LR Mobile missing thumbnails

[scot.hacker]

I've got some albums where multiple images have missing thumbnails on LR Mobile. They're fine in LR desktop, but missing in mobile. As suggested elsewhere, I've reset the cache on mobile, but it had no effect. I see reports of this problem back to 2018 but no other suggestions or solutions. Is there still nothing Adobe can do? Possibly a menu itemto  "Refresh thumbnails" or similar?

Note the problem is the same across iPhone and iPad - the same thumbnails are missing on both, while they appear fine on LR Desktop and LR web.

[Charlie.D · Accepted solution]

Hello @scot.hacker 

Similar trouble may have been reported in the past, but there is currently no known reason for the issue you're seeing.  

Does it help if you reinstall the LR Mobile app?  If not, please let us know.  We'll need to gather more info from you, since this isn't immediately reproducing on our own devices.

[scot.hacker]

Aha! Deleting and re-installing the mobile app did indeed fix the issue. Obviously that's a very blunt instrument for fixing a small glitch, and it would be good to have an automatic process that checks for and fixes broken thumbnails, or a menu item for this purpose. But thanks for the tip - I'll do the same on the ipad.

[blakeyuckert]

Did yours look like above? Deleting and reinstalling the iOS application did not work for me.

[scot.hacker]

I had intermittent missing thumbnails - like every third one or so. Mine weren't ALL missing like yours are. Sorry reinstallation didn't solve it for you!

[Charlie.D]

@blakeyuckert 

If you tap on one of the images, and then tap on the cloud status button, what error or info is shown?

Were these images you recently tried to import?  If so, did they sync? 

-- you can confirm if they did or did not sync by signing into your account in any web browser at https://lightroom.adobe.com 

When you inspect images there, tap cloud status, what messages/errors are shown?  Do you see a "Sync Issues" folder?  What info is shown for images in "Sync Issues?"

[blakeyuckert]

Hi Charlie! If I tap on mobile it shows me the photo -- it's the thumbnails that don't show. So when I tap the cloud status button in the iOS app, it doesn't show any error or info.

These were imported over 4 months ago. They seem like they synced, given I uploaded from my computer and can see them on my phone when clicking in.

-- If I go to the web browser there seems to be a bigger bug. It shows the screenshot below.

If I click on the image and tap the cloud status, it appears as follows? Where would I see a "Sync Issues" folder?

[Charlie.D]

Hi @blakeyuckert 

Thanks for the additional info and screenshots.  

When you say you uploaded these from your computer, did you use the Lightroom desktop app, or the Lightroon Classic app?  Do you see the images with thumbs in that app still?  If you used Classic, can you disable and re-enable sync of the album/collection where these photos reside?  That may help fix the thumbs issue.

[blakeyuckert]

@Charlie.D I used the Lightroom CC desktop app. Yes, I see the thumbnails in the app there, so it seems to be something breaking on the iOS app or sync down from the Creative Cloud there. An app removal and re-installation didn't seem to solve it.

[Charlie.D]

Hi @blakeyuckert 

Your own screenshot of the lightroom.adobe.com site shows no thumbs, which to me indicates the Lightroom desktop app did not sync up to the cloud properly.  

I am not an expert on the LR desktop app.  Let me ping a colleague who knows the desktop app better, who can share some troubleshooting advice.