18 Replies Latest reply on Jul 18, 2017 9:18 PM by arjunhaarith

    I can't sign into Lightroom mobile on my desktop

    craigt24224581

      I was able to do this before. Now I just get a blank window and nothing happens. My collection of the images being synched with Lightroom Mobile is now empty. I tried signing out and signing back in and that didn't work. I can access my images online so I know there is still a collection.

       

      Has anyone else experienced this and have any suggestions.

       

      Here is the window that I get. Nothing happens.

       

      Screen Shot 2017-05-05 at 10.48.10 AM.png

        • 1. Re: I can't sign into Lightroom mobile on my desktop
          calleighwile

          I'm having the same problem and growing increasingly frustrated at not being able to find a solution! Without it, I can't use lightroom mobile because I cannot sync my raw images from my computer to lightroom on my iPad. How can I fix this?

          • 2. Re: I can't sign into Lightroom mobile on my desktop
            JimHess Adobe Community Professional & MVP

            Are both of you subscribers to the Creative Cloud?

            • 3. Re: I can't sign into Lightroom mobile on my desktop
              craigt76106792 Level 1

              Yep. It used to work for me and then it stopped.

              • 4. Re: I can't sign into Lightroom mobile on my desktop
                craigt76106792 Level 1

                Yes. I'm a subscriber.

                • 5. Re: I can't sign into Lightroom mobile on my desktop
                  calleighwile Level 1

                  I'm a subscriber as well.

                  • 6. Re: I can't sign into Lightroom mobile on my desktop
                    wobertc Adobe Community Professional

                    Just some suggestions from me (another user)

                     

                    1. Have you tried to Sign-Out  and then Sign-In, using the  Creative Cloud Desktop App?  (with Lightroom closed)

                    ScreenShot326.jpg

                    2.  Have you clicked on the Identity Plate where is says-

                    ScreenShot323.jpg

                     

                    3. I notice that all the photos visible in your screen-clip are "Missing".  They show the '!' icon in the corner.  So Lightroom does not know where your photos are located- a problem.

                    ScreenShot325.jpg

                     

                    4. I notice that you do not have any Collection showing the Sync icon.

                    My collection of the images being synched with Lightroom Mobile is now empty.

                    Is this because you deleted a Collection or maybe started a new catalog? (only one catalog can Sync with mobile)

                    ScreenShot324.jpg

                     

                    5. Have you looked in the Preferences  (Ctrl+, ) - [Lightroom Mobile] Tab, Account panel.

                    • 7. Re: I can't sign into Lightroom mobile on my desktop
                      craigt76106792 Level 1

                      Thanks for all of the tips. I tried all of them but nothing changed. However, I finally got it to work. I had to delete all versions of Lightroom from my hard drive and reinstall Lightroom CC. It looks like my computer was getting confused by the older version of Lightroom (5) still on my computer. Once I got rid of version 5, it was easy.

                       

                      The ! shows up on the images in my screen shot because those items are on an external server. I wasn't connected to it at the time. As soon as I connect, the ! goes away.

                      • 8. Re: I can't sign into Lightroom mobile on my desktop
                        wobertc Adobe Community Professional

                        Craig, Good to hear to have it working.

                        I suppose my next advice might have been to use the Creative Cloud Cleaner Tool that can un-install everything 'Adobe' from the system, ready for a clean start.  Use the Creative Cloud Cleaner Tool to solve installation problems

                        I had to use this (with success) back in Windows-8 when my system had severe problems.

                         

                        I hope the other poster (calleighwile) in this thread gets some success.

                        • 9. Re: I can't sign into Lightroom mobile on my desktop
                          benk66473669

                          I'm having a somewhat similiar issue. I am signed in to Lightroom but see the option to sign in again to enable mobile sync. However, anytime I try to sign in, the sign in dialouge box seems to crash and re-open continually and I never get signed in. I made a 1-minute video showing the problem here:

                           

                          Lightroom sync issue - YouTube

                           

                          I already deleted the lrdata file in the Sync folder in my User Library.

                           

                          Any other ideas?

                          • 10. Re: I can't sign into Lightroom mobile on my desktop
                            tgsnap

                            I am having the same issue.  I just get a white screen in the dialogue box when I enter my logon on PW.  It has worked in the past (but there have been similar sign-in issues, seemingly fixed by newer versions).  I tried logging in and out of the CC app but that didn't work.  Frustrating!

