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P: Lightroom Desktop: Unable to export images

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New Here ,
Apr 06, 2021 Apr 06, 2021

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Now use version 4.1 It is not possible to export an image with this version.
Deleted all files and did a clean install. The result is the same.
Again all files removed and a clean installation done now with version 4.2 (latest new one) Now I don't even see any images, and there is no synchronization. It is also not possible to save settings with this version.

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Adobe Employee , Oct 26, 2021 Oct 26, 2021
Greetings,   The Max 2021 Photography products updates have been released and include remedies for this topic.  The updates will be rolling out worldwide, October 26 and 27, 2021. If you do not see the updates in your Creative Cloud Desktop app, you can refresh the apps to see if the updates are available in your region.  The keyboard shortcut to refresh is [Cmd/Ctrl] + [Opt/Alt] + [ R ].    Note: iOS and Android updates may take up to a week to appear in your App Store.   Thank you for your pat...
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Adobe Employee ,
Apr 06, 2021 Apr 06, 2021

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Were your images synced to the cloud prior to the removal you did to perform the clean install of 4.2?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Apr 06, 2021 Apr 06, 2021

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Images are synchronized from Lightroom CC on another PC.
If I use lightroom on my phone, it is no problem, export and synchronization work perfectly.
After the last update to 4.2 (Automatic) the problem started.
All files are local on the server and are synced to the cloud (with the mobile app on my phone everything works properly)
Lightroom 4.2 does not show images
Lightroom 4.1 shows images but export will not work.
Next action taken.
(Windows 10) Locally deleted all files, registry entries and images. (clean installation)
No images with 4.2
Again Locally deleted all files, registry entries and images. (clean install 4.1) Images are "downloaded" but still no export possible.

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Adobe Employee ,
Apr 06, 2021 Apr 06, 2021

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A Preference File will survive a Lightroom uninstall/reinstall. Sometimes weird behavior is corrected/cured by resetting the preferences.

Reset Procedure:

1. Close Lightroom.

2. Hold down [Alt/Opt]+[Shift] while restarting Lightroom.

3. Overwrite the Preferences when prompted by the dialog.

4. Close Lightroom.

5. Restart Lightroom.

Does the behavior continue after resetting the preferences?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Apr 07, 2021 Apr 07, 2021

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This is not a solution. With version 4.1 I still can't export anything.
Version 4.2 cannot connect to the cloud, nor does it show any images.
In the versions now completely reinstalled started with shift / alt then closed PC restarted and lightroom started.
The images can be exported with LR mobile and Lightroom CC

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Adobe Employee ,
Apr 07, 2021 Apr 07, 2021

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What is your current OS Version Number?

Do you have a firewall whose settings may need to be updated to accommodate 4.2

Do you get any error messages you can share?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Apr 07, 2021 Apr 07, 2021

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Windows 10 Pro N
Version 20H2
build 19042.867
Firewall disabled on PC makes no difference for 4.1 and 4.2 behavior and problem is the same.

no error messages on 4.1 but export starts and hangs.
With 4.1 I can sync images with the cloud (no export, no error messages). After this update to 4.2 even images are no longer visible. If I look at settings, I see the meldin not connected to the cloud

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Adobe Employee ,
Apr 07, 2021 Apr 07, 2021

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Time to get a diagnostic log then (from 4.2)

For LrDesktop

Go to Preferences

Account Section

Hold down the [Opt/Alt] key to make [Diagnostic Log] button appear.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Apr 08, 2021 Apr 08, 2021

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When creating a log file in version 4.2, it "hangs" halfway. This must be done after half an hour.
Log file 4.1 has been created, which files am I going to upload and how?
Just for the sake of completeness, just reinstalled 4.0.
There are no problems with this version. Can export and see all images.
After an update to 4.1 I can see all the images but I cannot export them.
After an update to 4.2 I can see the number of images in the catalog, but I don't see any images.

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Adobe Employee ,
Apr 08, 2021 Apr 08, 2021

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I have emailed you to obtain the 4.1 diagnostic log. 

Make sure the log was made after a failed export. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Apr 08, 2021 Apr 08, 2021

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The file arrived. 

We only need the diagnostic log and it needs to be in Zip format.

Can you resend after the export error.

For LrDesktop

Go to Preferences

Account Section

Hold down the [Opt/Alt] key to make [Diagnostic Log] button appear.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Apr 08, 2021 Apr 08, 2021

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The engineer reviewed the new files you sent. Thank you. 

Question: Have you done anything recently around Watermarking? If you clear watermarking in the Export settings, do the files export? 

This could have happened on another device. Any watermarking work at all?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Apr 08, 2021 Apr 08, 2021

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Version 4.0 with watermark just export the photo.
Update to 4.1 via cloud, same settings as 4.0
version 4.1 without watermark export works, with watermark no export.
Watermarked image (* .png) redownloaded, still does not export the photo.
(LichtroomMobile works fine with this watermark.)

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Adobe Employee ,
Apr 08, 2021 Apr 08, 2021

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Can you forward to me the PNG file that you are using?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Apr 08, 2021 Apr 08, 2021

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If you delete the watermark from Lightroom (4.1) allow those changes to sync, will 4.2 install, launch and show all the images?

if not,

if you create a different watermark with a different generic PNG file and allow it to sync will will 4.2 install, launch and show all the images?

Note: you may also need to remove the watermark from your other synced devices temporarily. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Apr 08, 2021 Apr 08, 2021

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Tried all of the above but still no images in 4.2

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Adobe Employee ,
Apr 08, 2021 Apr 08, 2021

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Thanks for the above work. The team is evaluating.

We're logging a bug for the failure to launch 4.2 but will need some investigation time. 
Your best option is to work in 4.1 with Watermark turned off for now and use iOS if you need a watermark export while we continue investigating. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Apr 09, 2021 Apr 09, 2021

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We have a second bug logged for the Watermark causing Export to fail. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Apr 09, 2021 Apr 09, 2021

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At the moment I am using 4.0 so this export does not cause a problem, not even with the watermark

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Adobe Employee ,
May 06, 2021 May 06, 2021

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We're still having a hard time reproducing this problem. I would love to get a volunteer or two who cannot export with watermarking enabled to try out one of our prerelease builds where we can turn on some additional logging. We would grant you access to these not-yet-released builds, which are downloaded from the same Creative Cloud app you normally would use. Any takers?

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New Here ,
May 07, 2021 May 07, 2021

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Yes, I would like to try a prerelease with extra logging

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Adobe Employee ,
May 07, 2021 May 07, 2021

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Thank you! We'll reach out to you privately with the details.

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Adobe Employee ,
Oct 26, 2021 Oct 26, 2021

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LATEST

Greetings,

 

The Max 2021 Photography products updates have been released and include remedies for this topic.  The updates will be rolling out worldwide, October 26 and 27, 2021. If you do not see the updates in your Creative Cloud Desktop app, you can refresh the apps to see if the updates are available in your region.  The keyboard shortcut to refresh is [Cmd/Ctrl] + [Opt/Alt] + [ R ]. 

 

Note: iOS and Android updates may take up to a week to appear in your App Store.

 

Thank you for your patience.

Rikk Flohr - Customer Advocacy: Adobe Photography Products
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