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ScottyH
Participating Frequently
October 19, 2026
Question

40k+ photos and Classic not syncing with online. "Generate Diagnostic Report", "contact customer care"

I have a Classic catalog of 43,000+ photos (version 15.6 on Windows 11) that has been syncing with Lightroom online however something has gone astray recently and I get Sync Error showing maybe after a handful of photos have loaded. I think it’s overloaded and clogged and ticking Sync Keywords a few days ago probably did not help.

Sync Activity always shows the same approx 70 photos, all marked “Uploading”. Online there is no folder for Sync errors (or similar). 

I have unticked sync on all my collections and selected Rebuild Sync Data. I am told to that it’s recommended to Generate Diagnostics Report and contact customer care.

Trying here to load that diagnostics report I get “Sorry, we couldn’t upload your file because it's too big. Maximum file size: 50 MB”. It’s 321MB…

Advice on how to proceed appreciated!

Thanks, Scott

    2 replies

    ScottyHAuthor
    Participating Frequently
    October 20, 2026

    Hi Shishti

    Thanks for getting back.

    1. Difficult to pin any one thing, sorry. 
    2. I was seeing “LOCAL ACTIVITY - Sync Error” when expecting images to sync to the cloud or new images online not appearing in Classic.
    3. Files may be saved locally (15 years of past activity, or new scans) or in the cloud via my iPad for some more recent content.
    4. Yes, but…

    I have carried out some new tests since unticking all the syncing on the local collections adding a few new images and these have appeared online and quickly. When I add a collection to sync again and test a few changes on existing images then the changes appear to sync.

    But I still see “LOCAL ACTIVITY - Sync Error” and I do have a very stubborn list showing in the Sync activity report, about 130 in fact. Screenshot of first page attached. I don’t know if this will be the complete list? 

    It may be that in fact the sync is actually working OK despite the error message.

    If sync is in fact working then perhaps I can tidy the stuck activity list up - I can remove one at a time but perhaps there is a better appproach. Investigating each image in Classic and checking each asset path would however be very time consuming.

    Kind regards

    Scott

     

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    Srishti Bali
    Community Manager
    Srishti BaliCommunity Manager
    Community Manager
    October 19, 2026

    Hi ​@ScottyH 

     

    Thank you for reaching out and for providing a detailed explanation of the issue. I'm sorry to hear that you're experiencing synchronization problems with Lightroom Classic.

    To help us investigate further, could you please provide the following details?

    1. When did you first notice the sync errors? Did the issue begin after any particular update or change?

    2. Are you seeing any specific error messages when synchronization stops? If so, please share a screenshot.

    3. Where these files are saved and being synced from?

    4. Does the issue persist after restarting Lightroom Classic and your computer?

     

    Regarding the diagnostic report, since the diagnostic report is 321 MB and exceeds the attachment size limit, you can upload it to Google Drive or Dropbox and share the download link with us.

     

    Please ensure the file's sharing permissions allow us to access and download it. Once we receive the additional details and diagnostic report, we can investigate the issue further and determine the next steps.

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    Thanks, Srishti Bali | Community & Engagement Strategist, Digital Imaging | Adobe
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