Lightroom Mobile: Not Able to Synchronize Images From Adobe Cloud for 11 months

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Since last year August (about 11 months now) my Lightroom mobile is not able to synchronize my Lightroom Clasic Collections to Lightroom Mobile Android. I took a trip last year, two months of photos that I would like to have acces to on my Tablet while I am not on WiFi. To this day I was unable to have all the images synchronized. I have called several times to tech support that is just apologizing but with no help.Tech support have given me answers such as:1. Qouting tech support: "Please let synch complete once & then it won't be a problem" (If I was able to Synchronized in first place, I would not have to file this issue)2. People complained about Lightroom mobile synchronizing in the backgrown so in our latest updates we have disabled background synchronizations3. You dont really need acces to all your images (this happened today...really!)4. We have scheduled a callback for you and we will have engineer call you back (Case Number: ADB-12127653-Y7N0) This was schedulled for 6/29/2020 and Adobe never called me or emailed me to to find out if the issue has been resolved, neither they rescheduled the call.5. Lightroom will synchronize if you will be looking at it while the screen is on, but not if the screen turns off. ( suposedly "by request of Lightroom users")6. Lightroom is trying to synchronize your 29,000 images in one package, thats why it takes so longThis is just a short list of excuse after excuse I am getting from Adobe Support in India.Several times I have asked if I can share my experience with Adobe USA for them to see the type of tech suport and all arount customer support I have received, but nobody ever reached out. I asked repeatedly to review recordings where Tech Suport was refusing (after I asked for the third time) to please transfer me so Ican speak with someone else, also I have never heard back.It is super frustrating to have 1TB Adobe cloud storage knowing that I am unable to synch even fraction of that amount to my Tablet so I can take my images with me and cull or edit while on the go.I am wondering if anyone else is experiencing such a bad support and similar issues with synchrinizing Collection from Lightroom Clasic to their Samsung Galaxy Tablet.Thank you Eric
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Eric Franz

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Posted 4 weeks ago

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Victoria Bampton - Lightroom Queen, Champion

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Eugh, that does sound frustrating.

Ok, tell us the current state of play. Are all of the photos and edits safely in Classic? It might be simplest to clear out the cloud and let it start syncing afresh. 
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Eric Franz

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Hello Victoria,

Thank you very much for the response. 

I am afraid since the synchronization took 11 months and is still going, to loose all the photos that have already been downloaded if I was to "clear out the cloud"

to answer your question, Yes all the photos appear to be in the Lightroom /Adobe Cloud. 66,066

On my Tablet I see:

All Photos: 66,066
Storing Album Locally: 29,631

The problem is that my Lightroom Mobile is not syncing my albums in the background (if my Tablet doesn't have the screen on, or I go for example to browser or other application on my Tablet, the synchronization stops and doesn't resume until I go back to Lightroom).

I am told by the tech support this was designed by request of the customers like this on purpose, to prevent Lightroom synchronize in the background. Makes me frustrated because I can't  sit and "babysit" Lightroom, neither I want to have my screen on for this large amount of photos to transfer.

It is very frustrating that no one at Adobe USA gives a F (pardon me), because if they just reviewed all the lies and hours of wasted tech support on this, someone could have picked up the phone and at least find out if my issue was resolved or if I am satisfied with the poor tech support I was receiving until now.

They told me to request in a form "a feature" and hopefully if enough of people would like to have background sync the technicians will program it....

Very frustrating. I really wish someone at Adobe would read this and realize how bad the tech support is...

Also I have noticed Adobe doesn't even bother anymore to send after the call completes the Customer Satisfaction Form. As if they already knew its bad and they don't need to be reminded.
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Victoria Bampton - Lightroom Queen, Champion

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Is the number changing at all? Because even on a slow connection, I wouldn't expect it to take 11 months of downloading. It sounds like something's seriously stuck unless you have the slowest internet connection.

Screen-off sync is a valid request, and one I would wholeheartedly support, although I didn't realize that was what you were requesting from the post above. That might be worth a separate thread.
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Eric Franz

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Hello Victoria,
Asof right now the total number of images storing localy has decreased from 29,631 down to 29,555 not a huge progress. My internet connection is 50mbps download and 6.42 upload.
All the photos are already in Adobe cloud.
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Victoria Bampton - Lightroom Queen, Champion

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Eugh, that does sound frustrating. I would go nuclear personally.
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Rikk Flohr, Official Rep

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Eric,

I am sorry to hear about the issues you've had with support.  I would like to take a closer look at this and get more information from you. 

  1. Installed Lightroom version number?
  2. Android OS version number?
  3. Tablet model?
  4. Total Memory on Tablet? Free Space?
  5. using www.speedtest.net - what is your upload/download speed?
  6. How many of the 66K images in your catalog are you expecting to sync to the Store Locally. setting?
  7. Of these store locally images how many were ingested in Lightroom Desktop/Web/Device vs Lightroom Classic?
With the answers to these we can consult with the engineering team to find a best course of action going forward. I suspect Victoria's suggestion of clearing the sync and starting again might be a wise step. 
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Eric Franz

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Hello Rikk
Thank you for helping me with this.
so here is the info:

Installed Lightroom version number: 5.3.1
Android OS version number: Android 10 One UI 2.1
Tablet model: Samsung Galaxy Tab S4 SM-T830
Total Memory on Tablet: 2gb/4gb used Free Space: 1.5gb avail
Storage Available: 161.9gb internal / 243.7gb SD card avail
what is your upload/download speed: 50mps download / 6.42mbps upload (all images are alredy in Adobe Cloud)

How many of the 66K images in your catalog are you expecting to sync to the Store Locally.: 29,534 still pending and are downloading in to tablet only when tablet is on, and I am in Lightroom
The rest is already in.

Of these store locally images how many were ingested in Lightroom Desktop/Web/Device vs Lightroom Classic:
All the 66K photos are and have been for a while in Adobe cloud (uploaded from my Lightroom Clasic from my desktop computer)
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Rikk Flohr, Official Rep

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Thank you. I have consulted with engineering and based up the information here, there isn't a workaround other than the need to open the app and wait in non loupe area for assets to get downloaded.

You may be currently testing unknown waters with this many images attempted to store locally on an Android tablet.