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Lightroom Files stored in Creative Cloud have disappeared!

New Here ,
Jun 02, 2024 Jun 02, 2024

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Hello,


I am hoping someone can help me with a critical issue - all my files have disappeared from my Creative Cloud storage! 

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.

 

Can someone from Adobe please help to restore them?

 

Many thanks,

R

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iOS: iPhone , macOS , Web

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Adobe Employee ,
Jun 03, 2024 Jun 03, 2024

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I see photos in your personal account associated with the same ID you use for the Adobe Community login.  Please make sure you are logging in with the appropriate user profile.

 

You should be able to confirm cloud status of your files by logging into lightroom.adobe.com and viewing them there.

 

-Peter

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New Here ,
Jun 03, 2024 Jun 03, 2024

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Hi Peter,

 

Thank you for your reply.

 

When I login with this profile to the Lightroom link you provided above, I don't get an option to select my business or personal profile. It takes me straight to what I think is the business profile which contains one photo and a few deleted items.

 

However, when I sign in at Adobe.com I do get this option. Where the business profile looks like a fully paid subscription, the personal profile looks like a free account, and offers me various subscriptions which I have not had to sign-up to previously. 

I can see some of my images in the Recent list at the bottom of the page on my personal account but when I click them or click Go to Files I'm again taken to empty folders or, if I click Lightroom, taken to the business profile containing one image. 

Good news that you can see photos on my personal account (presumably several 1000s?). How do you think I can get to these? Might there be a subscription issue with the personal account that isn't giving me full access to cloud storage? 

Many thanks,

Richard

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Adobe Employee ,
Jun 03, 2024 Jun 03, 2024

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Richard,

 

I don't see an active subscription on your personal account.  It looks like it expired in May.  Does that make sense or do you think you have a current subscription?  Let me contact you via private message to figure this out.

 

-Peter

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New Here ,
Jun 03, 2024 Jun 03, 2024

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Hi Peter. That does make sense in terms of timing as it aligns with the time the photos disappeared. I didn't get any kind of notification that the subscription was ending. I thought it was part of the enterprise subscription. Thanks again for your help. I'll look out for your private message. Best, R. 

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