dmitry_kovba's profile

225 Messages

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3.6K Points

Sun, Jun 14, 2020 1:54 AM

Lightroom and Photoshop: Stop reading HEIC files in an hour after launch

Lightroom and Photoshop stop reading HEIC files in an hour after launch with error "File appears to be unsupported or damaged" (Lightroom) and "Could not open “file.heic” because the file-format module cannot parse the file" (Photoshop).

A restart always helps, but I have to restart the apps every hour or so. That's extremely inconvenient. The issue is critical. Worked fine in the past with the same files.

P.S. The login in Safari doesn't work. This issue is also critical.

Responses

Champion

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5.8K Messages

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101.1K Points

1 y ago

This smells like a hardware problem. For example, a memory block may be going bad, and it takes a while using the apps before they stumble over it. Have you run memory and disk diagnostics?

225 Messages

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3.6K Points

1 y ago

No. The issue happens with all HEIC files at once. I can open the same files in other applications, for example in Photoshop after Lightroom fails (it would fail in an hour as well). Both apps stop reading all HEIC files in an hour or so. It's not required to use the apps for the issue to appear.

My mac works perfectly fine. There are no any other issues with any other apps. 

Champion

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5.8K Messages

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101.1K Points

1 y ago

Those symptoms aren't inconsistent with a failing memory block -- both LR and PS use much more memory than other apps, especially after you've been using them for a while. 

If this were a software problem, it's very likely there would have been other reports of these symptoms by now.  It's not impossible, just less likely.


225 Messages

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3.6K Points

1 y ago

An example of the steps to reproduce the issue:
1. Start Lightroom.
2. Open 1 photo to see that it works.
3. Change the photo.
4. Wait an hour.
5. Open the same photo. It wouldn't work.

Another example:
1. Start Photoshop.
2. Open 1 photo to see that it works.
4. Wait an hour.
5. Open the same photo. It wouldn't work.

So, there is no much memory usage here. 

225 Messages

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3.6K Points

1 y ago

I restarted the mac and it's working so far. But the issue was really strange.

225 Messages

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3.6K Points

1 y ago

Check the login in Safari. It's completely broken. Just nothing happens after the new window shows that the login was successful.

799 Messages

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11.5K Points

Login to what, your Adobe account? That would be a totally separate problem, which looks like a damaged cache or application state. Run Onyx! Download the free Onyx (https://www.titanium-software.fr/en/onyx.html), select the Onyx version for YOUR SPECIFIC OS, download, run it, reboot.

In Onyx run almost everything in the Maintenance tab, deselecting things you may not want deleted, like Launch Services . Hit the "Options" button across from Internet and deselect more stuff like Cookies & Other Site Data, Browser History, Form Values, etc. (most of these are OFF by default). If you don’t know what something is, google it, or don’t run it, or ask me), then hit Run Tasks. After it's done it will ask for a reboot.

It doesn't hurt to also try to fix any directory damage by running Disk First Aid from Disk Utility: boot into Recovery Mode, (hold down Command-R when booting). When you're in Recovery Mode go to the Utilities menu and launch Disk Utility, say Repair Disk. When done go to Apple Menu for Startup disk and restart normally. Maybe this will help the HEIC issue, which could result from a damaged directory.

225 Messages

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3.6K Points

Yes, Adobe account. I think Safari blocks your servers as ads. Cross-domain redirects in Safari have not been allowed for many years. But it still works for some time for each user before it fails. This is how it’s implemented.

But I suppose it fails for all users because there is a little chance that it could fail simultaneously on all macOS and iOS devices. It doesn’t work on all of them! You could spend your time trying to reproduce the issue instead of writing that long commend about repairing my file system which has nothing to do with the issue.

799 Messages

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11.5K Points

I've fixed thousands of similar issues with Onyx and Disk Warrior during my 25-year Mac IT career. You can't be sure it has NOTHING to do with it, NO ONE CAN before they try it (it's too complex).

