Lightroom Mobile Not Signing In on Desktop

[b-bot]

Hi.

I am having a problem that I cannot seem to fix.

Lightroom simply doesn't log in to Lr Mobile on the Desktop App. I am presented with the following in the Lr tab in preferences.

I am signed into the creative cloud app and I have tried everything. Uninstalled Photoshop, Lightroom and CC. Used the Adobe CC Cleaner Tool. Signed out and in. Cleaned hosts. Deleted preferences.

I have just recently purchased the subscription and haven't even used it so will be cancelling should I not be able to get this resolved. (Support has been trash up to now, unhelpful and under qualified.)

Here is my Lr Diagnostic log for mobile.

Lightroom Sync Diagnostic Log

Generated: 2017-06-12T16:21:02+0200

App has been running for 820 seconds (13 minutes, 40 seconds).

This information will be used by Adobe engineers to help diagnose the problem you are reporting.

Table of Contents

1. Platform Description
2. HTTP Client : ( unknown )
3. HTTP Client : LmModelsThread.lua
4. HTTP Client Imp: WFHttpClientImp.lua
5. Messaging Processors
6. Activity Center UI
7. Lightroom mobile Login

---

Platform Description

• getAppDeviceClass: mac
• getAppIdentifier: Lightroom
• getAppName: Adobe Lightroom
• getAppVersion: 6.0
• getBranchName: master
• getBuildTarget: Release
• getDeviceManufacturer: Apple
• getDeviceModel: Mac
• getOS: MacOSX
• getOSVersion: 10.12.
• isAndroid: false
• isCocoa: true
• isConstrainedMemoryDevice: false
• isDebug: false
• isDesktop: true
• isHighDPIDevice: true
• isMac: true
• isPhone: false
• isProduction: false
• isProfile: false
• isRelease: true
• isTablet: false
• isTornado: false
• isiOS: false
• isiPad: false
• isiPhone: false

---

HTTP Client : ( unknown )

• connections:
  • 1: uploadsRequested
  • 2: uploadsDispatched
  • 3: downloadsRequested
  • 4: downloadsDispatched
• timings:
  • 1: GET
  • 2: PUT
• totalHttpTime: 0

---

HTTP Client : LmModelsThread.lua

• connections:
  • 1: uploadsRequested0.002.00
  • 2: uploadsDispatched0.002.00
  • 3: downloadsRequested0.003.00
  • 4: downloadsDispatched0.003.00
• timings:
  • 1: GET0.000.610
  • 2: PUT0.001.42
• totalHttpTime: 3.7282672400015

---

HTTP Client Imp: WFHttpClientImp.lua

• counts:
  • 1: GET0.002.00
  • 2: PUT0.002.00
• timings:
  • 1: GET0.000.609
  • 2: PUT0.001.42

---

Messaging Processors

• LmModelsThread.lua: GC size = 2511K (after GC = 2280K), peak size = 2511K
• WFHttpClientImp.lua: GC size = 1368K (after GC = 1320K), peak size = 1368K
• WFDiagnosticLogImp.lua: GC size = 1289K (after GC = 1272K), peak size = 1289K
• AgKSSystemNotificationsImp.lua: GC size = 1230K (after GC = 1195K), peak size = 1230K
• KSKeychainServiceImp.lua: GC size = 1194K (after GC = 1193K), peak size = 1194K

---

Activity Center UI

• loginDialog:
  • navigateSteps: (empty table)
• ozTokens:
  • deviceTokenForCatalogCalls: (empty table)
  • storeTokenCalls: (empty table)
• serverStatus: (empty table)
• userInfo:
  • daysRemainingInTrial: false
  • hasValidConnectionToOz: false
  • hideSyncPrompt: false
  • isLoggedIn: false
  • isSyncingUserInfo: false
  • shouldSyncUserInfo: true
  • syncCollectionsByDefault: false

---

Lightroom mobile Login

• loginEvents:
  • 1:
    • timeAtStart: 2017-06-12T16:07:42.914
    • event: signInWithAccessAndRefreshTokenP
    • login:
      • status: error
      • timeResolved: 2017-06-12T16:07:44.736
      • < while (1) {} {"code":4999,"description":"Upgrade required","links":{"/rels/client_app":{"href":"http://www.adobe.com/go/lr_upgrade_required_sync"}}} >: while (1) {} {"code":4999,"description":"Upgrade required","links":{"/rels/client_app":{"href":"http://www.adobe.com/go/lr_upgrade_required_sync"}}}
    • ozLogin:
      • status: error
      • timeResolved: 2017-06-12T16:07:44.736
      • < while (1) {} {"code":4999,"description":"Upgrade required","links":{"/rels/client_app":{"href":"http://www.adobe.com/go/lr_upgrade_required_sync"}}} >: while (1) {} {"code":4999,"description":"Upgrade required","links":{"/rels/client_app":{"href":"http://www.adobe.com/go/lr_upgrade_required_sync"}}}
  • 2:
    • timeAtStart: 2017-06-12T16:07:43.779
    • event: signInWithAccessAndRefreshTokenP
• modelData:
  • clientId: Lightroom2
  • deviceId: e83c74c333fe1a3a3f44a39527df8981a4265b569577c7ddbc10637e8ee626ac
  • languageCode: en-ZA
  • locale: en-ZA_en
  • machineName: Macbook
  • regionCode: en
  • scope: openid,AdobeID

[Brusca]

I have just recently had the same issue occur. My tablet and phone is syncing and working fine. I have researched and tried all advice and still nothing. I will be moving the majority of my workflow to the Ipad Pro next week and need to get this sorted too.

So if there is any proper solution for this issue of the macbook pro and lightroom not connecting to the mobil account I am all ears.

[b-bot · Accepted solution]

Hi,

I came right after contacting Adobe support and they pointed me in the right direction. You do not need to create another admin account. My solution is Mac specific but Windows should be similar.

I was initially confused as CC was saying that the app was up to date however the update preferences file was blocking my requests to the Adobe server.

https://helpx.adobe.com/creative-suite/kb/disable-auto-updates-application-manager.html

Delete this file, and if the auto updates don't work then manually update using the installer package available from Adobe support.

https://helpx.adobe.com/lightroom/kb/lightroom-downloads.html

Basically you are running on old version that CC cannot pick up as old as your pref file has been messed with.

[Felipe Argiles]

solved the problem?

[Felipe Argiles]

I can not resolve the LR mobile access error. You ask to log in and I do not have access. I've done your tips without success. Do you have any idea how to solve this problem?