                            • 11. Re: I can't sign into Lightroom mobile on my desktop
                              arjunhaarith Adobe Employee

                              Hi ,

                               

                              I assume you are using the version 6.0. However, for sync to work, you must be atleast on version 6.5 (2015.5). The latest version available now is CC 2015.10.1

                              I will forward this to the tech support team, who will help you in this regard.

                               

                              Thanks,

                              Arjun

                              • 12. Re: I can't sign into Lightroom mobile on my desktop
                                GautamBahl Adobe Employee

                                Hi Peter,

                                Please open Lightroom, click on help and choose system info and let us know the Lightroom version.

                                 

                                Regards,

                                Gautam

                                • 13. Re: I can't sign into Lightroom mobile on my desktop
                                  tgsnap Level 1

                                  Thanks for responding.  I'm using CC and here is the info.  When I open the CC app, it does not give me an option to update LR.  According to the CC app, I have the latest version.

                                   

                                  Lightroom version: 5.7.1 [994254]

                                  License type: Creative Cloud

                                  Operating system: Windows 8.1 Home Premium Edition

                                  Version: 6.3 [9600]

                                  Application architecture: x64

                                  System architecture: x64

                                  Logical processor count: 4

                                  Processor speed: 3.3 GHz

                                  Built-in memory: 24471.3 MB

                                  Real memory available to Lightroom: 24471.3 MB

                                  Real memory used by Lightroom: 440.7 MB (1.8%)

                                  Virtual memory used by Lightroom: 397.8 MB

                                  Memory cache size: 13.0 MB

                                  Maximum thread count used by Camera Raw: 4

                                  System DPI setting: 96 DPI

                                  Desktop composition enabled: Yes

                                  Displays: 1) 1920x1200, 2) 1920x1200

                                   

                                   

                                  Application folder: C:\Program Files\Adobe\Adobe Photoshop Lightroom 5.7.1

                                  Library Path: C:\Users\pcour_000\Documents\LR Catalog\Catalog-2-3.lrcat

                                  Settings Folder: C:\Users\pcour_000\AppData\Roaming\Adobe\Lightroom

                                   

                                   

                                  Installed Plugins:

                                  1) Behance

                                  2) Canon Tether Plugin

                                  3) Facebook

                                  4) Flickr

                                  5) Leica Tether Plugin

                                  6) Nikon Tether Plugin

                                   

                                   

                                  Config.lua flags: None

                                   

                                   

                                  Adapter #1: Vendor : 10de

                                  Device : 10c3

                                  Subsystem : 13023842

                                  Revision : a2

                                  Video Memory : 972

                                  Adapter #2: Vendor : 1414

                                  Device : 8c

                                  Subsystem : 0

                                  Revision : 0

                                  Video Memory : 0

                                  Adapter #3: Vendor : 1414

                                  Device : 8c

                                  Subsystem : 0

                                  Revision : 0

                                  Video Memory : 0

                                  AudioDeviceIOBlockSize: 1024

                                  AudioDeviceName: Speakers (Sound Blaster Audigy Fx)

                                  AudioDeviceNumberOfChannels: 2

                                  AudioDeviceSampleRate: 44100

                                  Build: LR5x89

                                  CardID: 4291

                                  Direct2DEnabled: false

                                  GPUDevice: D3D

                                  MaxTexture2DSize: 8192

                                  OGLEnabled: true

                                  Renderer: NVIDIA GeForce 8400GS

                                  ShaderModel: 10.1

                                  Vendor: Nvidia

                                  VendorID: 4318

                                  Version: 10de:10c3:13023842:00a2

                                  • 14. Re: I can't sign into Lightroom mobile on my desktop
                                    benk66473669 Level 1

                                    Here is my sys info.

