P: (Customer specific) LR Classic showing inconsistent details about synching with LR Mobile

[eschurr]

When I click on the cloud icon in the upper right hand of LR Classic it says it is synching 1,759 photos.  If i click on the gear icon and go to the sync dialog it says it is syncing 25 photos.  It's been saying this for many weeks. I can't figure out what photos it's syncing (or not) and what is going on...?

[Rikk Flohr: Photography]

Neither I nor the engineer can download this file.  Can you review your sharing permissions?

[eschurr]

Thank you for your efforts and i'm sorry for trouble with the download. I'm having some challenges with DropBox.  Please try this link

https://www.dropbox.com/s/oa6kc4nhxuwwnhw/lrsync.lrcat?dl=0

[eschurr]

and if that doesn't work, you can also try this (this is the entire ZIP file)

https://eschurr-my.sharepoint.com/:u:/g/personal/eric_schurr_us/Eak98BRNyy5Hr3Lg7viTb_MBCHo3lYKisxj_...

[Rikk Flohr: Photography]

Instructions are on a direct message. Replay back here on the thread when complete. Thank!

[eschurr]

i really appreciate the quick action, thank you!  Unfortunately, i don't understand what the private message is asking me to do!  the only thing i can say is that i have not done anything special with those files.  

[Rikk Flohr: Photography]

The files I listed are in process from Android to the Cloud - they are holding things up right now. Can you log in your Android device and allow those listed files to complete syncing?

[eschurr]

What must i do to "allow theose listed files to continue syncing?"  LrM on my Android phone says everything is synced...?

[Rikk Flohr: Photography]

Locate one of the files I sent you privately on your Android device. 
In Lightroom Web (https://lightroom.adobe.com) verify that the same file is synced to the cloud and in the same folder/album as on the device. 

If you cannot locate the file on your Android device, then we have a different problem.

If you can locate the file on your Android device but it is not in the cloud then do you have a Sync Errors/Issues Album showing that lists that file name?

If you can locate the file on your Android device and in the cloud but it is not in your Classic Catalog - I need to know the file name. 

[eschurr]

Rick, thank you again for all your help. Your instructions were very clear.

I ranomly selected a number of files from the list that i received in the private message. ALL of them are on my Android device and LrWeb but NONE of them are in my LR Classic catalog.

Here are a few that I selected:

E:\My Pictures\LIghtroom mobile pics\2020\July\20200725_135102.jpg
E:\My Pictures\LIghtroom mobile pics\2020\July\20200725_155549.jpg

E:\My Pictures\LIghtroom mobile pics\2020\July\20200723_193556.jpg

Those photos are part of a group of photos that are all in a shared album called "Cleveland Summer 2020."   Note that:

• The shared album appears on my Android phone, LrWeb, and my LrC catalog.
• That shared album on LrC only has five photos in it, but on my Android device and LrWeb there are 19 photos in the album.
• All of the five photos in that album on LrC are also on my Android phone and LrWeb.

I hope this is clear and helpful.

[Rikk Flohr: Photography]

That is telling information. 

If you go to one of those photos and perform a minor edit - then move to a new photo to commit the sync - does that photo then sync to Classic?

If not if you perform the minor edit in Web instead of the Android device does it then sync?

[eschurr]

Sadly, it looks like the answer is "no."

I selected a photo that is on my Android phone but not in LrC and made a small edit on LR Mobilee, then moved to a different photo.

I also selected a different photo that is in LR Web but not in LrC and made a small edit in LR Web, then moved to a different photo.

I waited about 10 minutes, and in both sitautions the number of photos appearing in LrC from this album (and in the general library grid view) does not change.

[eschurr]

Rick,  i'm just checking to see if the information i gave you was what you were looking for....

[Rikk Flohr: Photography]

I've sent you a log collection tool and instructions via email. 

[Rikk Flohr: Photography]

Customer reports fixed

[Rikk Flohr: Photography]

Resetting investigation on reopening of the bug. 

[eschurr]

Thank you, Rikk.

Here is some additional info:

I’ve been suspecting this for a while but haven’t been able to address it.  But today I paid attention, and my LrC is still stuck on syncing 1,759 photos.

Today when I started LrC  and clicked on the cloud icon it said it was syncing 1,966 photos. Taat made sense because i'd added some new photos. The number went up and down many times, but settled on the number that it has always been stuck on: 1,759.

It seems that the new photos i added synced but there are still 1,759 photos "stuck" somewhere trying to sync, draning resources on both my PC and the Adobe Cloud.

I’m using the latest version (12.2.1) on a Windows PC (the same one I’ve been using during our entire exchange).

I sure would appreciate some help.

[eschurr]

I get this message every time i shut down LrC.

[eschurr]

Gosh, i'm hoping someone (espeically at Adobe) has some thoughts on this problem...

[eschurr]

Is there no one with a thought on this problem? i can't fix it and i'm not getting any replies from Adobe.