9 Replies Latest reply on Mar 15, 2017 1:29 PM by JimHess

    i cannot log in anymore on lightroom mobile via my desktop application

    olivierrosset

      Even when i am log in via the browser , lightroom mobile doesn't start. no sync.

      i have an error message in the pop up panel right after i enter my password :

      upgrade required 4999

       

      Any ideas ?

      Thank you so much.

        • 1. Re: i cannot log in anymore on lightroom mobile via my desktop application
          Akash Sharma Adobe Employee

          Hi Olivierrosset,

           

          Please take a look at this article Lightroom CC message 'Upgrade required for Lightroom mobile sync' and let us know if that helps.

           

          Regards,

          Akash

          • 2. Re: i cannot log in anymore on lightroom mobile via my desktop application
            olivierrosset Level 1

            thank you akash,

             

            Unfortunatly i cant update the app.

             

            when i go to help and update i have a conflict warning message asking to shut down ligthroom.

            so basicaly how do you update lightroom without opening it ?

             

            Thanks

            • 3. Re: i cannot log in anymore on lightroom mobile via my desktop application
              Akash Sharma Adobe Employee

              Please copy the report from Help>>System info from Lightroom and paste it here.

               

              ~Akash

              • 4. Re: i cannot log in anymore on lightroom mobile via my desktop application
                olivierrosset Level 1

                Lightroom version: CC 2015.3 [ 1052427 ]

                License: Creative Cloud

                Operating system: Mac OS 10

                Version: 10.12 [3]

                Application architecture: x64

                Logical processor count: 4

                Processor speed: 3.2 GHz

                Built-in memory: 8,192.0 MB

                Real memory available to Lightroom: 8,192.0 MB

                Real memory used by Lightroom: 620.1 MB (7.5%)

                Virtual memory used by Lightroom: 1,631.1 MB

                Memory cache size: 193.5 MB

                Maximum thread count used by Camera Raw: 4

                Camera Raw SIMD optimization: SSE2,AVX,AVX2

                Displays: 1) 5120x2880

                 

                 

                Graphics Processor Info:

                AMD Radeon R9 M390 OpenGL Engine

                 

                 

                Check OpenGL support: Passed

                Vendor: ATI Technologies Inc.

                Version: 4.1 ATI-1.48.21

                Renderer: AMD Radeon R9 M390 OpenGL Engine

                LanguageVersion: 4.10

                 

                 

                 

                 

                Application folder: /Applications/Adobe Lightroom

                Library Path: /Users/olivier/Pictures/Lightroom/Lightroom Catalog-2.lrcat

                Settings Folder: /Users/olivier/Library/Application Support/Adobe/Lightroom

                 

                 

                Installed Plugins:

                1) Aperture/iPhoto Importer Plug-in

                2) Canon Tether Plugin

                3) Facebook

                4) Flickr

                5) Leica Tether Plugin

                6) Nikon Tether Plugin

                 

                 

                Config.lua flags: None

                 

                 

                AudioDeviceIOBlockSize: 512

                AudioDeviceName: Built-in Output

                AudioDeviceNumberOfChannels: 2

                AudioDeviceSampleRate: 44100

                Build: Uninitialized

                CoreImage: true

                GL_ACCUM_ALPHA_BITS: 0

                GL_ACCUM_BLUE_BITS: 0

                GL_ACCUM_GREEN_BITS: 0

                GL_ACCUM_RED_BITS: 0

                GL_ALPHA_BITS: 8

                GL_BLUE_BITS: 8

                GL_DEPTH_BITS: 24

                GL_GREEN_BITS: 8

                GL_MAX_3D_TEXTURE_SIZE: 16384

                GL_MAX_TEXTURE_SIZE: 16384

                GL_MAX_TEXTURE_UNITS: 8

                GL_MAX_VIEWPORT_DIMS: 16384,16384

                GL_RED_BITS: 8

                GL_RENDERER: AMD Radeon R9 M390 OpenGL Engine

                GL_SHADING_LANGUAGE_VERSION: 1.20

                GL_STENCIL_BITS: 8

                GL_VENDOR: ATI Technologies Inc.