PS-Adobe's back end authentication servers have been a problem forever, so I'm not surprised if you are having an issue (I'm not). I can't tell you how many times I've had to delete a user account and recreate them, because they couldn't log in!

799 Messages

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11.5K Points

@Dmitry: I didn't have to write my long "comment" for you, it's boilerplate I've used hundreds of times to help people here. The fact that a restart helps indicates a damaged cache or application state.

225 Messages

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3.6K Points

1 y ago

After the restart the issue returned in a few hours.

643 Messages

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9.7K Points

1 y ago

I do believe John R. Ellis has giving you a place to start, hardware, Memory, problem.

But to check could you post one of your original HEIC files to someplace like Dropbox and post a Public Link to it so we can load it into our systems and let it run to see if we get the same result?

In all honesty I doubt we will.
You can't be the only users of LR Classic and PS that work with these type files and AFAIK no one else has posted this problem before.
So that leaves your computer, Hardware, as the source of your problem.

225 Messages

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3.6K Points

1 y ago

1. There is no point to post HEIC files because the issue happens with all of them (captured on iPhone). The same files work fine before the issue appears and after the app restart.

2. Only one in 1000 users post the bug report and I found at least 20 reports of this issue since 2013. You continue to ignore it! It means it happened for at least 20,000 users. Reinstalling Lightroom helped many users. But this is a workaround - not a fix! Also, for me it’s happening in Photoshop as well (probably, other users just didn’t notice that).

3. My Mac has not a single sign of any hardware or software problems. It works perfectly. Only your apps have the same issue which appears every few hours even when the apps are not used but launched.

The login in Safari doesn’t work completely not only on Mac, but on iPad as well. You preferred to ignore this another critical issue as well.

799 Messages

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11.5K Points

Have you tried MY suggestions? NO ONE knows if their Mac works perfectly, it's too complicated a system. Just because one is not sick yet, doesn't mean damage isn't happening inside you.

14 Messages

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140 Points

I have had this problem just like the starter since about 6 mnths. I can develop heics and then all at once not anymore and then all heics are marked that they are corrupt (the exact text is in the topic starter post). Today I was importing heics again and none are recignized. I hate heics at this point. Maybe I will transfer all my heics through shared with airdrop. Then they are jpegs.

225 Messages

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3.6K Points

Hate Adobe for not doing anything to fix this issue or any other issues - not heic files.

Champion

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5.8K Messages

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101.1K Points

1 y ago

"I found at least 20 reports of this issue since 2013."

Can you provide links to some of those reports? I follow LR issues closely in the two Adobe forums and in lightroomqueen.com, and I don't recall anyone posting symptoms similar to yours, where access to HEIC images works initially but fails after an hour or so. I searched those forums again and didn't find anything relevant. (Note that HEIC support was introduced in LR 7.4, June 2018.)

"There is no point to post HEIC files because the issue happens with all of them (captured on iPhone). The same files work fine before the issue appears and after the app restart."

It's conceivable that there is something about your particular hardware/software configuration that is producing or modifying HEICs that are triggering this problem (e.g. a bug in LR) in a way that most others don't experience. Posting a couple sample photos would help others try to reproduce the problem and is a simple way to eliminate that possibility.  

So far, I've had my LR 9.2.1 / Mac OS 10.15.5 open for many hours, and it continues to let me take Iphone 7 .HEIC photos into Develop.

Also, please copy/paste the first ten lines from the menu command Help > System Info.

(By the way, I don't work for Adobe.)

Champion

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5.8K Messages

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101.1K Points

1 y ago

Another possibility: If the photos are on an external drive, Mac OS may be putting it to sleep and not properly waking it up when LR tries to access a photo. I recall sporadic reports about that. To troubleshoot this:

- In Mac System Preferences > Energy Saver > Power Adapter, uncheck the option Put Hard Disks To Sleep When Possible.

- Put one of the HEICs on your desktop (internal drive) and see if the problem happens with that. I read one report that LR was losing to connection over time to an external disk regardless of the setting of the option above, and the user discovered it was related to a powered USB hub.

