Upload troubleshoot

If you have any issues uploading photos to Imagen, Please follow these troubleshooting steps:

  1. Restart Imagen and try again.

  2. Install the latest Imagen version.
    Mac version
    Windows version

  3. Mac users: allow file and folder permissions, as shown in this article.

  4. Make sure you have at least 1GB of free space on your main drive.

  5. Make sure your internet connection is working well. 
    • You can verify if it's a network issue by trying a different network (use a mobile phone hotspot).
      It's not a network issue if the issue happens on both networks
    • Ensure your Firewall is not blocking Imagen (Windows users).
    • VPN or Antivirus might create network issues, try disabling them and try again.
  6. Create Smart Previews for all the photos you want to upload and try again.
  7. If your Lightroom catalog and/or the catalog imported photos are located on an external drive or cloud-synced folder, please read the following article to find solutions:
    Uploading photos / Loading a catalog from an external drive or cloud (OneDrive, Dropbox, etc.)

  8. Install Adobe DNG converter on your machine:
    Adobe DNG Converter for Mac
    Adobe DNG Converter for Windows
    Restart your device and try again after installing it.

If the problem persists, please get in touch with our Customer Success team for further assistance.

 

 

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