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I'm not able to sign in to Sync with Lightroom Mobile

Community Beginner ,
Mar 01, 2017

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Hi,

a few days ago I updated Lightroom to the most recent version.

After that I noticed, that I was no longer signed in for Lightroom Mobile Sync.

I am signed into my Adobe Account (in the help panel as well as the Creative cloud App).

The Lightroom Mobile Sync Dropdown on the Identity Plate however says Sign In, no matter how often I try to log in.

I tried the following (in all kinds of orders):

* Restarting Lightroom

* Restarting my Mac Pro

* Logging out of Lightroom (Help Menu)

* Logging out of Creative Cloud App

* Exporting Catalog and using this temporary Catalog

I even created a completely new catalog which has exactly the same problem.

To narrow the problem down, I logged out of Lightroom Mobile on my Android Phone and I was able to log back in after.
So it seems that Lightroom Mobile on mobile devices works fine (even logins/logouts).

Just the part in Lightroom to sync to Lightroom Mobile seems to have a problem with logging in.

I hope this can somehow be fixed soon.

I am really looking forward to do my culling on my iPad again.

Best regards

Roland

Could you please send me a LR Desktop diagnostic log  - best as a private message with a downloadable dropbox link.

You can trigger the log via LR Desktop preferences -> Lightroom Mobile and when you hold down the alt key you will notice a generate diagnostic log button

-

Guido

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I'm not able to sign in to Sync with Lightroom Mobile

Community Beginner ,
Mar 01, 2017

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Hi,

a few days ago I updated Lightroom to the most recent version.

After that I noticed, that I was no longer signed in for Lightroom Mobile Sync.

I am signed into my Adobe Account (in the help panel as well as the Creative cloud App).

The Lightroom Mobile Sync Dropdown on the Identity Plate however says Sign In, no matter how often I try to log in.

I tried the following (in all kinds of orders):

* Restarting Lightroom

* Restarting my Mac Pro

* Logging out of Lightroom (Help Menu)

* Logging out of Creative Cloud App

* Exporting Catalog and using this temporary Catalog

I even created a completely new catalog which has exactly the same problem.

To narrow the problem down, I logged out of Lightroom Mobile on my Android Phone and I was able to log back in after.
So it seems that Lightroom Mobile on mobile devices works fine (even logins/logouts).

Just the part in Lightroom to sync to Lightroom Mobile seems to have a problem with logging in.

I hope this can somehow be fixed soon.

I am really looking forward to do my culling on my iPad again.

Best regards

Roland

Could you please send me a LR Desktop diagnostic log  - best as a private message with a downloadable dropbox link.

You can trigger the log via LR Desktop preferences -> Lightroom Mobile and when you hold down the alt key you will notice a generate diagnostic log button

-

Guido

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Mar 01, 2017 1
Adobe Employee ,
Mar 06, 2017

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Could you please send me a LR Desktop diagnostic log  - best as a private message with a downloadable dropbox link.

You can trigger the log via LR Desktop preferences -> Lightroom Mobile and when you hold down the alt key you will notice a generate diagnostic log button

-

Guido

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Mar 06, 2017 0
Community Beginner ,
Mar 06, 2017

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Thanks, I sent you a private message with a download link.

--

Best regards

Roland

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Mar 06, 2017 0
Explorer ,
Mar 25, 2017

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I have the same problem can you please help?

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Mar 25, 2017 1
New Here ,
Mar 30, 2017

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Could you please explain to me how to send you a LR Desktop diagnostic log? I am having the same exact issue since updating my program to the most recent version.

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Mar 30, 2017 0
Explorer ,
Mar 30, 2017

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Im not tech support so you should not send my log. but I will try to help

After you upgraded, did it report that the upgrade was successful?

Also how do you open LR, is it from the CC Program if not, try it from there and see what happens

NOTE What happened to me:

1- Tried to upgrade

2- Upgrade Failed

3- Had to Manually Upgrade

4- Unknown to me after this there were TWO versions of LR on my Computer AND

CC Did NOT Recognize that a upgrade had been performed

5- At this point I closed down CC and Restarted  - It still showed that a Upgrade was due for LR

so I pressed the upgrade button

6- Finally CC recognized the upgrade was performed

7 I tried to open LR from the Dock ( on my iMac)

8- Still was not able to sign in.