799 Messages

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11.5K Points

Right John, USB is notorious for deciding to quit for no reason!

225 Messages

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3.6K Points

It's not an external drive.

Champion

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5.8K Messages

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101.1K Points

1 y ago

"So, there is no much memory usage here."

I wouldn't be so quick to dismiss the possibility of a bad memory block. When I open LR on my catalog with 30K photos, scroll a bit, filter to find a .heic, then edit it in Develop, LR's real-memory usage increases to 3.4 GB. When I open a .heic photo in PS, it's memory increases to 1.5 GB.

Compare this to other apps: Music (200 MB), Terminal (110 MB), Preview (95 MB), Mail (245 MB).

225 Messages

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3.6K Points

My Mac doesn’t have any memory issues or any issues at all. Only Adobe products do not work correctly with heic files.

225 Messages

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3.6K Points

1 y ago

I updated Lightroom Classic and I still see this error. It happens even for the newly imported files. All you need to reproduce the issue is wait several hours with the app launched. No need to use it.


Champion

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5.8K Messages

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101.1K Points

1 y ago

You haven't provided the first ten lines of Help > System Info, or sample photos, or links to additional reports, and you've resisted running hardware diagnostics.  No one else has reporting reproducing the issue yet (I've left my LR running for over 24 hours, and it's still able to take .heic photos into Develop). So as it stands, it's hard to justify further action troubleshooting the issue.

225 Messages

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3.6K Points

MacOS and Lightroom are updated to the latest versions.

35 Messages

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364 Points

10 m ago

New update 9.3 LR Classic for mac doesn't work with HEIC files properly. Sometimes it writes "The file appears to be unsupported or damaged" in Develop module, but the file is 100% not damaged. What is it? How can it be fixed?
Note: This comment was created from a merged conversation originally titled Lightroom Classic 9.3: HEIC files giver error "The file appears to be unsupported or damaged" in Develop module

Champion

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5.8K Messages

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101.1K Points

This is likely a rare condition, otherwise we'd see tons of reports about it by now, which means it will be harder to troubleshoot. To start:

1. Please copy/paste here the first ten lines of Help > System Info.

2. What are the exact steps you're taking to get the .heics into your LR catalog?

2. Upload one of the .heic's that's causing the problem to Dropbox or similar and post the sharing link here. That could give additional clues.

35 Messages

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364 Points

Hello John!

Lightroom Classic version: 9.3 [ 202005281810-476e492c ]
License: Creative Cloud
Language setting: en
Operating system: Mac OS 10
Version: 10.15.5 [19F101]
Application architecture: x64
Logical processor count: 4
Processor speed: 3,3 GHz
SqLite Version: 3.30.1
Built-in memory: 16 384,0 MB
Real memory available to Lightroom: 16 384,0 MB
Real memory used by Lightroom: 972,4 MB (5,9%)
Virtual memory used by Lightroom: 9 517,3 MB
Memory cache size: 579,6MB
Internal Camera Raw version: 12.3 [ 493 ]
Maximum thread count used by Camera Raw: 3
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 317MB / 8191MB (3%)
Camera Raw real memory: 318MB / 16384MB (1%)
Displays: 1) 2880x1800

Graphics Processor Info: 
Metal: Intel(R) Iris(TM) Graphics 550

and the link to the file:
https://drive.google.com/drive/folders/1zRf4b8st42_E0ijjDaYJI6he12-A-ZXn?usp=sharing


35 Messages

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364 Points

and the steps: I import files from my iPhone as usual via the cable, the files are reported damaged or unsupported only in the Develop module. In the Library they are handled without problems, metadata can be changed and saved to original files, face detection works fine. But I can't export such files.


I also tried to downgrade to previous version of LR 9.2.1 and see the same behavior. Rebooting doesn't help. All other file types jpg, tiff, png, cr2, raf are handled well.

Champion

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5.8K Messages

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101.1K Points

My LR 9.3 / Mac OS 10.15.5 doesn't have any issue taking that photo into Develop. I don't see anything unusual with its metadata.

