Lightroom CC: Syncing stuck forever

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  • Problem
  • Updated 2 months ago
  • In Progress
  • (Edited)
Since I imported all my photos to the cloud with new Lightroom CC, there are 3 photos stuck in sync. Cloud icon still says it's syncing 3 photos for two days now. I can see this only on my computer with source files so I just guess it's something stuck in uploading. But I can't see what pictures and why are they stuck. If I add another photo, it syncs instantly with those 3 still remaining.
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Jaroslav

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Posted 2 years ago

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Rick Spaulding, Champion

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Official Response
You could try resetting Lightroom preferences:

Close Lightroom then hold down Option-Shift (Mac) or Alt-Shift (Win) while opening Lightroom then choose Reset Preferences from the dialog box.

Then try the above steps again.

If that doesn't work try uninstalling LrCC from the Creative Cloud app and reinstalling it.

Let us know if this helps.

Rick
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Adam Dr.

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Any news on that? None of the workarounds worked so far for me. I've migrated my Lightroom Clasic catalog of 56000 files and 400 GB but over 19000 of those files are not able to sync. There is no way I'm going to delete originals and re-import those files as I would loose all the edits I've made in LR Classic.
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Roy Hutchinson

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When I had the issue I rebuilt the catalogue in Lightroom Classic and the issue disappeared. It may have been a coincidence as I don't understand why it would have anything to do with Lightroom CC. It takes a while though, and be sure to back up your current one.
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Michelle Holcomb

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How did you rebuild the catalog? I am on a PC
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Cam

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Still happening to me. The suggested "fix" works, but I shouldn't have to baby sit my 16,000 photos while they upload. The 1.1 release hasn't fixed this issue for me. After about 15-20 photos uploaded, it just sits there for hours and refuses to actually sync another photo until I either A: follow the suggested "fix" which makes it work for another 15-20 photos, or B: restart Lightroom CC. When is it expected for this bug to be fixed?
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jproudfo

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I agree that this issue is really frustrating.  At this point, I'm considering moving from Lightroom CC to some other product.  Syncing is one of the primary features and it hasn't worked reliably since launch.  How are we supposed to trust it with our photo libraries?
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Jaroslav

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Honestly, I was thinking about the same because these issues, lack of features and poor performance but gave it up after realizing how bad it is out there out of Adobe world :D It is not perfect at the moment but still the best available. And with your contribution even better.
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Rick Spaulding, Champion

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Official Response
We are continuing to work on this issue. We had hoped the last update would have squashed it but...

Thank you for any patience you can offer.
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Rick Spaulding, Champion

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Hey Taz,

It turns out the behavior of the Alt key is different in Windows 10 so using shift/alt to bring up the reset dialog window doesn't work. (I filed a bug)

You can make it work by holding shift/alt while launching Lightroom from the Creative Cloud Desktop app but the reset dialog window opens behind the Creative Cloud app window... (I filed another bug)

Anyway... since it is Lightroom Classic you are using you can see the sync status of images in the Preferences window under the Lightroom Sync tab.

It may be that they are missing and you need to find them or you can remove them from the synced collection and try again. I found this post about it:

https://forums.adobe.com/thread/2378426

Let me know if that helps.

Rick
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Taz O'Donoghue

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I found the files, both of which were edited shots I really would rather not have to permanently delete in order to make LR CC Classic (for which, is there just no tech support for this now or something?) deleted them using my LR Mobile on my phone. One was deleted and disappeared from the interminable 'pending' sync status. Good-oh, I thought.
The other however refuses to be deleted from my online library or sync list and despite no longer being accessible on LR mobile WILL NOT remove itself from the pending sync list! How is it that it worked for one file but not the other??

Why can I not view my library online anywhere and attempt to delete it from there?

How (and why) is the Creative Cloud different to my LR Library. Why would they not simply share a library.

This is one of the most infuriating and apparently incurable tech problem I've yet encountered as its on a program upon which I rely daily. 

Is there anyone I can contact for DIRECT help? Like someone who can actually FIX this ****ing problem considering how much I pay for this *****ing subscription?
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Victoria Bampton - Lightroom Queen, Champion

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> Why can I not view my library online anywhere and attempt to delete it from there?

