I have had a number of albums in "pending" status for months now, and no matter how I set the preferences, they will not sync to Photoshop.com. I can click on Start Sync, and within a minute or two, it turns off. I have newer albums that have not synced at all and older ones with alterations that are not reflected online.
I have paid, what to me is a hefty price per year for extra storage, which I can't use because the service hasn't worked properly since last June. I am very, very frustrated.
Can someone please help me? Thank you!!
Sounds pretty serious! Should have come to us earlier.
Anyway, how many albums are you currently trying to upload? Are there any Albums that have completely uploaded? What types of files are you uploading?
May want to start with some baby steps: Try disabling backup/sync altogether, then sign out of your account within Photoshop Elements. Then sign in again (enter user name and password) and restart the sync.
See where it goes from there.
Brett, Thank you for your reply!
Yes, I should have been more pro-active, but time has been an issue, and when I did have some, I would get too frustrated to even try to work on it.
I have a number of albums that need updating from when they were first synced, and last night I had one new one. I ended up going to Photoshop.com and uploading the pictures that way so my daughter could use them to start her project.
I have a combination of photo files in jpeg, tiff, & raw formats. There are probably a video or two mixed in, but I don't do much of that.
I tried your suggestion from above twice, but had the same results. It is interesting to note, that when I first open the program and hover over the sync button, it says Backup/Sync... is off, but if I go into Preferences, the box for Backup/Sync... is on is checked.
Also, I was just looking at a small album of 7 photos. All 7 show they are pending, but 4 of them have been synched for months.
As you can see, I am at a complete loss as to what to do as there are inconsistencies.
OK, lets try this then:
1. Go to Edit>Preferences>Backup/Synchronize
2. In the section, uncheck all Albums and options, then click OK.
3. Duplicate an Album (there is no direct command to do this, but you can choose an Album and select all of its files, then create a new Album and add those images).
4. Make sure this new Album is set to Backup/Sync (it should be default).
See if these files will upload.
Tried it, but no luck. I have 115 albums, so unchecking them took some time - I don't know if that is helpful to know or not. It wasn't an instantaneous uncheck, there was a pause of several seconds. Then I created a new album and it was set to sync by default as you said, but the sync turned itself off after awhile and nothing got synched.
Perhaps we have a damaged sync database on our hands. This database keeps track of what has and has not been syncronized. If it becomes damaged it might always think that everything is always synced.
Can you send me the sync database? The file is here:
Windows XP: C:\Documents and Settings\All Users\Application Data\Adobe\Elements Organizer\Catalogs\[Catalog Name]\syncdb
WinVista/7: C:\Program Data\Adobe\Elements Organizer\Catalogs\[Catalog Name]\syncdb
The file with have a random string of numbers and end with the extension .SYNCDB (just like the name of the folder).
Send the file to bnemecek [AT] adobe [DOT] com.
I have Win 7, but I cannot find Program Data when I go into the C drive. I find Program Files (x86) which leads me to Adobe > Elements 9 Organizer > Here my choices are: ElementsOrganizerSyncAgent.exe; sync_util.dll; & SyncPrefLib.dll.
There isn't Catalogs. Will one of the ones I listed help?
The Program Data folder is a system hidden folder. It contains global settings for all of your applications (as opposed to user specific settings). You have to enable Hidden Files and Folders to find this: http://kb2.adobe.com/cps/402/kb402324.html
Quite frankly I have not been able to transfer files to Photoshop.com from Adobe Photoshop or Adobe Premiere since upgrading up to Elements 8. I have tried everything offered including paid assistance and the forums. There is something drastically wrong with the Photoshop.com offering.
The upgrade to Elements 8 shouldn't have made any difference with respect to your ability to upload to Photoshop.com. From your brief description, it doesn't sound like your issue is related to this post. Henry here is using Photoshop Elements 9, and it was working in the past. If you haven't ever been able to get it to work with Elements 8, you may want to start a new thread so we can concentrate on the different cause and solution for your issue.
