Lightroom: Lock up when I try to email an image

  • 1
  • Problem
  • Updated 6 years ago
  • Solved
  • (Edited)
When I try to send an image from inside Lightroom using its "email photo" option it just locks up and I have to wait to close down Lightroom & restart.

I run gmail, nice & straightforward in most situations.

Any ideas please?

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Edward

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Posted 6 years ago

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Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Edward,

If you try a different export preset, does it still lock up?
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Edward

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No, the other image export functions work fine.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Sorry, I meant the preset selected in the Email Photo dialog:



Do you have a custom preset selected? or one of the default ones?
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Edward

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Hi
I can edit the preset OK, but when I try to send I get the following error message

(Also when I try to alter the "from" drop-down to settings it locks up (as per the first image)

thanks

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hmm. Let me ask an engineer on the team. Sounds like a permissions issue. A quick test on your end would be to create a new Admin account and run from that account as a test.
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Baichao Li, Lightroom Quality Engineer

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Hi Edward,
Could you please tell us something about your OS? Window7 or Vista, enterprise or profession version? 64bit or 32bit, SP1?

You mentioned gmail, I supposed you are using gmail account, right ?

Thanks,
Baichao
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Edward

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hi Baichao
Windows 7
64bit
my main email is my gmail account, yes.

thanks
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Emily Fu, Employee

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Hi Edward, firstly please make sure your gmail account can work fine from gmail website.
If it is, then how about if you right-click on an image then choose 'Email Photos...' in contextual menu?If still crash, please try to delete your preference file,the location is :Disk:\Users\Your account\AppData\Roaming\Adobe\Lightroom\Preferences, to see if can clear the crash. Thank you.

Thanks,
Emily
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Edward

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Hi Emily
I at least got the chacne to hit the send buttin, but then got this error message. does this tell you anything?

(Before I do the deletion you suggest above, can I ask if it affects anything else?!!)

Thanks

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Edward

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Emily For the file you suggest to delete, can you look ath image below & confirm that I delete ALL the files in the folder?

thanks

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Emily Fu, Employee

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Hi Edward, thanks for the try.

You don't need to delete your preferences files really, before delete them in lightroom/preference folder, just backup them first in a new folder. If something unexpected happen, we can put the old ones back.
Another way, you can create a new OS user account then log in and launch lightroom.

Thanks for the time.

Thanks,
Emily
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Edward

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Hi Emily
but can you tell me exactly what features are controlled by the preferences file. I don't want to be hunting around the programme looking for what might have changed, or even not realising something important to me has changed!!)

thanks
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Emily Fu, Employee

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Hi Edward, preferences file includes : layout settings of each module(like Library, Develop), like color, font type/size, panel size, panel status(expanded or collapsed),the settings in Export dialog, Publish settings, and your email accounts' password.

Thanks,
Emily
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Emily Fu, Employee

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Hi Edward, how about your problem?still reproduce?

Thanks,
Emily
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Edward

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Hi Emily
Thats a LOT of settings to put right!
Is there a way to "store" them first so I can return to them after a reset?

thanks
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Emily Fu, Employee

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Hi Edward, do you mind if I remote connect to your machine to check the issue?

Thanks,
Emily
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Edward

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OK Emily. how do we do this?
thanks
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Emily Fu, Employee

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Hi Edward, which time zone are you in? We need to find a time overlap between us. I'm in Beijing, time zone is 'GMT+8:00'. I'm available from 9:00am to 7:00pm on workday. Please let me know what is your convenient time(should have a overlap with mine), then I can set up an Adobe Connection with you.

Thanks,
Emily
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Edward

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Hi
I am having a little trouble working this time zone stuff out! but try this:

if its 9am there, its 7pm here, so you can set something up from 9am onwards if you like. I can be around for a few hours.

thanks
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Emily Fu, Employee

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Hi Edward, so I want to set up the connection on Friday, 9:00am, Bejing time; your time should be Friday, 7:00pm, please make sure your time is correct:). Then I will send the connection link later. I think it would be less than 1 hour.

Thanks,
Emily
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Edward

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Thanks, I shall look forward to hearing from you
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Emily Fu, Employee

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Hi Edward,
We can use Adobe Connect Session to do this. Below is a brief instruction about how to use Adobe Connect Session.
1) Open IE and go to http://my.adobeconnect.com/test_edwar... (This is a web that allow us communicating and sharing screen to each other.)
2) Select Enter as a Guest and input your name.
3) After you enter the meeting, I will request you share your screen or control your screen. (This might need to install a plug-in).
4) Please select Desktop when starting screen sharing.

If you accept sharing your screen, then I can see your screen from my side. If you accept control your screen, then I can operate you screen remotely.

In case something wrong happen, you can send a quick email to my box : emilyfu@adobe.com.
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Emily Fu, Employee

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Hi Edward,
We investigated this and found this is possibly password encryption problem.

Here's a workaround:
Open your current Preferences file, and delete the section I highlighted in the following image. This change will cause password lost for all your email accounts, will do not impact other settings. You just need to reset passwords in email account manager.



With above change, I think your problem can be resolved.You can try to reproduce it again, if you can, please try to get the repro steps.Thanks.

Thanks,
Emily
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Edward

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Hi Emily
where do I find this file to edit it?
thanks
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Emily Fu, Employee

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Hi Edward, it locates at :OS drive:\Users\\AppData\Roaming\Adobe\Lightroom\Preferences, Lightroom 4 Preferences.agprefs.
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Edward

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So far so good
thanks Emily
I'll let you know if it fails again.