Lightroom files missing, not syncing to cloud

[Jason30642730xnt5]

Today I tried to edit an older file in Lightroom CC but the controls were greyed out, indicating the original was missing. I tried to edit in Photoshop and got the message: "Edit in photoshop failed. Unable to download original or smart preview. Your computer is offline, going online will allow you to download files." Not true- I was online and signed into CC.

Next I went to https://lightroom.adobe.com/ to see if the original was there. Not only was it not there, but NONE of my originals were.  In my preferences, I supposedly have over 40000 photos, which take up 11MB.

So it appears some of my originals are missing, and none of them are syncing to the cloud. Help!

[Sameer K]

Hey, @Jason30642730xnt5. Welcome to the Lightroom Community. I've reviewed your account that you're logged into the community with. You have two profiles under this email. One of them is associated with an Enterprise, and that is likely the profile you're logged in with.

Understand more about Profiles in your account here: https://adobe.ly/3R2gQyA

Does Lightroom Web show any images? Is there a category for Sync Issues at Lightroom web? These are pending/missing sync items that did not reach the cloud yet.

Were the images original synced to the cloud using Lightroom Classic? Images synced from Lightroom Classic are Smart previews that do not count against your cloud storage.

If you've only ever used Lightroom to import & upload images, they're synced as originals. Have you ever used any other email to log in to Lightroom? Please direct message me any other email that you might've used before. 

Thanks!
Sameer K

[Jason30642730xnt5]

Thanks for your reply Sameer.

Lightroom web does not show any images.

Under sync issues, I just see 1 notification from 6/21/23:
 

The images were originally synced with Lightroom CC on an older account - I will DM you the email address. I remember having to jump through some hoops to load my Lightroom CC library into the new account, but I don't recall exactly what. 

[Richard37735124o90z]

Hello Sameer,

I'm hoping you can help me with a very similar issue to the one described above. 

For a while I have used the following workflow which worked well. I uploaded photos from my iPhone to the Lightroom mobile app where I edited them. The files then synced with Creative Cloud where I could access them on other devices such as my MacBook. There was no local copy created on the MacBook as I considered them secure in the cloud.

However, I was recently automatically logged out of the app and, when I logged back in, I found that all the my photos and albums had disappeared. Cloud storage is showing as 0MB in the app, and when I access Creative Cloud through the web, there are zero files and no deleted files. 

My account is an enterprise account and I have looked at both enterprise and personal profiles.

Please help! I had about 17,000 photos stored in the cloud and they have all disappeared. 

Many thanks,

Richard

[Jason30642730xnt5]

Hi @Sameer K , just wondering if you received my DM and if you've had a chance to look into this on your end?

Thanks, Jason

[Sameer K]

Hey @Jason30642730xnt5. I've responded to your DM before.
I've reviewed the account you shared, but there hasn't been any active or inactive subscription to this account in the past. You can use incognito windows to log in & check any other accounts you might have used.
Thanks!

Sameer K

[Richard37735124o90z]

Hi Jason,

I've had a very similar issue to yours, as you'll see from my reply to Sameer below. I did you manage to find a solution to yours? I hope so!

Best,

R

[Mckenzie38123230lwah]

Hi there. I am also having an issue with my Lightroom and was wondering if someone here could help me. My friends and I just went on a trip and to save space we all downloaded photo circle to share pictures with each other of the trip. I went into the photo circle and saved the photos that I wanted and they appear in my photos app as my images and when I go to lightroom and I click on them to edit the message pops up: Photo could not be opened. An error was encountered while trying to open the photo. I dont know why its doing this when I have all the pictures saved to my device and iCloud. It is also doing it only with pictures that I didn't take but saved from the photo circle. Every picture I took I am able to edit. Thanks so much