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J
JMBassist
Participant
January 28, 2025
Question

Lightroom iOS photos don't show up on cloud

  • January 28, 2025
  • 1 reply
  • 830 views

Tl;Dr.: I use the same email in every device but still Lr web and desktop versions show a different catalog than mobile and I can't find a way to make them sync

 

A couple years ago I started using Lr mobile on my iPhone 11 and later on subscribed through App Store. But whenever I tried to see my catalog on Lr web, only a different set of photos (from an older phone and pc) shows up.

Last December I cancelled my App Store plan to get the Photography 1TB and thought that now everything would sync. Still doesn't work.

It's as if the photos never upload to cloud, but I know they do since my phone storage is only 64GB and when I import new photos, they eventually free up space. Speaking of storage, in every platform it says I'm only using ~200MB out of 1TB which doesn't really make sense due to the actual amount of data. When I tried Adobe support, they said I had 120GB out of 40GB (that was before I upgraded, the guy didn't seem to understand or care much about my issue). I looked up and down all over the Internet and couldn't find anyone with the same problem.

 

I have around 10k photos on my phone right now and I really wanted to work on some of them on my computer but exporting everything would take forever, so I really need syncing to work. 

 

Any suggestions? I've seen a similar problem involving Enterprise accounts but I only ever had a personal one.

    1 reply

    I
    Community Manager
    Ignacio B.Community Manager
    Community Manager
    January 28, 2025

    Hi,
    this looks very odd.
    What would be helpful would be if you could create a diagnostic log for us to investigate.

    If you use the native mail client on your device you can do so by:
    1. tap on three dot button on upper right corner of screen
    2. tap on Help & Support
    3. Do a long tap on Access our support forum (2:nd menu item)
    4. In App Diagnostics dialog - tap on Create
    5. Send us the log

    Best regards,
    Ignacio

      J
      JMBassistAuthor
      Participant
      February 13, 2025

      Hello,

      Okay, so I sent the log on two occasions, 5 Feb and 10 Feb but I got no answer, not even a confirmation.

      The issue persists and the other day I had to export almost 200 RAW originals from my phone, which took hours, hindering my entire workflow.

       

      Thanks for the reply, hope someone can help me fix this soon 

      C
      Community Manager
      Charlie.DCommunity Manager
      Community Manager
      February 14, 2025

      Hello @JMBassist 

       

      Apologies for the delay.  After some investigation, the server team identified older, previous catalogs used by your account.  They can help by archiving your current small catalog, and then deleting the current catalog that exsits in cloud storage.  This will allow your LR apps to restart syncing and upload all images already imported into your LR apps.  Also, they would make an archive of the current / new small catalog in use, and share this back to you.  This will allow you to re-import your most recent images into the restored catalog.

       

      Action from you is needed:

      Before our server team can help, they need you to:
      1. Make sure sync is complete on any sync devices

      2. Close Lr on all those devices after sync is complete

      3. Let us know this is done by replying here.

      4. Wait to hear from us -- don't open Lightroom on any device before we message you things are ready.

       

      Once the account healing is done, we will message you.  You can then use Lightroom on any device and should see the same images on all devices.

       

      Thank you!

      --Charlie.D

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