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brendagisselle
Participant
August 18, 2020
Answered

Fixed: Missing Images and Presets after Lightroom Mobile 5.4 update

  • August 18, 2020
  • 82 replies
  • 10759 views

So, Lightroom automatically updated and I lost everything I had until this morning when I last used it.

 

I hope theres a way to recover my work back.

 

 

 

{Moderator Note: Edited the thread title, LRMI-4199043}

    This topic has been closed for replies.
    Correct answer Sahil.Chawla

    Hi All,

    We are aware that some customers who updated to Lightroom 5.4.0 on iPhone and iPad may be missing photos and presets that were not synced to the Lightroom cloud. 

    A new version of Lightroom mobile (5.4.1) for iOS and iPadOS has now been released that prevents this issue from affecting additional customers. 

    Installing version 5.4.1 will not restore missing photos or presets for customers affected by the problem introduced in 5.4.0. 

    We know that some customers have photos and presets that are not recoverable. We sincerely apologize to any customers who have been affected by this issue. 

    If you are affected by this issue, please refer to the information in our forum.

    See this article for more details. 

    Regards,
    Sahil

    82 replies

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    cynthiag65480175
    Participant
    January 8, 2022

    I updated Lightroom after several months not using it, and that erased ALL of my photos. Tens of thousands of photos over 10+ years. This happened on January 8, 2022. I see now after searching the support community that there was a problem with updates some time ago, but this is still happening in 2022!! What can I do to recover my photos?

     

    C
    Adobe Employee
    Charlie.D
    Adobe Employee
    January 11, 2022

    Hi @cynthiag65480175 and @benjamingordon 

    While this old Lightroom Mobile issue may sound like something you are experiencing today, respectfully, this issue first mentioned here has long since been resolved. 

     

    More often, when people are experiencing similar trouble now and find this page, what has most likely happened is:

    1. users have signed out and signed back into Lightroom Mobile with another email ID, meaning the user has signed into another Lightroom account that has never imported the images and presets from the first account. 

    --The solution:  sign back into the original account.

     

    2. free users delete/re-installed Lightroom Mobile.  Users of the free app who are not syncing/backing up to cloud storage have deleted and reinstalled the app.  The free app does not sync, so when the app is deleted the images and presets inside the app (that live only inside the app) are deleted too. 

    --The solution: Do Not Delete Lightroom Mobile; if you did, you must restore from a device backup, or reimport photos & presets, or recreate your own user presets.

     

    3. free users on new devices:  even when signing into the correct free account on a new device, the images and presets that were never synced to Lightroom cloud storage exist in Lightoom local storage on the original device.

    --The solution: do a full backup of the original mobile device, and restore that backup onto the new device.

     

    Is it possible one of these scenarios / solutions fit your situation?

    N
    Nurul5ED1
    Participant
    September 8, 2020

    i also have the same problem . i'm so dissapointed with lightroom . all my own preset that i create have been.missing huh

    B
    benjamingordon
    Known Participant
    January 3, 2021

    i lost so many photos too!

    cant believe there isnt a way from adobe to recover them!!!

    surely they should compensate us?

    A
    Amber5C3D
    Participant
    August 27, 2020

    I am having the same issue and reached out to customer support on 23Aug2020 and said it would be transferred to the engineer team to fix and should have resolution in 48 hours.  I followed up via email with no response.  I reached back out to support team today and was directed to post in this forum to "resolve" the issue.  I am not sure why I have to come here to say that I still need help fixing this ongoing issue.  Please can I get an update on how to fix this?

      I
      Isabella0101
      Participant
      August 26, 2020

      I lost all my photos from 2020 and all my presets, it was really such an annoying and disappointing problem, please take care for it not to happen again. 

      selondon
      Community Expert
      selondonCommunity Expert
      Community Expert
      August 25, 2020

      Another option apart from restoring from a old iCloud back up may be to try iTunes File Sharing (if the iOS storage setting indicates data is still present) although I doubt if you would have much luck:

      https://helpx.adobe.com/uk/lightroom-classic/kb/recover-lightroom-mobile-photos-itunes-file-sharing....

      R
      Rui5EC0
      Participating Frequently
      August 25, 2020

      What adobe said in that email is right, if you guys have a backup from your iphone on the Apple Cloud, and you have everything syncing there, maybe you can try to restore a version previous from the day of your Lightroom update and save everything from that point. I just excluded that option because I don't have backups on Apple (another montlhy expense) but since there's so many people here with this problem, thought it could be useful to anyone as a Light in the end of the Room. Not sure if that works but I would try that if I had backups 🙂

      R
      Rui5EC0
      Participating Frequently
      August 25, 2020

      But anyway I agree that support/responses from Adobe in this case just lack something, after one of the worst messes in software products I've experienced in the last years.

        A
        Azul98A2
        Participant
        August 25, 2020

        I have the same problem, Is there a form to fix it? I mean I want to have back all of my presets and photos

        W
        Wikanda0101
        Participating Frequently
        August 25, 2020

        No they can't fix it, you can see as below.

         

        N
        Nasrin5E57
        Participant
        August 25, 2020

        I've got that issues too

        W
        Wikanda0101
        Participating Frequently
        August 25, 2020

        Yes many people facing this problem. And Adobe can't fix it.

        IsabeleTorres
        IsabeleTorres
        Participant
        August 25, 2020

        Anyone solved the problem? I've lost everything since 2018. It's so frustrating to lose all the presets and photos.

        W
        Wikanda0101
        Participating Frequently
        August 25, 2020

        No sis, they can't fix it. And I got email from Adobe and you can see the pic below.

         

        In my opinion I think what we can do is just accept that we can't get everything back as before...

        This is really a huge mistake of Adobe. What's wrong with 2020........

        T________T

         

         

        hellokittybethers
        hellokittybethers
        Participant
        August 25, 2020

        So what are we expected to do? I reached out to customer care and they told me to post on here. There is no help being offered, just a blanket apology?? Many of us have lost presets that took lots of time to develop and photography work that generates our income. I think there needs to be a premium refund at the minimum for 2020 paying subscribers. This is beyond disappointing and frustrating. 

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