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Adobe Photoshop Family

5 Messages

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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

4 Messages

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92 Points

3 years ago

Same problem as above, videos do not play in LR Classic 7.2. Typical behavior - am able to play a few videos after starting LR however after more time, I can see the play/ pause button and scroll bar and a grey rectangle, however am not able to play anything (i.e. not able to push play/ pause button or scroll). However am able to go to next photo and view photos. Importing seems to work fine for me. Thanks.

I am on High Sierra 10.13.3. Video cache emptied. Video cache setting set to 15 Gb (I have 48G Ram).  

Employee

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50 Messages

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766 Points

3 years ago

Please try to delete /Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver  folder and try again.

10 Messages

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164 Points

3 years ago

I am using El Capitaine and have same issue with Lightroom CC classic, however, the path you show does not work for me.  I can find dynamiclinkmediaserver  folder but not where you say.  Is it safe to delete it? It is in /Users/<User_Name>/Documents/Adobe/dynamiclinkmediaserver.  Perhaps it's just in the wrong place, no idea why, I certainly didn't move it.  I have only just installed Lightroom Classic CC.  Funnily, the creation date for that file is March 16, which I think is some time after I did the installation, and it says it was modified today.

Employee

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50 Messages

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766 Points

This is not the same file. Please don't delete this(If you have deleted then Lr will re-create those files so nothing to worry). If you have Lr 6.x installed then please import a video in 6.x version and try to import in 7.x. Let us know your findings.

-Kanheiya

10 Messages

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164 Points

Thanks for your reply.  I have Adobe Photoshop Lightroom Classic CC, the latest version. Strangely, I just checked, and most of my videos are now playing!  Perhaps there has been an update? These are videos that previously gave an error.

Adobe Administrator

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109 Messages

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2.9K Points

Hey Neti,

I just replied to your below reply, but it looks like updating to Lightroom Classic 7.3 solved the issue for you. Thanks for coming back and letting us know!

Thanks,
Melissa

10 Messages

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164 Points

Hi Melissa, in fact I have not figured out HOW to update to 7.3.  I go to Help/update.  Then I get a message that I need to quit Adobe Lightroom Classic in order to update it, and when I quit the program the update window goes away too.  Very frustrating.  Nothing on the Adobe website to help me. I am beyond frustrated, just ready to give up on this especially after reading about all the problems people are having with lightroom classic crashing and rebooting the computer after the 7.3 update, https://forums.adobe.com/thread/2473488#access_token=eyJ4NXUiOiJpbXNfbmExLWtleS0xLmNlciIsImFsZyI6IlJ...

10 Messages

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164 Points

Hi. Please see my reply below, I was premature in saying y videos are working now, they most definitely are not.  This thread should not be marked as solved, or maybe we need to start a new thread?

2 Messages

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70 Points

3 years ago

I have the same problem. Windows 10 + LR 7 CC... Is there really no solution for that!? damn

6 Messages

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132 Points

3 years ago

hello, same probleme here, i am having a discussion with adobe since december, and today no solution. They asked me to post here...

In CC 2017 (last update)






In CC 2015 (previous)




And finaly in Lightroom 5, magically it's working like a charm...




Windows 10 pro, adobe CC licence

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

    10 Messages

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    164 Points

    I tried navigating to where you described on my Mac, El Capitaine OS
    • <user>/Library/Preferences/Adobe/dynamiclinkmanager
    • <user>/Library/Preferences/Adobe/dynamiclinkmediaserver
    • <user>/Library/Preferences/Adobe/DyanmicLinkMediaServer
    In the first place there is no Library Folder in my User folder.

    I tried <hard drive>//Library/Preferences/Adobe

    and that does not exist either.  There is no Adobe file in the Preferences folder.

    So I am not able to find the Adobe preferences to delete that file,

    Any further advice?

    Thanks, Neti

    Adobe Administrator

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    109 Messages

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    2.9K Points

    Hey Neti,

    Thanks for coming back for clarification. When you open Finder and navigate to its menu, select Go. Do you see a shortcut to Library? It should look like below:




    If not, let's try just searching in the Finder search bar for "Trace Database.txt". Make sure you're searching within "This Mac" and not just "Recents".

    If you're still not finding it, let us know. We can set up an agent to call you and work with you through the above steps.

    Another question: are you now on Lightroom Classic 7.3? If you're on an earlier version, would you mind updating to 7.3 and letting us know if this issue resolves? We've had several other users simply update and it resolved the problem.