                                     

                                    Lightroom version: CC 2015.10.1 [ 1117303 ]

                                    License: Creative Cloud

                                    Operating system: Mac OS 10

                                    Version: 10.12 [5]

                                    Application architecture: x64

                                    Logical processor count: 8

                                    Processor speed: 2.5 GHz

                                    Built-in memory: 16,384.0 MB

                                    Real memory available to Lightroom: 16,384.0 MB

                                    Real memory used by Lightroom: 746.7 MB (4.5%)

                                    Virtual memory used by Lightroom: 1,677.2 MB

                                    Memory cache size: 452.6MB / 3,864.7MB (11.7%)

                                    Maximum thread count used by Camera Raw: 8

                                    Camera Raw SIMD optimization: SSE2,AVX,AVX2

                                    Camera Raw virtual memory: 333MB / 8191MB (4%)

                                    Displays: 1) 2560x1440

                                     

                                     

                                    Graphics Processor Info:

                                    NVIDIA GeForce GT 750M OpenGL Engine

                                     

                                     

                                    Check OpenGL support: Passed

                                    Vendor: NVIDIA Corporation

                                    Version: 4.1 NVIDIA-10.17.5 355.10.05.45f01

                                    Renderer: NVIDIA GeForce GT 750M OpenGL Engine

                                    LanguageVersion: 4.10

                                     

                                     

                                     

                                     

                                    Application folder: /Applications/Adobe Lightroom

                                    Library Path: /Users/Ben/Pictures/Lightroom/Lightroom Catalog.lrcat

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

                                     

                                     

                                    Installed Plugins:

                                    1) AdobeStock

                                    2) Aperture/iPhoto Importer Plug-in

                                    3) Canon Tether Plugin

                                    4) Facebook

                                    5) Flickr

                                    6) Leica Tether Plugin

                                    7) Nikon Tether Plugin

                                     

                                     

                                    Config.lua flags: None

                                     

                                     

                                    AudioDeviceIOBlockSize: 512

                                    AudioDeviceName: Built-in Output

                                    AudioDeviceNumberOfChannels: 2

                                    AudioDeviceSampleRate: 44100

                                    Build: LR5x4

                                    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: 2048

                                    GL_MAX_TEXTURE_SIZE: 16384

                                    GL_MAX_TEXTURE_UNITS: 8

                                    GL_MAX_VIEWPORT_DIMS: 16384,16384

                                    GL_RED_BITS: 8

                                    GL_RENDERER: NVIDIA GeForce GT 750M OpenGL Engine

                                    GL_SHADING_LANGUAGE_VERSION: 1.20

                                    GL_STENCIL_BITS: 8

                                    GL_VENDOR: NVIDIA Corporation

                                    GL_VERSION: 2.1 NVIDIA-10.17.5 355.10.05.45f01

                                    OGLEnabled: true

                                    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_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_multisample_blit_scaled 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_separate_stencil 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_fragment_program_option GL_NV_fragment_program2 GL_NV_light_max_exponent GL_NV_multisample_filter_hint GL_NV_point_sprite GL_NV_texgen_reflection GL_NV_texture_barrier GL_NV_vertex_program2_option GL_NV_vertex_program3 GL_SGIS_generate_mipmap GL_SGIS_texture_edge_clamp GL_SGIS_texture_lod

                                    • 15. Re: I can't sign into Lightroom mobile on my desktop
                                      arjunhaarith Adobe Employee

                                      Hi Ben,

                                       

                                      Is your creative cloud app signed in ?

                                      Do you see your email id in the Help menu ?

                                       

                                      Thanks,

                                      Arjun

                                      • 16. Re: I can't sign into Lightroom mobile on my desktop
                                        marioe56266815

                                        I'm having the excact same thing

                                        • 17. Re: I can't sign into Lightroom mobile on my desktop
                                          benk66473669 Level 1

                                          Hi Arjun

                                           

                                          I am signed in to the Creative Cloud app, and have tried signing out, restarting my Mac, and signing back in.

                                           

                                          I am also signed in to Lightroom. In the Lightroom -> Help menu I can see that I am signed in.

                                          • 18. Re: I can't sign into Lightroom mobile on my desktop
                                            arjunhaarith Adobe Employee

                                            Hi Ben,

                                             

                                            Could you please send the diagnostic log to my email (haarithg@adobe.com) ?

                                            To generate diagnostic log :

                                             

                                            Win :

                                            Edit - Preferences - Lightroom Mobile - (Hold the alt key) - Generate diagnostic log

                                            Mac:

                                            Lightroom - Preferences - Lightroom Mobile - (Hold the alt/option key) - Generate diagnostic log

                                             

                                            Thanks,

                                            Arjun