wolfgang_tietzen

5 Messages

•

640 Points

Thu, Oct 19, 2017 4:15 PM

Solved

Lightroom Classic: Videos don't play and don't import

In the passed I managed my video clips in Lightroom CC, since today I have LR Classic CC and it seems, that Adobe took out all video functions. Even I cannot open (to have a look) videos from the old catalogue. Is this a bug, or ist the function not existing anymore?

Responses

John_R_Ellis

Champion

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5.5K Messages

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97.3K Points

3 years ago

In my LR Classic 7 catalog, video support is still present and functioning. Initial troubleshooting:

1. In Library, do you see the video thumbnails?

2. What in detail happens when you double-click one of those thumbnails?

jason_butler_83z7qde4b8hbw

5 Messages

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242 Points

This is not solved.

3 years ago

jason_butler_83z7qde4b8hbw

5 Messages

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242 Points

here is the answer for most:

Quit LR

From the Finder type: (CMD-SHIFT_G) OR from GO Menu

Enter path: ~/Library/Preferences/Adobe/

Rename the following folders with a .old OR delete the directory

dynamiclinkmediaserver

dynamiclinkmanager

DyanmicLinkMediaServer

Open LR and Import Video files as usual. Worked for me!

3 years ago

angela_carpenter

1 Message

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62 Points

THANK YOU!!!!

3 years ago

uwe_bergwitz

1 Message

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60 Points

Thanks a lot..it works!!!

3 years ago

aaron_cohen_gz1d7p8i978hk

1 Message

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60 Points

Thank you so very much. Lightroom Classic 8.4.1 would not import videos and a grey screen appeared each time I clicked on one that was there already. By changing the three files to .old as recommended solved all of the problems. You have saved me so much time and aggravation.

7 months ago

wolfgang_tietzen

5 Messages

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640 Points

3 years ago

thanks for your reply, for the videos which were already in the old catalogue I see the thumbnails, but when I try to open it I get a grey window and after some seconds an error message like "working with the photo generates a failure" ( I have the German version "Beim Arbeiten mit dem Foto ist ein Fehler aufgetreten", I do not know the correct English wording).
Trying to import new videos into the catalog even does not work anymore.

John_R_Ellis

Champion

•

5.5K Messages

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97.3K Points

3 years ago

Importing video and then viewing it works in my LR 7. Some initial troubleshooting steps:

1. Can you please post a screenshot of the error message?

2. Upload a sample video to Dropbox or similar and post the sharing link here. That will help identify whether the problem is specific to the video file(s) or to your particular installation of LR.

wolfgang_tietzen

5 Messages

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640 Points

3 years ago

It's to all my video files ... and it worked in the version before Classic CC. Here is the link to a Dropbox folder with one of the video clips and the screenshot:
https://www.dropbox.com/sh/6kgmdwiv43ljo8e/AACQYbo2P7N3yuVOeCuDx6S5a?dl=0

stefan_ried

2 Messages

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70 Points

3 years ago

same problem here

wolfgang_tietzen

5 Messages

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640 Points

3 years ago

I have another issue: Tried to empty the video cache, does not work, LR is frozen, not possible to quit LR the normal way, killed LR with the task manager. After restart same issues as before.

John_R_Ellis

Champion

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5.5K Messages

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97.3K Points

3 years ago

My LR 7 is able to import and play that video file, so that rules out a problem with the file itself.

You might try exiting LR and manually deleting the video media cache: https://forums.adobe.com/message/7553521#7553521

wolfgang_tietzen

5 Messages

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640 Points

3 years ago

did it, and now it's working ... many thanks for your support

mark_goldberg_4z63yx6eevaz9

4 Messages

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130 Points

3 years ago

John, I am having the same problem as Stefan and Wolfgang. My videos from "old" Lightroom CC were imported into Lightroom Classic. I can see the videos are in the thumbnails but when I try to play, I get the same error message as others. Video won't play and can't be imported into Lightroom Classic. I do not know what the video cache is or where it can be found, but if I delete it? will Lightroom Classic than play and import videos? Why didn't Adobe adress this problem before Lightroom Classic release? Also, are they aware of the problem now? Thanks for all you help.

John_R_Ellis

Champion

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5.5K Messages

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97.3K Points

Mark, you should click ME TOO in the upper-right corner to add your vote. Adobe generally reads every topic here, but they pay most attention to those that have more votes.

The link I posted above contains the locations of the media cache on Mac and Windows: https://forums.adobe.com/message/7553521#7553521 . Deleting it helped Wolfgang, maybe it will help you.

