Lightroom: No Syncing at all between Classic, CC and mobile app

  • 1
  • Question
  • Updated 2 months ago
  • (Edited)
Guys I have spent 3-4 days on the phone with tech support and no one can help me. I loaded a few hundred photos from an event into lightroom on my desktop.

Files are straight from my camera and are all JPEG and RAW files. Nothing has synced to my laptop or mobile versions and Tech Support have spent hours logged into my computers and havent been able to help at all, they dont tell em anything they just say its not working?! with no solutions at all. Im so stressed out its not funny! How can I run a business like this.

To make matters worse im 4000km from my home and wont be back for a month.

 On top of that! I just tried to upload photos to lightoom mobile from my camera roll and its says they are duplicates!! but they dont exist in my lightroom catalog at all. 

Any one have any ideas or suggestions since there is no customer service support at all! I always end up with a technician who cant help me or transfer me to someone who can help.
Photo of Katie Smith

Katie Smith

  • 5 Posts
  • 1 Reply Like
  • sad, anxious, frustrated

Posted 2 months ago

  • 1
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4296 Posts
  • 1562 Reply Likes
Ok, let's start with the basics. 

1. You loaded photos into what version of Lightroom at home?  Lightroom Classic? Lightroom CC?

2. Did they finish uploading to the cloud at home?  You can go to https://lightroom.adobe.com to confirm what made it to the cloud.

If they didn't upload, perhaps because sync was paused or you quit Lightroom before they had time to upload, or they weren't marked to sync, then you would need access to your home computer to be able to sync them to the cloud, or you'd need access to the original photos to add them afresh.

You also mentioned you tried to upload photos to LR Mobile from your camera roll, but it said that they're duplicates, so tell us more about that. For a start, which Lightroom mobile version are you using? iOS or Android?  And are these photos from a camera, or captured using your phone's camera, or...?
Photo of Katie Smith

Katie Smith

  • 5 Posts
  • 1 Reply Like
1. Uploaded from SD card to Lightroom Classic
2. On my desktop, i can see all of the photos in lightroom classic (when i was at home), now when i log on to check the cloud, it says there are 421 photos with sync issues. 
3. Tech support havent told me anything is wrong or that they havent synced properly, they havent really said anything. They have remote access to my computer at home and have updated it to the latest version and checked that the sync isnt paused and nothing has come through. They just said they are escalating it to a senior tech advisor but this has been ongoing since Sunday (now Thursday my time). 

mobile issue is on a Iphone X - iOS - photos were downloaded from an SD card to my dropbox account, then uploaded to my camera roll. From here, I have tried to add them to lightroom mobile CC and says they are duplicates but they are nowhere to be found. 

Thanks so much 
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4296 Posts
  • 1562 Reply Likes
421 photos with sync issues in the cloud confirms that they haven't synced up properly from your home computer.

Without having access to your computer at home, it'll be impossible for us to troubleshoot, but my best guess would be that the drive containing the originals is offline, and therefore it can't upload them. If someone at home has access to that computer, they could go to LR's Preferences > Lightroom Sync tab and check the status of the individual photos in the bottom half of that dialog, which should say why they haven't uploaded yet.

The duplicates on the iPhone is more of a mystery. What happens if you add the photos from the SD card directly to the camera roll, rather than going via Dropbox? 
Photo of Christian Fürst

Christian Fürst

  • 94 Posts
  • 27 Reply Likes
Katie, this seems to happen to all of us once in a while. If you have stopped synching at your home PC it simply won't work
Photo of Katie Smith

Katie Smith

  • 5 Posts
  • 1 Reply Like
Ok thanks for all of this, I was just confused as the Adobe techs are actually looking at all the files and cant even tell me this much? They have had 3 attempts at it and still nothing, so they are remote logged into my home computer. Is the solution to (when I get home) delete everything and just re upload again? 

The iphone thing is strange - when i got back to my room I found the photos on my laptop lightroom CC, still not on my mobile but thats ok I can work off the laptop. 

Thanks everyone. Ill just have to wait until I get home to sort it out properly i guess!

Katie
Photo of Victoria Bampton - Lightroom Queen

Victoria Bampton - Lightroom Queen, Champion

  • 4296 Posts
  • 1562 Reply Likes
How are they remote logged into your home computer? I can imagine that they'd be able to see sync status etc. from the cloud, but software to actually control your computer usually requires a person sitting in front of that computer clicking something to give permission - otherwise someone could log in to your computer at any time and wreak havoc.

Once you get home, don't delete anything. Worst case scenario, you'd remove those photos from the All Synced Photos collection, wait for it to finish syncing and then add them again. It's more likely that the Preferences dialog will tell you what's wrong.