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Upgraded from free version to premium lightroom mobile and all photos/presets gone

Nov 01, 2020

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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 😭

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Upgraded from free version to premium lightroom mobile and all photos/presets gone

Nov 01, 2020

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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 😭

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Nov 01, 2020 1
Adobe Employee ,
Nov 03, 2020

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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:

  1. Enable the Diagnostic mode i.e. Go to Settings Panel and long press on top left “Lr” icon (this will enable “Send Feedback” button on Settings Panel).
  2. Wait for 10 seconds and tap on “Send Feedback” button at the end of settings panel.
  3. Within few seconds the sharing sheet will open, send across the logs using mail or drive. As the logs will be sent in a separate thread, please provide a description of the issue (it will help us in tracking).

 

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?

 

Regards,

Arnab

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Nov 03, 2020 0
New Here ,
Nov 10, 2020

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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!! 

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Nov 10, 2020 0
New Here ,
Nov 20, 2020

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This happened to me too-- were you able to retrieve them?

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Nov 20, 2020 0
New Here ,
Nov 28, 2020

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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

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Nov 28, 2020 0
New Here ,
Nov 28, 2020

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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 

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Nov 28, 2020 0
12 hours ago

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The exact same thing happened to me too... 

Is there a fix?

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12 hours ago 0