3 years ago

dan_smyth_8f4yb0n0dvarv

5 Messages

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122 Points

3 years ago

I just installed the new Lightroom CC Classic on macOS Sierra and now cannot play video files. The files are not corrupt as they play fine in Quicktime. It's ridiculous that a problem like this should occur in a new release of Lightroom!

mark_goldberg_4z63yx6eevaz9

4 Messages

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130 Points

I agree and have the same problem as Dan. This should have been addressed before Classic was released!

3 years ago

John_R_Ellis

Champion

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5.5K Messages

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97.3K Points

Have you tried manually deleting the medica cache, as described in the link above?

3 years ago

dan_smyth_8f4yb0n0dvarv

5 Messages

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122 Points

So some magic happened while I was out for the last couple of hours. I shut down LR CC Classic without backing up the catalogue and went out on an errand, When I returned I fired up the new Photoshop CC 2018 to test if it would play my videos which it did without a hitch. I closed Photoshop & reopened Lightroom CC Classic. This time it played successfully all of my video files that I tried. I assume the process of shutting down without saving or backing up & restarting reset a cache or buffer or something. I had used the new LR yesterday for a couple of hours testing on dng files & shutdown as I normally would with a backup. I don't like mysteries but at least it seems to be working for now. I hope this helps others with this problem.

3 years ago

mark_goldberg_49zdv2ni4fx9b

2 Messages

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70 Points

Dan, I need your luck. I just purged my video cache, closed Lightroom Classic, restarted my Mac, opened Classic, and still videos won’t play.

3 years ago

mark_goldberg_49zdv2ni4fx9b

2 Messages

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70 Points

I can still play videos in Quick time. What a PITA

3 years ago

stewart_searles

10 Messages

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152 Points

My problem is similar. LR CC 7 Classic will not import or play video files. Nor will LR 5.7 or Photoshop CC. This is a recent problem. Thumbnails of videos previously imported show in the Catalog. Moving the cursor over the thumbnails produces movement approximating the content of the video file. Double clicking the thumbnail results in the movie play bar appearing but it does not respond to mouse clicks. Typical error messages when trying to import are “An unknown error has occurred while reading the video file. Connecting to Dynamic Link server failed. (1) F:\My Photos\3-11-2017\MAH00212.MP4” and “There is a problem with the video file (1) F:\ Photos and Videos\Video Camera Files\00020.MTS “ and “dynamiclinkmediaserver has encountered an error [..\..\Src\DirectoryRegistry.cpp-283]”. The import preview thumbnails are blank.

Solutions tried include uninstalling LR. Using Adobe Cleanup tool and then re-installing. Cleaning the Registry (Win 10). Installing K-Light Codec Pack. Uninstalling same. Purging video cache thru’ LR. Manually deleting contents of video cache. Opening a video file with LR. Uninstalling and re-installing Quicktime. Using Photoshop CC to try and open video file (PS displays “Reading Video Format” before freezing completely). All video files play on other apps e.g VLC player and Quicktime.

Driving me crackers!

3 years ago

r_s_ijokg2tbhl8rx

1 Message

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64 Points

Same to me, in Lightroom Classic i am not able to import new video files or play my previous imported video files.
I am still able to view videos in my old lightroom version (from 2017, version "2015.12").
I tried deleting the cache, but after 5 minutes it not finished so i clicked on "cancel" and nothing happened. So had to kill Lightroom using the task manager.
Deleting the cache manually (using windows explorer) did not help either.

3 years ago

jeff_ellis_3481594

8 Messages

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182 Points

Same problem here. With OS Sierra & Mac Pro

3 years ago

melissa_rios

Adobe Administrator

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109 Messages

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2.9K Points

Hey Jeff,

Were you able to follow the steps outlined in my reply here: 2 days ago

Let us know if and how this works out for you.

Thanks,
Melissa

3 years ago

swingsensei

1 Message

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62 Points

Hi Melissa, I swithed to LR Classic CC (7.4 release) a couple of days ago and now faced the same problem : video files intact - as QUICKTIME plays them OK - but LR doesn’t play the). Can you kindly advise what I should do?

3 years ago

rick_russell_7249084

4 Messages

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120 Points

3 years ago

I am having the same problem.

rick_russell_7249084

4 Messages

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120 Points

Still not working

3 years ago

alainfolny

2 Messages

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90 Points

3 years ago

Same issue for me on Mac 10.13.2. Tried many things, but none solved the issue.