Go to https://lightroom.adobe.com and you'll have access to all of your synced photos that are in the cloud, including access to delete problem photos.
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John McGeough

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I have just encountered the same problem, makes the Lightroom CC software unusable really, if you cannot sync.
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Matt Youngstrom

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I've had horrible experiences with getting both account and technical support for Lightroom CC.  The product is obviously not ready for prime time or was knowingly released with serious bugs just to get it out the door.  Terrible way to run a software business.
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Harry Sfougaris

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Even by Adobe standards, this is a joke: I have the same issue (1 photo syncing for days now), and the suggested "fix" (alt/opt click on the cloud icon etc) doesn't work.
So, what are we to do next? 
Is there really no way to officially request support and report bugs? 
All the app provides is the feedback option, as they seem to have been 100% sure their software would never have any bugs.
It's bad enough that we've been forced to accept this half baked replacement app, and we are expected to wait for them to slowly put back all the features of the preceding program (at their own pace and without any commitments mind you - nice going by the way!).
But when the one feature (cloud sync) for which people might consider going through all that fails so miserably, the whole deal becomes ridiculous.
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Harry Sfougaris

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Hi Arjun, 
I am not using Lightroom classic, I don't even have it installed.
My problem is that I don't know which image it is trying to sync, and I don't know how to locate it. I tried going through some of the Adobe log files, but I couldn't find anything useful (but then again I'm not sure which one I'm supposed to be looking at).

BTW, I thought I'd try the customer support chat option, and for more than an hour now all I get is "Thanks for your patience.  Representatives are currently helping other customers and we will be with you shortly."


Thank you
(Edited)
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Harry Sfougaris

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Also, in case it helps: my issue as far as I can tell is related to downloading not uploading.
When I initially uploaded everything I didn't have the 'Store a copy of all originals & previews..." selected.
The initial sync/upload finished without any errors.

Then I selected "Store a copy of all originals and previews locally".
So it started syncing/downloading everything.
While it was doing that I could see the images pending a download by Opt clicking on the cloud icon.
After there were no images left, it is now stuck with the "Syncing 1 photo" message.
Of course I've tried application and laptop restarts (I'm on a MacBook by the way).
I even tried unchecking "Store a copy of al originals" for a few minutes, so it would delete a few images and then checked it again to force a sync, with no luck.
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Harry Sfougaris

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Meanwhile, it's been 2 hours trying contact Adobe support via chat, and I'm still getting "Thanks for your patience.  Representatives are currently helping other customers and we will be with you shortly."
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Harry Sfougaris

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Status update: more than 2 hours on queue for a chat support session, someone finally picked up.
I must admit they were very polite and trying very hard to solve the problem in a screen sharing session.
After about an hour of getting nowhere, they generated some diagnostic logs for further analysis and said they'd revert by tomorrow.
(BTW, you can generate the logs and diagnostic reports by going to Preferences, and while in the Account tab pressing Alt/Opt [it's mentioned in some other posts but I hadn't found it until it was mentioned by the support person])

Having said that,  and being an adventurous spirit, based on the information in the diagnostics report, I found the problem in one of the database tables. There was a phantom entry about an asset, that I just deleted, and voila the program got unstuck.
Sync seems to works fine now (I tried adding/removing pictures from other devices and the web) and so far I haven't experienced any issues.
I'm not sure I'm allowed to post exactly what I did (after all no-one should be messing with the catalog tables or instructing others to do so, but I was desperate) - if it's ok, please let me know and I will.
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Harry Sfougaris

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I installed the 1.2 update yesterday, and the same issue arose again!
It was *exactly* the same issue, on exactly the same image, and I resolved it by doing the exact same steps.
Nice going Adobe...
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Jaroslav

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Since creating this topic I ran into this issue again. Syncing 1 Photo. But this time, holding Alt and clicking on cloud icon shows zero pictures, so I do not know which one is stuck syncing. 
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Jaroslav

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Did try to uninstall with removing preferences and install again with no progress -> Still got 1 photo stuck in sync even after clean reinstall.
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Jake Barton

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I have tried all options mentioned in this forum. Still no luck. At this stage my personal opinion of the new Lightroom CC is that it is absolute rubbish. ill be requesting a refund on my membership
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Jake Barton

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Just a follow up , they could not assist me and instead of a refund I just had to cancel my membership accompanied by a cancellation fee. Very poor user experience Adobe !
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adriaanf

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This reply was created from a merged topic originally titled Lightroom CC: Syncing message doesn't go away.

All my photos have finished syncing, but a message saying "Syncing 3 Photos" doesn't go away. It's been like that for about days now.

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David

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This reply was created from a merged topic originally titled Lightroom CC: Synch indicators not consistent (folders show nothing in sync, but ....

