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dja14a
dja14a
Participant
May 17, 2021
Question

Lightroom Classic Desktop Not Synching to Cloud / Mobile Devices - Perpetually Stuck 1100 Images

  • May 17, 2021
  • 2 replies
  • 519 views

I have read numerous threads on this topic and still have not found a solution.  My desktop version is perpetually stuck at 1100 images.  I have had Adobe technicians remote in numerous times. I have tried rebuilding the sync data.  All to no avail.

 

LR Desktop Synced Images: 98,258

LR Mobile All Images : 99,358

Local activity = 1,100 images in perpetual sync.

 

I have sent diagnostics report to Adobe and I keep getting the "engineers" are working on the solution.

 

My case number is over a month old.  

 

There are no synch errors when you look at the sync activity on desktop.

 

I have asked numerous times to provide feedback from the diagnostics report for which images causing the sync error.  No response.

 

The chat people keep telling me to be patient.....waiting over a month for a solution that has paralyzed my workflow is beyone infuriating.

 

Does anyone have any suggestions on how to get this resolved?  Adobe has done a fantastic job of preventing you from being able to talk to a live person in the United States who can actually give you answers not from the script.  Makes me regret ever switching to subscription service from Lightroom 6.  Editing on multiple devices is useless if it doesn't work.

 

Any help would be greatly appreciated.

 

dja

 

    This topic has been closed for replies.

    2 replies

    dja14a
    dja14aAuthor
    Participant
    June 19, 2021

    Moved on to version 10.3....still same issue....now stuck at 576 issues....

     

    Does anyone have any ideas on how to get Adobe to fix this case that has been open since mid-April.

     

    I don't know what else to do.

    K
    kevanhuntphotography
    Participating Frequently
    May 19, 2021

    You have my sympathy I have the same problem.

     

    I have found that if i pause syncing, then shut down LR and  restart sometimes the Syncing icons reappear and i can restart syncing and LR syncs to the mobile and Portfolio.

     

     

      dja14a
      dja14aAuthor
      Participant
      May 25, 2021

      Unfortunately this did not solve my problem.

      Live chats go nowhere.

       

      Was on hold for 30 minutes yesterday when I called.  Person who barely spoke English came back on...told me Senior Technician will call me back in 30 minutes.  I confirmed my time zone and phone number......drumroll.......never called back.

       

       

      This is beyond infuriating.  Hey...but as long as they have record profits....why should they care...

       

      Company Generates Record $1.8 Billion in Operating Cash Flows During Q4; Surpasses $10 Billion in Digital Media ARR

       

      https://news.adobe.com/news/news-details/2020/Adobe-Reports-Record-Q4-and-Fiscal-2020-Revenue-december/default.aspx#:~:text=during%20the%20quarter.-,Fiscal%20Year%202020%20Financial%20Highlights,earnings%20per%20share%20of%20%2410.10.

       

      May 17,  3:19 PM

      We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

      You are now connected to Eshan, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

      Eshan

      Hi, thanks for your patience, I'll be happy to help you, please give me a moment to read through the subscription details.

      Eshan....can you provide me an update on status with engineers......another week has gone by....and the functionality of the product is not working.

      I have not received any communication from Adobe.

      Can you advise me on how do I go about resolving this ongoing saga.

      Eshan

      I’ll be happy to assist you with an update on your ongoing case.
      Please allow me few minutes while I check for the same.

      David, thank you for being patient. As i can see you have contacted multiple times and also your case is being actively worked upon. We request you to please be patient for the update. Your assigned agent who is handling your case would get back to you shortly.

      Read Entire Message

      Eshan....how would you define patient? Do you feel that over 1 month is not patient? It is not unreasonable for a paying customer to either to have a) a solution in this timeframe b) an estimated timeline. My workflow is completely paralyzed.

      Read Entire Message

      Eshan

      David, before an Adobe support staff I am an user of Adobe apps just like you. I totally understand what you must be going through when your productivity apps do not work when you want them to work. But as I can see you are a loyal customer of Adobe. We request you to have faith in us and trust me I would mention in the notes so that the agent would get back to to at the earliest. Shall we do it together?