Do you get the error message every time you go into Develop or just some of the time?

Is the photo located on the internal drive, an external drive, or network drive?

35 Messages

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364 Points

Yes, every time. there is a little difference, sometimes the right pane is active. I uploaded screenshots and files to the shared folder. The files are on the external drive, but I have moved one to the internal drive and got same results.

Champion

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5.8K Messages

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101.1K Points

A couple hypotheses:

1. Try turning off the graphics processor by setting Preferences > Performance > Use Graphics Processor to Off.

2. Try running hardware diagnostics, most especially a memory test, including one in Apple diagnostics and perhaps "memtest" from the command line, if you're comfortable running command-line utilities:
https://www.macworld.co.uk/how-to/mac/how-test-for-bad-or-faulty-ram-on-mac-3640485/
https://support.apple.com/guide/mac-help/diagnose-problems-mh35727/mac

If there's a failing memory block with just a few bits going bad, that could be just enough to trip up LR's decoding of HEIC files but not necessarily other formats, which may be less sensitive to corrupted bytes.  LR uses much more memory than most other apps you run, so you might not notice the bad memory when running other apps.

A hardware problem could explain why only a couple people have encountered this.

35 Messages

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364 Points

John, thank you!
Your RAM-failure hypothesis may become true, because today I had a few unexpected OS reboots. Actually, it was not the case previously.
I have to check your idea more thoroughly.

Champion

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5.8K Messages

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101.1K Points

I assume turning off the GPU didn't solve the problem?  

Please update this thread if you learn anything new. 

35 Messages

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364 Points

I can't answer for sure. I have turned it off as you suggested and could notice a little progress. But this is definitely not the true cause of the problem in my case

35 Messages

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364 Points

Hello John! Not sure the problem has been finally solved yet, but after purging LR application cache I can't catch the error again for almost an hour doing the same I did before ;) Thank you for your help!

35 Messages

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364 Points

Yes, it IS solved!

Champion

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5.8K Messages

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101.1K Points

So what steps precisely did you take? Which cache are you referring to?

35 Messages

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364 Points

I checked RAM only with the standard macos tool Apple Diagnostics by pressing D during reboot process, and got ADP000 code several times which means everything is ok with the hardware. 
Then I pressed the button "Purge Cache" at Preferences > Performance > Camera Raw Cache Settings. Cache files are stored by default in the "Adobe Camera Raw 2" cache folder. I didn't even remove files from this folder manually.
So several serial OS reboots I mentioned before may be also caused by this error.

Champion

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5.8K Messages

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101.1K Points

In hindsight, we should have tried emptying the Camera Raw cache early on. 

I very much doubt that that a corrupt Camera Raw cache would cause the OS to reboot -- it could easily cause LR to crash, but not the OS.  However, the cache could have been corrupted by memory or disk failures, perhaps intermittent.

So I suggest running disk diagnostics as well.  And if the OS crashes again, may be consider more thorough memory and disk diagnostics, as well as examining the crash logs.

35 Messages

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364 Points

I can work with my HEIC files and that's all that matters.

Champion

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5.8K Messages

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101.1K Points

Please post back if you learn more about your hardware or if you experience more problems with HEIC files.  If others experience this same issue, what you've posted here will be very helpful to them.

35 Messages

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364 Points

I have wasted enough time and gave all information. Adobe devs should better test the products they release

6 Messages

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94 Points

Are you sure it's a rare condition? I have exactly the same situation. Moreover, I cannot export HEIC files from LR Classic!

6 Messages

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94 Points

Oh a mighty yes to that!!! I have the same problem and will try to run the same remedy tomorrow. Are you able to export your HEIC files from LR classic?

6 Messages

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94 Points

Oh a mighty yes to that!!! I have the same problem and will try to run the same remedy tomorrow. Are you able to export your HEIC files from LR classic?

35 Messages

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364 Points

yes, I also couldn't export HEIC files, purging cache solved this problem too

Champion

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5.8K Messages

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101.1K Points

"Are you sure it's a rare condition?"

