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jayjiaaa
Participant
Aug 27, 2021 10:47 AM UTC
Released

P: Lightroom Mobile failing to import photos saved from Instagram

I'm using a Samsung Galaxy S9 and the Lightroom Mobile app on my phone has been updated to v6.4.0 — which, if I'm not mistaken, is the latest version of the app.

 

Everything was working fine before. However, as of today (27/08/21), I receive the error "Photos failed to import" whenever I try to import photos saved from Instagram.

 

I have tried logging out and back into the app, as well as clearing the app's cache, but nothing has worked so far. This issue currently only occurs with photos from Instagram; I'm still able to import other photos successfully.

 

I haven't encountered this over the past few years of using Lightroom Mobile. Is there a way to resolve this problem?

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15 replies

Rikk Flohr-Retired
Adobe Employee
Rikk Flohr-Retired
Dec 14, 2021 4:05 AM UTC

Updates to the Adobe Photography Products were released today and contain a fix for this issue. Please install the update via your Creative Cloud Desktop App or your respective App Store. 

 

Note: 

You may need to refresh the Creative Cloud App for desktop software to show an update available.  ([Ctrl/Cmd]+[Alt/Opt]+ [ R ])

For Mobile downloads, it may take several days for the update to appear in your respective App Stores.

 

Thank you for your patience. 

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Rikk Flohr: Adobe Photography Org
Rikk Flohr-Retired
Adobe Employee
Rikk Flohr-Retired
Nov 3, 2021 3:46 PM UTC

Is anyone still experiencing this issue?

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Rikk Flohr: Adobe Photography Org
Rick Spaulding -
Rick Spaulding -
Legend
Oct 1, 2021 2:47 PM UTC

Hi, Thanks for reporting this. We are aware of the issue and will have a fix in an upcoming release.

For now making a minor edit with the native photo app on your device and resaving it will allow Lightroom to import it. Updates will be posted here. Thanks for your patience.

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Rikk Flohr-Retired
Adobe Employee
Rikk Flohr-Retired
Sep 21, 2021 3:13 AM UTC

Moving to Acknowledged

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Rikk Flohr: Adobe Photography Org
Rick Spaulding -
Rick Spaulding -
Legend
Sep 1, 2021 5:04 PM UTC

Would either of you be willing to provide a diagnostic log so our developers can investigate further? If so, please send it to lrreview@adobe.com  

 

Steps to generate Log File:
1. Open Lr Mobile settings
2. Long press the "Lr" icon at the top left
3. Tap "Send Feedback"
4. Wait for email client to open to complete

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jayjiaaaAuthor
Participant
Sep 2, 2021 11:58 AM UTC

Hi! I've just sent in a diagnostic log to the email you've stated. Thank you for your help!

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    default64ewcgrbhnsi
    Participant
    Sep 2, 2021 12:38 PM UTC

    Come posso risolvere il problema? 

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    Rick Spaulding -
    Rick Spaulding -
    Legend
    Aug 27, 2021 1:53 PM UTC

    Hi, sorry you're having trouble. I was not able to reproduce this issue. Would you please post the specific steps you took including screenshots or a screen recording? 

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    jayjiaaaAuthor
    Participant
    Aug 28, 2021 7:52 AM UTC

    Hi! Here are 2 screen recordings of both a failed and succesful import.

     

    As seen in the video of the failed import (Lightroom-Issue_Failed-Import), the image I selected is saved from Instagram. Whereas in the video of the successful import (Lightroom-Issue_Successful-Import), the image is taken with my own camera app.

     

    Really hope there's a way to fix this issue! 

    Thank you 🙂

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    Rick Spaulding -
    Rick Spaulding -
    Legend
    Aug 31, 2021 6:23 PM UTC

    Can you tell us what version of Instagram you are using?

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