P: Samsung S23 Ultra doesn't synchronize library

[Dack28626097wsvh]

I've Installed Adobe Lightroom from Play Store and from Galaxy Store and neither synchronize my library on my S23 Ultra device.

And then, when I re lauch the app, it only shows a black screen.

 

 

 

I've tried reinstalling, erasing caché, and It still doesn't working.

Any advice/solution?

[Rikk Flohr: Photography]

Are you a free app user or do you have an active subscription?

[Dack28626097wsvh]

Hi.
I have a subscription.



Enviado desde mi Galaxy

[Rikk Flohr: Photography]

I've checked the Adobe ID you use to access this forum and don't find an active account. Do you have it under another Adobe ID?

[Dack28626097wsvh]

My ID is <removed for privacy>

[cid:storage_emulated_0_DCIM_Screenshots_SmartSelect_20230228_161906_Lightroom_jpg_1677622769983]

This account was set on my S20+ and Tab S8+ without any issue, but my S23 Ultra doesn't sinchronyze any pic.
Neither let me see the local pics from camera roll.


Enviado desde mi Galaxy

[Rikk Flohr: Photography]

I've spoken to an Android team member and he is requesting the following information:

1. What is the Android version and OneUI version on S20+ and Tab S8+?
2. Is this a first time install on the S23 Ultra?
3. As we won’t be able to get diag logs, is it possible to provide a screen recording of the issue? To protect your privacy, the recording can be started after entering masked passwords...
   
   Is it possible for you to provide this?

[Dack28626097wsvh]

Hi Rikk

Here are the screen records with software information.

For the Galaxy S23 Ultra, it is the first time install and reinstall.

Thank you for your support.

[Rikk Flohr: Photography]

Thank you for sending that.  The engineers have reviewed and need a slightly different recording.

"The customer’s recording does not show the issue on S23 Ultra from the login step. The video we need to see is: 

1. Uninstall Lightroom and reinstall again form play store (assuming no unsynced data exists on S23 ultra as this step will wipe off all unsynced data from Lightroom).
2. Now launch Lightroom and move to sign in screen.
3. Enter username and password.
4. Start the recording and hit continue. on sign in screen.
5. Once the issue is shown on recording, stop the recording and share.
   
   Is it possible for you to share this as well?

[Dack28626097wsvh]

Hi, Rikk.

Here is the new video.

I've stopped 'cause the file size.

But after 5 more minutes, nothing change.

Again  thanks for all your support.

[ClapperDan]

I'm having the same issue. Did you get resolved?

[Dack28626097wsvh]

Not yet.

But Rikk is working on it 💪.

Hope he could resolve it.

[Dack28626097wsvh · Accepted solution]

@Rikk Flohr: Photography @ClapperDan I've solved the issue:

1.Delete caché and all app data

2.Uninstalling

3.Reboot device

4.Reinstall.

Thank you very much for your attendance, and support.

Regards.

[ClapperDan]

This has worked Mr Flohr! Thanks so much for your patience! It frustrated me that I wasn't able to follow the prior instruction to send feedback, as the malfunction simply wouldn't allow that to be possible

[Rikk Flohr: Photography]

Credit @Dack28626097wsvh  as they are his steps. I am glad you have it working. I will merge these two threads together.

[Rikk Flohr: Photography]

One caution: 
Realize that uninstalling will cause the loss of unsynced data (images, edits and presets) for subscribed customers and all data for unsubscribed users.

[Johan Kurniawan]

Got the same issue with s23 ultra.

Thankyou for the fix. 

Adobe cs doesnt help but blaming samsung.

[ClapperDan]

Hi so as the topic says, Lightroom for Samsung suddenly stopped working properly despite working fine just earlier the same day. I have a Samsung Galaxy S 23 Ultra,. Factory unlocked, and right now if I launch Lightroom, it will load my library. I can interact with the sidebar stuff just fine and even use the camera in app. However if I do anything related to a photo or video, even adding one to library, the app will immediately cancel my action and then load infinitely. If I try again, sometimes the app will crash, and a message will pop up, which I've attached to this post. I've cleared the cache and restarted, I've cleared data and restarted and I even uninstalled and reinstalled from both Galaxy Store and Play Store and nothing helps.

I made a bug report and emailed Adobe support but they told me to post here 

[Rikk Flohr: Photography]

I've shared your post with the team and they've requested a diagnostic log. 

Instructions 

Android Log File

Open Settings Panel, long press on the top left “Lr” icon. This will enable a “Send Feedback” button on the settings panel.

b)Now perform the usual tasks in LrA for few minutes and then please reopen the Settings Panel and tap on “Send Feedback” from settings panel. This will open up your email client after few moments and attach the logs.

Can you provide this?

[ClapperDan]

Yes, give me a few moments 

[ClapperDan]

Im not able to give a diagnostic report,as previously stated doing any task outside of the settings menu will cause the app to malfunction and inoperable or close.

Even if I entered diagnostic mode, messed about in the settings and then send feedback, there is no option to send email.

[ClapperDan]

So I don't believe in able to actually execute a diagnostic log. The best that I could do is screen record, because again, the app will either load continuously where I can interact with anything, or it will crash to my home screen

[ClapperDan]

• Excuse me for accidentally marking my comment as a correct answer.

[Dack28626097wsvh]

Hi. I had a similar issue. This worked for me:

1.Delete caché and all app data

2.Uninstalling

3.Reboot device

4.Reinstall.

Hope you could fix it.

[Rinat31818037u77y]

1. **Clear Cache:** Go to your device Samsung S23 Ultra settings, find the Lightroom app, and clear its cache. This might resolve synchronization and black screen issues.

2. **Update the App:** Make sure you have the latest version of Lightroom from either store. Updates often bring fixes for bugs and compatibility issues.

3. **Permissions:** Check if Lightroom has necessary permissions to access your photos and storage. Grant all required permissions in your device settings.

4. **Device Restart:** Restart your S23 Ultra to refresh system resources, which might help with the black screen issue.

5. **Contact Support:** If the problems persist, contact Adobe support for more specific troubleshooting steps or potential solutions for your device model.