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H
Huxley5CC4
Known Participant
October 15, 2021
Answered

P: Sync between Lightroom desktop and Lightroom cloud is stuck

  • October 15, 2021
  • 9 replies
  • 981 views

I'm doing some Lightroom housekeeping ahead of a big photo-trip next week, and part of it was deleting a bunch of lousy photos I've taken over the past couple years. After deleting ~15,000 photos, my desktop Lightroom CC (not Lightroom Classic) app (version 4.4 for Windows) is stuck 'syncing' 899 photos, and nothing I do seems to get the process to actually complete.

 

When I first saw this, Lightroom desktop was stuck 'syncing' 292 photos, and clicking "View" in the syncing menu would get the incredibly-unhelpful "Oh no! A black hole." message. Following tips I've found in other threads here, I tried making a small change to the last batch of photos I imported (I just and flagged them all as "picked"), and the number in the Cloud Syncing menu jumped up to 899, but now when I click "View" in the sync menu, only 607 photos are visible. 

 

Just going by the numbers referenced above, it can't be a coincidence that there were 292 photos stuck in sync-limbo when this first happened, I imported/tweaked 607 more, and now the Sync menu is stuck on 899 photos total (292 + 607 = 899). I also find it notable that the newest album I created (to contain the 607 photos noted above) doesn't appear in Lightroom Web - only in the desktop app. Something clogged the pipes, and I don't know how to un-clog them!

 

Help please? I'm really stressed about getting this solved before I leave on my trip in a few days!

    Correct answer Rikk Flohr_Photography

    No longer applies

    9 replies

    H
    Huxley5CC4Author
    Known Participant
    November 2, 2021

    Awesome, thank you - I'll check it out ASAP!

     

    Huxley

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    November 2, 2021

    I will be posting recovery instructions for you in a direct message. 

    Rikk Flohr: Adobe Photography Org
    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 28, 2021

    Thanks!

    Rikk Flohr: Adobe Photography Org
    H
    Huxley5CC4Author
    Known Participant
    October 28, 2021

    Okay, here's a fresh Full Log: https://www.dropbox.com/s/ib6xtnhpkhbh9ng/LrDiagnostics-4.zip?dl=0

     

    Hopefully this doesn't reduce it's usefulness, but I should note that the previous log (the one you said was corrupt) took 2-3 hours to export while the sync process was (ineffectively) running. This time, I launched Lightroom, immediately paused the sync, and then generated the Full Log - only took 2-3 minutes.

     

    Thanks,

     

    Huxley

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 27, 2021

    One of the files came through as corrupt. Can you create a new report and send it again?

    Sorry for the inconvenience. 

    Rikk Flohr: Adobe Photography Org
    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 27, 2021

    I've forwarded to the engineer. Please leave the file in Dropbox for now.

    Thanks!

    Rikk Flohr: Adobe Photography Org
    H
    Huxley5CC4Author
    Known Participant
    October 27, 2021

    Okay, I've done as you asked (note that there was nothing in the Web version's Deleted Items and no Sync Issues either) - here's the log:

     

    https://www.dropbox.com/s/r4a6fka57b63cs5/LrDiagnostics-3.zip?dl=0

     

    Thanks,

     

    Huxley

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity ManagerCorrect answer
    October 26, 2021

    No longer applies

    Rikk Flohr: Adobe Photography Org
    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 15, 2021

    If you log in with your Adobe ID at https://lightroom.adobe.com

    do you see a Sync Issues Album on the left side?

    Rikk Flohr: Adobe Photography Org
    H
    Huxley5CC4Author
    Known Participant
    October 15, 2021

    Nope, not seeing a "Sync Issues" album currently, and there's nothing in the "Deleted" folder/album either. 

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    I also posted my problem to Reddit, and someone there suggested that I delete the "lrlibrary file" - is that a recommended solution here?

     

    Thanks for your help!

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 16, 2021

    Deleting the LrLibrary file will cause a new fresh sync to begin the next time you launch Lightroom.  Your entire catalog will sync back from the cloud to your desktop.  If you have any unsynced items from the Desktop to the Cloud they will be lost and are not recoverable. Ergo, this is not to be considered lightly.  If you are 100% certain. you are fully synced up to the cloud or if you have backups you can attempt this. It will take time...

     

    Generally,  a sync stall is caused by a single asset that is having difficulties. 

    A more prudent step for an unidentifiable stuck asset is to create a log file to determine the stuck asset.

     

    For LrDesktop

    Go to Preferences

    Account Section

    Hold down the [Opt/Alt] key to make [Diagnostic Log] button appear.

     

    Some customer review the log file to determine the asset that is stuck, and perform a small edit on the file in hopes it will unstick it.  Otherwise you can share the log with me and I will have an engineer review it to see if it is a transient issue or if a fix is needed to resolve. 

    Rikk Flohr: Adobe Photography Org
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