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How do files end up corrupted or lost with Cloud?

New Here ,
Apr 04, 2023 Apr 04, 2023

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Anyone else have an issue with photos in Lightroom no longer being editable?  Apparently I've 'lost' the originals and can no longer edit a ton of the photos that were imported.   Could it be related to an update?  

 

Thoughts, Adobe?

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Community Expert ,
Apr 04, 2023 Apr 04, 2023

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Could you post some screenshots which clearly show the problems that you are experiencing. I don't understand what you mean when you say that some originals have apparently been lost, so a screenshot would probably help.

 

Also, please confirm the Lightroom version number that you are using.

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New Here ,
Apr 04, 2023 Apr 04, 2023

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I'm using version 6.2.

 

Images:

When trying to export, it can't download. 

Same with trying to Open in Photoshop. 

Side EDIT panel is greyed out and none of the sliders work on many of the images.

 

Seeing my lightroom photos online in Creative Cloud, they are there.  

 

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Community Expert ,
Apr 04, 2023 Apr 04, 2023

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Check the sync status in the Lightroom desktop app (click on the cloud icon top right). All the indications are that Lightroom is not syncing with the cloud, so cannot download the original for exporting or editing.

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New Here ,
Apr 04, 2023 Apr 04, 2023

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seems like its synced. 

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New Here ,
Apr 04, 2023 Apr 04, 2023

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Also, I did test that I can edit the photos when in the online version of Lightroom.  Maybe I need to redownload or something.  I'll try that.

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New Here ,
Apr 04, 2023 Apr 04, 2023

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I've uninstalled and re-installed the app, and still have the issues when trying to export out a jpg.

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Community Expert ,
Apr 04, 2023 Apr 04, 2023

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Can you post a screenshot of the Sync Status of one of the images that you are having trouble with (you'll find the Sync Status for individual imaghes at the bottom of the right-hand panel when you have the Info tab selected).

 

Also, you say that the app "seems to be synced"....what exactly does it say when you expose the sync info by clicking on the Cloud icon top right?

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New Here ,
Apr 05, 2023 Apr 05, 2023

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Below is the Sync Status from the upper right cloud in the desktop app showing the sync is up to date.

 

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New Here ,
Apr 05, 2023 Apr 05, 2023

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and here is the Sync Status of one of the images. 

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Community Expert ,
Apr 05, 2023 Apr 05, 2023

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Thanks for the screenshots.

 

Looking at the last one it's pretty clear that something is preventing the download ("Pending" status for the local file), but no indication as to what might be stopping it. Looking at the overall sync status screenshot, I notice you have a cloud storage allowance of 100GB, so would I be correct that you have a subscription that is part of a team/enterprise/educational subscription? If so, which particular type?

 

Following on from that, where are you running the Lightroom app from....your home of some form of business premises? I'm wondering if perhaps there's a firewall issue preventing downloading? 

 

I assume you've tried rebooting your system and checking your local fireewall settings?

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New Here ,
Apr 05, 2023 Apr 05, 2023

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oh...good point.  I'm on a work desktop, and prob an enterprise ...yes...pretty particular security and firewalls.  I'll check with the IT dept.  Appreciate your help!  

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New Here ,
Apr 06, 2023 Apr 06, 2023

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I'm inquiring with my IT department regarding any firewall issues, but the App works fine on my laptop, while on the same network.  Perhaps it's something with the Mac OS?  I'm on Monterey, 12.6.2 on the desktop (11127" 2017).  and Monterey 12.5 on the Macbook Pro (2021).  

 

Still feel like it's a connection issue.  So we'll see.  Unless someone knows of a bug that makes connection off.  

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Adobe Employee ,
Apr 06, 2023 Apr 06, 2023

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I'll reply to you offline to get some further diagnostic info.

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New Here ,
Apr 19, 2023 Apr 19, 2023

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@Julie Kmoch  & @Jim Wilde,

 

Thanks for your help on this.  It did ultimately end up being the firewall on the ethernet cable connection.  Things are restored!  

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Adobe Employee ,
Apr 19, 2023 Apr 19, 2023

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Excellent news, Will! Glad you are back up and running.

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