P: "Not Backed Up, Corrupt Original" alert.

[aparadis.creative]

I have over 4000 photos showing the "Not Backed Up, Corrupt Original" alert, all the images are present on my drive and as far as I can tell, not currupt. Like others I have seen report this issue, my images are stored on a NAS, it is hichly impractical to store all these images locally.

Unless a solution is already out there, I am requesting a re-sync feature to be added to lightroom, as mannually deleteing and re-importing my images is incredibly time consuming/frusterating a leave room for error and loss of work. 

[paul@owenstaylor.com]

I just upgraded to Lightroom 6.4 (Desktop app on MacOS Ventura 13.4 ) and now I have 1,845 images displaying an error flag. Flag indicates that file is "Not Backed up, Corrupt, or Missing Original". Sync status on each of these images is Local: Smart Preview and Cloud: Smart Preview. I did not have an error flag prior to Lr 6.4

To be clear I do NOT seem to be missing original files. I spot checked a few using meta data and all the originals are still in the cloud, no issues, somehow I now have a significant number of images that have both local and cloud sync status as smart preview and flagged with an error.  

Appreciate any insight to fix. Thanks

[Rikk Flohr: Photography]

I've reviewed your post with our Dev team and they would like you to do the following if possible. 

1. Close Lightroom

2. Reopen Lightroom

3. Navigate to one of the images with a bad status. 

4. Select it to make it the loupe image (error is present)

5. Create a diagnostic log: 

For LrDesktop logs 

Go to Preferences

Account Section

Hold down the [Opt/Alt] key to make [Diagnostic Log] button appear.

Share that log with us.

It should contain the details necessary to diagnose your issue.

Thanks for your report. 

[paul@owenstaylor.com]

Thanks Rikk,

I am attempting here to asttach a diagnostic log. Paul

DiagnosticLog.html 

[Rikk Flohr: Photography]

No log attached. You will need to save it as a file. 

[paul@owenstaylor.com]

Hi Rikk,

I was wondering if the development team have had a look at my diagnostic log to determine a resolution?

Thanks

Paul

[Brian Kruse]

Hi Paul,

I'm from development team and I apologize for not getting back to you sooner. We missed your response.

Unfortunately the attached file is in the wrong format (PDF instead of HTML) and the conversion seems to have stripped critical debugging information.

Can you please regenerate the log? The process will generate an HTML file and you should upload that file directly.

Thank you and please accept my sincere apologies for the delayed response.

Cordially,

Brian Kruse- Lightroom Development Team

[paul@owenstaylor.com]

Dear Brian,

No worries at all, appreciate you returning my message. Attempting here to upload HTML diagnostic file, no issue generating,  the issue I have, and the reason I uploaded a PDF,  is that when I try to attach a .HTML file, it states that:

The file type (.html) is not supported. Valid file types are: 8bf, abf, abr, act, aep, afm, ai, arw, as, ase, avi, bmp, book, cel, cfc, chproj, cptx, cr2, cr3, crf, crw, css, csv, dn, dng, doc, docx, eps, epub, exif, fbx, fla, flac, flv, fm, gif, icma, icml, ico, ics, idml, indd, jpeg, jpg, jsfl, json, log, loss, lrcat, lrtemplate, m4a, mif, mov, mp3, mp4, mpg, nef, nrw, obj, odt, orf, otc, otf, pdf, pfb, pfm, pmd, png, ppj, ppt, pptx, prc, prel, prproj, ps, psb, psd, raf, raw, rtf, sbs, sbsar, sbsm, scc, ses, sesx, skp, sol, srt, srw, ssa, stl, svg, swf, tif, ttc, ttf, txt, wav, wmv, x3f, xd, xls, xlsx, xml, xmp. Thanks

Paul

[Brian Kruse]

Paul,

Sorry, I didn't know about that restriction. Can you upload the file if you change the extension to .log?

[Brian Kruse]

Alternatively, if you have a cloud based file sharing service, you could upload the file there and post the link. You could also use your Creative Cloud Desktop file sharing service for that purpose.

[paul@owenstaylor.com]

Hi,

Trying to upload .log version. seems like it worked. 🙂

[Brian Kruse]

I'm not sure it worked, unfortunately, I don't see a link.

[paul@owenstaylor.com]

Hi,

The .log file did not work. I also tried to upload both the .HTML and the .log file to the creative cloud file sharing space but neither of this flie types were supported when I tried to add them.

[paul@owenstaylor.com]

Hi,

The .log file did not work. I also tried to upload both the .HTML and the .log file to the creative cloud file sharing space but neither of this flie types were supported when I tried to add them.

[Brian Kruse]

Can you zip the html file and upload to your creative cloud desktop app?

[paul@owenstaylor.com]

Zip files are not supported by CC file upload...

[Brian Kruse]

Arggh, so sorry, Paul. Can you tell I'm new at this part? I will ask my colleagues for other advice. Do you have a dropbox or google drive account you could use? Thanks for your continued patience.

[paul@owenstaylor.com]

Hi,

OK, lets see if this google drive sharing option works?

https://drive.google.com/file/d/1c8WLXei9TFocYauvYUcHfxAeSd3sduo_/view?usp=drive_link

https://drive.google.com/file/d/1c8WLXei9TFocYauvYUcHfxAeSd3sduo_/view?usp=drive_link 

[Brian Kruse]

I just visited the google drive link and requested access. If you grant me access, I should be able to download the file. Thanks.

[paul@owenstaylor.com]

Granted

[Brian Kruse]

Thanks Paul!

I was able to download the file. It has most of the info, but I am wondering if you selected one of the images showing the error flag before you generated the diagnostic log?  The diagnostic log you uploaded is missing info about the selected image and that info is a critical piece in helping us track down the problem.

Even if you *did* select the image, may I ask that you repeat the process and try again?

Also, I wanted to let you know I will be out of the office for a couple of weeks and someone else may assist you until I return.

Let me apologize once more the inconvenience and thank you so much for helping us out by sending this information. We hopefully will get you sorted and prevent the issue from happening again.

Kind regards,

Brian

[Rikk Flohr: Photography]

Adding Bug Number and Setting Status

[paul@owenstaylor.com]

OK, trying again as requested:

https://drive.google.com/file/d/14i2HbdYHxOhztnhnY4xHw9zxDI3Zs-_0/view?usp=sharing

Paul

[Bec from LR]

Hi Paul.  I told Brian I'd check for the diagnostic log since he is on vacation.  I was able to download it, thank you!  I will pass it along to the engineer working on this.  We'll be in touch if we need anything further.  

Becky

[bkruse_cc128656775dz40]

Hi Paul,

I've taken time to examine both of the diagnostic logs you were kind enough to share with us. Unfortunately, both are missing expected information. Usually the Diagnostic Log method is faster and has a smaller file, but sometimes LrD is very busy behind the scenes and generates incomplete diagnostics with this option. Feel free to remove these reports from your Google Drive.

May I beg your assistance once again and have you generate a different report, which you will also upload to your Google Drive? This method will take a bit longer and generate a noticeably larger zip file, but it is guaranteed to have the information we need for further investigation.

Method:

Use same procedure as before, but instead of a Diagnostic Log (Recommended) button, please choose Sync issues report. That option will generate a larger zip file which should uploaded to your Google Drive.

I'll take another look once it's available.

Thanks again,

-B