Lightroom Mobile all photos missing/inaccessible

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  • Updated 1 month ago

So suddenly Lightroom Mobile not only is stuck in a perpetual "Uploading... 4 Pending" sync status, but *all* of my photos are missing. As in on the home screen, I still see my albums with the picture counts - but there are no thumbnails. Clicking into an album gives me the little loading status indicator, but nothing ever loads. Have tried force-quitting, rebooting phone, clearing app cache (but not app data - I have 1.4 gigs of photos that I do not want to delete).

 

Super frustrating and completely breaking my workflow as all the photos I've synced from desktop so I can access on my mobile device are completely inaccessible from my mobile device. The photo count in in the albums list is even still updating - I've added new photos to sync since the problem started just to make sure the desktop app was working.. and the new photo count is reflected in the mobile app.

 

(also - whats up with adobe support nowadays? I'm paying $50/mo so that when something is broken I have to follow a bunch of links and find a new post button buried on a web page when I finally get to the right forum where I don't even know if Adobe will reply?)
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Zach

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Posted 4 months ago

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Guido Reule, Employee

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Could you try to re-sign-in via the Lr settings and if that won't help send us a diagnostic log?...
A Lr Mobile diagnostic log can be triggered when you  open up the  Lr Mobile settings via the top left Lr-icon and  then navigate in to the Help&Support section and long-tab "Access our Support Forum"-entry and a  diagnostic log will be generated and attached to your local mail client. Hope this helps to get a clue about your issue.

Btw have you cloned your phone recently from a iOS backup?

-Guido/ Lr Mobile QE
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Zach

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guido, can you let me know where I should send the log file so I can get this working again? I'm still dead in the water.
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Zach

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Hey Guido, it's been over 3 days since I last heard from you or anyone at Adobe, and Lightroom Mobile is still failing to work after multiple restarts, logouts, cache-wipes, etc. This lack of support seems a bit unprofessional for a product I actively paying for.
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Zach

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Hey Guido, thanks for reaching out. I forgot to mention that I'm on Android in the original post - but I've been using the same device for around a year with no restores performed. I was able to generate the diagnostic logs - where should I send them?
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Zach

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Guido, any instructions from you on where to send the logs? The app only gave me links to forums (and the wrong forum at that) - no email address to use when I followed support links. It's been a couple days or so now that I've been unable to use the app.

In the meantime, I have no idea what I'm looking for in the logs, but did find these warnings/errors:


Log Messages for WFOAuth2SessionMessageProcessor.lua
warn
  • 2018-07-16T15:42:58.776Z WFOAuth2SessionImp: error on URL "https://photos.adobe.io/v2/accounts/[accountid]"; data = while (1) {} {"code":1005,"description":"Input Validation Error","errors":{"device_token":["should be a hexadecimal string between 32 to 256 characters"]},"subtype":"InputValidationError"} headers = { ["Access-Control-Allow-Credentials"] = "true", ["Access-Control-Allow-Methods"] = "GET,HEAD,PUT,DELETE,POST,OPTIONS", ["Access-Control-Max-Age"] = "60", Connection = "keep-alive", ["Content-Length"] = "188", ["Content-Type"] = "application/json", Date = "Mon, 16 Jul 2018 15:42:58 GMT", Server = "APIP", Status = "400 Bad Request",

Log Messages for LrmSyncClientMessageProcessor.lua
error
  • 2018-07-16T15:43:21.838Z WFCatMetadataPuller: ERROR on update feed pull GET nil "No access token available"
warn
  • 2018-07-16T15:43:21.839Z WFRxContinuousTask: Continuous task "WFCatMetadataPuller_[album_id]" sent onError: "No access token available"

Log Messages for LrmApp.luaerror
  • 2018-07-16T15:42:58.203Z WFModels: Observable model "catalogAssetCount" posting transient error { }, "[string \"WFRxIndexStoreMapServer.lua\"]:1019: error indexing table 'coreInfo': error: [string \"LrmAssetUtils.lua\"]:332: attempt to perform arithmetic on field '?' (a nil value)", nil
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Zach

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Does anyone else from adobe monitor these forums?
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Guido Reule, Employee

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Ok. I will touch base with our Android team to reach out to you. The diagnostic log is very helpful - Guido
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Zach

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Thanks for the update. Eager to hear back about next steps. Let me know if I should email the full log anywhere.
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Aswin GK, Employee

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Sorry for the inconvenience cause, we are working proactively on the fix. I will update back shortly with the resolution and assure none of your photos will be lost and will be able to see it soon on android device back. Can you please share the diagnostic logs with me?
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Zach

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Hi Aswin. Great - thanks. Happy to share the logs - is there somewhere I can email them? I'd rather not uplaod to the forum since it seems to contain account IDs/etc for my adobe CC account
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Zach

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Hi Aswin, any updates from your end? How would you like me to share the logs?
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Zach

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Support here was useless. Asked for logs twice by two different people, but neither time given a way to actually provide them. Apparently email doesn't exist this day and age for Adobe? Wiped app and re-syncing.
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Maggie Kong

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I have the same issue, it had all the right counts but the photos had that little cloud and it wasn’t syncing, so I thought I had to upgrade to mobile light room premium to get the 100GB of space. When I did that, I lost at least a thousand photos and the counts are all missing hundreds of photos. I would love so support as I spent days editing and uploading photos. Thank you.
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Rikk Flohr, Official Rep

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Maggie, 

The symptoms you describe are most often caused by logging in with a different Adobe ID than you used previously.  To be sure, go to http://lightroom.adobe.com and log in with your subscribed ID. Verify the photos are there. If they are then sign out of your mobile app and sign back in making sure to use the correct Adobe ID.  If your images do not appear at the above link, then we need to verify your Adobe ID is correct. Let me know what you see. 
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Zach

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I never got an answer from support, but I waited until I was on WiFi, deleted the Lightroom app, re-installed it, and upon logging in it almost immediately showed the correct image counts along with thumbnails for my albums (it just took a bit to sync all the photos back to my device). I had done most of my edits on my laptop so I'm not sure if I lost any - but I didn't seem to lose any photos. (my counts were accurate though - things just wouldn't load)
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Rikk Flohr, Official Rep

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Just a cautionary note, Zach. If you have any images imported via the mobile clients or any edits performed there, which have not synced, and then delete the app, you can lose that information. We council to never delete the app unless you are aware of that risk.
(Edited)
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Maggie Kong

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Hello Rikk, I did as you suggested and logged in online, and i still only see 244 of photos. When I check my local iPhone storage, I noticed that 5GBs has been freed up - so it's not on my iPhone anymore unfortunately for sure. I also checked another Adobe ID account and the photos are not there either? 
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Rikk Flohr, Official Rep

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Did you uninstall the app from your device at any point when you were doing the upgrade to Premium? 
(Edited)