Note that I noticed the following error in macOS Console:

Process:               dynamiclinkmediaserver [1833]
Path:                  /Applications/Adobe Lightroom Classic CC/Adobe Lightroom Classic CC.app/Contents/Helpers/DynamicLinkMediaServer/application/dynamiclinkmediaserver.app/Contents/MacOS/dynamiclinkmediaserver
Identifier:            com.adobe.dynamiclinkmediaserver
Responsible:           dynamiclinkmediaserver [1833]
terminating with uncaught exception of type dvacore::filesupport::eof_error: Error reading past end of file: '/Users/alain/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt'

kanheiya_agrawal

Employee

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50 Messages

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766 Points

Hi,

Can you please share "Trace Database.txt" ('/Users/alain/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt'), which will help us to investigate this issue further.

Thanks,
Kanheiya

3 years ago

rick_russell_7249084

4 Messages

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120 Points

Lightroom on a Mac - where would I find this file

3 years ago

kanheiya_agrawal

Employee

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50 Messages

•

766 Points

Hi,

You can find the tracefile at below location.
/Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt

-Kanheiya

3 years ago

alainfolny

2 Messages

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90 Points

3 years ago

I solved it !
I finally tried to install the combo update for my mac.

https://support.apple.com/kb/DL1944?locale=fr_FR

Now I can re-import videos and they are correctly played.

tj_wolsos

2 Messages

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74 Points

3 years ago

Just adding an extra reply - I have installed the 10.13.2 update as others have suggested (as well as some other suggestions) and it is not working for me either...cannot play and cannot import videos.

juergenberkessel

1 Message

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64 Points

3 years ago

I "upgraded" my catalog from Lightroom CC to Lightroom CC Classic,, and ever since then my videos don't play anymore, nor can I import new videos. , followed all the instructions, videos do not import and do not play. This is true for old videos leftover from Lightroom CC, or brand new videos. Both for .mov and .mp4 files. Still happens after Mac OSX update 10.13.2.

PS, why is this thread marked "solved"?

kanheiya_agrawal

Employee

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50 Messages

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766 Points

Hi,

In High Sierra system somehow dlms library(helps video play and import) is not able to invoke. We are looking into this issue. Can you please share below information which may help us to investigation more on this issue.

1) Import any video in 6.x Lr and then try to import video in 7.x. Share your observation.
2) You can find the tracefile at below location. /Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt
Please share this file.

-Kanheiya

3 years ago

stewart_searles

10 Messages

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152 Points

Thanks for looking into the problem but what is "High Sierra"?

3 years ago

kanheiya_agrawal

Employee

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50 Messages

•

766 Points

Mac OS version 10.13 and above is called as "High Sierra".

3 years ago

stewart_searles

10 Messages

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152 Points

Thank you. But unfortunately that leaves us Windows based systems without a possible fix.

3 years ago

kanheiya_agrawal

Employee

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50 Messages

•

766 Points

This issue is happening on a very few mac machines with 10.13+ OS. Can you please try above 2 steps and update your findings.

1) Import any video in 6.x Lr and then try to import video in 7.x. Share your observation.
2) You can find the tracefile at below location. /Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt

-Kanheiya

3 years ago

neneva

10 Messages

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164 Points

I am having this issue with El Capitane.

3 years ago

wolfgang_tietzen

Lightroom Classic: Videos don't play and don't import

Responses

John_R_Ellis

jason_butler_83z7qde4b8hbw

jason_butler_83z7qde4b8hbw

angela_carpenter

uwe_bergwitz

aaron_cohen_gz1d7p8i978hk

wolfgang_tietzen

John_R_Ellis

wolfgang_tietzen

stefan_ried

wolfgang_tietzen

John_R_Ellis

wolfgang_tietzen

mark_goldberg_4z63yx6eevaz9

John_R_Ellis

dan_smyth_8f4yb0n0dvarv

mark_goldberg_4z63yx6eevaz9

John_R_Ellis

dan_smyth_8f4yb0n0dvarv

mark_goldberg_49zdv2ni4fx9b

mark_goldberg_49zdv2ni4fx9b

stewart_searles

r_s_ijokg2tbhl8rx

jeff_ellis_3481594

melissa_rios

swingsensei

rick_russell_7249084

rick_russell_7249084

alainfolny

kanheiya_agrawal

rick_russell_7249084

kanheiya_agrawal

alainfolny

tj_wolsos

juergenberkessel

kanheiya_agrawal

stewart_searles

kanheiya_agrawal

stewart_searles

kanheiya_agrawal

neneva

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