Lightroom CC for mobile: Does not load previews despite being stored locally

  • 3
  • Problem
  • Updated 5 days ago
  • Not a Problem
  • (Edited)
On iPad, LR does not display some previews despite having them stored locally and being able to edit them.
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Antoine Hlmn

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Posted 5 months ago

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Photo of Rikk Flohr

Rikk Flohr, Official Rep

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Antoine, 

That seems unexpected. If you go to your Adobe account at http://lightroom.adobe.com and view the same album there, do you see previews in the web browser? 
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Antoine Hlmn

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In web, everything is fine.

I found how to “solve” the bug: disable local storage (in every album!), clear cache and the, download again.
Quite a pain with a big collection but does the job
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Rikk Flohr, Official Rep

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The problem has not returned?
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Antoine Hlmn

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Difficult to say on a big catalog...

I’ve seen it again another time, re-synced and now it -seems- to be ok.

At least one thing: it does not seem to be relate to particular pictures, it looks rather random. And it is not related to the proxy’s in the cloud, it is an app (iPad) related bug.
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Antoine Hlmn

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Again the same issue:

On web: file is missing and can not be loaded





On iPad: file is missing in Grid but proxy can be loaded:

A lot if missing pictures:



_IMK4682 (example) can not be found



but can be opened.
Not this picture was not imported on iPad but synced from LR Calssic.



Everything is ok in Classic



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Rikk Flohr, Official Rep

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Antoine,

Could you take the problematic images in Lightroom CC for Web and drop them all into an Album labeled "Lightroom Test Album" and let me know when done? That will allow our team to do some additional research and hopefully isolate the data better. 
(Edited)
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Antoine Hlmn

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The album is synced (created on Web, synced on iPad) but the behavior is still the same:

On web: impossible to open the image
On iPad: no thumbnail in grid view but smart preview can be loaded (cfr second picture of initial post)

I didn’t check on Classic, though...
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Rikk Flohr, Official Rep

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Antoine, the team has made a fix on their end, can you try it now?
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Antoine Hlmn

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Yes! It’s fixed! What was the issue? :o
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Rikk Flohr, Official Rep

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There was a server-side issue that has been corrected.
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Antoine Hlmn

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Thanks for the fix but I can’t help feeling a little mad. Four months for fixing a server bug makes me -again- feel LR is still in a beta phase.
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Lifelostsoul

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So what is the solution to the original problem?

I'm getting the original issue of the photos not showing up in the first place on Android and I don't believe "disabling local storage" is an option in Android and clearing cache all on it's own has done nothing.
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Antoine Hlmn

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“There was a server-side issue that has been corrected.“

That’s all we need to know...
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Lifelostsoul

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Expect I'm still having the issue. So it's not corrected on my end. Like is it an individual thing for each person? My issue didn't start until like a week ago.
(Edited)
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Antoine Hlmn

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Excepted hoping for a fix ("They read the forum carefully", they said...) or contacting an incompetent outsourced helpdesk, you're stuck with an Adobe product. No, I'm not being of bad faith :p
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Rikk Flohr, Official Rep

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Lifelostsoul,

Could you take the problematic images in Lightroom CC for Web and drop them all into an Album labeled "Lightroom Test Album" and let me know when done? That will allow our team to do some additional research and hopefully isolate the data better. 
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Lifelostsoul

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I can do that but the problematic images don't stay the same. 99% of the images are gray but the ones that aren't change.





Like it will always show the top few rows folders of previews but only the photos in the top of the folders. So when I add more photos I can see the new ones but not the old ones.



Also I can get all the previews to show when I search for 5 star image but that seems to be because I have about 25 of them. This doesn't work for 4-1 star images.





Sorry for using so many pictures I feel like I'm not always the best with words.
I can still add photos to an album but I'm not sure which photos I should consider problematic and what ones I shouldn't.
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Archana Pandey, Employee

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Lifelostsoul,

Could you please send us diagnostic logs from your device, and steps to generate diagnostic logs are mentioned below:

  • Enable the Diagnostic mode i.e. Go to Settings Panel and long press on top left “Lr” icon (this will enable “Send Feedback” button on Settings Panel).
  • Now try to open an image having blank thumbnail and wait for 60-90 seconds.
  • Reopen settings panel and tap on “Send Feedback” button at the end.
  • Within few seconds the sharing sheet will open, send across the logs.
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Lifelostsoul

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Where do I upload that file to? It is not allowing me to upload it here and these are my sharing options.