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Sync error on upgrade t0 13.3

Explorer ,
May 22, 2024 May 22, 2024

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Hi everyone, is anyone else having any issues since upgrading to 13.3? The new catalogue has been upand downloading for two days now and just now the sync failed altogether with nearly 600 pictures stuck somewhere. I didn't have any new pics to upload never mind 600 so god knows what its been doing in the background. Meanwhile the damn sync is totally broken and we're told with this version we can't just clear the catalogue and rebuild it like we used to be able to do without an Adobe tech person but Adobe doesnt tell you how to reach a tech person so does anyone have an idea of the solution?  Thanks in advance. 

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Community Expert ,
May 23, 2024 May 23, 2024

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Start with these troubleshooting steps: How do I troubleshoot Sync issues with Classic 13.3 and later?

_______________________________________________
Victoria - The Lightroom Queen - Author of the Lightroom Missing FAQ & Edit on the Go books.

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Adobe Employee ,
May 23, 2024 May 23, 2024

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Hi @oceanroller Can you please provide few more information?
How many synced images you have ? 
New images are uploading or downloading ?
Can you go to Preference > Lightroom Sync > hold alt/option > View sync status on web , and check for errors? 
Can you share your diagnostic report by foloowing below steps, 
Go to Preference > Lightroom Sync > hold alt/option > Generate Diagnostic report
Share the zipped folder with us. 

Thanks

-S

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New Here ,
May 24, 2024 May 24, 2024

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I have the same issue.

 

No errors in sync issues online but both Lightroom Classic and CC are showing items syncing continuously.

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Explorer ,
May 29, 2024 May 29, 2024

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I had the same issue and had 6 stuck photos that I have to remove then sync again.  You might also have some "stuck" photos. Have you checked whether there any sync errors. See instructions above on how to check this. 

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Explorer ,
May 26, 2024 May 26, 2024

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Hi I can't share it because the forum is telling me zip files aren't supported. 

When I I go to the check for errors screen on the web it tells me zero files, so there is nothing to see. 

It can't be new images uploading and downloading because there are 573 stuck and I haven't got 573 new images on the drive. It spent hours up and downloading goodness knows what, and now its failed and says 573 did not load.  SO it seems like its well and truly broken. Under the old system I'd have cleared the sync and started again but we're warned not to do that any more. So what should I do or give  up and not bother with the Could. Sorry if this sounds terse but I've had intermittent sync problems ever since it was introduced and my patience is just about exhausted.  No way would I ever migrate to an Adobe cloud solution. My trust is dead in the water. 

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Community Expert ,
May 26, 2024 May 26, 2024

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When you say "the new catalog", you mean the upgraded catalog?

 

When you look on the web interface, how many photos are there in All Photos altogether? And how many in Deleted Items? 

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Victoria - The Lightroom Queen - Author of the Lightroom Missing FAQ & Edit on the Go books.

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Explorer ,
May 26, 2024 May 26, 2024

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Yes, the upgraded catalogue. There are 15,851 on the web version of Lightroom, and 13 in Deleted.  

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Community Expert ,
May 26, 2024 May 26, 2024

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Doh, that kills my theory that they might be in Deleted then. It's going to have to be a diagnostic log job then. If you can get through the phone support (mostly weekdays) you can send the diagnostic log through them, or if you don't mind it being publicly available, you can send it to yourself through www.wetransfer.com (or Dropbox or similar) and post the link here.

_______________________________________________
Victoria - The Lightroom Queen - Author of the Lightroom Missing FAQ & Edit on the Go books.

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Explorer ,
May 29, 2024 May 29, 2024

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Out of curiosity what is happening in your LrC now. Does LrC still function or has it locked up completely ? 

As a long shot I would suggest editing some your successfully synced photos using LrMobile (or whatever it is called now) and see if you can get the sync system going again and possibly sorting out the 573 photos.

 

I have had lots of sync issues in the past where nothing would happen for hours and sometimes days and then it would suddenly and magically sync. Sometimes LrC needs a nudge. 

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Explorer ,
Jun 02, 2024 Jun 02, 2024

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Thanks guys for all your suggestions. A week later and Im still no better off. Everything was working perfectly fine before the upgrade. Everything was up to date and synced, although in the past I've had endless issues with this so its doubly frustrating that six months after its working properly, its broken again. But never nearly 600 pictures. I have no idea where to look, because I have nearly 70,000 pictures in my catalogue. Adobe have been no help, and now the map module isn't working either. And this is just such a relentless issue, year in and year out. If its not one thing its another. I'm now researching an Adobe alternative because my trust in this company is completely broken. 

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Community Expert ,
Jun 02, 2024 Jun 02, 2024

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@oceanroller do you have a case number that I can try to get escalated for you? And a brief summary of the current status? Did they take your diagnostic log?

_______________________________________________
Victoria - The Lightroom Queen - Author of the Lightroom Missing FAQ & Edit on the Go books.

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Explorer ,
Jun 05, 2024 Jun 05, 2024

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The l link they sent me wouldnt accept the zip file. That was the point where I gave up. 

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Community Expert ,
Jun 05, 2024 Jun 05, 2024

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How frustrating @oceanroller 

[offer removed]

_______________________________________________
Victoria - The Lightroom Queen - Author of the Lightroom Missing FAQ & Edit on the Go books.

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Explorer ,
Jun 05, 2024 Jun 05, 2024

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I was able to solve my sync error (I only had 6 pictures synching left).

After sending in the sync log I got an answer from Adobe which pictures were the problem.

I had to do some changes on those pictures to re-init the sync. This worked for 5 of the 6. 

The remaining one had to be removed from the collection and re-added. Since then everything is fine and I ´m happy.

Martin

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Explorer ,
Jun 05, 2024 Jun 05, 2024

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Here is another update from me: 

In hindside I was able to follow the steps adobe did. Just open your diagnostic zip file and then open the HTML file in it. 

It includes a directory. Goto the binary uploader section (marked here in my screenshot) and you will find the pictures causing the problems. Follow the steps from above this solved my sync issues.

IMG_0712.jpeg

Looks like this

IMG_0713.jpeg

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