Yes, I did get the file. Sorry, I though I would have a quick turn around for you. But it's proven a tougher nut to crack. The database isn't providing details.
Time to collect another file. This one is here:
Windows XP - C:\Documents and Settings\[your user name]\Application Data\Adobe\Elements Organizer Sync Agent\1.0\Logs
Win Vista/7 - C:\Users\[your user name]\AppData\Roaming\Adobe\Elements Organizer Sync Agent\1.0\Logs
Send me the log file(s).
Though you would like to know that I have had the same problem since I purchased Photoshop Elements 8. I have spent many frustrating hours to clear this problem and have used paid help and the forum to no avail. I appreciate your efforts to clear this problem and when it happens, I will upgrade to the latest version.
Thank you for the Log files. What I see is the last thing it tries to do is sync a specific Album. Then it errors out. This could mean that the very next Album it looks at synchronizing is where the problem occurs. I'll send you some additional information to maintain privacy.
To Vincent or other users who are looking for info to solve the same issue where Elements Backup/Synchronization seems stuck, I’m posting the following troubleshooting steps that helped a few affected users in the past. Note: this troubleshooting info is geared towards Windows users. Mac users, please chime in if you need help.
When the Elements sync database becomes confused or corrupt, it may not kick off or complete Backup/Synchronization to Photoshop.com. We determined this after eliminating other factors (eg., network is OK, Elements app was updated, and the Elements catalog file is healthy). It’s unusual for the sync database to become corrupt, but it can occur on rare occasions. Our solution was to hide the sync database from Photoshop Elements, which forces Elements to recreate it. NOTE: this causes Elements to forget what is already Backed Up/Sync’d to Photoshop.com, and will cause duplicate files unless you first delete everything that’s already been uploaded. Users must be willing to purge the online content or risk file duplication.
Before I continue, let me offer some other troubleshooting info to consider first.
If you recently installed Elements for the first time, and your initial Backup/Synchronization to Photoshop.com won’t start, it’s likely caused by something other than the sync database which I’m addressing here. Example of a non-sync database issue: new users haven’t learned they need to add images and video to an album inside Elements, and set that album to Sync using the Backup/Synchronization preferences; only photos and videos inside albums are synced to Photoshop.com. Also, if your system has other heavy network traffic, Element Sync will demote itself, pausing upload, to not interfere with other the other activities. Let Backup/Synchronization run by itself, and run overnight if you have a huge catalog to upload.
If you suspect a catalog issue, try creating a new catalog and synching a few items; if that works, then the problem is no deeper than that specific catalog. Try doing a Catalog>Repair on the problematic catalog to see if that fixes it.
If the Catalog seems healthy, but your Backup/Synchronization still won’t begin, be sure that your login for synching works by logging into your account directly in a web browser, at www.photoshop.com. If you can sign into the Photoshop.com online Organizer and upload a photo directly with no problems, then this indicates an issue with Elements and not the online account itself.
FYI, the Elements Backup/Synchronization agent keeps a log of its activity, and this can help Adobe Support troubleshoot issues.
On Windows XP, this log is at: C:\Documents and Settings\<user name>\Application Data\Adobe\Photoshop Elements Sync Agent\1.0\Logs\<filedate>.log
On Windows 7 and Vista, this log is found at: C:\Users\<user name>\AppData\Roaming\Adobe\Photoshop Elements Sync Agent\1.0\Logs\<filedate>.log
…Now, to recreate the sync database to try to kick-start the Elements Backup/Synchronization process, here are steps to follow.
Disable Backup/Synchronization in Elements. (You can also turn it off using the icon in the Notification area of your taskbar at the bottom right of your screen.)
