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architect22
Participant
March 11, 2023
Question

Lightroom Mobile library (All photos and presets) gone upon sign in..

  • March 11, 2023
  • 1 reply
  • 2091 views

I am a long term lightroom mobile user.. In desperate need of some help.. 

 

I called Adobe customer service earlier today and could not retrieve any help/solution to my problem.. 

 

I opened up LR mobile on my device (OnePlus 8 Pro), and was presented with an Adobe Account log in screen. First time I have ever seen this on any of my phones as far as I can recall. I last used LR mobile 11 days ago, no issues, everything was present, I made some edits and exports.. 

 

Upon signing "back" in with my account (also a paid CC member fwiw).. My app loaded and shows as 0 items, absolutely empty.. Obviously in a panic, I tried logging in online, no different.

I called Adobe customer service, he advised to ensure my account login is correct/the correct profile. I have no other accounts, therefore there would be no other options for signing in. 

He advised to check on my old devices if possible to see my old login/email to double check.. 

He also advised I might not have been syncing to the cloud this entire time which apparently is the only space my data saves.. Not sure.. All I know is from device to device, all my data is sync'd.. When I moved to my current phone, upon log in, all of my old photos from my old device showed up on my new device. However I think it was blurred showing that it was missing the raw data to link. I can't exactly recall or check at the moment.. 

 

All I know is everything was working fine until now.. Randomly asking me to sign in, and everything has disappeared.. I live a while out from my hometown where my old devices reside, I just drove back home tonight in a panic.. I checked my last/most recent phone used, opened lightroom and again am presented with the same login screen. I'm assuming this may be an update or something else. I'm afraid of logging in fearing I will face the same issue where all my data/library is gone..

Any advice/hints or direction on this? Curious who else may have faced this issue or has an idea what might have went wrong. Tried to be as thorough as possible in my breakdown, if anything needs clarification, please let me know. My first ever forum post here as well fwiw. Hope to get some responses.

Thanks in advance.

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1 reply

Jim Wilde
Community Expert
Community Expert
March 11, 2023

You say you "checked online", was that using the LrWeb app at lightroom.adobe.com? If that's the case, and that also shows zero photos, I think you'll have to wait for an Adobe rep to check the back-end servers to see if they can figure out what might be going on.

architect22
Participant
March 12, 2023

Hi Jim,

That is correct. No data/content within my library on lightroom.adobe.com... As per my call with an Adobe rep the other day, he did not allude or mention checking their back-end servers/history for anything. He more or less said if nothing shows up, it was "never" sync'd and/or I must be logged into another account. Neither of those are true on my end, rather all my work has disappeared. Really not sure why I was signed out of LR mobile on all my mobile devices, then upon sign in everything disappeared...

Still no dice..

Jim Wilde
Community Expert
Community Expert
March 12, 2023

Is you account a personal one, or is it part of a team/business/school account? It certainly looks like a brand new account, so I'm not able to suggest anything constructive. We'll definitely need someone from Adobe to investigate further.

 

@Rikk Flohr: Photography Could you have one of the team look into this?