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C
Chips
Participant
February 15, 2021
Question

Can't Open Lightroom

  • February 15, 2021
  • 3 replies
  • 288 views

I'm using Mac OS High Sierra 10.13.6 on a mid 2010 iMac along with Lightroom Classic CC, which updates automatically.  In late December, a grey question mark appeared over my Lightroom icon, and Lightroom will not open.  I plan to purchase a new iMac in a couple of months, but need to gain access to my Lightroom photos.  It appears that Lightrooom has no phone customer suppport.  Where can I get assistance?  Thanks!  Ralph   

{Moved from Lightroom Cloud to Lightroom Classic Forum by Moderator} 

This topic has been closed for replies.

3 replies

Todd Shaner
Todd Shaner
Legend
February 17, 2021

"Followed your instructions then quit when I was warned that using a new cataloge would cause me to lose access to my current one."

 

That sounds like you tried to install 'Lightroom' in the Creative Cloud app instead of Lightroom Classic.

 

C
ChipsAuthor
Participant
February 17, 2021

Finally had live, phone help.  Switched plan to Lightroom Classic 9.4, due to my old software.  Everything works.  Thanks for your attention, Todd.

 

 

Todd Shaner
Todd Shaner
Legend
February 16, 2021

You need to sign in using the Adobe ID and password you used when you purchsed the Lightroom subscription. See the below instructions.

https://helpx.adobe.com/manage-account/using/access-adobe-id-account.html

 

C
ChipsAuthor
Participant
February 17, 2021

Followed your instructions then quit when I was warned that using a new cataloge would cause me to lose access to my current one.  As you can see, I'm not savey regarding manipulating cataloges, etc. in LR.  I wasn't able to use the old cataloge and continue.  I then spent over three hours with Adobe support.  Using the chat function, I was transferred twice (had three different agents trying to help).  I gave the third access to my computer, so I thought I was finally getting somewhere.  The agent was able to gain access to my computer, but the arrow just clicked on a few different items, then disappeared.  I re-signed in twice with the same results.  Finally, I got a message that the agent had terminated the session!  Still need help (sorry).  Ralph   

Todd Shaner
Todd Shaner
Legend
February 16, 2021

The question mark icon on the Lightroom program icon indicates it is no longer installed (older version?). Open the Creative Cloud app and reintall Lightroom Classic 10.1.1 if it is not already showing as installed.

C
ChipsAuthor
Participant
February 16, 2021

Thanks, Todd.  I tried to download Creative Cloud and reinstall as you described.  I couldn't find a reinstall Lightroom option.  My only option is to purchase or get a one week free trial on a new Lightroom contract.  Do I have to purchgase Creative Cloud in order to correct my Lightroom reinstallation?  I'm already paying the monthly Lightoom fee.  Could you give me more specific steps to follow?  Sorry, I'm not experienced with Creative Cloud or fixing Lightroom.  I've had Lightroom for many years, and never had a problem until December 2020.  Thanks!  Ralph

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