You might have upload issues if you use an external drive or your photos and Lightroom Classic catalog are located in a cloud-synced folder, such as OneDrive or Dropbox. There might be errors, or Imagen might not find some of your photos.

Try these troubleshooting steps before you contact support.

Upload issues when your catalog is on an external drive or in the cloud

Imagen can’t upload your photos if your Lightroom Classic catalog is in a cloud-synced folder, like DropBox or OneDrive, or in an external drive. Copy or move your catalog with its folders to your local hard drive, and then try again.

Imagen can’t find your photos even though they are in your catalog

If the photos are available in your catalog, but Imagen doesn’t find them, try these steps one at a time in Lightroom Classic. Continue to the next step if the upload isn’t successful. The links are to guides in the Adobe help center:

1. Create Smart Previews for your photos. Try uploading again. If the upload still has issues, continue to the next step.
   
   
2. In the Develop module, go to Lightroom Classic > Preferences > Performance and select Use Smart Previews Instead of Originals for Image Editing. Try uploading again. If the upload still has issues, continue to the next step.
   
   
3. Copy the original photos to a local hard drive, and reconnect the photos to your catalog. If you don’t want to change your catalog, import the photos to a new catalog from your local hard drive, and upload that catalog to Imagen. Contact support if you still need help.