Lightroom CC: Unexpected sign in failure using Classic and trying to sync to CC

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  • Updated 2 months ago
  • (Edited)
Hi,

I am using the most recent Lightroom Classic CC on my iMac and am successfully signed into Creative Cloud. I have in the past been able to successfully sign into Lightroom CC in the grey box on Classic so that my photos can sync, but it has always been buggy. Recently, I can't sign in to sync at all.

I have tried uninstalling and reinstalling Lightroom Classic CC and resetting the preferences. None of these have helped.

I get the message "Lightroom has experienced an unexpected sign in failure. Please try again later." Please advise. I like to use Classic on my desktop and be able to do some editing with Lightroom CC my iPad, but now I can't get the two to sync.

I have also signed in and out of Creative Cloud and clearing all syncing errors in the preferences panel.

Thank you!
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Megan

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  • very frustrated

Posted 3 months ago

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Rikk Flohr, Official Rep

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Greetings Megan, 

Let's see if we can find where the wheels came off.

Can you sign into your Adobe account at http://lightroom.adobe.com ?
Can you sign into your Lightroom for mobile on any of your devices? 
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Megan

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Hi Rikk,

Thank you for your reply. Yes, I can sign in to my Adobe account at the link above and on all of my mobile devices. I can also sign in to Creative Cloud on my desktop.

Megan
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Rikk Flohr, Official Rep

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Megan what is your Operating System Version?
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Megan

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macOS Sierra Version 10.12.6
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Rikk Flohr, Official Rep

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Can you verify your installed Creative Cloud version? The current CC App is version 4.6.0.384. Make sure it is up to date. 
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Megan

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Yes I am using CC 4.6.0.384
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Simon Chen, Principal Computer Scientist

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Try sign in to your Adobe account from the Creative Cloud application directly to see if makes a difference.
(Edited)
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Megan

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Thank you. I had already done that and it usually doesn't work. At the moment, two weeks later, Classic is syncing and I have no idea why. There doesn't seem to have been anything specific that I've done that I haven't done before, but I've had three days of successful sync. So hopefully whatever the problem was, it is fixed. The one thing I had done recently was that I had begun signing in to Lightroom CC desktop app just to work with my more up to date edits. Maybe doing that helped Classic sync? 
(Edited)
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Megan

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I'm sorry. I spoke too soon. Back to the same problem and now it won't sync again. I shut the program down and tried to relaunch it. no luck syncing all of a sudden. Tried signing in and out of creative cloud. Made sure Lightroom CC desktop version was not open. Classic will not sync and won't even sign in. "unexpected sign-in failure."
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Smit Keniya, Employee

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Hi Megan,

Could you share the diagnostic logs?

Preferences -> Lightroom sync (hold alt/option and click generate diagnostic log)
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Smit Keniya, Employee

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Thanks Megan. We will look into this.
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Megan

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Thank you!
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Smit Keniya, Employee

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Megan,

Could you share the diagnostic logs (the html file) to keniya@adobe.com? Do not paste it here as it is leading to loss of infomation.
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Arjun Haarith, Employee

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Hi Megan,

Does other things that uses Internet work fine ? Like Map, Publish etc., ?
Just for deeper investigation, can you open a new catalog and check whether it signs in on that ?

Thanks,
Arjun