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Participating Frequently
October 28, 2020

P: Desktop: Unable to connect to the network.

  • October 28, 2020
  • 56 replies
  • 3010 views

After upgrading to Lightroom Desktop 4.0 (Cloud), all my synced folders are gone. Online version and iOS app versions are both working normally, so why is the Desktop cloud version failing to sync?

This topic has been closed for replies.

56 replies

Participating Frequently
November 6, 2020

I guess I have to wait. Frustrating.

Participating Frequently
November 5, 2020

Do I have you today? What are the next steps, given the information I provided to you?

Participating Frequently
November 5, 2020

Sync is still frozen at 71 photos.

Participating Frequently
November 5, 2020

Removing the problem files was not straightforward, other than temporarily deleting them from Finder and LR Classic to get them to disappear from the erroring syncing files list. Also found a significant number of RAW files that I had previously synced to an older Target Collection which removed them from all synced photos on the Lightroom Online. Now there's zero files with errors in the sync backlog. So no more sync issues in the list of files, but it's now stuck at 71 files currently syncing and the number hasn't decremented in over 30 minutes. I thought I would temporarily remove whatever the currently syncing file is, perhaps to see what happens with sync progress, but I have no idea which one it is.

And I did load Lightroom Desktop and despite the removal of the files with errors, the app still cannot connect to the Cloud Storage location

Participating Frequently
November 4, 2020

The sync count number has fluctuated between mid 70s to mid 80s, but never below the Mid 70s. I can certain temporarily remove files from the sync. Will observe the sync progress afterwards and update here when I'm done.

Rikk Flohr_Photography
Community Manager
Community Manager
November 4, 2020

Thanks for the screenshot.  Do the counts ever change or are they still stuck at the same value?

If the latter, can you scroll down that dialog and find the Pending Item and locate it in your "All Synced Items collection in the Catalog Panel.  Remove it from its syncing collection and all synced items and see if the sync continues or gets stuck again. (We can add that file back later. 

Rikk Flohr: Adobe Photography Org
Participating Frequently
November 4, 2020

Thank you.  Here's the screenshot requested. I tried working with Adobe Care last week and it was not a satisfying experience.

Rikk Flohr_Photography
Community Manager
Community Manager
November 3, 2020

"I've been seeing it since the upgrade, so yes, I'm VERY aware. You've made some kind of unfounded assumption I'm on a corporate network."

Not at all. I am simply trying to determine the state of your network - wherever it is. I asked questions trying to cover the gamut of possibilities as the state of your network was unknown. 

You have multiple unrelated issues that I think getting cross-threaded here. 

  1. You have an incomplete sync from Lightroom Classic to the cloud.  (not an uncommon occurrence and it muddies the waters of your other issue) 
  2. You have a presumably intermittent network connectivity problem with LIghtroom Desktop which has only occurred since the 4.0 update.  (this is a new issue and so far you are the only report I've seen in 4.0)

I think we are best served to tackle them one at a time and not cross the streams.  If you would prefer to do that with on-line support they can be contacted at Adobe Care and an agent will work with you.  You can reach them via: https://helpx.adobe.com/contact.html 

If you would prefer to work via the forum I am happy to continue.  If we do continue, the first step will be ignore Lightroom Desktop until Lightroom Classic agrees with the cloud and is fully synced. It will be difficult to evaluate Lightroom Desktop's status without allowing Lightroom Classic to complete what it is doing. 

All of the information you've shared thus far has been about your Lightroom Desktop Environment.  We need to concentrate on Lightroom Classic now.

  1. Launch Lightroom Classic with sync unpaused and wait 30 minutes before proceeding to step 2.
  2. Please go to Lightroom Classic>Preferences…>Lightroom Sync
  3. Wait for at least 30 seconds to allow the dialog to populate
  4. Make sure you have expanded the disclosure triangle to the left of the words "Sync Activity"
  5. Screenshot the Sync Activity section of the dialog and post it in your reply

Rikk Flohr: Adobe Photography Org
Participating Frequently
November 3, 2020

Yes, I'm quite well aware that my Lightroom (Cloud Service) is not connecting to the "network". I've been seeing it since the upgrade, so yes, I'm VERY aware. You've made some kind of unfounded assumption I'm on a corporate network. This is all on my home network. There are no firewall rules or any other obstacles placed in front of Lightroom such that it is prevented from reaching the "network". If I sound irritated, frustrated and impatient at this time, its true. This would go so much better if your support team would set up a call with me and we could enable some desktop sharing so y'all could see first hand what's happening here.

Before the upgrade to v4 a connection to my Adobe Cloud partition from Lightroom (Cloud Service) was NEVER an issue. I've said this before, but I'll say it again as I feel no one is listening... This is a new issue that ONLY appeared AFTER the upgrade to v4.

I should also point out that reaching my account settings from the "Manage Account" link in the Preferences pane navigates to my account page without any issue.

Also continuing to point out that after days-and-days of files appearing to sync to my Adobe Cloud partition from Lightroom Classic, I have no idea what's happening at its basically telling me it's syncing but in reality syncing is not happening... PERIOD! Screenshot for edification.

Rikk Flohr_Photography
Community Manager
Community Manager
November 3, 2020

Thanks for the dialog. The Graphic contained your Adobe ID and I have removed it for privacy and safety.

Your Lightroom Desktop App is not connected to the network. Have you reviewed firewall settings and any corporate policies which may be in place to ensure that Lightroom is not being blocked? 

Rikk Flohr: Adobe Photography Org