Lightroom Classic so so SLOW!....Does Adobe really care about their customers??

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  • Updated 6 months ago
  • (Edited)
Ive been having slowdown problems for over 12 months now  and after my last escalation to Adobe Tech  support( where  I also provided a test catalogue for them to troubleshoot)  they told me that these were "known"  issues  and these would  be addressed in the next  major update .

 And so I eagerly looked forward to this classic release only to find after updating a couple of weeks ago  that NOTHINGS CHANGED!!!!......Its still horribly slow when multiple brushes are used on same image...Can also hear the GPU/CPU fans going mental ....On some images depending on degree of edit tools used I also cant now see real time noise slider  changes ....Lags of 2 secs or more ,,,,Its just terrible .  And there must be  a ton of others in same boat as me because nothing strange about my Macbook Pro and Canon 5DSR/Fuji XT20 setup ( MAcbook pro is Mid 2015 model with the highest option upgrades to CPU and RAM  taken out  at time of purchase. ) Infact this thread started just after classic release and its already got over 40 posts  reporting similar problems https://forums.adobe.com/thread/2396874 

Whats worse is  I even wiped my macbook pro and installed a fresh new install of OS High Sierra to go with the new lightroom .  ANd then....... I loaded the special test Catalogue I had created and uploaded to  Adobe technical support  when I first had these issues   and sure enough all the problem test images in the catalogue were no different even under the new OS and Lightroom update APP ..And thats a dead give away that none of the issues I had have been addressed in the update...So basically I was wasting my time going to the expense of creating test catalogues to help Adobe Support because nothing has changed. 

In addition to above  I also  rang Adobe customer support 2 weeks  ago to seek help again from Adobe tech support.  what a disaster that was....I  waited 45 mins in the customer support queue waiting for  support and eventually gave up  . And then have it happen to me again the next day where I finally got through to someone after another 30-40min wait!!   . Worse still Tech support after checking on my issues and escalation  said they would call me back and didnt!....Which meant another wait in the farqueue until I got someone that told me my issues were back with Product engineering again and another promise that they would get back to me ASAP.  Fast forward 2 weeks and Im yet to hear anything back from Adobe . It seems to me that  Adobe customer support is non existant these days so maybe  time to look at changing image editing apps because they obviously arnt concerned about fixing these issues...... 

And if by some remote chance they do get back to me I will be most  interested to see  what excuse Adobe Product engineering and/or  Tech Support   give for the continued slowdowns in the new "Classic"  especially after  they provided me previously  with a written response( to my Lightroom 6 slowdown issues)  that  to  1. the issues they had seen in my test catalogue were known and 2. They would be addressed in next major  update.!!!!!!  

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Knackers

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  • Very Unhappy

Posted 7 months ago

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Joel Weisbrod

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Search for Lightroom Performance on the forums and you will see that so many of us have been saying the same things. I initially reported the slowdown issues on July 6, 2016 - yes, 2016.

It is quite apparent that they do not care!
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Steve Gandy

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I keep seeing these reports and try to reproduce the the problem when I have time. I cannot. I just added a dozen different targeted adjustments to a 36MP raw file and it is rock solid and fast. This Mac has only 8GB of ram. Perhaps there is something wrong with your "test catalog" ? 
Do you have face detection off? I always do unless I need it on a specific group.
Do you have address look up off? I always do unless I need it on a specific group.
Do you have your GPU off or on depending upon whether it is supported? I always check this.
Have you maximized your cache?
Have you been thru all the recommendations for performance? There is a link in the Preferences.
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Jerry Syder

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Steve, there is a confirmed performance issue on high end machines. Even after all the optimization, there's no impact. Adobe have said they are looking into it and that have been for sometime now. The issue has been acknowledged by Adobe's engineers. Particularly the degradation issue. 
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Joel Weisbrod

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Many of us reported this more than one year ago and were told then (July 6, 2016 for me) that they are looking into it. They spent the last year plus developing their new cloud based system and it seems like they did not even look at the performance issue and they probably never will.
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Knackers

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Hi Steve

I have been through everything with Adobe technical support both at level 1 and 2. They have stated my issues are "known" issues  and that these  performance issues  are not unique to me . Thats what I have in writing from Adobe so no sense in doing anymore trouble shooting until Adobe Product engineering fixes the issues .....

