REVEL/ELEMENTS: Where are all my photo's?

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I had over 20,000 photo's on Revel, the albums are still there but almost all of them are empty. What happened?
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Carl J Sette

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  • confused and frustrated

Posted 5 years ago

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Peter Baust, Official Rep

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I'm looking into this.

In looking at the account associated with the email in this forum, I see only 1200+ photos. Can you remember when was the last time you logged in and saw all your photos?

Also, how do you typically access Revel. Do you use Photoshop Elements?
Do you ever user another Adobe ID?

-Peter
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Peter Baust, Official Rep

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We looked more closely at your account and see that more than 20,000 photos were deleted between May 11 and 12 of this year. Were you possibly making changes to your Elements library at that time?

-Peter
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Carl J Sette

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I bought a new desktop computer in May. I had to reinstall all my programs, I had no intention of deleting all my photos. I went on vacation in June and try'd to put in my new photos and realized all my old photos were gone. Is there anything that you can do to help? Please Peter do not tell me that when someone deletes 20,000 pictures you dont check to make sure that is what we want.
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Peter Baust, Official Rep

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Do you still have the photos on your old desktop. unfortunately we no longer have those photos on the server.

I will ask the Photoshop Elements team to assist here as well.
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Carl J Sette

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So, I am on my own here right? I do have the photos... But I noticed that all my albums are still there so I have to put all the pictures back in the albums is that what you're saying? I don't want to do the wrong thing, I had a situation two years ago where I duplicated all my albums and all my pictures and I had to first buy more storage space then delete a whole bunch of pictures.
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Peter Baust, Official Rep

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I have asked the Elements team to help you out here. They should be able to give you the best guidance.
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vaishali ahuja, Employee

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Carl,
A have a couple of questions for you.

- How did you get your Elements catalog on your new PC. Do you still have your catalog folder from your old PC?

- Do you have your Elements catalog backup with you? It is always advisable to take a backup of your complete catalog if you are planning to move to a new PC.
If you have the backup, you would be saved from re-organizing. However if you deleted your media before taking backup, it would be of no use.

As far as I can understand your case, you deleted all your media from Elements catalog but it remained on your hard disk. So you have your albums but no media in it. If this is the case, then you have lost the organization you did in Elements as the deletes from Elements are propagated to revel, thereby deleting media on revel too.

Please try to find out if you had taken any previous backup as it would help you to restore the state till that point.

It would be great if you could explain me your workflow- what you did and in what order. It would help me in understanding the situation more.

Regards,
vaishali
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Carl J Sette

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I was able to restore my pictures from a backup but nothing seems to be syncing including REVEL, this morning I got an email telling me I was getting a refund on my purchase, what the heck is going on, I don't want a refund I just want things to work like they used to my case number on the email is 0066111924
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Peter Baust, Official Rep

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I believe the refund notification was associated with an Adobe ExportPDF subscription you had. Looks like you somehow had 2 subscriptions. Can you review the email and confirm that is the case?

Can you give some more detail on what you are seeing when you are trying to sync? I presume this from Elements?

-Peter
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Carl J Sette

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You are correct about the refund, thanks for checking. When I restored the backup it would not allow me to restore to "My Catalog" my old file so I had to create a new one called "Our Photo's" I was able to restore all my photo's but it does not look like it is syncing with Our Photo's. Altho it has sync'd with something because I have about 3500 photo's in REVEL now, just our last two vacations and a couple of odd shots taken on my phone tho. I really appreciate you sticking with me thru this.
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vaishali ahuja, Employee

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Carl,
Looks like in current situation, you have a catalog with 20K media.  You have marked all of them to upload to Revel. However 3500 photos have been synced but nothing beyond that? Please confirm.
If this is the case, could you please update Elements 12 to 12.1 if not done already. You can do so via Help>Updates.

If you are already on 12.1, please let me know if:

- you see an orange icon next to "Mobile Albums". If yes, what message it gives on double clicking.
- if no, do you see any spinner on right bottom indicating if there is some upload or download happening? If it shows, does the number shown in that message increase or decrease? or is it struck on same state?

Looking forward for your reply.

Regards,
vaishali
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Carl J Sette

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Okay, I upgraded to 12.1 this morning, I have restored MY CATALOG on my desktop twice since we last talked. Each time when I logged into Revel it wiped out my catalog and replaced it with the 3500 or so photo's that are on Revel. Is there a way to allow my desktop to override Revel. I dont want to lose My Catalog again.
Thanks again for everything.
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Carl J Sette

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Sorry I did not answer the rest of your questions, the orange ball says I am not signed into Revel, I know this because I am afraid of losing my photos. No spinning ball at the left bottom of the page because I am not logged in. What should I do?

OMG! it did it again, from 20 plus thousand to 3700 after I restored my catalog, what am I going to do
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vaishali ahuja, Employee

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Carl,
Since you have the catalog backup with you. You can restore it again and do not login with this revel id with this catalog. I suggest you to disassociate this revel id with your catalog. Doing so, there will be no link of your catalog with this revel id.
To disassociate your elements catalog with your revel id, signout from Elements from Edit>Preferences>Adobe Revel. Then click on signin again. In sign in screen, select "sign in as another user".

If you have those 3700 media in your elements catalog already, then you can go and delete the media on revel and mark the media for upload again from Elements by signin again with same revel id.

Regards,
vaishali
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Carl J Sette

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Okay, I think this is working, I had to get a new adobe ID carlsette@gmail.com, so I had to pay for extra storage over 5gb can you reverse that for me and roll over my subscription from cjsette@pacbell.net to carlsette@gmail.com. There are over 23K pictures so it will take awhile to sync but like I said it seems to be working. Will it keep everything in the albums too, I know they sync last so I will wait. Thank you, Thank you, Thank you for all of your help and patience with me.
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Peter Baust, Official Rep

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I'm working with the Customer Service team here on this.  We'll end up cancelling your original subscription in order to accomplish this (so don't be surprised when you see the email).  Will update you when it is complete.

-Peter
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Peter Baust, Official Rep

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OK, we've cancelled that original subscription and refunded you the remainder.  
Please let us know if you have any further questions or concerns here.

-Peter
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Carl J Sette

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Thanks for your help! It looks like my new account has stopped downloading pictures at around 6300 photo's. Like I maxed out at 2GB and it does not know I have a premium account. Can you check this out for me, things seem to be working again, I cant thank you guys enuff, I really appreciate this.
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Peter Baust, Official Rep

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Looks like you have > 9Gb of photos and the new account looks set up correctly.  Let me get Vaishali to respond.
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Carl J Sette

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I have 23,000 photo's not just the 1800 that have downloaded, why did it stop downloading.

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