9- OPENED LR FROM CC - everything was working fine.

10- Deleted the Dock Icon - left the old program on drive for now.

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Mar 30, 2017 0
Explorer ,
Apr 04, 2017

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For what it's worth, Like Joe Pellicone, I found the same workaround works. If I open LR from CC, then everything works correctly. If I open LR from the dock, I cannot get LR to sync with LR mobile.  Obviously, however, this is some kind of new glitch with the most recent upgrade.

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Apr 04, 2017 0
Explorer ,
Apr 04, 2017

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you no doubt, like me, have two copies of LR on your system after the upgrade

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Apr 04, 2017 0
Explorer ,
Apr 04, 2017

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I'll check it, Joe. Thanks.

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Apr 04, 2017 0
New Here ,
May 03, 2017

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ihello, I am having the same issues as the question...what do I do to fix this?

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May 03, 2017 0
Adobe Employee ,
May 05, 2017

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Hi,

What version of Lightroom are you using ?

Thanks,

Arjun

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May 05, 2017 0
New Here ,
Jun 21, 2017

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Ditto:

I was able to sync my selected collection so they were (and still are) visible to Lightroom Mobile on my iPad and my S7 phone.

Selecting Sync with Lightroom Mobile ... Sign In no longer does anything visible.

Selecting Help in Lr indicates that I am signed in with my Adobe credentials.

I can still access my collections on my Adobe web site, my tablet, and my phone.

In the last two weeks, I have "Cleaned" my old CS4 and CS5 from my iMac.

I have removed all my CC applications and files, and I have reinstalled them (successfully).

I created a diagnostic log from Lr today.

What can I do?

Michael.

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Jun 21, 2017 0
Adobe Community Professional ,
Jun 21, 2017

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Michael, what exact version of Lightroom are you running? What do you see when you look at the Preferences in Lightroom?

If you are signed in, you should see the "Account" section populated as shown below. Let us know whether or not it shows you as signed in, with Status "Subscribed" as below:

2017-06-21_21-34-20.png

Mike

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Jun 21, 2017 0
New Here ,
Jun 22, 2017

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Mike, I'm on the most recent version available to me two weeks ago:

Lightroom version:  CC 2015 [1014445]

License: Creative Cloud

Operating system: Mac OS 10

Version: 10.12 [5]

Application architecture: x64

Logical processor count: 8

Processor speed: 3.4 GHz

Built-in memory: 16,384.0 MB

Real memory available to Lightroom: 16,384.0 MB

Real memory used by Lightroom: 382.7 MB (2.3%)

Virtual memory used by Lightroom: 1,042.0 MB

Memory cache size: 50.7 MB

Maximum thread count used by Camera Raw: 4

Camera Raw SIMD optimization: SSE2,AVX

Displays: 1) 2560x1440

Graphics Processor Info:

AMD Radeon HD 6970M OpenGL Engine

Check OpenGL support: Passed

Vendor: ATI Technologies Inc.

Version: 4.1 ATI-1.51.8

Renderer: AMD Radeon HD 6970M OpenGL Engine

LanguageVersion: 4.10

Mike, even though Lr Help says that I am signed on, my Prefs for Lr Mobile does not indicate that I am.

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Jun 22, 2017 0
Adobe Community Professional ,
Jun 22, 2017

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Michael, that's definitely the problem. What happens if you click the "Join" button in this dialog?

Also, just for completeness, what does it show under the ID plate? See below:

2017-06-22_16-44-08.png

Mike

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Jun 22, 2017 0
New Here ,
Jun 22, 2017

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Join takes me here (where I am already signed in):

My nameplate has "Sign in" where the pause button is on your nameplate. Selecting almost anywhere on that "Sync with ..." line simply makes the nameplate dropdown disappear. Opening the dropdown again gives me that same "Sync with ... Sign in".

Michael.

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Jun 22, 2017 0
Adobe Community Professional ,
Jun 27, 2017

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MIchael, I triewd this with my other computer that isn't signed in, and when I click on the "Sync with... Sign In" link, the drop down does indeed disappear. But it is replaced with a dialog box asking you to sign in. If this isn't showing up, you might try resetting your LR preferences to the default:

How to set Lightroom preferences

2017-06-27_09-28-00.jpeg

Mike

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Jun 27, 2017 0
Adobe Employee ,
Jun 27, 2017

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Hi,

For Lightroom sync to work, you will have to update the version of Lightroom.

