Inspiring

P: (Customer Specific) Unable to display previews in Grid view.

Forum|Forum|3 years ago
August 30, 2022
9 replies
302 views

I've had two sessions with Adobe support for Lightroom Classic Case ADB-25583947-S0X9. Neither has solved a problem that's been going on for two months. They promised another share session and CLAIM they are not able to get through to me. All I get is a voicemail saying they've tried on both my contact numbers BUT neither phone rang, I've not been on either phone and this has happened two days in a row. Then I get an email with a link for a share session. I click on the link and get message that I was trying to use an invalid session key. I WAS NEVER GIVEN A SESSION KEY, JUST THE DAMN LINK. It seems to me that Adobe is out of ideas on trying to fix my problem and just trying to frustrate me so I will give up. Adobe, please I hope somebody who really cares at all will read this and try to help.

Windows

This topic has been closed for replies.

N

Nature LightAuthor

Inspiring

I'm going to trust now in Adobe follow-up as we have seemed to make a breakthrough on progress with the actual bug report. I sincerely appreciate the willingness to help, but let's not muddy the water up and also take more of your time or that of others on the community site. Many thanks.

GoldingD

Legend

3 of 3

A screen capture of the folder your catalog is in, as shown in your OS file browser, may be helpful.

GoldingD

Legend

2 of 3

~~What type of hard drive do you have your catalog in? It is a hard drive correct? Not a NAS, a Server Share, or the Cloud? (SYS info, may or may not be clear on this)~~

From that other posting of yours, K drive, a hard drive. So nether mind.

GoldingD

Legend

1 of 3

Please post your System Information as Lightroom Classic (LrC) reports it. In LrC click on Help, then System Info, then Copy. Paste that information into a reply. Please present all information from first line down to and including Plug-in Info. Info after Plug-in info can be cut as that is just so much dead space to us non-Techs.

Ahh, I see from another post, another issue, that you have posted this info before, has it changed? And so other members do not to need to go hunting for it, perhaps you can still reply with it. That other posting being:

https://community.adobe.com/t5/lightroom-classic-discussions/lightroom-classic-2022-becoming-unuseable/m-p/13060350#M281666

GoldingD

Legend

While you wait once again for actual Adobe support, hopefully from an actual Adobe tech in the U.S. instead of a outsourced help desk in India this time, perhaps members in this community, and we can care less about the apparent disaster at Kelby One, can assist.

To that some inquiry's. This will involve information on your LrC, on your computer, on your file system, etc. And may be assisted by posting screen captures.

I will intentionally make separate reply's. Other members may hate that, but I find it best to separate some inquiry's as to not muddy the waters up.

If you would rather not, just state so, and we fellow members will go silent (most likely)

Yes the Kelby One membets probably asked these auestion before.

Rikk Flohr_Photography

Assigning bug number - updating status
LRD-4210341

Rikk Flohr: Adobe Photography Org

Rikk Flohr_Photography

Greetings @Nature Light

Reviewing your case notes, it looks like you were having a problem viewing thumbnails on your Lightroom Classic catalog.

Are you still experiencing the issue?

There is a wealth of help available here at community forums and it is very probable that we can assist you here. If you could give us a brief summary of your current state and what you've tried so far, we will try to help you.

Rikk Flohr: Adobe Photography Org

N

Nature LightAuthor

Inspiring

Rick,

Yes I am still experiencing the problem and now Adobe has gone dark on me. No offense, but I’ve been through all the expert suggestions on the Kelbyone community and none solved the problem. That thread went on for pages and seems pointless to try and recreate it here. Basically LR will not consistently display previews in grid vied. I have rolled back to earlier versions, uninstalled LR and reinstalled, deleted all previews, reset preferences until I’m blue in the face. Kelby Community ran out of ideas so called Adobe Support. Adobe support phone tech could not solve. Said he escalated. Then did several screen shares with Ravi Kumar who witnessed the problem. After the first share he uploaded my catalog to cloud so they could download there, had Engineering "fix" it, and sent it back. Problem still existed. He again witnessed this on the second screen share. He left it with me that it would need escalated higher and to be patient as it may be a while. Well that was weeks ago and not a peep from Adobe since. I’ve called the support number, given the case number and been told I’d get a call back. I got no call back. I’ve sent multiple emails to the address to which Ravi previously responded and no reply. This is unbelievably poor “support” from support. Nobody can take a couple minutes to give me a status update or call?????? The problem began in June. It’s now September. I’m reduced to tasks taking 2,3,4 or more times as long while I wait on LR to work. I’ve even gone to Bridge but that is inherently slow showing thumgnails since it’s a browser. I’m totally disgusted so if you are an Adobe employee, I have one simply request…get somebody to do something!!!!!!!!

Rikk Flohr_Photography

Let's start at the beginning:

Description of problem: Previews do not display in grid.

You say above "not consistently" does that mean they sometimes show or never show?

You are a Windows User.

What is your installed Windows Version Number:

You are a Lightroom Classic Customer.

What is your current installed Lightroom Classic version number:

What is your installed GPU:

Current Driver Version number:

Do you have multiple GPUs?:

If so, describe:

Steps taken so far:

Uninstall/Reinstall (Were any of these attempts a clean reinstall?) *
Rolled back to previous versions
Preference File Reset
Deleted Previews (how did you do this?) How did you rebuild afterwards?
Tried new catalog from export and thumbnails show up there (This information comes from a PM. you contacted via Instagram)
Catalog sent to engineering for repair (returned? still won't display previews?)
Please list any other troubleshooting/repair steps you took from Kelby Group's advice:

In your reply to these questions, please include a screenshot of your Windows Explorer showing the location of your Catalog and your previews folders. It would be helpful if it contained the full path for the folder.

*Clean Lightroom Install Procedure

Close Lightroom
Restart the computer
Use the Adobe Creative Cloud App to uninstall Lightroom
Restart the computer
Install Lightroom via the Creative Cloud App without launching any other programs.
Restart the computer
Launch Lightroom
Wait 5 minutes

If you prefer to discuss this outside of the forum you can direct message me for my email and send the answers there.

Rikk

Rikk Flohr: Adobe Photography Org