A few photos won't sync

Answered

Marc Jacobs

• December 10, 2020 15:23

I have a handful of photos from albums that won't sync. The Sync 360 icon on the lower left of Photo Raw 2021 Desktop always stays blue and has 12 uploads remaining. It's now 2 days, so I suspect I have a problem. Does anyone know how to find the problematic photos, so I can either delete or replace them?

Thanks

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  Brian Lawson Community moderator

  • December 10, 2020 15:30

  I've found that if the filename is changed after being added to an Album that has been published that file will no longer sync. I've had to remove it from the album then add it back with the new name.

  You can try removing those photos that won't sync then adding them back in one at a time to see what happens. Other than that there is the Reset 360 Service option in Preferences. This will remove all published images from the 360 servers and unpublished any Albums and Catalogs you have published. It will take some time to finish but once it has you can start publishing the albums/catalogs again. I did this last week and it cleared up several problems I had with images that would not sync.

  Also, there was a new version of the ON1 Mobile app released a couple of days ago. You should make sure you have that version of the program on your mobile device(s).

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  Marc Jacobs

  • December 10, 2020 16:54

  Thanks for the response Brian. Unfortunately, it's a few of 84,000 images and I don't know what album out of over 120. Isn't there a log somewhere that would show the sync problem and the related photos?

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  Brian Lawson Community moderator

  • December 10, 2020 17:06

  There's the ON1 Photo RAW Log.txt but I don't know what that's going to tell you. It's at ~/Library/Application Support/ON1/ON1 Photo RAW 2021. However, if the program was able to upload everything OK and the problem is with syncing them to the other devices it won't tell you anything helpful.

  There's also a log file in the Mobile app. You get to it by tapping on the 3 dots stacked vertically in the upper right corner of the screen then tapping General Settings > Share Log. From there you have multiple options for getting to yourself. I haven't looked at one of these so I don't know what you'll find in it.

  I've found that when I get images that don't finish syncing and all I see is a fuzzy preview I can usually get them to sync properly by force quitting the app and relaunching it. Don't just switch out of it to another program or returning to your Home Screen, you have to make sure the program has actually stopped running.

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  Marc Jacobs

  • December 10, 2020 17:26

  Thanks Brian;

  I take a look at some of these things. Already tried the main log file and you're correct, not much there that appears to be useful for this.

  Ah, just found something interesting that may help other people. Somehow it seems the count internally got messed up. I scan the log file and noted that every ON1 startup scans all the synced folders and albums. So, here's what I did:

  1. I exited ON1 Photo Raw 2021
  2. I made a backup of the log file
  3. I then deleted the log file
  4. I restarted ON1 Photo Raw 2021
  5. And after a few minutes, my Sync 360 light went green

  All albums seem to be fine.

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  Brian Lawson Community moderator

  • December 10, 2020 17:57

  Great, glad you got it all working again.

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  Marc Jacobs

  • December 10, 2020 17:59

  Thank YOU for all your assistance

   

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