The latest available version is CC 2015.10.1

Please let me know if that works, once you update.

Thanks,

Arjun

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Jun 27, 2017 0
New Here ,
Jul 01, 2017

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Arjun,

In my earlier messages (replies) I noted that I had "cleaned" out all my earlier Adobe products and reinstalled the latest CC versions. My Lr System Info... (see above for all the Info) indicates that I am using "Lightroom version:  CC 2015 [1014445]". So, updating has not done the trick.

Michael,

I had already found com.adobe.Lightroom6.plist and moved it to the Trash. Then, I even opened Lr with Shift+Option+Delete to reset the LR Preferences for good measure.

I remain stuck without Lr Mobile access within my instance of Lr. I'm anxiously open for other suggestions.

Thanks.

Michael.

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Jul 01, 2017 0
Adobe Employee ,
Jul 02, 2017

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Hi,

The whole point is the Lightroom version. From the information you have provided, it is running CC 2015. It has to be updated (The latest version available is CC 2015.10.1)

Thanks,

Arjun

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Jul 02, 2017 0
New Here ,
Jul 04, 2017

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Arjun,

This is the only version that I can get from CC:

Today, the CC app tells me that each of my apps is up to date. I can successfully Check for App Updates in the CC app, but my instance of Lr does not have a Help > Updates option mentioned on Keep your Lightroom version up to date. I have followed all the instructions on Available updates not listed for Adobe Creative Cloud applications. I've run the Cleaner Tool to remove Lr and then reinstalled it. Then, I restarted my Mac. (A couple of weeks ago, I used the Cleaner Tool to remove all my CC apps and then reinstalled them.) I've run the Cleaner Tool to remove the CC Desktop app and then reinstalled it. I'm running the Version 4.1.1.202 released on 06/07/2017 of the CC Desktop app.

I'm powerless to replace my version of Lr. Is there something on the CC servers or in my Adobe account that is askew?

Thanks,

Michael.

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Jul 04, 2017 0
Community Beginner ,
Jul 08, 2017

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Michael,

I'm having the exact same problem as you. I can't update my Lightroom v.2015. Have you had any luck?

Something is definitely wrong with CC servers or something else!

Thanks, Dale

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Jul 08, 2017 0
New Here ,
Jul 11, 2017

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I have not hear anything back about it yet, Dale.

Michael.

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Jul 11, 2017 0
New Here ,
Jul 18, 2017

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Arjun,

Would you please contact support for me about this problem?

I saw that you resolved this same problem for someone else in the last two weeks.

 

  Re: Cant sign in to Lightroom mobile on desktrop PC

   arjunhaarith Adobe Employee

 

  

  

Hi Filip,

This is what I had suspected. Based on your information, you are using Lightroom CC 2015

However, sync works only from versions CC 2015.5 and above.

You would need to upgrade the Lightroom version.

I will contact the customer support team, and they would be able to help you out on updating the version.

Thanks,

Arjun

----------

I also did not see any special download link on the pages pointed to by the other ACP responding to this question nor did I see my serial numbers on my (Manage) Plans & Products page:

Creative Cloud

Creative Cloud membership (one-year)‎

Plan details

Your plan: Creative Cloud membership (one-year)‎
Renewal date: September 1, 2017

It appears to me that I have to go looking for the most recent version of Lr and someone in Adobe support has to adjust my records (perhaps because I was on a educational institution plan and then bought into a individual membership on through Sep 1, 2016 my account is messed up?)

Please help. Thanks.

Michael.

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Jul 18, 2017 0
New Here ,
Jul 18, 2017

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Arjun,

Would you please contact support for me about this problem?

I saw that you resolved this same problem for someone else in the last two weeks.

 

  Re: Cant sign in to Lightroom mobile on desktrop PC

   arjunhaarith Adobe Employee

 

  

  

Hi Filip,

This is what I had suspected. Based on your information, you are using Lightroom CC 2015

However, sync works only from versions CC 2015.5 and above.

You would need to upgrade the Lightroom version.

