Thumbnail not showing on iPhone XS

New Here ,
Sep 25, 2018

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I just upgraded to iPhone xs from a 7+. Thumbnail images and purchased presets are not showing up on the Lightroom mobile app. I only see black thumbnail boxes. Is it because the app is not compatible with the new handset?

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Adobe Employee ,
Sep 25, 2018

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Sorry that the images and previews in the Lightroom CC mobile app are not showing up on your iPhone XS.

Could you please sign out of the app and sign back in and let us know if that helps?

Thanks,

Akash

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New Here ,
Sep 25, 2018

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Hi akash

yes had reloggined but thumbnails were still not showing. Have re-installed app and now presets are all gone.

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Adobe Community Professional ,
Sep 25, 2018

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Did you install Lightroom from fresh or was it part of the iPhone 7’s Back Up?

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New Here ,
Sep 25, 2018

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Just re-installed app. All the presets are gone. I guess Ill need to re-install the presets as well?

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Adobe Community Professional ,
Sep 25, 2018

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Assuming you had a Creative Cloud Photogtaphy Plan (and the photos uploaded to the Cloud), can you see photos and presets at Photo Editor | Online Photoshop Lightroom ?

Or were you using the free App?

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New Here ,
Sep 26, 2018

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Hi yes, I was using a free Lightroom app. I have since reinstalled all the presets.  I did not register for creative cloud. Thank you for your help

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Adobe Community Professional ,
Sep 27, 2018

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I guess you are still missing the Photos Karen?

If so, and they are valuable, then they still may be on the 7+ (if you have it). You could then either back the 7+ up in iTunes/iCloud and do a full restore from there, or if you search this forum for ‘iTunes File Sharing‘ and try to access them that way.

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New Here ,
Sep 27, 2018

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Hi, I no longer have my 7+. I had saved the photos previously before upgrading to XS.  Thanks again for the assistance.

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Adobe Employee ,
Sep 28, 2018

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Could you try a clear cache via the Lr Mobile settings->Local Storage? We identified and issue with LrM when you update from iOS backup. This will be fixed with our next release.-Guido/ LrMobile QE

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