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nancycoste
Known Participant
December 29, 2025
Question

Lightroom ecosystem: critical workflow blocked + Adobe Support unreachable

  • December 29, 2025
  • 1 reply
  • 223 views

I am posting here because after more than a month of ongoing issues, I currently have no reliable way to reach Adobe Support, and the support process itself has now become the main blocker to my work.

Context

I am a professional photographer working with the Lightroom ecosystem (Classic + Lightroom cloud/mobile). Lightroom is central to my livelihood and to active client deliveries, including a book project that should have been completed weeks ago.

Over the past month, I have been in repeated contact with Adobe Support regarding a serious Lightroom workflow failure. During this time:

  • My case has been reassigned and case numbers changed multiple times

  • Continuity has been lost repeatedly

  • I have had to re-explain the same issue across different agents and departments

Most recent failure (and why I’m posting publicly)

Today, I was given a scheduled callback window (1–3 PM GMT+3). I was available the entire time. No call was made.
This was not a missed call on my part — Adobe did not call.

After the callback window passed, live chat became unavailable, leaving no way to reschedule, no way to reach support, and no accountability for the missed call. At that point, the support system effectively closed itself after failing to follow through.

As a result, I am now facing another lost workday just to attempt to schedule yet another callback, which may again not happen. This cycle is not sustainable for working professionals.

Current impact

  • Client delivery delayed

  • Book project delayed

  • Forced into unstable workarounds outside Lightroom

  • Multiple full workdays lost to support attempts rather than actual work

At this point, the technical issue is compounded by a support access issue: when Adobe fails to call, there is no reliable path back to a human.

System details

  • macOS: Sonoma 14.6.1

  • Machine: iMac Pro (2017)

  • RAM: 64 GB

  • GPU: Radeon Pro Vega 56 (8 GB)

  • Storage: internal SSD + external SSDs

  • Lightroom Classic with Smart Preview–based sync workflow

  • Lightroom Mobile / Cloud involved in the workflow

What I am asking

I am not asking for special treatment. I am asking for:

  1. A single senior technician or escalation owner

  2. Continuity of case history

  3. A reliable way to contact support when scheduled callbacks fail

  4. A resolution path that does not require repeatedly losing full workdays

Lightroom is a professional tool. The current support experience makes it extremely difficult to continue using it professionally when something goes wrong.

I am posting here in the hope that an Adobe employee can help restore a direct, accountable support path — because right now, that path does not exist.

Thank you for reading.

1 reply

Noel Orridge
Community Manager
Noel OrridgeCommunity Manager
Community Manager
December 29, 2025

Hi @nancycoste! Thank you for reaching out! I'm sorry to hear about the troublesome experience you've had in the past few days. Could you please send me the following details privately, so we can review them in more detail and schedule a callback for you? Please privately message me:

- Your Case number

- Your Phone number

- Preferred day

- Preferred time for the callback

- Your time zone

 

Thanks a lot for your patience! 

Noel
N
nancycosteAuthor
Known Participant
December 30, 2025

Hi Noel,

Thank you very much for reaching out. I appreciate your help and would be grateful if you could assist in coordinating a proper callback and escalation.  I’ve tried to send you a private message, but the Adobe Community system is blocking me due to a private-message limit (“You have reached the limit for number of private messages”).

Here are the details you requested: except phone number which Adobe Has . 

Case number:
ADB-43223686-K2G0 (latest active case)

 

Preferred days for callback:
Sunday, Monday, Tuesday, Wednesday, or Thursday

Preferred time:
Between 1:00 PM and 3:00 PM

Time zone:
Saudi Arabia (GMT+3)

I’d also like to clarify the current situation, as there appears to be some internal confusion.

Today at 12:00 PM (local time), I received a phone call from an Adobe representative. During that call, I was explicitly asked to create a detailed diagnostic report in Lightroom Classic. I completed that report and sent it back as requested.

At this point, I am waiting for confirmation or follow-up, but I have not received any acknowledgment that the report was received, nor any indication of next steps. Meanwhile, my Lightroom environment remains in a broken and unusable state.

To summarize the core issue as clearly as possible:

  • There appears to be a backend corruption / “ghost image” issue affecting my Lightroom cloud state.

  • Even when creating a brand-new catalog and attempting a clean sync to Lightroom Mobile or Lightroom Web, the results are inconsistent and incomplete.

  • For example, when syncing approximately 2,000 images, only about 200 images appear on the cloud side.

  • This behavior occurs despite correct workflows and demonstrates that the issue is not catalog-specific and not user error.

  • Because of these ghost or mismatched backend records, standard solutions (new catalog, re-sync, export/re-import) are ineffective and risk further duplication or data loss.

At this stage, it is clear that this requires deeper backend investigation, not additional surface-level troubleshooting.

Thank you for your attention and for helping move this forward.

Kind regards,
Nancy Coste

sorry the private message was not working...I tried....

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