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Syncing Issue - two pending images that cannot be located in the syncing filter

New Here ,
Jul 20, 2023 Jul 20, 2023

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URGENT PLEASE

Can someone assist with a syncing issue on my desktop Lightroom CC

I have 2 images that i cannot locate when filtering my syncing folder. Issue arised when downloading the new version of Lightroom CC on my mobile (which i work off ATM due to MacBook being out of date)

 

Due to these 'unseen' images - i cannot sync any of my new imports on Lightroom to my mobile Lightroom - all pending.

 

I have circled the images shown syncing and a second images in the syncing folder when filtered - there is a 2 images difference and i cannot locate the 2 images holding up all my work

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iOS: iPhone , macOS

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Adobe Employee ,
Jul 20, 2023 Jul 20, 2023

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Using your Adobe ID, log in to https://lightroom.adobe.com and see if you have any items in your Sync Issues

LightroomWebSyncIssues.png

If so, follow the instructions on the thumbnails to resolve the issue.

 

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 20, 2023 Jul 20, 2023

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Hi Rikk

 

Thank you for your guidance - see attached 'Syncing Issues' screenshot - there are thousands and the all thumbnails say the same thing 

Screenshot 2023-07-20 at 22.50.02.pngScreenshot 2023-07-20 at 22.49.54.png

I have lightroom CC open and all syncing is still pending... 

Screenshot 2023-07-20 at 22.50.27.pngScreenshot 2023-07-20 at 22.50.14.png

 

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Adobe Employee ,
Jul 20, 2023 Jul 20, 2023

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That is the issue. You have partial syncs from Megans MacBook Pro inbound that never finished (looks like from two years ago?). Apparently, there are 16K images that are not fully synced. Do you have the exact computer mentioned in your first screenshot?  If so, is it connected to the internet and logged into this Adobe ID? If you leave it on overnight and down't let it go to sleep do any of the sync count numbers change? 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 20, 2023 Jul 20, 2023

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Hi Rikk 

 

I do have the same computer and all files were up to date and had synced sucessfully accross all my devices until the update happened on my phone - since then, i have started deleting files to try find two images pending in my syncing icon (top right screen) that i cannot locate which is causing any new imported images linger in the syncing folder ..... 

I then chose to use the online Lightroom CC and removed more images to see if that would resolve the issue - it didnt - so i then restored the lot which all landed up in my 'Sync Issue' folder online.

 

I have now deleted everything that is pending... 

Online 'Syncing Issue' folder is emptyScreenshot 2023-07-20 at 23.45.57.png

Lightroom CC Desktop still shows two images syncing - my initial problem. 

where are these images? How can i find them and delete them?

the only other place the issue can be is on my mobile APP but all states 'Synced & Backed-up' - see below..

.IMG_3173.PNG

 

PS. I have a MacBook Pro 2012 which no lobger allows me to update my Lightroom CC to a newer version - could this be the cause? Or do i stick to my gut and say this all happened when i updated my iPhone Lightroom CC APP and now have these two pending images uploaded on my mobile device that are now pending/syncing in a black hole?

 

 

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New Here ,
Jul 20, 2023 Jul 20, 2023

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Screenshot 2023-07-20 at 23.46.34.png

This is the initial & current issue on my Lightroom CC Desktop - two pending images...

I use Lighroom Desktop primarily to do my importing and syncing so i can access on my mobile device - all work load has come to a sudden hault

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Adobe Employee ,
Jul 20, 2023 Jul 20, 2023

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The culprits may be hiding in your Deleted Items folder - don't overlook that on Desktop, Web and Mobile. 

 

Please be cautious deleting items wholesale - especially if you don't have backups..

Regarding your old Macbook. Was it in use in 9/15/2021? If so, it may be the reason. Does it have any version of Lightroom on it? If so, it should be allowed to finish syncing.  If it can't then those files are at risk of loss. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 21, 2023 Jul 21, 2023

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Thank you Rikk - all images deleted i no longer need as work has been handed over 🙂 i most certainly needed to clean out the old in order to make space for the new.

 

I have used this MacBook for all photography work since 2016 - always had lightroom installed and as mentioned in prvious responses - all images were synced and up to date until my Mobile Lightroom CC updated. All deleted items folders are empty - there are no sync issues or images in any of my sync folder - i have left my lapyop on all night ... two images still remain ?

 

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Adobe Employee ,
Jul 21, 2023 Jul 21, 2023

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If your old MacBook is Synced and backed up and you've cleared all the empty-thumbnail files in Lightroom Web's sync issues folder and you've left all devices synced to your account for 12 hours open and syncing and none of the image counts have moved during that time, it is time to collect a sync log from you.

 

For LrDesktop

  • Go to Preferences
  • Account Section
  • Hold down the [Opt/Alt] key to make [Sync Issues] button appear.

 

Collect that log and post it in a shared location where I can download it (Dropbox, Creative Cloud Folders, etc). If you don't want to share the log publicly, you can direct message the link via this forum. 

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Jul 21, 2023 Jul 21, 2023

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This looks like a diagnostic log and not the sync report. Can you confirm you clicked the Sync Issues report and not the Diagnostic Log button?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 21, 2023 Jul 21, 2023

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Adobe Employee ,
Jul 21, 2023 Jul 21, 2023

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Got it. Please leave the log in its location until an engineer can retrieve it and review. 

 

Thank you. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 21, 2023 Jul 21, 2023

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Thank you Rikk.

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Adobe Employee ,
Jul 24, 2023 Jul 24, 2023

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@megany75067736 

 

The engineer responded to me over the weekend with the following:

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 25, 2023 Jul 25, 2023

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@Rikk Flohr: Photography Thank you for your assistance and time!

 

Unfortunatly i have a MacBook Pro 2012 which has been deemed 'Vintage' with Apple and i am no longer able to update my Adobe Lightoom Desktop App... i am looking at purchasing an iMac 2017 within the next few weeks however, is there a way of me resolving this issue on another device or will this issue remain an issue due to it happening on my current MacBook?

 

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Adobe Employee ,
Jul 25, 2023 Jul 25, 2023

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That being the case, the only solution is to run a script to remove the files. 
I will direct message you the instructions. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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