 My issue is that they dont seem to care because this was a reply almost 6 months ago and now Lightroom has had 2 releases since  including thr major Upgrade  Classic Release. They have major problems with the high specc's MacbookPro's and  IMacs and also some PC's I heard about  recently. FYI I have even tested it on a new  catalogue on my wifes new high specc'd MacbookPro 2017 model ( has the max amount of ram and highest CPU/GPU ) It was a pristine new machine with New High Sierra OS no apps loaded except for Lightroom and  still it was horribly  slow and worse at times becoming  unstable!. No question  the issue is on Adobes side.

Also  Terrible customer support when  hundreds if not thousands  of lightroom classic users all over the web are constantly complaining via forum posts and nothing gets done. I really thing they dont care and would rather see classic dead an buried if the truth be know. But regardless of whether or not they would like to see classic dead and consumers migrated to CC they need to address the current issue their customers are having with the workflow slowdowns they are experiencing  from upgrading to this new classic. . They cant just bury their heads in the sand and hope we just all quietly disappear. Its definitely not good customer service practise  nor is  their abysmal wait times on their support line in India. no one should have to wait 45 mins to get support. ANd these long wait times are not isolated either. They are happening every day . Terrible state of affairs and I wonder just how much of the problem is the CEO aware of .....Maybe I should email him and ask him if he could followup on my fix that was  promised by his people for next update ?  
rgds
Kevin

BTW Here is Adobes senior Tech support guys reply to me 6mths ago.....

 Hi Kevin

Thank you so much for your Observation on the same. We have already sent your request to Engineering and they might add you in Pre-Release for upcoming versions of Lightroom.  We are very much aware about the issue and has received few request from other subscribers as well.

I apologize for the inconvenience caused, Hopefully it will be resolved in forth coming version of Lightroom.

 Thanks,

XXXXX Sr. Technical Support Consultant | Customer & Employee Experience | Adobe Systems, Inc.  photosup@adobe.com

(Edited)
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Servan Fichet

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Hi Kevin,

I am having the same problem as you!
I just bought a brand new iMac 27" Retina, Intel Core i7 4.2 GHz, 16 GB DDR4 Memory, Graphic Card Radeon Pro 580 GB 8 GB, 1 TB SSD Hard-drive....
Even with that I cannot work with Lightroom anymore!!! Everything is slow!
I contacted the Adobe support who tried to solve my problem by change some folder permissions on my iMac (I do not see the link with graphic performance) but this did not solve the problem.
Why should I keep paying for a software which I cannot use??

Regards,
Servan
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Zigi Putnins

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I downloaded the new classic version and somethings speeded up; like the switching of photos in develop view (which was specifically called out as an improvement). but other slow stuff is still there, and i have an issue with "mouse lag" in which LR seems to be slow in reacting to mouse movements and clicks (no, not a wireless mouse and tried 2 different ones).  A reboot is required to fix it up. latest drivers are installed. GPU is turned off. PS does not have this problem; LR does.

Also slowness in updating the image after things like spot removal. But I find that if have 2nd monitor in loupe view, the 2nd monitor upates after about 2-3 seconds of doing the spot removal on the main monitor. But if i have survey mode one and only one image selected, it takes about 8 seconds to update the one image. Repeatable.

