Lightroom Classic: One photo not syncing to LR Mobile

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  • Updated 3 months ago
  • (Edited)
Lightroom Classic 9.0 on MacOS 10.14.6
Lightroom 5.0.0 on iOS 13.2

1) I have one Collection in LR Classic that is synced to the cloud. It contains 6856 photographs

2) There are 6856 photographs on Lightroom.adobe.com

3) I have Lightroom Mobile on 2 iPads and an iPhone. On each of these devices the count of "All Photos" is 6856. The Album (which is set up to "Store Locally") however only has 6855 of 6856 and the cloud status says "Storing Album Locally 1 Pending".  It has been like this for over a week on each device.
 
I have the Diagnostic Log and Diagnostic Report from Classic, but can not figure out how to add them here.

Thanks!
Nicholas
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NicholasG

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Posted 3 months ago

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Antoine Hlmn

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I've had this issue a couple of times. Here is what will happen:
You will contact helpdesk, friendly but not so competent tech support located in India or not far away from there. They'll ask you to log in and chek on lightroom web, which you've already done. They'll be very polite and sorry for the inconvenience. They'll ask for a remote connection, generate logs and rebuild sync data, this won't help. In the end, they will unsinc everything and you'll be good to go. I mean, good to start over.
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Antoine Hlmn

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Victoria Bampton - Lightroom Queen, Champion

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You can put the logs in Dropbox or your Adobe cloud space and just put a link here. Or send them to yourself via www.wetransfer.com and post the link.
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Antoine Hlmn

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Funny you suggest wetransfer, Victoria: the tech I had on the chat sait they were unable to download files from wetransfers. I was almost yelled at "I didn't use the right transfer system to match their firewall" of whatever ;-)

So you're maybe better to use assets (if you don't mind killing sotrage space and if your logs are below 1Go) or Dropbox indeed ;-)
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john beardsworth

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The Classic Lightroom diagnostic report is probably less helpful - it's a problem at the mobile device level.

On the devices, go into LR's Settings > Local Storage and use the Clear Cache button. Try that. Can you see which collection is affected? Also, there used to be a way to generate a diagnostic log which involved a long press on the LR icon. That doesn't seem to work on my iPhone so maybe Adobe have decided to play hide and seek! Anyone know where it's hiding now?
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Victoria Bampton - Lightroom Queen, Champion

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Oh well spotted. I'd read the LR Forums post as a sync-up from Classic issue. 

>  there used to be a way to generate a diagnostic log which involved a long press on the LR icon. That doesn't seem to work on my iPhone so maybe Adobe have decided to play hide and seek! Anyone know where it's hiding now?

That's now Settings > Help & Support > long press on Access our Support Forum.
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NicholasG

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I just emailed the logs from LR mobile to Adobe.
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john beardsworth

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> That's now Settings > Help & Support > long press on Access our Support Forum.

"Hide and seek" indeed.