Lightroom 4: web module is not working

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  • Problem
  • Updated 6 years ago
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  • (Edited)
Lightroom 4 web module is still hanging up in the middle of upload. Last week, a tech support person took control of my computer and could not get it to work either. He tried for two hours, then said his Senior would contact me. I either need to get a fix for the problem, or want a refund and go back to my previous version of Lightroom. I have used the web module hundreds of times in previous versions and it's great for online proofing for my customers. These programs are expensive, and i rely on them to work for me! Thank you.
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Lisa Lehmann

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Posted 6 years ago

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Lisa Lehmann

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Here is the text from my conversation prior to the tech taking control:

Lightroom 4 is getting hung up in the web module. After I hit upload, the progress indicator bar in the top left corner for Upload Web Photo Gallery gets stuck on Building Web Photo Gallery. I reinstalled the program and it is still happening. I’ve done this hundreds of times with other versions of Lightroom. My settings appear to be correct.

You are now chatting with Patel.
Patel: Hello! Welcome to Adobe Customer Service.
Patel: Hi Lisa!
Patel: May I please have your email address registered with Adobe while I review your request?
lisa xxxxxx
Patel: Thank you for the email address.
Patel: Please allow me 2-3 minutes while I check with the email address?
lisa lehmann: thank you
Patel: You are welcome!
Patel: Thank you for your patience.
Patel: I see that you are having problem in working with the lightroom4, am I correct?
lisa lehmann: yes
Patel: Thank you for confirming.
Patel: I will be glad to check and help you with this issue.
Patel: May I please have the serial number of the product, so that I can assist you better?
lisa lehmann: xxx
Patel: Thank you.
lisa lehmann: i just installed Creative Suite cs5.5 as well if that matters.
Patel: May I know what is the exact error message you getting while working with the product?
lisa lehmann: there is no error message, it is hung up. After I hit upload, the progress indicator bar in the top left corner for Upload Web Photo Gallery gets stuck on Building Web Photo Gallery. I reinstalled the program and it is still happening. I’ve done this hundreds of times with other versions of Lightroom. My settings appear to be correct.
lisa lehmann: the indicator bar is stopped in the middle of the operation
Patel: Thank you.
Patel: I have checked, in this case I will transfer this chat to the technical team, they will help you on this issue, shall I transfer the chat?
lisa lehmann: thank you
Patel: You are welcome!
Patel: Please be online while I transfer.
Please wait while I transfer the chat to the appropriate group.
You are now chatting with 'Syed'
Syed: Hello. Welcome to Adobe Technical Support.
Syed: Hi Lisa.
Syed: I have received your query. Please allow me a moment to verify your account and to review the details of your request.
Syed: I understand that you're not able to work with the Adobe Lightroom 4.0 product. Am I correct?
lisa lehmann: yes
Syed: May I know if you are able to launch the product and unable to work with the product as it hangs while uploading photos?
lisa lehmann: yes, i am able to work with the photos in the other modules. I just changed the exposure on one in the develop module
Syed: Thank you for confirmation.
lisa lehmann: interesting that the hangup is at exactly 50%
Syed: We will be glad to help you with your issue, however, I am from the Installation department and your issue needs an Elements Technician. Product Support Specialist.
Syed: Would you mind holding for a minute or two while I transfer the chat to Elements department?
lisa lehmann: yes, thank you
Syed: Thank you.
Syed: Please allow me a moment while I transfer the chat to Elements department.
You are now chatting with 'Sumitra'
Sumitra: Hello. Welcome to Adobe Technical Support.
lisa lehmann: helo!
Sumitra: Hi Lisa.
Sumitra: I have received your query. Please allow me a moment to verify your account and to review the details of your request.
lisa lehmann: thank you
Sumitra: As I understand you are unable to upload photos in Lightroom 4, Is that correct?
lisa lehmann: Yes, the upload begins but gets hung up.
Sumitra: Thank you for confirming.
Sumitra: I will be glad to check and help you with this.
Sumitra: May I know how many images you are trying to upload?
lisa lehmann: 18
lisa lehmann: they are all jpgs
Sumitra: May I know which layout style you chose?
lisa lehmann: a custom style that i created
lisa lehmann: first it got stuck on Export Identity Plate, but i had none selected
Sumitra: Please select a preset style and try uploading.
lisa lehmann: out of curiosity, i am trying a different set of photos and using a pre-made template called Clean and that is hung up on Export Identity Plate as well
lisa lehmann: i;ve been quitting the program in between trying these different things
Sumitra: Try using a preset style and check if you are able to upload.
lisa lehmann: yes, i am using CLEAN
Sumitra: Okay.
Sumitra: Can we share your screen to solve this issue?
lisa lehmann: i now went back to my Flash Gallery and that doesn't work, it's hung up again
Sumitra: Can we share your screen to solve this issue?
lisa lehmann: yes, please
Sumitra: I will provide you with a link using which we can share your screen.
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Alexandra Kazantseva

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Hi,

I have exactly the same problem! I am using Chrome as my default browser. I can preview the gallery ok but not upload it. As Lisa mentions, the upload just gets cut off half way through. I did not notice, however, whether it was exactly at the 50% mark.

