P: Desktop: Unable to connect to the network.

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New Here ,
Oct 28, 2020 Oct 28, 2020

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After upgrading to Lightroom Desktop 4.0 (Cloud), all my synced folders are gone. Online version and iOS app versions are both working normally, so why is the Desktop cloud version failing to sync?

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correct answers 1 Correct answer

Adobe Employee , Jun 14, 2022 Jun 14, 2022

Greetings,

 

Updates to the Adobe Photography Products were released on June 13. The update contains a fix for this issue.  Please download and the latest version of your application via the Adobe Creative Cloud Application or your respective device app store.

If you do not see the update (Mac and Win) you can refresh your Creative Cloud App with the keyboard shortcut [Ctrl/Cmd]+[Alt/Opt]+[ R ]. 

 

Note: App store availability can take several days for the update to appear and be available. 

 

T

...
Status Fixed

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Adobe Employee ,
Nov 09, 2020 Nov 09, 2020

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Excellent.

Let's move on then.

Summary: 

  • Lightroom Desktop 4.0 shows as non-syncing.
  • Assets are in cloud as determined earlier.
  • We've verified that you are logged in to the same Adobe ID on Classic, Devices, and Lightroom Desktop? 

Lets launch Lightroom Desktop. Make sure syncing is not paused and allow to sit for 30 minutes. Then, screenshot the syncing dialog again like you did in your earlier post and post it here. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 09, 2020 Nov 09, 2020

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Lightroom Desktop has been open for about 3 hours and syncing from Lightroom Classic has been enabled during this same period. Lightroom Desktop still displaying the same message "Unable to connect to network".

ScreenShot20201109at10.52.20AM-23f47946-2832-4d23-87f9-11d0e6b37fd0-444713925.png

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Adobe Employee ,
Nov 09, 2020 Nov 09, 2020

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This is the wrong dialog. 

I need to see the Lightroom Desktop dialog like you posted here: https://feedback.photoshop.com/conversations/lightroom-desktop-cloudbased/lightroom-desktop-unable-t... 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 11, 2020 Nov 11, 2020

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Here ya go. I guess I have to put words in here for the post to go through.
ScreenShot20201111at8.57.07AM-c086099b-c74b-4a54-9fd4-356fb4806069-276237007.png

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New Here ,
Nov 12, 2020 Nov 12, 2020

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Next steps towards a meaningful resolution?

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New Here ,
Nov 13, 2020 Nov 13, 2020

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Next steps towards a meaningful resolution?

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Adobe Employee ,
Nov 16, 2020 Nov 16, 2020

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Apologies, but I have been out of the office. Thank you for the dialog. This shows you are connected and synced.

  • Can you show me the dialog saying you are not connected? 
  • Is this intermittent or always?
  • Does restarting help?
  • Do you have firewall enabled? 
Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 16, 2020 Nov 16, 2020

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Nothing has changed since working out the syncing issues in Lightroom Classic.

  • Can you show me the dialog saying you are not connected? 
    • See attached - same as in the beginning
  • Is this intermittent or always?
    • Always
  • Does restarting help?
    • No
  • Do you have firewall enabled? 
    • No
ScreenShot20201116at10.34.16AM-f5e96299-9132-401a-af6a-4cff02bf9622-2124167356.png

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Adobe Employee ,
Nov 16, 2020 Nov 16, 2020

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Let's grab a diagnostic log from you: 

Preferences>Account and hold down the [Opt/Alt] key and click the button to generate the log. 

Thanks

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 16, 2020 Nov 16, 2020

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I ran the one titled "Diagnostic Log", but see no way to attach the file here.

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Adobe Employee ,
Nov 16, 2020 Nov 16, 2020

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Emailed you with instructions.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Nov 16, 2020 Nov 16, 2020

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Got it. Stand by. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Nov 17, 2020 Nov 17, 2020

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Paul, I am emailing you with repair instructions. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Community Professional ,
Nov 17, 2020 Nov 17, 2020

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@Rikk  let us in on the solution! 😉

-------------------------------------
The Lightroom Queen - Author of the Lightroom Missing FAQ & Edit Like a Pro books.

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Adobe Employee ,
Nov 17, 2020 Nov 17, 2020

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It is a very specific case that may not apply to everyone else...

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 17, 2020 Nov 17, 2020

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Rikk, as I mentioned in my email...

Deleted the files as instructed. Loaded Lightroom, which upon loading, promptly displayed the attached dialog, "Local Catalog Damaged". If I click OK, Lightroom immediately closes. When I click the “Learn More” link in the dialog, I’m directed to an Adobe page called "Error | Local Catalog Damaged” at this link "https://helpx.adobe.com/lightroom-cc/kb/unable-to-move-some-photos.html”. If I don’t click OK, and click outside the Application, the application appears as if its churning through something with a circular blue progress indicator (also attached). If I click back on the app, the Local Catalog Damaged dialog reappears. Should I follow the instructions in the provided link?

ScreenShot20201117at12.10.28PM-9787858a-acde-4e49-8423-443a6a7cddcb-1620386565.png
ScreenShot20201117at12.05.09PM-b635220f-4dbb-4a37-9d5d-01e39e4d05bc-1545263029.png

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New Here ,
Nov 17, 2020 Nov 17, 2020

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Providing a little more information in case it may help. They said to delete any files starting with the ID "oz-user-8a3ed05b07c24a063a14ce1d0b960605" and only those files. The files in that folder that deleted are:

  • Removed

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Adobe Employee ,
Nov 17, 2020 Nov 17, 2020

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Do not follow the instructions in the link. Please review my email response.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 17, 2020 Nov 17, 2020

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Thanks Rikk. Reviewed your email. I specifically did not follow the instructions. However the ability to generate the Log from the Lightroom Preferences dialog is crippled by the "Local Catalog Damaged" dialog. Its persistent and doesn't allow any other function of the application. Would it help if I ran the Diagnostic from the Lightroom Sync pane of the Lightroom Classic Preferences?

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Adobe Employee ,
Nov 18, 2020 Nov 18, 2020

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Understood - stand by. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Nov 20, 2020 Nov 20, 2020

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I guess I should be patient about further forward progress from engineering folks?

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Adobe Employee ,
Nov 23, 2020 Nov 23, 2020

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I am waiting for a response from the engineer still. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Dec 03, 2020 Dec 03, 2020

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I've been sick for the last week. I got your email and will try to provide what you're asking in the next couple days.

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New Here ,
Dec 14, 2020 Dec 14, 2020

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Rikk, I'm guessing you're relishing putting this one to bed. It's no longer an issue and the latest incremental upgrade fixed the issue. Did you know the update had the potential of fixing this heinous bug? In any case, thanks for the help you provided. We didn't reach a solution but it ended up working out.

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New Here ,
Dec 15, 2020 Dec 15, 2020

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So is responding not a priority?

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