Hi! Can anyone help? I upgraded my free version of LR mobile to premium and when it updated, all my photos and presets are gone! The LR mobile I have is version 6 and I'm using Pocophone F1 with Android 10 version.
I was told by chat rep that since its a free version, it wouldn't sync to cloud and so there's no way to retrieve my photos and presets. Point is, why would I pay premium to have all my photos/presets gone when I was not notified/informed that such thing would occur if I upgrade? Is there really no way to retrieve all the photos and presets that I had??
Regretting paying for premium just so my photos/presets be deleted 😭
Hello Chel, Sorry to hear that you have lost your data. We would like to investigate here if any of your image/presets were synced to the cloud and if they are recoverable or not.
So to help us with the investigation, can you please provide us diagnostic logs by performing below steps:
Also, with the logs, please mention the count of images and presets you had in your catalog (approximate count is as well fine).
Lastly, can you please try logging into https://lightroom.adobe.com and check if you see any images under "Sync issues" album?
The SAME THING just happened to me and I am having a very hard time figuring out WHY this is the user experience offered?? I would have prepared for the shift had I known!!
This happened to me too-- were you able to retrieve them?
This just happened to me too! If anyone knows how to retrieve all photos and presets PLEASE let me know!! Shocked that there was no warning of this happening upon upgrading. I immediately cancelled my upgrade thinking it might reverse the deletion but no such luck
I'm still in contact w customer service but no such luck retrieving and customer support is the opposite of helpful. I truly don't understand how they don't warn you of this before upgrading, it's insane
The exact same thing happened to me too...
Is there a fix?
Same here. Just upgraded and lost everything. Adobe must have a way of retrieving the files. This is absurd!
Did this happen on iOS or Android? Do not uninstall the app -- your missing files are still in the application cache and deleting the app will also delete files you have not yet synced. Have you signed into Lightroom using more than one email address/Adobe ID? Does it help to sign out and back in again?
For iOS, if signing in again doesn't help, please backup your device and then try the advice on this page to try and recover your original images:
For more info on iTunes or Mac OS Finder file sharing, see: https://support.apple.com/en-us/HT201301
If you are not able to recover files, do you have a recent back up of your device from a time when Lightroom still had your images? If so, restore that backup onto your device and then try the help steps again from the link above.
Same exact thing just happened to me