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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?

Problems

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Updated 

3 months ago

23

59

Responses

John_R_Ellis

Champion

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5K Messages

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91.7K 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?

5

jason_butler_83z7qde4b8hbw

5 Messages

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242 Points

This is not solved.

Like

2 years ago

0

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!

Like

2 years ago

angela_carpenter

1 Message

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62 Points

THANK YOU!!!!

Like

2 years ago

0

uwe_bergwitz

1 Message

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60 Points

Thanks a lot..it works!!!

Like

2 years ago

0

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.

Like

3 months ago

0

wolfgang_tietzen

5 Messages

 • 

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.

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0

John_R_Ellis

Champion

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5K Messages

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91.7K 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.

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0

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

0

0

stefan_ried

2 Messages

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70 Points

3 years ago

same problem here

0

0

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.

0

0

John_R_Ellis

Champion

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5K Messages

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91.7K 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

0

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

0

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.

1

0

John_R_Ellis

Champion

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5K Messages

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91.7K 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.

Like

3 years ago

0

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!

10

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!

Like

3 years ago

0

John_R_Ellis

Champion

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5K Messages

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91.7K Points

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

Like

3 years ago

0

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.

Like

3 years ago

0

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.

Like

3 years ago

0

mark_goldberg_49zdv2ni4fx9b

2 Messages

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70 Points

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

Like

3 years ago

0

rick_russell_7249084

4 Messages

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118 Points

3 years ago

I am having the same problem. 

1

0

rick_russell_7249084

4 Messages

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118 Points

Still not working

Like

2 years ago

0

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'

3

0

kanheiya_agrawal

50 Messages

 • 

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

Like

3 years ago

0

rick_russell_7249084

4 Messages

 • 

118 Points

Lightroom on a Mac - where would I find this file

Like

3 years ago

0

kanheiya_agrawal

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

Like

3 years ago

0

alainfolny

2 Messages

 • 

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.

0

tj_wolsos

2 Messages

 • 

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.

0

0

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"?

6

0

kanheiya_agrawal

50 Messages

 • 

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

Like

3 years ago

stewart_searles

10 Messages

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152 Points

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

Like

3 years ago

0

kanheiya_agrawal

50 Messages

 • 

766 Points

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

Like

3 years ago

0

stewart_searles

10 Messages

 • 

152 Points

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

Like

3 years ago

0

kanheiya_agrawal

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

Like

3 years ago

0

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