In Lr CC on iOS 10.13.3 (High Sierra): My list of albums and folders on the left pane show no synch in progress. I believe it. However, the cloud indicator in the upper right corner of Lr CC window shows one image is being synched. This has been unchanged for days. 

The workaround forum suggested that for stuck synching (where the last step is option-click on the cloud when all images are "picked") has been tried and does not work.
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Roy Hutchinson

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I have exact same issue, all the individual photos show they are synced but one of the folders and the cloud storage say syncing 2 photos. It started when I edited a couple using Photoshop. I upgraded to latest LR and PS yesterday but still showing the sync issue.
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Dave Roberts

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Go to LR Classic, open preferences, Lightroom Sync. See what is trying to sync, and click on the file(s) one at a time and it should tell you more. Worked for me.
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Roy Hutchinson

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LR Classic is showing everything synced. It's just LR cloud that is showing 2 photos syncing. It shows in one of the folders but no photos are marked for syncing and when I filter for syncing photos there are non.
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dwbmb

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LOL I ran into this issue for the first time now. 45 photos stucked during whole night. Warkouround from here worked after fourth try. I had to import smaller groups of photos to make it work. (.dng images from Mavic Air)
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Chris Miller

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My LR Classic CC got stuck syncing one one photo. I tried creating new catalogs to sync to, but it would always just get hung up again at the same spot. Adobe tech support couldn't figure it out. I ended up just having to "delete all sync data" and start over.
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dandi wind

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I have the same issue. Stuck with 1 photo syncing.

Re-installing without saving preferences didn't help.
My other computer and my Android on the same account do not have the issue.
Alt-clicking the sync icon doesn't show any photos.
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TPJ

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If you buy something in a store and it never works. You know what happens? You go back and get one that works or you get your money back. Adobe should refund all their subscribers for every month they don't get this CRAP product working.

It's called Creative Cloud, and they can't even get the cloud part right.  
My desktop app has 120 images, but can't sync because the CC server thinks i don't have space left. No way to manage this stuff. But i can upgrade!! We should all collectively ask for a refund for a product that simply doesn't work as advertised.
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Victoria Bampton - Lightroom Queen, Champion

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> My desktop app has 120 images, but can't sync because the CC server thinks i don't have space left. 

That's clearly not normal, but I can't see a thread on the subject. Where did you post it to get help solving it? My first thought would be that you're using the rest of the space through Creative Cloud Files, which wouldn't show up in Lightroom CC.
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Jake Barton

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I fully agreed. There should 100% be refunds issued to us users when the product does not function as it is advertised. I have 427 photos 'syncing' still and it's been 4 weeks since the issue arose. I have tried all the suggested fixes and nothing worked and no one fr Adobe has come to the rescue.
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Arjun Haarith, Employee

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Hi Jake, 

Are you seeing the issue in Lightroom CC or Lightroom Classic CC?

Thanks,
Arjun
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Jake Barton

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I'm using light room CC .
I have the subscription for CC only with 1tb of storage

Thanks
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Becky Sowada, Adobe Employee

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Hi Jake,

I'll contact you off thread to collect a diagnostic log. 

Becky
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adriaanf

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I seem to have fixed my sync message where it kept saying that 2 photos are syncing when there weren't any to sync.

On Mac:

I was cleaning old LR catalogs and then accidentally deleted a file "Lightroom Library.lrlibrary" located in the default "Pictures" folder. (See attached)

When I started Lightroom CC I got a message that no albums existed, but then it quickly rebuilt this file automatically. It seems it needs it prob to store info locally.

Anyway...after it rebuilt this file I no longer have that lingering sync message.

Hopefully it works for some.

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Roy Hutchinson

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Thank you. Worked a treat. Very fast to rebuild the file and no syncing issue.
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Geoffrey Anderson

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This is really bad advice. the "Lightroom Library.library (on a Mac) is all your images. It is a "package" and if you click on it while holding the control key, you can navigate into the file and see all your images.

by deleting it, and having recreated it by just running Lightroom CC again (really just creating a new copy from the cloud store) you fix this by not having whatever image(s) that were stuck. You lose those unsync'd images, and that isn't an acceptable solution.
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dandi wind

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That's assuming that those images are actually un-synced. Are they?
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adriaanf

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Thanks for the clarity Geoffrey, yes you should use caution and discretion with this "hack"

In my specific circumstances this worked for me as all my images were already synced, but the message never went away.
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Denise Evans

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I echo the frustration everyone is feeling. I am so not happy with migration and I am sad I did it - because now I am stuck between Lightroom Classic and Lightroom CC trying to figure out where my files are - it's a mess. So much for working between mobile and desktop versions. What are you doing Abode?

