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wkpa
wkpa
Participant
November 19, 2021
Question

Lightroom Completely Frozen after Updating to Version 15 on macOS and Version 7 on iOS

  • November 19, 2021
  • 1 reply
  • 726 views

After updating to Lightroom (cloud version) to 15 on macOS (Monterey) the entire app completely freezes every time I open it. This behavior is the same on iOS (15) after updating to version 7 (the sync icon animates, but I can’t interact with anything). If I revert to version 4.4 on macOS everything works again. I have tested this on several computers and phones and the app completely freezes on all of them as soon almost as it’s opened. I’ve even tried leaving Lightroom open on the phone all night (with the phone set to prevent sleep) to see if it just needs to sort some things out in the background, but it still remains frozen. The online version of Lightroom still works fine.

 

The fact that it happens both on desktop and mobile, along with the fact that I haven’t seen anyone else complaining about this issue makes me think it’s related to my specific library. My library is almost 130,000 photos and videos in a variety of formats (2.2 TB).

    This topic has been closed for replies.

    1 reply

    wkpa
    wkpaAuthor
    Participant
    November 19, 2021

    And by version 15 I mean version 5.0.

    I
    Community Manager
    Ignacio B.Community Manager
    Community Manager
    November 23, 2021

    Hi,

    when you say frozen, does it mean that you are never able to tap on any buttons on the iOS client?
    Is the behaviour different if you start while the iOS device is offline (Airplaine mode)?

    It would be good to know it is possible for you to tap on the cloud icon, menu and press the Pause syncing.
    And if that works, then to see if there's a difference once going online.

    If that all works it would be helpful if you could create a diagnostic log:
    1. tap on Settings icon
    2. Tap on Help & Support
    3. do a long tap on Access our User forum
    4. If you have a the iOS Mail client you can send us the log.

    thanks,
    Ignacio

    wkpa
    wkpaAuthor
    Participant
    November 24, 2021

    Unfortunately it doesn’t even allow me to do that. I’m never able to tap anything. I just tested with the phone offline and the behavior is the same – it just shows an exclamation point on the cloud icon. Here is a screenshot showing the screen it is perpetually stuck at and that I can’t interact with.

     

     

    Is there another way I can access the diagnostic log?

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