      Read Entire Message

      We shall. What I expect is for Adobe to a) solve the issue in a reasonable amount of time b) Adobe to recognize the loss of productivity from this and to credit my account appropriately.

      Eshan

      We totally acknowledge to both of your requests. We could consider your request b).

      Thank you. I look forward to Adobe's solution. Have a good day.

      Eshan

      Thank you Stay safe!

      Conversation ended

      May 17,  3:59 PM

      We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

      You are now connected to WILMA, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

      Conversation ended

      Today  9:42 AM

      We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

      You are now connected to Deepak, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

      Deepak

      Hi, thanks for your patience, I’ll be happy to help you, please give me a moment to read through the subscription details.

      Adobe Case ADB-18958147-Q7C9

      Another week.....no response from Adobe to my problems.

      Please do not ask for me to be patient any longer. I need answers.

      Deepak

      Let me check on this case right away. Please allow me a moment.

      Support case ADB-18958147-Q7C9: lrc 10.2/ win 10/Storage and Sync/sync stuck
      Apr 14, 2021
      Status: Active

      Deepak

      Thank you for patiently waiting. I see this case has been escalated to our senior technicians and currently they are reviewing it. You should be getting an update regarding this issue shortly. However, I have once again made a note on this so that they are notified. We request your patience on this as we are shorthanded right now due to global pandemic. Hope you understand.

      I do not understand. You have not adjusted the price because of global pandemic. You charge me month after month for a product that does not work. You are taking my money...and not providing me with answers. Please connect me to somebody that will provide me with confirmation I will receive a refund for the time that I have lost for this horrible customer service.

      Read Entire Message

      Adobe Reports Record Q4 and Fiscal 2020 Revenue

      https://news.adobe.com/news/news-details/2020/Adobe-Reports-Record-Q4-and-Fiscal-2020-Revenue-december/default.aspx

      Deepak

      For refunds, let me connect you to a dedicated team who can assist you better with it. Please standby.

      Adobe seems to be doing just fine.

      Connecting you with a specialist as soon as possible.

      You are now connected to Satyanarayan, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

      Satyanarayan

      Hello, I'll be happy to assist you. May I know why you wish to cancel your subscription?

      Hello?

      Satyanarayan

      Thank you, may I know how may I help you?

      May I know what error you are facing with Photography plan (20GB) , so that I can check and help you?

      I have had an open case for over a month.

      Support case ADB-18958147-Q7C9: lrc 10.2/ win 10/Storage and Sync/sync stuck
      Apr 14, 2021
      Status: Active

      Satyanarayan

      Give me a moment while I find a solution for you. Thanks for your patience.

      Support has provided me with no answers. I have been paying for a product that does not work. I would like a refund for the time the product has not worked. Which is two months now.

      I have uploaded diagnostics reports. They have remoted into my computer. I can't sync desktop with any of my mobile devices.

      Satyanarayan

      Just a moment... it's taking longer than I expected. I appreciate your patience.

      I can see that case is already escalated to team who is working on this soon they will reply over email once it will be done.

      I was transferred to you because Deepak said that you would facilitate the refund the time the product has not been working. Which is now 2 months.

      DATE TYPE ORDER NUMBER PLANS AMOUNT ACTION
      May 1, 2021 Invoice ADB077584042 Photography plan (20GB) US$10.73
      Apr 1, 2021 Invoice ADB077584042 Photography plan (20GB) US$10.73

      Satyanarayan

      I can see that case is already escalated to team who is working on this soon they will reply over email once it will be done.

      That is not what I'm asking. I know that it has been escalated. What I am asking for is a refund for the time that Adobe has been charging me for a product that does not work. Is this clear?

      This has been open since May.

      I have been beyond patient.

      https://news.adobe.com/news/news-details/2020/Adobe-Reports-Record-Q4-and-Fiscal-2020-Revenue-december/default.aspx

      Adobe Reports Record Q4 and Fiscal 2020 Revenue

      Adobe has record revenue because they charge their customers for products they do not support.

      Satyanarayan

      I can see that case is already escalated to team who is working on this soon they will reply over email once it will be done. Please contact us back via chat/phone support and give this case id number: ADB-18958147-Q7C9 to next agent so that we can help and you no need to explain issue again.

      10:14 AM

      Conversation ended

       

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