I will contact the customer support team, and they would be able to help you out on updating the version.

Thanks,

Arjun

----------

I also did not see any special download link on the pages pointed to by the other ACP responding to this question nor did I see my serial numbers on my (Manage) Plans & Products page:

Creative Cloud

Creative Cloud membership (one-year)

Plan details

Your plan: Creative Cloud membership (one-year)
Renewal date: September 1, 2017

It appears to me that I have to go looking for the most recent version of Lr and someone in Adobe support has to adjust my records (perhaps because I was on a educational institution plan and then bought into a individual membership on through Sep 1, 2016 my account is messed up?)

Please help. Thanks.

Michael.

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Jul 18, 2017 0
Adobe Employee ,
Jul 18, 2017

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Hi Michael,

Surely I will forward this to the customer support team, and they will be able to help you.

Thanks,

Arjun

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Jul 18, 2017 0
New Here ,
Jul 19, 2017

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Thanks, Arjun. Sanich was able to resolve my problem after manipulating my Mac OS system.

Michael.

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Jul 19, 2017 0
Adobe Employee ,
Aug 22, 2017

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Hi Dale,

Thank you for contacting us.

As I understand that you are facing issue signing-in to Lightroom mobile and Lightroom desktop application. I would suggest you to update the Lightroom to its latest version which is CC 2015.12/6.12.

Refer the direct download link:

Mac: http://swupdl.adobe.com/updates/oobe/aam20/mac/AdobeLightroom-6.0/6.12/setup.dmg

Windows: http://swupdl.adobe.com/updates/oobe/aam20/win/AdobeLightroom-6.0/6.12/setup.zip

Also, are you getting any specific error message while signing into Lightroom applications?

Regards,

Mohit

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Aug 22, 2017 0
Community Beginner ,
Aug 22, 2017

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I was unable to do the direct download install from your link. This is the error I received.

Screen Shot 2017-08-22 at 2.14.32 PM.png

I have been unable to update from my 2015 version of LR with CC Version 4.2.0.211. I have the 2017 version of Photoshop, but have tried everything listed above with no luck to upgrade or manually download LR. I only have one copy of LR on my hard drive. I have spent hours trying to fix this problem...

I installed LR on another computer and was able to get the latest version and access LR mobile. But on my desktop, have been unable to install the latest version of LR.

One thought--I had a different account from my school for the entire Adobe Suite, which expired after I quit working there. So I now login with a different email--could that be part of the problem?

Here are screen shots of my CC and LR versions.

Screen Shot 2017-08-22 at 2.14.59 PM.png

Screen Shot 2017-06-05 at 12.13.25 PM.png

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Aug 22, 2017 0
New Here ,
Mar 11, 2017

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Hi

I recently started the CC subscription from the trial version and Lightroom is having the exact same problem for myself.

Was signing in and syncing with mobile fine during the trial.

Thanks

Ross

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Mar 11, 2017 0
Community Beginner ,
Mar 29, 2017

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I'm also having the exact same problem.

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Mar 29, 2017 0
Explorer ,
Mar 29, 2017

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I fixed my problem it was a UPGRADE ISSUE

when I was trying to upgrade with CC I kept getting errors so the work around was to manually install it.

The problem was that I ended up with TWO versions of LR.  When I deleted the Older version, the problem was fixed.

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Mar 29, 2017 0
New Here ,
Mar 31, 2017

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I'm having issues logging in as well. (Have been on paid subscription for over a year, so not a Trial related issue.)

I can log into Creative Cloud just fine but not into Lightroom mobile sync. I'm thrown back into LR with no error.

I contacted support but they told me to post here...

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Mar 31, 2017 0
New Here ,
Apr 01, 2017

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Hi all,

I do have the same problem: When I start LR CC 2015.9 (Mac OS 10.12.3) a window opens to login to LR Mobile. When I do this, a new window comes up saying "your computer does not appear to be connected to the Internet" - however, Internet works fine (I can edit this posting). Any ideas how to proceed?

- Christoph.

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Apr 01, 2017 0
New Here ,
Aug 23, 2017

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That's so crazy. I'm experiencing the same issue and no help from customer support. I wasted a whole day of subscription and still nothing works

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Aug 23, 2017 0