Lightroom Classic: Syncing Issues

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  • Updated 6 months ago
  • (Edited)
Hi,

I'm having syncing issues again that I can't seem to diagnose.

First, I'm on macOS Catalina 10.15.2. I'm using Lightroom Classic 9.1. I do use the mobile app on my iPad v 5.1.0. I do not us Lightroom CC Desktop. I used to have my Lightroom Classic catalog on an external drive and switched between three computers. I recently minimized my setup, sold my two personal computers and went to a single personal laptop. I keep the catalog on that laptop now and only open it from there. (Photos are still on an external drive which is connected and LrClassic is recognizing.)

The problem is that some files appear to be stuck in syncing. There is different information in different places. In classic, I am stuck on "Syncing 14 photos" although there only appears to be one error in the Settings:


I went to lightroom.adobe.com and it says that there are 24 sync errors, some of which direct me back to my laptop to sync, and some still refer to my old desktop.


It has been stuck this way for over a week now. I've left it on and connected over many nights, but no progress has been made. There is nothing specific in the error message in LrClassic. And the one photo that it points to as having an error is in my Catalog, has no other indications there are issues, and when I click "Show in Finder" brings me right to the file with RAW, JPG, and XMP all right there. I've attempted to change attributes on the photo (move the slide, change keywords, etc.). That photo does not show up in iOS. It does show up in the 24 photos at lightroom.adobe.com, and refers to my old Mac Mini:


But there are no error messages in LrClassic to the other 13 photos that are stuck syncing from my Desktop, so I cannot determine if they match the ones on the web or not.
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Jon Anscher

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Posted 7 months ago

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ragrawal, Employee

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Hi Jon,

Can you please generate the Diagnostic Report and share it with me through a sharing medium like DropBox/WeTransfer.

To generate the report, go to the sync preference dialog and hold the alt/option button. You will see the “Generate Diagnostic Report” button. That will generate a zip file with all the logs we need to start with. Send us the same.

Also, since you are not using the old machines now, please delete all those assets from "Lightroom Web" sync issues folder.

Rahul Agrawal

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Rikk Flohr, Official Rep

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Let's restart the computer. Launch Lightroom. Wait 10 minutes and then send me another diagnostic log if you could, Jon.
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Jon Anscher

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Diagnostics will be on their way shortly. Just waiting for 10 minutes to elapse now. There have been some changes. I imported some photos today and noticed syncing had paused. When I turned it back on, there were all kinds of errors. I removed all the errors from Lightroom.adobe.com, now there is one error left in my syncing panel in LrClassic. Not sure how to fix it. The image appears to have synced to the web okay. Still stuck at 14 photos syncing though (after all the craziness happened when I unpaused). I restarted my Mac after that had all cleared up, so that you could get a relative fresh diagnostic.
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Jon Anscher

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@Rikk, new Diagnostic log and Diagnostic Report loaded (not really sure what the difference is between those, so just ran them both to be safe).
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Rikk Flohr, Official Rep

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Did you send them?
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Jon Anscher

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Yeah, they are in that same Dropbox folder. I’ll resend the link.
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Jon Anscher

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Okay, update on this issue.

A Lightroom engineer was able to determine which 14 photos kept syncing. Apparently they "were constantly coming up as syncing but never ... finished. Somehow, LrClassic [thought] that these files [had] already been synced but [they] never reached the cloud."

The proffered solution was to either remove the photos from my library or remove them from sync. Neither was appealing to me at the time as I would have to figure out which collections they were in first so I could put them back in those collections. It seemed removing them from sync would be the easiest route, as I'd only have to check the synced collections. And, if I missed a collection, the photo would keep syncing, so I'd know it. Versus removing it from the library, I could miss somewhere it was supposed to be and never find it again. Plus it would be removed from SmugMug (I use the plugin to load photos there), and who knows what other ramifications there would be.

Luckily, I didn't end up having to go through that process for all the photos. When digging into the photos Adobe had identified, I noticed something else about them that they had in common. They all had metadata conflicts. I also noticed, a little after resolving the metadata conflict in the first photo, the number of photos still trying to sync went down to 13. So I went and resolved all the metadata conflicts in my library and the photos syncing went away. There was one remaining error, but it was a photo after I’d posted initially about this problem, and on that photo I removed it from each synced collection it was in (luckily I found it in the two I expected to and I didn't have to search each collection to find it elsewhere). I then added it back to those collections and all seems to be fine now.

There really should be an easier way to resolved syncing conflicts like this. Removing photos from all their collections and then adding them back is a huge pain. It could have taken me hours to do it for all 14 photos, I’m glad it only ended up being one. Of course, if I could sync folders or just "sync all," I wouldn't need so many collections... In fact, one of my synced collections is "all photos" which I update manually. Another is "imports" which I try to remember to add photos to when imported. C'est la vie.