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56 Messages

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1K Points

Sun, Dec 3, 2017 5:40 AM

Solved

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

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56 Messages

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1K Points

3 years 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.    

Employee

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50 Messages

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766 Points

Hi Paul,

We have two workarounds , Deleting dlms Preference folder and importing video in 6.x and then importing in 7.x. Both has resolved this issue. 
Please let us know if either workaround did not work for you.

-Kanheiya

Adobe Administrator

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109 Messages

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2.9K Points

3 years 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 years 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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    8.6K Messages

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    122.6K Points

    3 years 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. 
    Adobe Photography Products

    Quality Engineering - Customer Advocacy

    56 Messages

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    1K Points

    3 years 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.

    56 Messages

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    1K Points

    Okay,  So I did this.    In uninsalled all Adobe Apps.   Uninstalled Creative Could desktop.    I resinstalled Lightroom 6.     All videos import no problem.    I then installed Lightroom 7.3.   Many videos do not import.  Same folders same videos.   I also noted a huge difference in the performace of Lightroom 6 over Lightroom 7.3.     Its clear to me that something is broken and Adobe does not seem to have a handle on whats going on.   Lightroom is Broken.    Slow cumbersome and so many features broken, missing or undocumented.  So frustrating.

    Adobe Administrator

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    8.6K Messages

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    122.6K Points

    3 years 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 Photography Products

    Quality Engineering - Customer Advocacy

    56 Messages

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    1K Points

    My apologies. Yes I did use the Adobe Cleaner to uninstall the CC DESKTOP AND ALL OTHER FILES. As noted before Abobe Bridge and Photoshop open all files.

    Adobe Administrator

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    8.6K Messages

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    122.6K Points

    Thanks, I will report that to engineering. 
    Adobe Photography Products

    Quality Engineering - Customer Advocacy

    Adobe Administrator

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    8.6K Messages

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    122.6K Points

    3 years 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?
    Adobe Photography Products

    Quality Engineering - Customer Advocacy

    56 Messages

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    1K Points

    Some I have already uninstalled all the app, run the cleaner and installed 7.3 are you suggesting I do it again or just update to 7.3.1. Nothing in the update notes says anything about dealing with video or performance.

    Adobe Administrator

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    8.6K Messages

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    122.6K Points

    If you've performed the steps and ended up at 7.3 and still have the issue, I am asking to do the update to 7.3.1 (without the uninstall/cleaner steps) and see if the issue is still present. 

    Thanks for your help!
    Adobe Photography Products

    Quality Engineering - Customer Advocacy

    56 Messages

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    1K Points

    I have upgraded to 7.3.1.   Al indications are that the problem still exists.     I do not that the import dialog process is MUCH SLOWER than previously.

    Adobe Administrator

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    8.6K Messages

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    122.6K Points

    Thanks for the confirmation, Paul. I will touch bases with engineering again. 
    Adobe Photography Products

    Quality Engineering - Customer Advocacy

    1 Message

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    60 Points

    I had the same problem. In Lightroom 5 it worked. Trying Lightroom CC suddenly problems with a lot of videos, they dont get imported at all and i get the above mentioned error message (btw Im on 10.12 Sierra)

    After installing the Prelude and the Media Encoder it worked and Lightroom started importing my videos correctly (When installing Prelude, it automatically installs a program called Media Encoder CC saying: "Schnelle Ausgabe von Video Dateien für nahezu jedes Bildschirmformat")
    I did not deinstall anything, any of my old Lightrooms, for this. But the problem is that you cant do this if you only have the Photo Bundle.

    Employee

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    50 Messages

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    766 Points

    2 years 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

    13 Messages

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    342 Points

    10 months 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.

    Adobe Administrator

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    8.6K Messages

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    122.6K Points

    Previous issue was solved and is years old. Creating new thread to monitor

    Please reference the new conversation here: Lightroom Classic: (9.1) Videos have exclamation marks and adjustments are not po...
    Adobe Photography Products

    Quality Engineering - Customer Advocacy