    Thanks,
    Melissa

    10 Messages

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    164 Points

    Hi Melissa, I do not see that file.  My Go menu does not have a Library shortcut and a search of This Mac yielded no results.  I am updating now to 7.3, and will let you know what I find. Thanks for your help, Neti

    10 Messages

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    164 Points

    Hi Melissa, I finally figured out how to upgrade to Lightroom Classic 7.3.  My videos now import, but playback on some of them is choppy.  The audio works but the picture stops and starts.  I worked with one file in particular. The same video plays fine in Quicktime.  I tried deleting from the Lightroom Catalogue and re-importing.  I purged the video cache. It is an mp4 file from an android phone, less than 2 minutes, 53MB. I am using a pretty old Macbook Pro, perhaps it's a memory issue?

    10 Messages

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    164 Points

    Hi Melissa, I went back to older videos (from 2016) that used to play in Lightroom when I had Lightroom 3, berfore updating to 5 and then CC 7.  Now I have Lightroom CC Classic 7.3.  My old video thumbnails show an exclamation mark (in small black circle) in the Library view, and don't play.  I removed them from the catalogue, and tried re-importing (leaving them in their original folders, using "Add").  Every single video had a problem and could not be imported.  The videos do play in Quicktime.  Taking your previous advice, I searched my Mac for "Trace Database.txt"" and found nothing.  Thanks for your reply, I really need help with this!  There is no "<user>/Library/Preferences/Adobe" folder on my computer. Neti

    5 Messages

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    242 Points

    Not working and each potential solution seems to involve working around Adobe's update. Given the number of people affected by this, how is this not yet a priority? The bottom line is that is was working before updating and now it is not. The customer did not make any changes, Adobe did and the solution is for the customer to troubleshoot a plethora of potential issues cause by the update. Perhaps a black box warning should appear for any update; warning the dedicated customer that new update is going to change a fundamental component that users have become accustomed to and relied on in their day to day usage of the product for years. This seems to be the latest obstacle created by Adobe's growing need to push people from desktop to cloud based storage and solutions to increase potential revenue. How about we just keep things that are working well for customers in place?

    2 Messages

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    70 Points

    Hi Mellissa, i also can't find the files like Neneva!

    Taking your previous advice, I searched my Mac for "Trace Database.txt"" and found nothing.  Thanks for your reply, I really need help with this!  There is no "<user>/Library/Preferences/Adobe" folder on my computer.

    1 Message

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    62 Points

    Hi Mellissa, this procedure works perfectly with my Lightroom-6.14 on Windows (8.1) ! My videos run in the slide-show module now! Many thanks!

    10 Messages

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    152 Points

    3 years ago

    System: Windows 10, Lightroom Classic. i7, Geforce GTX960 Graphics, 8GB RAM. Pls see previous post for attempts at fixing the problem.

    Updated Classic CC. Deleted 3 files. Restarted Lightroom.
    Attempted to play previously imported video files in .AVI and .MOV format. Player controls appeared but did not operate. i.e. I was unable to play any such file.

    Attempted to import .MP4 files. Files showed up in import screen but when importing was attempted got error message:

    "An unknown error has occurred while reading the video file. Connecting to Dynamic Link server failed. (1)
        E:\Video files from cameras\25-01-2018 Spencer Quad Bike\MAH00462.MP4"

    Sigh.......

    Stewart Searles

    Adobe Administrator

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    109 Messages

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    2.9K Points

    Hey Stewart,

    I feel the sigh - I'm sorry that this issue is still not resolved for you. :(

    I'm working with engineers to figure out next steps. Just a clarification: you're on Lightroom Classic 7.3 now? If not, could you update and let us know if it still doesn't resolve.

    Thanks,
    Melissa

    10 Messages

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    152 Points

    Yes, using 7.3. Issue still unresolved.
    Stewart

    5 Messages

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    242 Points

    Same here. No solution from Adobe. Everything is updated, all work around solutions tried. Update after the new LR was released is now creating problems for so many long time users and dedicated customers.

    6 Messages

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    132 Points

    3 years ago

    Hello, i tried this on windows 10, gtx 1080.

    Exactly the same answer as above, it still doesn't work

    Adobe Administrator

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    109 Messages

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    2.9K Points

    Thanks, Lau, for coming back and confirming that the above suggested steps did not work for you. I'm working with engineers to get next steps available. Thanks for your patience.

    Melissa

    Adobe Administrator

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    109 Messages

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    2.9K Points

    One more thing: are you on 7.3? If not, would you mind updating and letting us know if the problem still occurs. We've had several users come back after the latest release, stating that the issue resolved with the update.


    Thanks,
    Melissa

    6 Messages

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    132 Points

    yes, i'm working on last update 7.3 and did all steps you suggested.

    I have another dynamic link issue, in photoshop, i can't open or import video files. Seems to be a dynamic link issue. Maybe it's the same issue ?

    2 Messages

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    70 Points

    3 years ago

    Hello,

    my solution have been the setting for the iphone camera.... They have canged to HEIF and Lightroom doesn't support that at the moment. I have read in another forum that they will working on it...

    https://www.macworld.com/article/3226490/ios/ios-11-hevc-heif-and-what-you-need-to-know-about-these-....