As for the 'stuck syncing photos', Classic has been like this since after I tried to migrate. And there is no satisfaction from Adobe anywhere with this problem - and it doesn't end with this App either. You're making my days longer and more frustrating, I have a job to do thank you very much.

My sympathies goes out to all those others in my situation...take care I feel your pain
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Cliff Docherty

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Getting very frustrated here. I've tried pretty much the suggestions here but have had 303 pictures stuck. Collections which should have 20 or so pictures in are perpetually empty when viewed on my tablet or phone. Why am I paying extra for this service? And seeing that this problem has been going on for months and months it really isn't acceptable to be charging people money for something that isn't functioning. I wouldn't buy a microwave oven that only heated half my food!
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Victoria Bampton - Lightroom Queen, Champion

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Cliff, I can't find any posts in which you've described your problem, so let's start at the top... which Lightroom version number (help menu > system info) are you using? And have the photos synced to the cloud - you can check at https://lightroom.adobe.com

We need to first confirm where the photos are getting stuck (e.g., between the desktop and the cloud, or the cloud and the devices).

And what have you done to try to fix it?
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Liceo

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Hi Victoria. At least in my case, i wasn't able to determine which photos stuck syncing. The filter "Sync Status" doesn't showed anything...
(Edited)
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Rich Ellis

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If anybody has an idea how to tell where the photos are getting stuck -- or even which one it is, in my case -- that would be great.

Lightroom CC's interface is overall excellent, but it's frustrating to not be able to peek into lower-level details like this.
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Liceo

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I could solve this issue completly uninstall and reinstall LRCC.

After run the uninstaller, i manually had to delete the  following folders (Windows 10). Fortunately, it was not nessecary to remove the folder storing the originals as well. 

C:\Users\<username>\Local\Adobe\Lightroom CC\
C:\Users\<username>\Local\Adobe\Lightroom CC Helper\
C:\Users\<username>\Roaming\Adobe\Lightroom CC\
C:\Users\<username>\Roaming\Adobe\Lightroom CC Helper\

After this, LRCC was able to complete the sync.
(Edited)
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Marco Martins

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I have the same problem, always "syncing 2 photos"
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Marco Martins

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Still no solution for this?!
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Marco Martins

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Not a single response for one of the CC reps? This is ridiculous and such a bad support...
So, I am paying just to report bugs and to pray for them to be solved? I am using Lightroom CC for 2 months and reported / found at least 4 bugs and the solution was always a workaround and "live with it"
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troels

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February 2019, this problem still exists over a year later for many of us. 

I have tried (and cancelled) "Adobe Lightroom CC with 1TB" subscriptions several times over the last 4 months now within 14 day return period because the product still cannot accomplish Cloud Sync. I have completely re-installed and out of 27k pictures, 6 pictures remain in "syncing status". I have tried everything proposed in this thread several times - and Lightroom itself does not show any actual pictures in sync (when filtering). 

Adobe, for us entrust your cloud service to take care of our precious pictures, please show that you take this issue seriously and find out a way to fix the problem for us. As per (1) actually fixing the problem or (2) improving the in-built trouble-shooting issue that when the program says "syncing" we can actually see what it is "syncing". You had a year already.
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Victoria Bampton - Lightroom Queen, Champion

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My advice would be to let one of the engineers look at the diagnostic logs so they could figure out what's wrong. I will pass this thread along to an employee so they can contact you for those logs. Completely understand you're really frustrated, but please watch your language as this is a family site.
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Rikk Flohr, Official Rep

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I would second Victoria's advice, Robert. We''d like to see your log.  Would you be willing to send us a diagnostic log?

Go to Preferences > Account and hold down the [Alt/Opt] key and click the [Diagnostic Log] button that appears.  Send to:

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Robert Brandt

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Just emailed the logs a requested.  Thanks for the assistance
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Rikk Flohr, Official Rep

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Robert, the log you sent was from Lightroom Classic.  This is a Lightroom Desktop thread for the cloud-based software.  I will have to reroute your log to the Classic Team. 
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Linda Black

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Has this been resolved? Adobe help have remotely accessed my mac already, deleted my 2900 images which were constantly syncing and advised that I export from within my mac files NOT from the card reader. I did this BUT now have the 115 images that I exported stuck in sync mode! Have only had thus account for a couple of weeks! WASTE OF MONEY!