Sometimes we may suggest you send us a copy of your diagnostic log. This may be because it sounds like it has some sync errors that need to be passed to Adobe. But how do you generate the diagnostic log, and as the file is large, how do you send it to us?
Generate the diagnostic log
First, generate a diagnostic log by going to Preferences > Lightroom Sync tab, holding down the Alt key (Windows) / Opt key (Mac), and clicking the Generate Diagnostic Report button.
How do I send the compressed file?
There are, of course, several ways. The important thing is that the one you use can handle the size of the file. We are going to use WeTransfer in our example. The free version of this can transfer up to 2GB, and you don’t need to create an account.
In a browser window, go to https://wetransfer.com/
Enter our email in the To email (logs@lightroomqueen.com)
Enter your email (shown as me@home.com in the example)
Enter your Adobe ID in the comments
Drag the compressed file from your Explorer / Finder window onto the browser window, or click the blue + button to locate it.
Hit Transfer.
As you’re using a free version of WeTransfer and are not logged in, a security number will be sent to your email address. Just enter it on the screen and click Verify.
The transfer starts and you’ll see the progress displayed.
You’ll get an email to confirm the upload has taken place, including a download link.
We should also get a notification of the download being available for us.
Once we receive the diagnostic log
Please ensure you give us your Adobe ID so that we can pass the log and your ID to Adobe. We will also pass your email address to them so they can contact you directly.
