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Clinton Lubbe
Participating Frequently
December 6, 2024
Question

Lightroom support needs support!

  • December 6, 2024
  • 1 reply
  • 163 views

I logged in to do some old client work and I had been ZEROED!

 

All of my cloud based work....GONE

 

Every folder was there...but 0 files. All gone. Months and months of hours gone, work that needs to be redone.

 

A nice enough agent tried to help me but couldn't understand the problem and left the case open. ADB-37369768-M8G7.

 

I tried to take it further via e-mail and ended up in a loop. Getting frustrated by an agent who wanted to start at the beginning...but I had an open case, so whats the point? After 20 minutes of holding with Kevin he just said, sorry bud, shifts over, I'm gone...but wait online, clearly a deliberate brushoff. Anyway, another hour of time wasted with no results but more emails to continue the loop.

 

After this call I then discover that all of my personal presets were gone too. Styles developed over a few years. So basically everything entrusted to be kept safe by Adobe has been wiped out and I am just left frustrated by having to waste more time desperately trying to get a support manager to read my e-mail.

 

Adobe. You zeroed my work. How do I have an effective conversation with someone who can take responsibility?

This topic has been closed for replies.

1 reply

Sameer K
Community Manager
Sameer KCommunity Manager
Community Manager
December 6, 2024

Hey, @Clinton Lubbe. Welcome to the Lightroom Community. We're sorry for the trouble. 

I've reviewed your account and recent cases. You've had 2-3 subscription periods over the last few years.

 

Lightroom stores your original images for one year after your membership lapses. During that time, you can continue to launch Lightroom to download your original files from our cloud services. This is one of the reasons why your old data may not appear in the same account. 

 

On the other hand, if you've used any other email accounts to sign up, please share those with me via direct message on my profile. I can help verify what account you've used in the past. 

 

On the support side, the case is still in progress and the team is waiting to hear from you. You can respond to the email with the best time to reach you and your preferred phone number. 

 

I hope this helps. Thanks! 
Sameer K

(Type '@' and type my name to mention me when you reply)

C
Clinton LubbeAuthor
Participating Frequently
December 9, 2024

@Sameer K  Hey Sameer, thanks for the response. All of my folders are still shown, every job is there, but just no files. Irrespective, subscribers should be made aware of this, highlighted and in bold, nobody wants to lose work whatever the reason (I know that's not on you but it's not cool). As I recall, I had no choice but to use cloud, there was no local storage option until a year or two back. To the best of my knowledge, all subscriptions used the same mail address, I'll check and send any relevant information. Thanks for your time.

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