paul_grant_ac4tyxgvkowoj's profile

56 Messages

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1K Points

Sun, Dec 3, 2017 5:40 AM

Lightroom Classic: Videos do not play or import macOS High Sierra

Responses

56 Messages

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1K Points

3 y ago

I have deleted the above files in the past.   I sent messages related to the above with NO response.   The only thing that works for sure and is a TEMP solution is to load some videso into Lightroom CC 2015 or Lightroom 5.     Lightroom Clasaic CC then works but stops whenever it chooses to and for certain whenever this is a new update to Lightroom Classic CC.    

Adobe Administrator

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109 Messages

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2.9K Points

3 y ago

Hi all,

Can you please try the below steps?
  1. Quit Lightroom Classic CC.
  2. Navigate to the folder paths mentioned below for your specific operating system.
  3. You can do any of the three below steps:
    1. Navigate into each of the below folders and find a file called “Trace Database.txt”. Delete this file OR
    2. Rename the below folders OR 
    3. Delete the folders.
  4. Reopen Lightroom Classic CC and import your videos as normal.
macOS (Finder > “Go" > "Go to folder..." > Paste the below file paths):
    • <user>/Library/Preferences/Adobe/dynamiclinkmanager
    • <user>/Library/Preferences/Adobe/dynamiclinkmediaserver
    • <user>/Library/Preferences/Adobe/DyanmicLinkMediaServer
    Windows (please make sure to have “Show hidden files” enabled):
    • <user>/AppData/Roaming/Adobe/dynamiclinkmanager
    • <user>/AppData/Roaming/Adobe/dynamiclinkmediaserver
    • <user>/AppData/Roaming/Adobe/DyanmicLinkMediaServer
    If these steps don't resolve the issue for you, please let us know in a reply.

    Thanks,
    Melissa

    2 Messages

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    70 Points

    3 y ago

    I did all the above steps and there are still the same problems with playing Video files.

    After reopening Lightroom:
    1/ All movies from iPhone 8 recorded in H.264 are being played upside-down
    2/ Movies recorded on the camera in MTS or MP4 are playable w/o problems.
    3/ All movies recorded in HEVC format are greyed out and if I click on them there is a message Lightroom has encountered problems reading this video.
    Then I can't play any other video until I restart Lightroom Classic.

    This is becoming very annoying so I hope the solution can be find asap.

    Adobe Administrator

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    10.7K Messages

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    142.1K Points

    3 y ago

    For those of you on this thread still having issues with Video Import/Play, this set of steps has worked for some users:

    1. Uninstall all other LrD versions. Use Cloud cleaner to clean all files.
    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html
    2. Install Lr 6.0, Upgrade to Lr 6.14. 
    3. Video should be running fine now.
    4. Install Lr 7.3 after this.
    5. Import video files again. It should work fine now.

    Give it a try and let us know if it solved your issue. 

    56 Messages

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    1K Points

    3 y ago

    This seems similar to other fixes offered in the past.   Each time I uninstalled and opened a previouls version of Lightroom then went back to the latest version it worked.    Then next update came along and broke it again.   What has been done to make this a permanent fix.

    Adobe Administrator

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    10.7K Messages

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    142.1K Points

    3 y ago

    Paul,

    I am sorry you are still having issues after going through all that work. I noticed in your post that you didn't mention using the Adobe Cleaner after uninstalling the versions of Lightroom Desktop.  I understand that to be a critical part of the process. Did you use the Cleaner? 

    I want to make sure I report back accurate and complete information to the engineering team. 

    Adobe Administrator

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    10.7K Messages

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    142.1K Points

    3 y ago

    Lightroom Classic CC 7.3.1 was released earlier today. Can anyone confirm they are still seeing the issue after installing 7.3.1 and having performed the steps outlined in my post 4 days ago?

    Employee

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    51 Messages

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    776 Points

    3 y ago

    Hi All,

    Can you please try to import videos in the latest Lr Classic 8.0 version and let us know if you are facing any issues?

    -Kanheiya

    29 Messages

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    522 Points

    1 y ago

    Feb 2020, Lightroom Classic 9.1, Mac OS Catalina (all updated) and this issue has still not been resolved. I have massive amounts of videos with exclamation marks and "Lightroom will not be able to make adjustments". Pathetic.