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21 Messages

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354 Points

Sat, Jul 4, 2020 7:50 AM

Solved

Lightroom Classic 9.3: HEIC files giver error "The file appears to be unsupported or damaged" in Develop module

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?

Responses

Accepted Solution

21 Messages

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354 Points

5 months ago

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!

9 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? :)

Champion

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95.5K Points

5 months ago

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.

3 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!

Champion

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5.3K Messages

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95.5K 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. 

9 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. 

 

 

21 Messages

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354 Points

5 months ago

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


9 Messages

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140 Points

pavel, Where does this info help me?? 

21 Messages

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354 Points

5 months ago

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.

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95.5K Points

5 months ago

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?

9 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... 

21 Messages

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354 Points

5 months ago

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.

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5 months ago

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.

21 Messages

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354 Points

5 months ago

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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95.5K Points

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

Please update this thread if you learn anything new. 

21 Messages

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354 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

21 Messages

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354 Points

5 months ago

Yes, it IS solved!

Champion

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5.3K Messages

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95.5K Points

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

21 Messages

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354 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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5.3K Messages

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95.5K 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.

21 Messages

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354 Points

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

Champion

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5.3K Messages

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95.5K 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.

21 Messages

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354 Points

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

3 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?

3 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?

21 Messages

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354 Points

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

9 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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5.3K Messages

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95.5K 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.

1 Message

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60 Points

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

1 Message

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60 Points

3 months ago

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.

7 Messages

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120 Points

a month ago

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?

(edited)

Champion

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5.3K Messages

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95.5K Points

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

7 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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8.5K Messages

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121.6K Points

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

 Adobe Photography Products

Quality Engineering - Customer Advocacy

7 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

(edited)

Adobe Administrator

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8.5K Messages

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121.6K 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

7 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. 

7 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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5.3K Messages

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95.5K Points

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

7 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

7 Messages

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120 Points

a month ago

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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5.3K Messages

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95.5K Points

That's similar to what others are experiencing.

1 Message

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60 Points

The RAW purge worked for me too - thank you. 

(edited)