I wish there was some logging to help collect this information so we can share amongst ourserlves and crowdsource some insight.
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Shane Betts

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Hey Knackers, are you on LR 7.0.0 or 7.0.1? I've found 7.0.0 to be a tiny bit faster than the previous 6.x.x versions but 7.0.1 is so slow as to be unusable.  If you're on 7.0.1, ABORT! Roll back to 7.0.0.
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Knackers

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Just checked....Im 7.01 so will attempt to roll back. Thanks for info. I will report back what thats like for me  compared to 7.01 although I do remember that 7.00 was slow but hopefully nowhere near as bad as 7.01 for stability issues. In 7.01 I even have RAW thumbnails in the develop module going crazy and changing to white with red lines until I zoom the image and then it goes back to being ok . Terrible .

Anyway lets see what going back to 7.00 does!


rgds
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Shane Betts

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If you're getting junk images, try turning off GPU.
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Zigi Putnins

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how do you roll back?
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Shane Betts

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Note, I'm on OSX so it may differ on Windows. Go to the Creative Cloud app, where you govern things like updates etc. and, on the button which reads Open or Install or Update (depending on where you're at), you'll find it divided, with the right hand 10% given to a down arrow (like an upside down v). Click there. You'll find more options in there, including "other versions".
(Edited)
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Knackers

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well I tried rolling back and the corrupted Thumbnails have stopped and it seems more stable however  the performance issues are still there. The moment I start making more than minimum edits to the image  the system starts to slow down to the point that brush starts lagging as well as sliders for exposure etc ....to the point that they =become useless because you cant see in real time what the effect is ....I have to  use slider and stop and wait the 2 seconds or so till the screen render catches up. I then close Lightroom down and start back up and its fine for a little while until the problem slow downs  start all over again when I use multiple tools on same edit..... Just a horrible user experience .

So....temp work around will be to do the basic edits in Lightroom and if it looks like multiple brushes or other features are required I either send it  across to PS to complete or in the interim use something like capture one . 

I just wish Adobe could get on top of this and at minimum at least let us all know what hope we have for this to be rectified so we dont need to use all these damn workarounds just to use the app!
(Edited)
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Shane Betts

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Sounds like the old memory leak issue. Sorry to hear that. These things can really mean the difference between making a living from your photography and needing a second job. I share your frustration.
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Carlos Cardona

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I feel your pain, but your IT guy at work, or in this case me, would tell you NEVER to upgrade your main work machine's Mac OS until at least the ".3" version, so 10.13.3 should be the first version of High Sierra you install, so that the bugs have been ironed out. I'm still on 10.12.6 (and I'm a Mac IT Pro), and LR Classic works fine.
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Knackers

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Update.....Abobe Tech Support in India contacted me and they have been able to reproduce the issues Ive been experiencing and its now back with Product Engineering who are trying to work out a fix .

Basically tech support 2 level got same model macbook pro and again reloaded the test catalogue I had prepared for them some time back and 100% confirmed they could reproduce the slowdown. Basically bad  brush lagging and huge cpu overload as reported by OSX activity monitor( cpu usage went as high as 350% of resources when brush tool chosen ). As I mentioned earlier this was then forwarded to Product Engineering and Tech Support got confirmtion aslo the Engineering could reproduce exactly same issues as both tech support and I had. Thats now 3 seperate people able to reproduce severe slowdowns on a  Macbook Pro 15" mid 2015 model with below specs. Given there must be 100's of thousands of these Macbook Pro's produced and many currently being used by lightroom customers says to me Adobe have a very serious problem with this lightroom upgrade.

Adobe tech support also mentioned they were aware of the multitude of posts in this respect and that these issues are not restricted to a few isolated instances . What I find incredible is if they are so aware of these issues why they didnt provide feedback to customers earlier instead of waiting this long!....Surely product engineering would have tested for these  slowdown issues on various Apple models before releasing. The fact that unlike the many Windows equipment configs that Adobe would need to test on they have relatively few  to test re Apple  machines thus its pretty evident that someone must have been asleep at the wheel  in the Adobe Engineering testing dept to let this update get out in the state it was released in!

(Edited)