Known Participant

P: LrC<>Lr iOS: Error 19650929 when opening on iOS after app update

Forum|Forum|3 years ago
June 28, 2022
28 replies
12524 views

Since at least June 19th—shortly after the release on Lightroom 7.4.0 and 7.4.1—Lightroom for both iPadOS and iOS frequently start with the following error:

"Lightroom detected an issue, please quit and restart the app to resolve. Error code: 19650929"

As a result of this, I have been unable to effectively use Lightroom on either my iPad or iPhone for a week. (My iPad is my preferred Lightroom device.)

Troubleshooting Steps

Restart Lightroom: This will typically throw the error again, although occassionally it loads successfully. I often need to restart the app 5+ times before it will successfully load.
Restart i(Pad)OS: No different than just restarting Lightroom.
Reinstall Lightroom: This will load successfully, ask me to login, and then begin synching my photos. The next time I start Lightroom, however, I will typically get the error. I've done this around ten times on my iPad.

Technical details

iOS

iOS version: 15.5 (19F77)
Device: Apple iPhone SE (MLMC2LL/A)
Network: WiFi

iPadOS

iPadOS version:
Device: Apple iPad Mini 4
Network: WiFi

Lightroom

Subscription: Photography plan (20GB)
Synced Photographs: 68,064
File Format: RAW (CR2, DNG)
Sync Format: Smart Preview
File Source: Lightroom Classic (via synced collections)

Show previous replies

K

kyleh98548143

Participating Frequently

Yes, please, I like to help by providing logs.

C

Charlie.D

Community Manager

Hello @kyleh98548143

Apologies--I missed your comment. If still possible, I would still like to gather a diagnostic log from you for our developers. If so, let me know and I will send a direct message with instructions to you.

Hello @jaume328984720b81

Same as I mentioned just above, please let me know if you would be able to try some steps to send me a diagnostic log. Otherwise, if your need to resume iPad work is more urgent, does it help to reinstall the app? I would try that only after ensuring the iPad has a full iTunes/iCloud backup first, or if you are certain no new imports/edits from the iPad were still waiting to be synced.

J

jaume328984720b81

Participant

I am having this issue after updating to version 9.0

what should i do?
I have my images synced with LR classic so i supose (and hope) there is no need to worry about deleting anything.

M

Mackenzie316476472yip

Participant

Error code: 19650929 - Do we have an update on this? After the latest upgrade 8.4.1 I'm no longer able to access Lightroom on my iOS. I've closed all other apps, reopened Lightroom by itself, restarted my iPhone. Not sure what else to do here and I won't delete the app since it's clear I'll lose all my photos and filters.

C

Charlie.D

Community Manager

Hello @Mackenzie316476472yip

I'm not aware of any concrete solution for this issue yet. Notes I see indicate it's rare and difficult to reproduce making it hard for engineering to debug. Any updates will be posted here of course.

In the meantime, I do recommend you at least copy your original images out of the free Lightroom app cache, using iTunes or the latest Mac OS Finder, as described here: https://helpx.adobe.com/lightroom-classic/kb/recover-lightroom-mobile-photos-itunes-file-sharing.html Unfortunately, this will not save edits or presets. If possible, I recommend making a full iOS backup of your device which you could restore later. That way, once a solution is found, you will be able to restore your backup and recover lost presets (and edits) as they exist today. I really wish I had better news for you.

If you are willing to work with me further, I would pass your steps to obtain and share with me some diagnostic info that could help our engineers debug this. Please let me know if you are interested in working with me on this -- the steps I would share might take 10-20 minutes to follow -- let me know.

Kind regards,
Charlie

K

kyleh98548143

Participating Frequently

@Charlie.D I have the same issue and would like to do help you with diagnostic info. I recently started using Lightroom on iPad as a test and don't have anything to lose -- everything I have is synced elsewhere. Just now, I reproduced the same error, which remained after waiting 10 minutes. I am running iOS 15.4.1 with an iPad (6th generation) using Lightroom 8.5, 51 free GB.

B

B283903549jl4

Participant

Uso o app para iphone há anos, mas desde novembro de 2022 ele não abre, não carrega. Aparece sempre esse mesmo erro depois de alguns minutos. Já atualizei o app, mas não quero ter que desinstalá-lo porque sei que perderei meus presets. Uso a versão gratuita. Alguma ideia do que pode causar isso ou se tem solução? Devo apenas aguardar um milagre?

Deixei um comentário na apple store e a única resposta que tive do Desenvolvedor é que deveria acessar esse link e relatar meu problema aqui, acompanhado de uma captura de vídeo. Espero que alguém saiba me ajudar.

WhatsApp_Video_2023-02-13_at_15-53-11.zip

C

Charlie.D

Community Manager

Hello @B283903549jl4

You are correct -- do NOT delete the app. Deleting the free version of Lightroom will delete all the images and edits that are stored inside Lightroom.

We released a new app verison today, Lightroom iOS 8.2 -- if you search for Lightroom in the iOS App Store, you should see the update appear. Does updating to 8.2 solve your problem?

Does it help to reboot your device?

A

A284718289p1p

Participant

Will this issue with error code 19650929 ever be resolved? It started last year and no updates to the app have made any difference. Rebooting device doesn't make a difference. It just constantly brings up the error message.

H

Help888

Participant

Hi, I updated my Lightroom app to version8.0.1 on my Iphone 12 one week ago and now when I start the app it comes up a red square saying "A problem has been discovered in Lightroom. Close the app and restart to solve the problem. Code: 19650929" See picture.

Does this mean that all my photots are gone?

I have tried to reopen it but it does not work and also restart my phone.

I hope someone can help me so I can get all my photos back!

Ian Lyons

Community Expert

Moved to Lightroom ecosystem as issue relates to iOS mobile.

TyrvenAuthor

Known Participant

Ignacio,

It does, in fact, appear to be a more persistent issue on the iPad than on the iPhone, though it certainly affects both. As noted, restarting the device does not have any apparent impact.

The error occurs approximately sixty seconds after starting the app. I haven't tried allowing it ten minutes beyond the error message. It doesn't give any indication that it's doing anything at that point, though I haven't e.g., monitored network traffic.. Next time it happens, I'll give it ten minutes to see if it's able to e.g., finish syncing.

Jeremy

I

Ignacio B.

Community Manager

Yes, this error message is there to indicate that the startup time has vastly been exceeded.

The reason that I ask about waiting longer is that whatever task is beinged worked on.
Once finished: it might no longer need a long startup time.
So it might just be a bump that you need to pass once.
Unless you see this differently on the phone of course.

If you go to https://lightroom.adobe.com and compare, do you see all the 68K images there too?

Thanks,
Ignacio

J

Joyce Andersen

Participant

Yes, I can see all the 68K images there on the above link. However, I am having the same issue where I keep getting the same error message every time I try to open Lightroom on my iPad Pro.

I

Ignacio B.

Community Manager

Hi,

thank you for reporting this.
An uninstall should not solve the issue.
Do I understand it correctly that it's a bigger issue on the iPad than on the iPhone?

Does this issue go away if you wait for several minutes (max 10)?
Does it help to restart the device(s)?

Thanks,
Ignacio

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