                GL_VERSION: 2.1 ATI-1.48.21

                GL_EXTENSIONS: GL_ARB_color_buffer_float GL_ARB_depth_buffer_float GL_ARB_depth_clamp GL_ARB_depth_texture GL_ARB_draw_buffers GL_ARB_draw_elements_base_vertex GL_ARB_draw_instanced GL_ARB_fragment_program GL_ARB_fragment_program_shadow GL_ARB_fragment_shader GL_ARB_framebuffer_object GL_ARB_framebuffer_sRGB GL_ARB_half_float_pixel GL_ARB_half_float_vertex GL_ARB_imaging GL_ARB_instanced_arrays GL_ARB_multisample GL_ARB_multitexture GL_ARB_occlusion_query GL_ARB_pixel_buffer_object GL_ARB_point_parameters GL_ARB_point_sprite GL_ARB_provoking_vertex GL_ARB_seamless_cube_map GL_ARB_shader_objects GL_ARB_shader_texture_lod GL_ARB_shading_language_100 GL_ARB_shadow GL_ARB_shadow_ambient GL_ARB_sync GL_ARB_texture_border_clamp GL_ARB_texture_compression GL_ARB_texture_compression_rgtc GL_ARB_texture_cube_map GL_ARB_texture_env_add GL_ARB_texture_env_combine GL_ARB_texture_env_crossbar GL_ARB_texture_env_dot3 GL_ARB_texture_float GL_ARB_texture_mirrored_repeat GL_ARB_texture_non_power_of_two GL_ARB_texture_rectangle GL_ARB_texture_rg GL_ARB_transpose_matrix GL_ARB_vertex_array_bgra GL_ARB_vertex_blend GL_ARB_vertex_buffer_object GL_ARB_vertex_program GL_ARB_vertex_shader GL_ARB_window_pos GL_EXT_abgr GL_EXT_bgra GL_EXT_bindable_uniform GL_EXT_blend_color GL_EXT_blend_equation_separate GL_EXT_blend_func_separate GL_EXT_blend_minmax GL_EXT_blend_subtract GL_EXT_clip_volume_hint GL_EXT_debug_label GL_EXT_debug_marker GL_EXT_depth_bounds_test GL_EXT_draw_buffers2 GL_EXT_draw_range_elements GL_EXT_fog_coord GL_EXT_framebuffer_blit GL_EXT_framebuffer_multisample GL_EXT_framebuffer_object GL_EXT_framebuffer_sRGB GL_EXT_geometry_shader4 GL_EXT_gpu_program_parameters GL_EXT_gpu_shader4 GL_EXT_multi_draw_arrays GL_EXT_packed_depth_stencil GL_EXT_packed_float GL_EXT_provoking_vertex GL_EXT_rescale_normal GL_EXT_secondary_color GL_EXT_separate_specular_color GL_EXT_shadow_funcs GL_EXT_stencil_two_side GL_EXT_stencil_wrap GL_EXT_texture_array GL_EXT_texture_compression_dxt1 GL_EXT_texture_compression_s3tc GL_EXT_texture_env_add GL_EXT_texture_filter_anisotropic GL_EXT_texture_integer GL_EXT_texture_lod_bias GL_EXT_texture_mirror_clamp GL_EXT_texture_rectangle GL_EXT_texture_shared_exponent GL_EXT_texture_sRGB GL_EXT_texture_sRGB_decode GL_EXT_timer_query GL_EXT_transform_feedback GL_EXT_vertex_array_bgra GL_APPLE_aux_depth_stencil GL_APPLE_client_storage GL_APPLE_element_array GL_APPLE_fence GL_APPLE_float_pixels GL_APPLE_flush_buffer_range GL_APPLE_flush_render GL_APPLE_object_purgeable GL_APPLE_packed_pixels GL_APPLE_pixel_buffer GL_APPLE_rgb_422 GL_APPLE_row_bytes GL_APPLE_specular_vector GL_APPLE_texture_range GL_APPLE_transform_hint GL_APPLE_vertex_array_object GL_APPLE_vertex_array_range GL_APPLE_vertex_point_size GL_APPLE_vertex_program_evaluators GL_APPLE_ycbcr_422 GL_ATI_blend_equation_separate GL_ATI_blend_weighted_minmax GL_ATI_separate_stencil GL_ATI_texture_compression_3dc GL_ATI_texture_env_combine3 GL_ATI_texture_float GL_ATI_texture_mirror_once GL_IBM_rasterpos_clip GL_NV_blend_square GL_NV_conditional_render GL_NV_depth_clamp GL_NV_fog_distance GL_NV_light_max_exponent GL_NV_texgen_reflection GL_NV_texture_barrier GL_SGI_color_matrix GL_SGIS_generate_mipmap GL_SGIS_texture_edge_clamp GL_SGIS_texture_lod

                • 5. Re: i cannot log in anymore on lightroom mobile via my desktop application
                  Akash Sharma Adobe Employee

                  You have Lightroom 2015.3 . Please update it to latest CC 2015.9 from Help>>Updates.

                   

                  ~Akash

                  • 6. Re: i cannot log in anymore on lightroom mobile via my desktop application
                    olivierrosset Level 1

                    i know but i cant update it . thats the whole point.

                    when i go to help and update i have a conflict warning message asking to shut down ligthroom.

                    so basicaly how do you update lightroom without opening it ?

                    • 7. Re: i cannot log in anymore on lightroom mobile via my desktop application
                      JimHess Adobe Community Professional & MVP

                      You can't update Lightroom while it is open. Close Lightroom, and then run the update. The updater will install the updates, and when it has finished you can then start Lightroom again.

                      • 8. Re: i cannot log in anymore on lightroom mobile via my desktop application
                        olivierrosset Level 1

                        You said : Close Lightroom, and then run the update.

                         

                        How can I do that ? Do I have to download and install the update?

                        If so, can you send me a link to the right update and explain me exactly what I should do?

                         

                        Also, are you sure that by doing so, I am not going to lose all my pictures and work ?

                         

                        Thank you

                         

                         

                        • 9. Re: i cannot log in anymore on lightroom mobile via my desktop application
                          JimHess Adobe Community Professional & MVP

                          With Lightroom closed, have you tried updating from the Creative Cloud Application Manager? If you can't do that, then go to the following Website and click on the Adobe Photoshop Lightroom 6 link:

                          Download Photoshop Lightroom

                          You will see all of the updates listed there. You only need to download the Lightroom 6 .9/CC 2015.9 update. Yes I'm sure that isn't going to affect your work or cause you to lose the images because your images are not in Lightroom. They are in folders on your computer. And all of your work is stored in the Lightroom catalog which is not part of the update process. Installing the update only updates the Lightroom program files.. After Lightroom has been updated it will open the catalog you have been using. And I catalog will point to the images you have been working on. You need to watch for the updates and install them as they become available. Updating is a regular process in Lightroom that is necessary to make program adjustments as well as provide support for new cameras. It would be senseless to have an update process that would destroy all of your work.