Lightroom: Poor Product and Lack of Support

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After an extended chat about two Lightroom 6 problems, I was told that my case had been elevated to the relevant team and that I would hear from them via email within 2-3 days. That was 8 days ago. It appears that either Adobe cannot fix the problems they introduced into Lightroom or they just don't care. The lack of the promised follow-up and the failure to fix the problems tells me that they both cannot fix the problems and that they don't care either.
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John Gangloff

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Posted 3 years ago

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James Hess

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I can't comment about the follow-up e-mail that was supposed to be sent. However, Adobe has publicly apologized for the last Lightroom update. And a new update has been made available today which is supposed to take care of a lot of the issues that many users were having. I have installed the new update, and so far find that things are working very well for the most part.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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John, I don't see any case notes nor registered products under the account using the same email address you've used to post here. Is it possible it under a different account? What is the case #? What is the issue you are encountering? Have you updated to Lightroom 6.3 which came out today? If so, does that solve your issues?
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John Gangloff

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I am registered under a different email address. I was not given a case number. The two issues are: (1) the annoying and persistent "server busy error" and (2) the intolerable slowdown in Lightroom as editing proceeds through a number of images. I have not updated to 6.3; I have reverted to LR 4 which does not have either of these issues. I did not see either of these issues addressed in the 'fixes' for LR 6.3. I was optimistic that LR 6 would provide some good benefits over LR 4; I am disappointed that it seems to be a step backwards in some ways.
As the Chief Customer Advocate, you probably have access to the chats. Mine started at 9:10:17 a.m. PST on November 9 and finished at 10:33:48. The last of several agents on the chat was Biswaranjan.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi John, I found it under a different email address. I see two recent cases (from 2015):

0186650566 - Where you were looking for a download link for Lightroom 6
0217012623 - Asking for a refund

Lightroom 6.3 should improve the server busy error.

I suspect if Lightroom is slowing down over time, it's likely a bad graphics driver or an unsupported graphics card. Either updating the driver, the card, or disabling the card should correct this issue.

Let me know if you want me to have them process the return or if you want try these troubleshooting steps.
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John Gangloff

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Thanks for the follow-up, Jeffrey.
I can understand how the graphics card could be responsible for an overall slow-down of a program, but I'm not sure how the graphics card would be at fault for a progressive slow-down. My graphics card is old, but the slow-down occurred both when the card was enabled and when it was disabled. The rest of my system is well above the minimum requirements for LR (I7 3770K Quad Core 3.5 Ghz, 16gb DDR3 1600Mhz memory, 6GBS hard drive) The slow-down does not occur with LR 4. Someone who I think was an Adobe employee commented on a forum that this was -- I don't recall the exact words -- a part of the system (i.e., no available solution).
The slow-down is fixed by closing Lightroom and re-starting, but then the slow-down recurs.
My first preference is for Adobe to fix this, because there are a couple of features in LR 6 I really like. But, If they cannot or will not, then the slow-down is a deal-killer for me. If others have overcome this, I would like to know how.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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The graphics card/driver, if it's misbehaving, can cause all kinds of problems, including progressive slow downs.

First, install the 6.3 update. Use a test catalog or back up your LR 4 catalog prior to upgrading the catalog. Then I would disable your graphics card by going to Preferences>Performance and uncheck "Use Graphics Processor" and restart Lightroom 6 and let me know if it goes back to LR 4 performance.
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John Gangloff

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Well, it appears -- after some limited use -- that 6.3 has fixed the annoyance problem and the deal-breaker problem. A few program starts, and no "server busy" error. Similarly, there does not appear to be the progressive slow-down I had experienced repeatedly with 6.2.

My limited use was editing of two groups of raw photos using a lot of adjustment brush, spot removal, and cropping. I did this both with the graphics card enabled and disabled and didn't note any difference either way -- but, it appears that LR tests the graphics card and disables it automatically if it doesn't meet certain standards, so my card may not have been in play at all.

Bottom line -- looks like 6.3 is a good update. Thanks, Jeffrey.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Thanks. Glad to hear 6.3 fixed your issues.
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John Gangloff

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Pure coincidence that LR 6.3 came out about the same time I posted my complaints. :)
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John Gangloff

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Shortly after I wrote the above comment, the "server busy" error reared it's ugly head again when I started 6.3, so who knows if that issue really has been solved.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi John, Could you run the Log Collector tool? https://helpx.adobe.com/creative-clou... If you're able to get the logs, I will pass them on to the engineer who's been working on this issue.
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John Gangloff

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The "server busy" error has been around for a long time, but for me it seems to be intermittent. I will try to capture log files the next time it occurs.