Lightroom: Not consistently syncing some images

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  • (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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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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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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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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Jon Anscher

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I took them on my Fujifilm X-T2 and combined them using Lightroom Classic. I did not sync the images at all, I exported them from CC, imported them to Classic, merged them, did some color and light edits, then exported the merged pianos (the ones I decided to keep) from Classic and imported them to CC.

Also note, we have tried re-importing them in a variety of different ways (imported them into Lightroom CC for Mac, into Lightroom.adobe.com, and into Lightroom CC for iOS). The thumbnails for me do not show up in adobe.lightroom.com or in iOS. (You can see from the first link I gave you that they are not showing up on the web.)
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Since they are in Lightroom Classic, what happens if you dump these four into a Collection and then sync that Collection? Do the Smart Previews from Lightroom Classic make it to the cloud and sync back to all the devices?
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Jon Anscher

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If I even turn sync back on, it will screw up my Lightroom CC library. I had to turn Sync off after migrating to Lightroom CC, because Lightroom Classic and CC were in some sort of syncing war. I’m still not sure entirely what was happening, I think they were overwriting metadata, but the result was many dozens of photos that developed sync errors in Lightroom CC. I had to remove them all album by album and re-import them to fix it. I don’t dare turn sync back on again.
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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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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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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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Here:
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Thanks. I am going to bring in engineering. Stand by. 
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And on iOS. Note that the middle image there was when I uploaded it directly on my iPad. But it does not render on any other iOS devices.
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Yes, your thumbnail is much lower quality than what I am seeing. 
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Rikk Flohr, Official Rep

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A quick test for you Jon, If you take one of those imported images in Lightroom CC and make a very small develop adjustment - say Exposure +.05, does the image then eventually sync up?
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Jon Anscher

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Yes. The adjustment does sync across all devices, even the ones for which the image is not rendering.
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But does the image finally sync after the adjustment syncs?
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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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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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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.
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Rikk Flohr, Since late summer, I have been noticing the same issue with panoramas not syncing with creative cloud between Lightroom Classic and Lightroom. (It is so idiotic that they even have two versions; since the “cloud” version still stores massive amounts of data locally with no option to move its archive to a NAS.) Approximately before mid summer, I could sync panoramas. About 4 months ago, I was told by tech support that as of one if the major updates this syncing bug was introduced and Adobe was working on it. Obviously what tech support told me was partial BS, since Jon Anscher has been experiencing this bug for a year with no report of resolution, and here I thought 4 months was way too long to wait for a big fix! I now deeply regret investing in the adobe ecosystem. This software looks dated in its skeuomorphic UI design, is way too unreliable to trust with managing my photos and there seems now to be many mature, less bloated, more robust, more innovative, more reasonably priced alternatives. 
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Are the files in question greater than 200 mb in size?