Lightroom Mobile all photos missing/inaccessible

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  • Problem
  • Updated 2 months 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 2 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.