lightroom CC version 1.4
All of my photos are synced on lightroom.adobe.com and mobile device
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Matthew Thompson

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Posted 3 months ago

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Rikk Flohr, Official Rep

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Matthew, can you provide the following:

Lightroom Catalog Info:
  • Synced items count in desktop catalog
  • Synced items count at http://lightroom.adobe.com
  • Synced items count on all synced mobile devices. 
From there we can evaluate and get you some appropriate assistance. 


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Matthew Thompson

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Rikk - There is no number for desktop catalog as it's stuck
4403 photos on lightroom.adobe.com
4403 photos on mobile device

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Rikk Flohr, Official Rep

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You have 0 photos in the desktop? Or you just can't get a number total? If you select all photos from the Top Left (in My Photos) is there a number beside it?

Have you downloaded version 1.5 that was released today and tried it yet? Might be a good starting point...


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Matthew Thompson

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I've also been able to install the update but it makes no difference.
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Matthew Thompson

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I've signed out and had enough. I have RAW photos that I cannot edit anywhere else; others were counting on me to get them developed and shared.
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Rikk Flohr, Official Rep

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Matthew, I need a screen capture of your entire interface. Maximize the window on your display and capture the entire screen.  If you can't maximize, capture the entire screen anyway. If you are uncomfortable sharing your screen capture, you can mail it to me at: 
(Edited)
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Matthew Thompson

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Thank you. Email delivered.
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Rikk Flohr, Official Rep

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Got it.
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Rikk Flohr, Official Rep

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Ok. That helps a bit. That screen capture doesn't look like a Sync issue but rather a login to Creative Cloud issue. 

  1. Quit Lightroom. 
  2. Log out of the Adobe Creative Cloud App.
  3. Click on the "three-dot" menu in the Creative Cloud App and close it.
  4. Restart your computer
  5. Open the Adobe Creative Cloud App and log back in with your Adobe ID.
  6. After the CC App is fully loaded and refreshed. Launch Lightroom CC 1.5. 
Does it launch successfully? Syncing start?
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Matthew Thompson

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I have done everything that you've suggested without success. I have essentially cleaned my pc of everything adobe, and reinstalled it all, again without success.
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Rikk Flohr, Official Rep

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Matthew, since that didn't get things working we will need to get a log from you. 

1. Go to Preferences
2. Go to Account Section
3. Hold down [Alt/Opt] key and click on the Diagnostic Log button that appears.
4. Grab that log (and if it is small enough) email it to me. (You should already have my address).

I will have the engineers review the log and see if we can get you going. 
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Matthew Thompson

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I've delivered that to you via email. Thank you.
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Rikk Flohr, Official Rep

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Thanks!
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Isahrai

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I am also stuck in Sync mode. Have successfully synced 14,450 photos and app (installed on Macbook Air) is stuck at syncing 5 photos.

Steps already attempted:
1. alt+ click on cloud = no photos revealed
2. reset preferences
3. uninstalled and reinstalled app (today — version is 1.5)

Still stuck at 5. Please advise next step to diagnose issue. Thank you! 


(Edited)
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Rikk Flohr, Official Rep

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moving to its own thread

Please reference the new conversation here: Lightroom CC Stuck Sync issue