Lost all photos after update

New Here ,
Jan 28, 2021 Jan 28, 2021

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I was using my Lightroom app fine when I decided to update it to ver 6.1.0. Immediately after the update, there was problem opening the app and eventually all my photos are gone. Error message says: The photo failed to load. Error code T20200915. All my photos are stored locally on my phone. Please help!!

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iOS, Problem or error

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Adobe Employee ,
Jan 28, 2021 Jan 28, 2021

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Hi,

thank you for reporting this.
Could you send us a diagnostic log?
You can do so by
1. go to Settings/Help & Support
2. do a long tap on Acces our Support Forum and wait for dialog to be invoked.


After you've sent us the log, does restarting the app help or a logout and then a login?

Thanks,
Ignacio

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New Here ,
Jan 28, 2021 Jan 28, 2021

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Hi Ignacio, thank you for your reply. Here's my diagnostic log:

 

{Redacted by Moderator}

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Adobe Employee ,
Jan 28, 2021 Jan 28, 2021

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Thanks for the log, did it help to quit the app or logout and logging in again?



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New Here ,
Jan 28, 2021 Jan 28, 2021

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No unfortunately those did not help 

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Adobe Employee ,
Jan 29, 2021 Jan 29, 2021

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Are you logging in as Apple or Facebook when logging in?
Have you tried both before?

Thanks,
Ignacio

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New Here ,
Jan 29, 2021 Jan 29, 2021

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Hi Ignacio,

 

I used my Apple account to log in. I'm not sure if I was logged in prior to losing my photos but was told that I had an existing account under my Apple account. 

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New Here ,
Jan 29, 2021 Jan 29, 2021

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I've just tried logging in with my Facebook and it doesn't help either. 

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Adobe Employee ,
Feb 03, 2021 Feb 03, 2021

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I've contacted you privately over the forum.

Thanks,
Ignacio

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