Reasonably sure. I actively participate in this forum, Adobe's "community" forum, and the Lightroom Queen forum, and there have been only a few reports of problems with HEIC files since 9.3 was released. Given how popular iPhones are and how many people use LR with iPhones, if there was a widespread issue, we'd almost certainly see many more reports. 

2 Messages

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60 Points

I had the same problem of HEICs showing as unsupported or damaged. I can't be certain but previous to this issue occurring, in an effort to clear space on my hard drive I deleted files from the Adobe Camera Raw 2 folder directly in Finder (Mac). Not sure if that triggered the HEIC unsupported or damaged error, but it was soon after this deletion the issue started (never had an issue before). Though in my case the problem was in all areas of Lightroom, not just Develop.

The solution of clearing the Camera Raw cache through Lightroom, closing the programme and then reopening seemed to do the trick for me! Glad I finally found this thread.

14 Messages

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140 Points

@John_R_Ellis I have the same issue, I found it over the internet quite some times. 
When I import it give the information. "damaged or unsupported". Upon closing and opening LR again it works fine until a certain point all HEIC files are damaged and unsupported all of a sudden again. 
They can be on external drive as on my Mac, no difference there. 

 

 

14 Messages

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140 Points

pavel, Where does this info help me?? 

14 Messages

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140 Points

I experience the same problem. It is external and internal drive.. It occurs like magic.. very strange. Sometimes after I develop a few HEIC it gives the same issue. 

So I am thinking of not making pictures in HEIC anymore... 

14 Messages

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140 Points

So this is what helped you? I am not so technical and I am not english native (dutch) so I do not understand what John Ellis suggested in detail? I am always weary to damage something in my iMac. 
Maybe you can help me in more simple language? :)

14 Messages

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140 Points

@pavel_yablokov 

 I am not so technical and I am not english native (dutch) so I do not understand what John Ellis suggested in detail? I am always weary to damage something in my iMac. 
Maybe you can help me in more simple language? :)

Champion

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5.8K Messages

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101.1K Points

Since I posted those troubleshooting steps three months ago, more people have reported the same symptoms.  So far, the only known workaround is to restart LR.

2 Messages

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60 Points

I had this exact problem and purging the cache worked for me. Thank you so much!

14 Messages

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120 Points

I am having the same issue where I can no longer read HEIC files in Lightroom Classic that I used to be able to read. I can read these files with Lightroom CC.

Lightroom Classic version: 9.4 [ 202008061458-dbb2971e ]
License: Creative Cloud
Language setting: en-US
Operating system: Mac OS 10
Version: 10.15.7 [19H2]
Application architecture: x64
Logical processor count: 6
Processor speed: 3.0 GHz
SqLite Version: 3.30.1
Built-in memory: 8,192.0 MB
Real memory available to Lightroom: 8,192.0 MB
Real memory used by Lightroom: 1,036.6 MB (12.6%)
Virtual memory used by Lightroom: 6,843.8 MB
Memory cache size: 55.1MB
Internal Camera Raw version: 12.4 [ 555 ]
Maximum thread count used by Camera Raw: 4
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 383MB / 4095MB (9%)
Camera Raw real memory: 384MB / 8192MB (4%)
Displays: 1) 5120x2880

What is the suggested fix?

Champion

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5.8K Messages

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101.1K Points

A number of people report that doing Preferences > Performance > Camera Raw Cache Settings > Purge Cache fixes the problem.

14 Messages

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120 Points

Purge Cache did not fix the problem. What is very strange is that I can pull up an older file in Classic and I can make edits on it, but then if I go to another photo and return I receive the error message below. I can edit these same files in LR CC and Photoshop, so the problem appears to be with Classic. I did not have this problem 2 weeks ago.

Adobe Administrator

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10.2K Messages

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137.5K Points

Do you still see the issue after updating to Lightroom Classic 10.0, released earlier today?

