P: (Customer specific) LR Classic showing inconsistent details about synching with LR Mobile

[eschurr]

When I click on the cloud icon in the upper right hand of LR Classic it says it is synching 1,759 photos.  If i click on the gear icon and go to the sync dialog it says it is syncing 25 photos.  It's been saying this for many weeks. I can't figure out what photos it's syncing (or not) and what is going on...?

[Rikk Flohr: Photography]

Log in with your Adobe ID at https://lightroom.adobe.com

Do you have a Sync Issues folder as shown in this image?

[eschurr]

Thank you for your reply.

I don't have a sync issues folder, as you can see in this photo.

[Rikk Flohr: Photography]

That indicates that problem is likely in Lightroom Classic locally.

How many images show in your All Synced Photos collection in the Catalog panel of the Library module?

[eschurr]

39, 847

[Rikk Flohr: Photography]

That feels reasonable. Thank you.

In the Lightroom Preferences screen under the Lightroom Sync tab, hold down the [Alt/Opt] key to expose the [Rebuild Sync Data] button.  Click the button and then allow Lightroom to run for an hour or so. Then, restart Lightroom and let it run for another hour. Do the counts change?

[eschurr]

Wow, I didn’t even know that “secret” button existed! Cool!

I clicked the button and LR immediately started its shut down process, presenting the dialog to backup the catalog. I approved the backup, which happened, and then LR shut down.  I restarted it and here is what I see. Shoudl i tell it to resume syncing?

[Rikk Flohr: Photography]

Yes - Resume Syncing

[eschurr]

ok, thanks.  the number jumped to almost the entire synch folder amount (39,850).  i'll let it run for a few hours and let you know what happens...

[eschurr]

the sync has been running for over 12 hours.  It says it is now syncing 1,758 photos, which is curiously one digit less than the original number i reported when i started this thread (1,759). i checked my account at https://lightroom.adobe.com and there is no sync issue folder.

[Rikk Flohr: Photography]

Once Lightroom stops moving, it is prudent to restart. 

Lightroom Classic will attempt to sync an individual file 4 times before it stops trying. Restarting the application restarts the counter. 

If you go to your Sync Activity dialog in Preferences (Allow 30 seconds for it to refresh) what does it show now?

[eschurr]

i restarted LR and here's what it now says:

-- the cloud icon in the upper right hand corner of LR says the same (synching 1,758 photos).

-- the sync activity dialog in Preferences says there is "no activity"

weird, eh?

[eschurr]

...and now the cloud icon still says "syncing 1,758 photos" and the sync activity dialog says "0 uploading, 17 downloading, 0 pending)

[Rikk Flohr: Photography]

Has there been any change since yesterday or are the counts still at the same place?

[eschurr]

no changes...all numbers the same.

thanks for staying with me on this...

[Rikk Flohr: Photography]

Sync.lrdata is a file that lives next to your catalog. 

1. Close Lightroom
2. rename Sync.lrdata
3. Reopen Lightroom

This will force a complete resync with the cloud and will take some time. 

If this option fails, we will want to collect some logs from you to forward to the team. 

[eschurr]

i renamed the file as you suggested.

when i first restarted LR  the cloud icon indicated it was syncing about 38,000 photos but it rapidly dropped to around 4,000 and now it's back up to 6,300 or so.  Curiously, the sync activity dialog shows a different number; it says it is uploading 4,783, downloading 17 (the same number it was saying before) and 0 pending.

[Rikk Flohr: Photography]

Give it some time - like overnight. I expect the numbers will churn for some time. 

[eschurr]

After running all night, the numbers haven't changed.

Cloud icon:  sync 1,758

sync dialog:  0 uploading, 17 downloading, 0 pending

[eschurr]

update:

sync dialog

[Rikk Flohr: Photography]

The two updates you've posted today indicate that sync is still moving? 

If it stops moving for say 1 hour, restart Lightroom and see if it moves. 

[eschurr]

Thx...I need a few days to answer.  I'm among the 500k people in MA without power or internet. I haven't forgotten! 

[eschurr]

this just keeps getting weirder.

i upgraded to LR Classic 11 (couldn't resist!) a few days ago.  Yesterday this was my sync status:

Cloud icon:  "all synced."  (yea!)

sync dialog:  260 uploading, 17 downloading, 0 pending

Question:  Why are these two metrics different from each other?

Today, here is the status:

Cloud icon: syncing  1,758 photos (the same mysterious number it was before)

sync dialog:  0 uploading, 17 downloading, 0 pending (the same strange number it was before).

I have no idea what is going on!

[Rikk Flohr: Photography]

Go to Preferences>Lightroom Sync and hold down the [Alt/Opt] key. Click [Generate Diagnostic log] and get that to me. I will have the team look at it. 

[eschurr]

I couldn't attach the ZIP file ("not supported") or it's component parts (either "not supported" or "too big") so here is a link to a dropbox folder. I hope this works.

https://www.dropbox.com/s/sbjodr8pfg76j20/How%20to%20use%20the%20Public%20folder.txt?dl=0

thank you!

[Rikk Flohr: Photography]

No log present. Can you reupload?