P: Open account settings - Lightroom for iOS crashing

[Tobias Florin24659973j8nx]

I want to change my account settings in the Lightroom app. But every time I click on the user account, the app crashes immediately.

iPhone 14 Pro Max

iOS 18.1

Lightroom v. 10.0.1 450863/171

App-Settings -> Account -> Crash

[Ritika Chandrani]

Hello, @Tobias Florin24659973j8nx. 
Thank you for reaching out and bringing this issue to our attention. Can you tell me if you’re experiencing crashes in other parts of the app as well? Let’s go through a few troubleshooting steps to see if we can fix this:
1. Force close Lightroom and reopen it to see if the crash persists.
2. Uninstall and reinstall Lightroom. Before doing so, please ensure your work is synced with the cloud to prevent data loss.
3. Check your device's storage. Low storage can sometimes cause apps to crash. You can also go to iPhone settings > General > iPhone Storage > Lightroom, and select "Offload App" to free up space without deleting your data.
Please let us know if the issue persists.

Best regards,
Ritika

[Tobias Florin24659973j8nx]

Hello @Ritika Chandrani 

I can't find any further restrictions and assume that everything else works.

1. I closed and reopened the app. But it still crashes.

2. I have outsourced and reinstalled the app. Since the subscription of the registered account has expired, I cannot delete it completely without losing the data.

3. I still have 16 GB of free memory.

Best reagrds

Tobias

[Ritika Chandrani]

Thank you for reaching out and sharing the details. To help us better diagnose the issue, could you please send us a screen recording of the app crash? You can find instructions on how to record your screen here: https://adobe.ly/4eg0UBz.
Awaiting to hear from you.

Best regards,
Ritika

[Tobias Florin24659973j8nx]

@Ritika Chandrani you can find the screen recording as attachment in my first post.

Best regards

Tobiad

[Ritika Chandrani]

I've reviewed the account that you've used for Lightroom. There are two profiles in your account. Do you have an education/enterprise IT involved in setting up your account?
If there is, try logging in to Lightroom Web using the same account in a web browser and check how it goes..

^Ritika

[Jelvin5FC9]

I have the same issue.

Currently using an iPhone 12 Pro.

I'm stuck with an account from work that has a "Subscription Expired" status but I can't log out

When I head to App Settings -> 

I have a new subscription already with this account but I can't do any syncs because the app keeps crashing. 

Please provide a solution immediately

[Sameer K]

Hey, @Jelvin5FC9. Thanks for reaching out. We're here to help. I've reviewed your account you've used for community & I couldn't find any active subscription. 

Please use a desktop machine to first back up all your images: https://adobe.ly/3ClZpod

When you change profiles in your account, any images import & synced in the work profile won't carry into the personal profile automatically. 

Please back up all your images, synced or pending sync before attempting to log in to another profile.

Thanks! 
Sameer K

(Use '@mention' to tag me when you reply)

[Mathis35062747iapy]

Bonjour,

Je rencontre un problème avec l’application Lightroom sur iPhone. À chaque fois que j’essaie de me déconnecter de mon compte, l’application plante et se ferme automatiquement. J’ai essayé plusieurs solutions (fermeture forcée de l’application, mise à jour de l’application et d’iOS, désinstallation et réinstallation), mais le problème persiste.

Pourriez-vous m’indiquer comment résoudre ce bug ou s’il existe une mise à jour corrective en préparation ? Merci d’avance pour votre aide.

Cordialement.

[Sameer K]

We've shared this with the team for review. If you also see this issue, please add your comment and click on upvote from the top of the thread. 

Thanks!

Sameer K

[Sameer K]

Hey, @Tobias Florin24659973j8nx @Mathis35062747iapy  & @Jelvin5FC9. 

The team has identified the issue & a fix for this issue will likely arrive after a few weeks for Lightroom on mobile. 

Please follow these steps to avoid losing your assets: 

If you are logged into Lightroom with an active subscription, please ensure you let Lightroom sync all your assets to the cloud. You can verify what has synced to the cloud by visiting Lightroom Web (https://lightroom.adobe.com). 

If you don't have an active subscription, or you want to switch to an account that has an active subscription, you must:

1 - Back up your whole device to restore the images later if needed. 

2 - Connect the device to iTunes on Windows or Finder on newer versions of MacOS, and copy the Lightroom app cache to your computer's storage to retrieve images from the 'Originals' subfolder. See this help page for more info: https://helpx.adobe.com/lightroom-cc/kb/recover-lightroom-mobile-photos-itunes-file-sharing.html 

Thanks!
Sameer K

[Rikk Flohr: Photography]

Greetings all,

Adobe Lightroom Mobile product updates are released.  The December release updates contain a fix for this issue. 

Updates will be available via the Apple App Store. Note that it can take several days for some customers to receive a notification of an available update via their App Store.

Thank you for being so patient.