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

Community Beginner ,
Nov 19, 2021 Nov 19, 2021

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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).

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iOS: iPhone, macOS

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Community Beginner ,
Nov 19, 2021 Nov 19, 2021

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And by version 15 I mean version 5.0.

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Adobe Employee ,
Nov 23, 2021 Nov 23, 2021

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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

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Community Beginner ,
Nov 24, 2021 Nov 24, 2021

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I'm dealing with the same matter for the past month ! The sync stuck at some point and freezes everything.. 

..I have already sent you the diagnostic log and some screenshots .. unfortunately I could not get any solution to this situation from anyone in customer service nor here !

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Community Beginner ,
Nov 24, 2021 Nov 24, 2021

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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.

 

IMG_4783.PNG

 

Is there another way I can access the diagnostic log?

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Community Beginner ,
Nov 24, 2021 Nov 24, 2021

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You can try and send it before it get stuck.. but for me the diagnostic log did not solve anything..

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Adobe Employee ,
Nov 25, 2021 Nov 25, 2021

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Correct, triggering the log will not solve anything.
If you send it to us however, we might be able to identify the issue.
@fidodido1983 do you have a mail account enabled over the iOS Mail app?

Thanks,
Ignacio

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Community Beginner ,
Nov 25, 2021 Nov 25, 2021

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Thank you Ignacio,

Actually  I have already sent this diagnostic log to customer service -

twice - and I also talked to them about this issue and after a while I was told that there is currently no solution to the matter, which is disappointing: /

Trying  here - maybe someone can help

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Community Beginner ,
Nov 29, 2021 Nov 29, 2021

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I am unable to do anything with the Lightroom app. It goes directly from the splash screen to frozen. There are some Lightroom-related analytics data files in Settings > Privacy > Analytics & Improvements > Analytics Data (called LrMobilePhone-[date]-[6digitnumber].ips). Would one of those files be useful?

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Adobe Employee ,
Dec 03, 2021 Dec 03, 2021

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@wkpa please send those logs to me privately.
Which iOS version exactly are you on?

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