Participant

Question

LR Mobile - Sorry, something went wrong.

Forum|Forum|5 years ago
February 9, 2021
9 replies
6287 views

This only happens when I try to log in using Adobe. I have an iPhone XS. I updated my phone's OS and uninstalled and reinstalled Lightroom several times. Thank you.

{Moved from Lightroom Cloud to Lightroom Mobile & Apple TV Forum & title edited by Moderator}

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Sogol_Yousefi4925

Participant

Hello, good time.

No matter which internet connection I use, I keep getting the message Something went wrong when trying to log into my Lightroom account on my iPad. However, the same account is already logged in on my phone.

I™ve uninstalled and reinstalled the app multiple times, and even restarted my iPad, but I still can™t log in.

I would appreciate your help in resolving this issue so I can access my Lightroom account on my iPad

J

Jankin_Liew3563

Participant

i have this problem as well, spent premium for no reason wasted my money

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Charlie.D

Community Manager

Hello @Jankin_Liew3563

Did any of the questions I asked users in the thread above speak to your network setup? Is your device or network using VPN, or strict proxy/security settings? Lightroom requires access to certain network services that some security software or network hardware might block.

If simply reinstalling the app does not help, please see if disabling any security settings/software you use helps. Or try a different network. If network security you use is what's interrupting service, please see this help doc to know the endpoints that you should allow in your security config: https://helpx.adobe.com/enterprise/kb/network-endpoints.html

K

Kevin388756005tzx

Participant

Im having the same problem, and no im not using a VPN, there are no other strict network settings. All other options work, except "continue with adobe" which is unfortunate since i made a adobe account..... is this resolved yet???

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Charlie.D

Community Manager

Hello @Kevin388756005tzx

In every case I know so far, this message comes up due to issues with the nextwork being used. If it's not a firewall on the device, it's network security on the access point/router level that can cause this.

There is no service outage on our side to correct, which would be the only other cause for that specific error. I just checked and cannot reproduce any problem from my home internet just now.

What device and OS version are you running? If this is a phone, does it help to try again on cellular vs wifi? Or try wifi from work, school, a library, or coffee shop? Does a device restart help?

We're hoping to get more clues about why you are seeing this when other people do not.

H

Hansaja37240872b2ej

Participant

How something went wrong

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Something went wrong

Participant

Something went wrong

E

Eslam29938428owxp

Participant

I will also note that this happens when I press the "Continue with Adobe" button. I am not given an opportunity to type in my login credentials

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Charlie.D

Community Manager

Hello @Eslam29938428owxp

Are you seeing this inside a corporate network or VPN with a strict firewall? Does it help to try a different network, or use cellular instead of wifi (if you are on a phone)?

If this happening inside a strictly controlled network, please refer to this help document to see the minimal set of endpoints Adobe apps require be allowlisted to work correctly: https://helpx.adobe.com/uk/enterprise/kb/network-endpoints.html

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jenna22831157n41z

Participant

Did you ever find a solution for this? I'm having this same error and have tried everything - nothing seems to work.

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Charlie.D

Community Manager

Hi Jenna

Can you be more specific about what exactly you tried?
Are you using home wifi, work wifi, cellular? In short, does it work if you try a different network? Is your device on VPN, and if so does it help to disable VPN?

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Charlie.D

Community Manager

Hi Charlie! Thanks for your response.

I spent about an hour today with an Adobe chat agent trying to work through this and came up empty handed.

Basically, I can download the Lightroom app from the App Store, but on the very first screen when I'm trying to get to a login screen, when I click "Continue With Adobe" the same error message in the original post here pops up. I can't even get to the login screen.

I have tried deleting the app and re-downloading, updating my phone to the latest iOS, turning my phone off and on, on WiFi and on cellular. I do not use a VPN.

The chat agent gave up after we realized it worked on my iPad and not my phone, lol. Any expertise you are willing to offer is much appreciated.

- Jenna

Hi @jenna22831157n41z

Apologies for the slow reply... I'm consulting with the LR iOS team for any suggestions they may have. You have tried the obvious things that come to my mind. If not VPN software for secure networking, does your phone have some kind of antivirus or firewall app installed?

I'm curious -- if you open iOS Safari, and go to https://lightroom.adobe.com/ in your phone's web browser, are you able to sign into your same account? If this also fails, it would indicate something in the network or security settings is blocking access to our user login service. VPN/security could possible interrupt this, which is why I asked my questions above.

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Charlie.D

Community Manager

Hi William

That seems like Lightroom lacks access to the internet. I do see you have a good cellular connection based on the screen shot.. Is your device running on some kind of VPN or other proxied connection? In iOS Safari, are you able to sign into your same account at lightroom.adobe.com (or LR Web app)?

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William5FABAuthor

Participant

I will also note that this happens when I press the "Continue with Adobe" button. I am not given an opportunity to type in my login credentials.

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