Lightroom not consistently syncing some images

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  • Updated 1 year ago
  • (Edited)
Four images are not syncing properly in the Lightroom CC ecosystem. The images load fine with the originals on my desktop in Lightroom CC for Mac. They do download fine as Smart Previews to Lightroom CC for Mac on a second computer. Lightroom CC for Mac says the original is stored locally and backed up to the cloud. They are not loading in 3 different iOS devices, showing the message: “the photo failed to load.” Additionally, in Lightroom for Web, they do not show up, instead there is a placeholder and a message saying “Syncing file ___ from [my computer]. Added on 8/26/18.”

They are all panoramas merged by Lightroom desktop, then re-imported to Lightroom CC. There was a batch of a dozen of them done and imported together. All are DNGs. They are big (one is 198 MP, 700 some MB), but I have yet bigger panoramas that sync fine. I’m only syncing Smart Previews to my iOS device.

This seems to be a recurring issue with Lightroom CC. That is to say sync issues in general. I had problems earlier with Lightroom Classic someone making Lightroom CC that perfectly okay images were corrupted. (Without my even doing any editing in Lightroom Classic, just opening it again and not having turned off Sync.) I’ve since turned it off so that I can continue to merge panoramas and HDR photos.

Note: This conversation was created from a reply on: Lightroom iOS: "the photo failed to load" on iOS after sync from Classic.
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Jon Anscher

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Posted 1 year ago

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Jon Anscher

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I have already placed images inside a folder called “for AdobeDebug.” I have also opened a case with support. After 5 hours of troubleshooting the problem yesterday, I was pushed up a tier and am supposed to hear back. I’ll update when I hear more.
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Jon Anscher

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Update: I spent about 5 hours talking with Adobe support on Monday, trying to resolve the issue. We did a ton of various troubleshooting steps (exporting and re-importing the folders, resetting preferences, logging in and out, even reinstalling Lightroom), all with no effect. Eventually, they escalated it, and I have not heard anything since.

I was able to delete two images, then sync them via iCloud, and import them directly into Lightroom for iOS. The image thumbnails don't render properly (they are all blurred from low resolution). And they still do not show up on the web app or any of my other iOS devices. But the images do show up on the iPad they were imported to when I open them.

I'm still manually maintaining my Lightroom Classic library in parallel with my CC library, so if this continues to go unresolved, it may be time to abandon CC. I'm already evaluating On1 as an alternative, and I'm excited for Luminar's DAM, which I intend to evaluate when it comes out. With as much as my current creative cloud plan is, and as many features as are currently missing from CC, I at least expected it to be reliable. Ah well.
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Rikk Flohr, Official Rep

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Jon, 

This really sounds odd.  Is it just these specific images that are causing the issue? If so, can you share one of the images with us?

Do you have a case number you could share as well?
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Jon Anscher

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Yes. There are 4 specific images (out of a batch of 12 or so that I merged and imported together) that are not loading. What’s the best way to share the images with you? The originals are almost a gig, so I’m assuming it would be hard to upload them to this form.

Case #ADB-3421740-F0X3
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Rikk Flohr, Official Rep

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I just need one of them. Send to 
by a file sharing service (Creative Cloud, One Drive, Dropbox, etc)
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HannesKa

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Same Problem with Images, e.g. with a iphone6 Panorama
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Jon Anscher

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Rikk, sent you an email.
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Rikk Flohr, Official Rep

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Jon,  I have your files. I was able to import them into Lightroom CC. They synced and do show in the cloud. (although the thumbnails are low res on all clients).  What Camera and subsequently software was used in these panos creation?
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Rikk Flohr, Official Rep

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Ok, I understand. Let's do it differently... If you take the four DNGs and attempt to upload them to the cloud via the Web interface, what happens?
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Jon Anscher

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Same thing. One of the images in that album right now was uploaded via the web at Lightroom.adobe.com when I was working with tech support on Monday.
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Jon Anscher

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If you can upload them fine... there must be something cached within the Lightroom CC library, right? Maybe if I try exporting a fresh copy from Lightroom Classic... I’m going to try that right now.
(Edited)
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Rikk Flohr, Official Rep

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Upload through Lightroom CC - sync down to Android
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Jon Anscher

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I just exported fresh originals from Lightroom Classic. I even renamed them for good measure. And then uploaded them via Lightroom.adobe.com. Still no go.
(Edited)
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Rikk Flohr, Official Rep

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If you click on the Cloud Icon in the upper right of Lightroom CC Desktop and take a screenshot of your Sync Panel, could you post that here?
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Jon Anscher

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Oh my gosh! It did, sort of. The image thumbnail is REALLY pixelated, like the one above. But the image shows up after I click on the thumbnail. And the thumbnail and image appear in lightroom.adobe.com without any pixelation.
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Rikk Flohr, Official Rep

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Good news! You can trickle them through at least.  We are looking at the issue on our side to get a fix in so you don't have to tease them in. 
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Jon Anscher

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It's important to note that the thumbnails on iOS are still not right. They are over pixelated, but I can live with that for now, especially knowing that it's being looked into.

I tried that for the other photos, and so far three of them worked with the thumbnail still being fuzzy. The 4th the thumbnail is still not showing up, but the smart preview is showing up in detail mode now.
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Rikk Flohr, Official Rep

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I see the same thing you do wrt thumbnails. We are looking at that as well.
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Jon Anscher

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Well thank you for working on this. I was feeling discouraged (as well as tired) Monday after 5 hours in a remote session with support. Even just knowing that you guys are seeing the issue and working on it has been very encouraging. I appreciate you taking the time to look into it. If you need me to do any more testing, let me know.