Find the sync database folder on your hard drive. The easiest way is to look in Elements, under Help > System Info
--The default path for Windows 7 and Vista should be: C:\ProgramData\Adobe\Elements Organizer\Catalogs\<your_catalog_name>\syncdb\
--The default path for Windows XP should be: Catalog Location: C:\Documents and Settings\All Users\Application Data\Adobe\Elements Organizer\Catalogs\<your_catalog_name>\syncdb\
Notice that “syncdb” is a subfolder of your catalog. Navigate to this location using Windows Explorer. Rename the folder “syncdb” to something else to hide it from Elements, for example “syncdb_old”
Close and restart Elements Organizer. At first, try syncing just a small album with only a few files, to see if Backup/Synchronization begins. If that goes smoothly, then upload the rest of your files.
Note: After you renamed/moved/deleted your old "syncdb" folder, you will *not* receive any message in Elements about the catalog itself. The Catalog and SyncDB are two separate things that work with each other. When the SyncDB becomes unavailable, it is automatically and silently reconstructed the next time you perform a backup to Photoshop.com. Only when the catalog becomes unavailable will Elements ask you to locate it or create a new one.
I have gone through your list step by step, creating a new catalog (that one synched), repairing my old catalog (it still would not sync), and finally, "hiding" the sync database folder. I then synched a test album in my original catalog, and that worked. So now it looks like I have to delete the online albums and start the synching from scratch, ugh! But, if it fixes the problem, I will be happy. Any ideas as to what caused the problem in the first place? I would love to avoid it happening again!
Additionally, can you tell me about a couple of things of which I do not have knowledge: Within the Catalog Manager, what is "Optimize"? Secondly, when I clicked to Repair, there was a check box labeled "Re-index Visual Similarity Data" - what is that? I didn't check it.
I hope to work on this some more over the weekend. Wish me luck!
I don't know the answers to those questions. I'm not sure what caused the problem in the first place. I have a catalog that is 40GB+ in size, with many changes over time. I have never needed to repair or optimize, and I've not had an issue.
I work on the Photoshop Express/Photoshop.com side of things. An Elements team member or user may be able to help you, so I urge you to repost your questions in their forum at http://forums.adobe.com/community/photoshop_elements
I wish you all the best in 2012!
Let me answer those questions:
Any ideas as to what caused the problem in the first place? This is the grand old question of time. There probably wasn't anything that you did that caused this. Just as there probably wasn't anything that you did that caused your car/refridgerator/TV to breakdown that one time... All we can do is proper maintenance. Speaking of which:
Within the Catalog Manager, what is "Optimize"? It's a clean-up of the database, removing duplicate entries and consolidating data. The idea is to reduce the catalog footprint. This doesn't really have any effect on syncing.
"Re-index Visual Similarity Data" - what is that? There is a a database of what your images look like, in general (light vs dark, mostly blue vs mostly red, and so on). This information is used by various fucntions within the Organizer (such as visual similarity searches). This option merely rebuilds this database, as some information may be out of date (due to images being edited or removed from the catalog). Again, nothing to do with syncing directly. But improving the operation of the Organizer will help syncing in the end.
Any resoloution to your problem syncing with photoshop.com?
I have had the same problem with PSE10. So far tech support can not resolve it, except to say that it is a log in problem with photoshop.com. The tech was able to log in to my computer and then upload my pictures using his photoshop.com login. But when I use mine it does not work. I just get "backup/synchronization pending?
If Backup/Sync is working through a different account on the same computer, that tells us the issue is your account. Let me take a look at your account and see if there is anything going on. Are you using the same email address for Photoshop.com as this forum?
I do see an account for the email address used on this forum. I don't see anything wrong with the account, but I called in a "healing" action to clean things up a bit. It may or may not help. I'll need more information from you to continue. Can I send you an email?
Yes, I did get the basics resolved and my new files and changes to them sync as they should. But I still have to work on re-synching my older files which takes a lot of time and carefully noting what I have done so I don't undo one I have fixed. I have to un-synch these older albums, then delete them online and re-sync; otherwise I will end up with duplicates on my pc. I am slowly working on this process - just not enough time in the day to do much at once. Especially since I am always adding new files (I have almost 40gb of photos).
We did not figure out what caused the problem in the first place, so I pray it was a one-time thing and will never happen again.
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