Link Sharing Error on Mobile Devices Only

[David_LV]

Just recently started having an issue where "anyone can view" links do not seem to load correctly on mobile phones. In an imessage chat, the album cover will appear with the link, but upon opening all one is greeted with is a blank page. The link seems to work fine on PC.

Looking for solutions and to see if others are having the same issue.

[Moved from ‘Bugs’ to ‘Discussions’ by moderator, according to forum rules.]

[JohanElzenga]

A URL is a URL, so if the link shows a blank page in the iPhone browser, then my first suggestion would be to check if you do not have some extension (like some adblocker) that causes this.

[Charlie.D]

I can't reproduce any trouble.  Are you running any antivirus, proxy, ad blocker, or other security app as Johan suggested?

You might try clearing your iOS browser cache.  Assuming this is Safari, see steps here: https://support.apple.com/en-us/105082 

If this still reproduces, it may help us understand the problem if we can see it.  Sharing a screen recording could help.

[SUZRAD]

I have the same issue. 
Shared albums links work fine on my Mac, but when I open the same URL on my iPad the links show blank pages (both on Safari and Chrome).

[Charlie.D]

I still can not reproduce any trouble viewing images (as a guest, not signed in) in albums I have shared.

The only known technical reason I can think of is this: Is it possible all the images in your shared album are flagged as "rejected?"

...When the account owner has flagged images as "rejected" then only the account owner can see these images in the shared album context.  Other people visiting the album do not see images that are flagged as rejected. 

[katsee]

I'm having this same issue! I can view the album link on my laptop but when I try to click the link to view on my cell phone from safari it just loads a white page. I've never had this issue before now. What is going on?!

[Charlie.D]

@katsee 

Trying again right now, I can't reproduce any trouble visiting my own "Anyone can view" album as a guest (not signed in).  Is this what you are trying too?

Does it help if you clear your iOS browser cache, and try again? Here's how: https://support.apple.com/en-us/105082 

[katsee]

I followed the directions for clearing data from that that link and still have the same issues. Here’s a screengrab of what my cell looks like when I try to go to my Adobe links I’ve sent to people.

Sent from my iPhone

[Charlie.D]

@katsee 

I did not see the screen capture you mentioned.  Could you share that so we might understand better what's happening?

If the album loads in a browser, but no thumbs show, is it possible you have flagged all the included images as "rejected?"

Could you try with another album: share it and see with the same settings if a visitor can see its images?

[katsee]

Hi Charlie! It's definitely not because the images are flagged as rejected.
I can see all images on my laptop when I follow the link but not my cell.
When I cull photos I give them a checked flag for good to keep and edit and
a reject to delete. So the flagging isn't the issue here.

[Charlie.D]

@katsee 

Thanks for letting me know.  I will contact you in a separate message to discuss info more privately.  Look for a separate message from Lightroom QE soon

[fisher_4823]

I am having the same issue. Were you able to find a solution?

[Charlie.D]

@katsee I sent you a private message on Apr 09, but never heard back.  Basically, I asked if you could possibly sent me an example link, but only if you're comfortable sharing images with me.

@fisher_4823 

I still can't reproduce this.  Could you try updating to the latest released app v10.3, and if you can still reproduce this would you mind sharing a screen recording or perhaps also a share link?  I am more interested in see the data associated with your share than the images themselves, but do only share a link with me if you are OK sharing your images.  If that is OK with you, click on my user name to send me a private message.

[Charlie.D · Accepted solution]

@fisher_4823 

P.S. as I look at your account, I see you're using an eductional subscription.  Your plan administrator may have some sharing limitations applied, so you should also contact your plan administrator for help.  Not only can they speak to potential share limitations, they also have access to Enterprise level support.

[kimberly_5302]

I have the same issue too! The link works fine on a laptop but blank screen on different browsers on a phone, have you found any solution? None from the comments have worked so far. 

[Charlie.D]

@kimberly_5302 
Let me ask some questions that may help us understand what's happening:

• Can you confirm that your images do not have the Reject (X) flag set when you look at them in Info / Metadata view, in Lightroom?  Rejected images are automatically hidden from view of any guest user who visits your shared album
• Is your device or your network using any firewall, proxy, vpn, or other network security settings or software that might block access?  If so, can you share what you're using?

When we tried example shared albums from other users who reported similar trouble, the images did always load OK.  This points to some type of network security setting blocking normal traffic.  For Adobe cloud-based apps to work, these server endpoints must be reachable: https://helpx.adobe.com/enterprise/kb/network-endpoints.html 

If you are using a proxy, additional advice on this page might also help: https://helpx.adobe.com/creative-cloud/kb/proxy-authentication-support-creative-cloud.html