Thanks
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Lisa Lehmann

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Another interesting note, the Export button right next to the Upload works just fine.
I have checked and rechecked my host, path, etc. and it is correct and works in both Bridge and Lightroom 3.6 which i just re-installed.
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Phil Pool

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I have the same problem. Why doesn't Adobe do anything about this?
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Lisa Lehmann

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Adobe sent me a link to a Lightroom 4.1 update. After loading it and simply opening the program, the Web Module Upload works perfectly. Here is the link. http://labs.adobe.com/technologies/li...
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Phil Pool

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I am already on 4.1 and it still doesn't work.....
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Alan Zheng, Employee

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@Phil, are you using the latest 4.1 RC build? Could you give me the build number? (you can check it from menu Help->System Info...)

What I want to know is whether you can export your web gallery to your local disk successfully, if you can then the issue might be caused by the FTP connection or uploading, then please check if you can browse the server path, (in FTP server settings dialog, click Browse button) if you username and password are correct, you should be able to browse the folders on the FTP server.

If you have Bridge, please have a try to upload a web gallery in Output panel to the same FTP server, to verify if the FTP server itself works fine.

@Lisa, your issue has been fixed after you downloaded the LR 4.1 RC build, right?
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Phil Pool

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Alan, I'm on build 820174. I can export fine and ftp to my server with no problem. I have LR 4.1 on two machines, so it doesn't work on either, most likely indicating it's not my machine.

I'm currently working with a level 3 tech and I guess the text file regarding my machine is being loaded into an engineers machine to see if the problem can be duplicated.

It's been a couple of days, so I will probably contact her to see if anything's been figured out yet.

Any help you can give, I'm sure would be appreciated.

Phil
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Alan Zheng, Employee

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Phil, do you have any customized settings to the web gallery that you want upload?
If you choose a default web gallery template and do not change any preset settings, do you still got the hang issue during uploading?

I tried with build 820174 on both Mac and Windows, the web galleries can be uploaded to FTP server successfully.

If you can provide the RAW files that you want to export to a web gallery and upload to FTP, it will helpful to reproduce the issue and analyze the possible cause.

If it's convenient for you, please upload your photos to following FTP.
server name: ftp://eftp.adobe.com username/password: cust-dl2/d0wnt0wn

Once you finish the upload, please give me the folder path you created which contain your images. Or if you are using JPEG files that are not too large, you can send your photos to me by email, here is my email address: chzheng@adobe.com

Thanks a lot for you help and support!
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Lisa Lehmann

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Well, guess what... I wrote above that i installed Lightroom 4.1 and the Web Module Upload worked like a charm. Today i uploaded 8 batches of headshot photos, created 8 Collections, went to upload to the web for each person's online proofing, and it got hung up on 'Export Identity Plate' again.

This is after i closed my case with Adobe and notified others that the web module was fixed in 4.1.

I give up and am going back to using 3.6 for a while!
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Phil Pool

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I guess I might have to, but then some of the terrific new tools will be lost! I'll forward this link to my tech 3 woman and maybe she'll help you too. You and I seem to be the only ones right now with this problem that have said anything and she thinks it might be a (serious?) bug...
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Alexandra Kazantseva

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Lisa, Phil,

I still have the same problem with 4.1 and unlike Lisa I was not able to upload the gallery even once. The upload gets cut-off around the half way mark.

I have not been contacted by Adobe at all and have only been following what Lisa and others have been posting in the forum. It's now been over a month since this work reported and it is quite disappointing to see a lack of action here.
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Lisa Lehmann

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Update: I went back to using Lightroom 3.6 for my workflow. When i saw there was an update for 4 last week, I downloaded it. The first web gallery uploaded just fine! The second and subsequent tries got hung up half way through. Had to get online proofing out to my customer, so went back to 3.6 and now that will not work, it got hung up. Went into Bridge and did it there, however there are not as many nice customizations available in the Bridge Output.
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Alan Zheng, Employee

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Hi Alexandra and Phil,

I am so sorry that you got this annoying issue. It's really a weird issue that I can not reproduce it with any recent LR builds on both Windows and Mac, I guess it should be related to your particular FTP environment.
Could you let met know what software do you use to setup your FTP server? FileZilla or something else? If it's a public FTP, is it possible to give me a temporary username/password to let me try if it also failed for me to upload to this server.
At last, please do me a favor to capture a process log for LR 4.1, please start Activity Monitor on Mac, select the Lightroom 4.1 process, and click Sample Process while LR hangs during the uploading, please refer to following screenshot.
You can send me the process log as well as your public FTP username/password to me via email chzheng@adobe.com

Your info will be helpful for us to identify the cause of the issue.
Thanks a lot!
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Alan Zheng, Employee

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Hi Phil, I am so glad that your problem is solved.
Should you have any other problems please feel free to send me an email or post on the forum.
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Phil Pool

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So everyone can know, my web hosting company changed my ftp password without me knowing. Since I thought it was the same as LR3 and LR3 worked as my former web uploader, I figured the password was the same and the (supposedly) same password came over to LR4 during installation. What also made this tough is that the password is blacked out on my preferences and I had no way to see it had changed.

Adobe had put so much time into this AND they asked me if I had changed or input another password, I said 'no'. After a couple of weeks, I thought I would go direct to my web hosting company and asked them....That's when they let me know the password is changed from time to time! I re-input it and, of course, the upload works fine.

Use this as a lesson that the problem is most likely an incorrect password.

Adobe rocks and were very diligent in helping me. Thank You!!!!