Add Photo does not work in some cases

Report · Jan 31, 2024

Hi Friends,

i can not add some photos.
I use 11" iPad Pro 2021. IPadOS is up to date, Lightroom is up to date. I have enough storage (over 1tb).
I did try: -move the folder, rename the folder, rename the files etc. on my storage....

-create an album in Lightroom and Import inthere etc.

-delete the files (photos) in the cloud from the "syncerror" folder (they appear there)

-it is possible to add the files through my win desktop over the browser to the cloud and after that sync my iPad with the cloud and the photo appear in Lightroom. But this is not an oppinion for me (i did not bought the iPad to work like this).

In the video you will see that i get the message "1 photo succesfully imported" but the photo does not appear.

Link to the video on yt:

https://youtu.be/MZ4HsxJ6mdI?si=1H2bGEg0u6nn9eO8

mfg

Maros

Report · Jan 31, 2024

Hello @MarosB

I tried to reproduce the problem that your screen recording shows, but import worked for me. After the message "1 photo imported successfully" displays, the number of photos for All Photos and Imports increases for me. Like you, I did import via iOS Files, using Sony ARW files. My device and iOS version is similar to yours. I am using the latest version 9.1.1 now available on the iOS App Store. Are you also updated to this latest version?

Have you tried restarting the device?

If you search for the name of the file in Lightroom, does the image appear?

Does it help if you uninstall the app, and install the app again? (before trying this, please be sure your new photos are safely stored outside of Lightroom)

I'm hoping some additional info may help us understand what is causing this problem on your device.

Report · Jan 31, 2024

Hi @Charlie.D

The Import works also for me.... In 99% of cases. I got two Folders on my disc, which i can not import any photos from.

-yes, i am,using the latest Version of Lightroom.

-iPadOS is also up to date.

-yes, i tried restarting the device.

-no, the file appear not in Lightroom (i can find the files, after i try import them, in cloud- "Sync Euror" folder.
-i did reinstall Lightroom already in the past and it does not help. (and i will not do it again).

I'am facing this issue since 2 months and i have couple of hours phone calls with Adobe support behind me.

.....what is causing this problem on your device.

By @Charlie.D

I'am sure that the problem is not on my device, but somewhere on "cloud" on your side... it's just my Point of view".

Best regards

Maros

Report · Jan 31, 2024

"I got two Folders on my disc, which i can not import any photos from. "

Are other apps able to see and fully access/import files from those folders in the Files app? For example, if you have a Mac, are you able to Airdrop the photo from your device to your Mac?

Since searching for the affected files inside Lightroom shows no image, I believe the problem is not a cloud sync issue but may be that Lightroom cannot truly access and import the original file for some reason.

I will send another direct message to you in a moment, advising you on how to send us a diagnostic log.

Report · Feb 01, 2024

Hi @Charlie.D

I did upload a photo from this Folder with the Adobe Creative Cloud App on my iPad, then i sync the Lightroom and the photo appear in the Lightroom App. I did it right now. Is that enough? The files are not corrupted or something...

The Log file...:

The Lightroom App just saved the LogFile to my Clipboard! I can try to paste this into some file (which one you prefer?) and send it to you then. But how? Through the direct message here?

best regards

Maros

Report · Feb 05, 2024

Hi @Charlie.D

did you get my answer few days ago?

Report · Jan 31, 2024

Maros:

Are you using the “Auto Add from Devie Photos” on the iPad? For my workflow, this is one of Adobe’s greatest features. You can take a photo on your iPad and it will automatically appear in a Collection in Lightroom Classic on your computer. You only have to do two things:

1) Computer: Create the collection in Lightroom Classic and sync it with Lightroom Mobile

2) iPad: Enable “Auto Add from Devie Photos” for that album on your iPad.

After that, every time you take a picture with the iPad shutter button it will appear on your iPad in the album and also in the collection on your computer. You can edit it on either the iPad or Computer and both will sync the edits.

Report · Feb 01, 2024

Hi @KostFan2

Thank you for your opinion. I am happy for you having fun with the "Adobe's greatest feature" and your iPad Camera.

i'm looking for help with a complicated technical issue about the Lightroom for iPad App. I'am investing alot of time to write post here with my bad english...working on this problem on my device....waste hours of telephone calls with unbelievable slow working Adobe support...

i'am facing the issue since 2 months. Adobe try to close my case again and again and i need to start over everytime they do this...

best regards

Maros

Report · Feb 06, 2024

Hi @MarosB

Sorry for the slow response. I sent you a direct message with some info about how to send us the diagnostic log.

It is best if you can reproduce this problem and then immediately create the diagnostic log. Also please let me know the day/time and your time zone when you last reproduced this problem. Our server team may be able to look at info on our side to help understand the problem, and knowing the time when you last saw this problem could help focus on the right info.