Adobe Photography Products

Quality Engineering - Customer Advocacy

14 Messages

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120 Points

I am still not able to import recent iPhone photos into Lightroom Classic. Recent photos are grayed out and I am not able to select them. Some photos appear to be selectable, but I cannot see how those ones are unique. Again, I have no problem importing those photos using LR CC or Photoshop. I also tried moving the files to the hard drive using Image Capture then reading them into LR Classic. In this case I see Preview unavailable and am not able to select any files.

Lightroom Classic version: 10.0 [ 202010011851-ef6045e0 ]
License: Creative Cloud
Language setting: en-US
Operating system: Mac OS 10
Version: 10.15.7 [19H2]
Application architecture: x64
Logical processor count: 6
Processor speed: 3.0 GHz
SqLite Version: 3.30.1
Built-in memory: 8,192.0 MB
Real memory available to Lightroom: 8,192.0 MB
Real memory used by Lightroom: 679.3 MB (8.2%)
Virtual memory used by Lightroom: 12,958.5 MB
Memory cache size: 71.5MB
Internal Camera Raw version: 13.0 [ 610 ]
Maximum thread count used by Camera Raw: 4
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 233MB / 4095MB (5%)
Camera Raw real memory: 243MB / 8192MB (2%)
Displays: 1) 5120x2880

Graphics Processor Info: 
Metal: AMD Radeon Pro 570X

Adobe Administrator

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10.2K Messages

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137.5K Points

Those look as if they were already imported into the LrC Catalog (perhaps synced in?).  If you uncheck the Don't Import Suspected Duplicates on the right do they show up? If so, they are already in your catalog. 

You can verify this by searching for one of the filenames of the grayed-out images. 

Adobe Photography Products

Quality Engineering - Customer Advocacy

14 Messages

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120 Points

Unchecking the Don't Import Suspected Duplicates did not solve the problem, but I have solved it by deleting the files from the disk and re-importing them to the hard drive using Image Capture, them re-importing them into LR Classic. 

14 Messages

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120 Points

I thought that I had this solved, but when I returned to edit the photos today, I got the following message. I don't know what has changed in the last few weeks, but Lightroom Classic appears to no longer support HEIC files on my computer.

Champion

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5.8K Messages

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101.1K Points

Do Help > System Info to verify that you've updated to LR 10.0.

14 Messages

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120 Points

Lightroom Classic version: 10.0 [ 202010011851-ef6045e0 ]
License: Creative Cloud
Language setting: en-US
Operating system: Mac OS 10
Version: 10.15.7 [19H2]
Application architecture: x64
Logical processor count: 6
Processor speed: 3.0 GHz
SqLite Version: 3.30.1
Built-in memory: 8,192.0 MB
Real memory available to Lightroom: 8,192.0 MB
Real memory used by Lightroom: 385.1 MB (4.7%)
Virtual memory used by Lightroom: 11,424.5 MB
Memory cache size: 27.2MB
Internal Camera Raw version: 13.0 [ 610 ]
Maximum thread count used by Camera Raw: 4
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 800MB / 4095MB (19%)
Camera Raw real memory: 811MB / 8192MB (9%)
Displays: 1) 5120x2880

Graphics Processor Info: 
Metal: AMD Radeon Pro 570X

14 Messages

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120 Points

If I exit LR Classic and return, I find that everything appears normal and I can edit two photos, then I start getting the bad file messages on the third file. Very odd.

Champion

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5.8K Messages

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101.1K Points

That's similar to what others are experiencing.

2 Messages

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60 Points

The RAW purge worked for me too - thank you. 

2 Messages

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60 Points

This can't be too rare because I hater it all of a sudden as well. How do we fix this?

35 Messages

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364 Points

They have fixed a lot of annoying bugs, the current update works properly, much better

2 Messages

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60 Points

This issue re-emerged after months of no issues exporting HEIC to jpeg on my Mac using Lightroom Classic (10.1). I cleared the Camera Raw cache in Lightroom Classic and all files were successfully exported to jpeg files. There has been at least 1 upgrade since the last I needed to export HEIC as jpeg, so I suspect that as a contributing factor.