    After i have changed that settings, everything ist working fine. At this point i realized that i never had problems with my GoPro videos...

    Hope that will help...

    Adobe Administrator

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    109 Messages

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    2.9K Points

    Hey Malte,

    When you imported the videos, do you recall if they were importing as .mov files or another file format?

    Thanks,
    Melissa

    Adobe Administrator

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    9.1K Messages

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    127.6K Points

    3 years ago

    For those of you on this thread who were unable to get video rolling using the targeted file deletion mentioned above try the following steps:

    1. Uninstall all other LrD versions. Use Cloud cleaner to clean all files.
    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.
    Adobe Photography Products

    Quality Engineering - Customer Advocacy

    4 Messages

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    120 Points

    I can’t imagine as a paying customer that I should have to do anything other than expect Adobe to fix this problem.

    2 Messages

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    74 Points

    Perfect response! The number of glitches and issues surrounding the many versions of Lightroom now are making me think they're spreading themselves too thin. 

    5 Messages

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    242 Points

    Not working and each potential solution seems to involve working around Adobe's update. Given the number of people affected by this, how is this not yet a priority? The bottom line is that is was working before updating and now it is not. The customer did not make any changes, Adobe did and the solution is for the customer to troubleshoot a plethora of potential issues cause by the update. Perhaps a black box warning should appear for any update; warning the dedicated customer that new update is going to change a fundamental component that users have become accustomed to and relied on in their day to day usage of the product for years. This seems to be the latest obstacle created by Adobe's growing need to push people from desktop to cloud based storage and solutions to increase potential revenue. How about we just keep things that are working well for customers in place?

    106 Messages

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    1.7K Points

    3 years ago

    I am having import issues with my iphone videos as well.  And NO videos (from mark ii or mark iv or any iphone movies) are playing correctly.  At first I could see the video playing, but the sound had ear piercing 'blips', then I restarted and now I can't even see any videos when it's on single image view (I can see thumbnails) and after a few minutes of nothing, I get a message that says there was an error with the video.  I just had to force quit as it completely stopped responding.  Every attempt to open since then Lightroom won't display anything for videos in the single view and the play button is grayed out.  

    I am using the latest version Lightroom Classic CC 10.3  

    All the videos I tried in Lightroom play correctly in quicktime.  

    As far as importing is concerned: from a usb connected iphone x, it takes multiple imports as Lightroom gets stuck before completing import and refuses to import some videos (appears random).  I finally got all of them on my computer using airdrop to my imac and then importing into Lightroom.  What a hassle.

    I hope Rikk Flohr's workaround is a joke, because I'm not doing all that.  I haven't tried Melissa Rios' solution either as I am not re-importing every single video for the last 12 years, and that appears to be the last step.  My videos have always played well.  I don't think I've tried watching any since I updated to 10.3 though, so I'm assuming 10.3 is the problem, and not the imported videos.

    6 Messages

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    132 Points

    3 years ago

    the last update 7.3.1 does not correct this issue...

    maybe the only one solution is to go back to Lightroom 5 and stop paying creative cloud...

    6 Messages

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    132 Points

    3 years ago

    why this issue is marked as solved as it is really not ?

    1 Message

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    60 Points

    Same problem for me: can't import videos from my iphone X into LightRoom CC (creative cloud paying option). This is really lame... ADOBE team please identify a solution...

    6 Messages

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    132 Points

    no news from adobe, however they released an update, and it didn't correct this issue... just a nonsense

    Adobe Administrator

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    9.1K Messages

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    127.6K Points

    3 years ago

    Note, I have reopened this issue for inconsistent video playback. I am able to reproduce poor playback with iPhone 7 videos. 
    Adobe Photography Products

    Quality Engineering - Customer Advocacy

    2 Messages

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    96 Points

    Hi Rikk:

    Could you provide us with an update how the Adobe team is thinking about this?

    This thread is more than 6 months old, and video import and playback inconsistency issues have been a recurring item for Lightroom before then. I used to utilize Lightroom as a video library management tool years ago, and I have had to stop.

    So, one way forward could be to STOP supporting video cataloging in Lightroom at all, since the recurring technical issues seem insurmountable to the Adobe Dev team.

    Why not just remove this functionality?

    All that is being offered to end user is a never-ending stream of workarounds that might fix the issue for some, but not all.

    Perhaps Adobe could develop a self-standing video cataloging tool, or purchase it from a third party and then integrate it into Lightroom later?

    But if the answer to the above thread is that Adobe wants to continue to provide video support, then may I humbly suggest the team actually FIX THIS ISSUE once and for all, and not just with workarounds but with a solid effort, bulletproof solution and communications around the cause and what's being done to address this.

    I'm just so tired of these half-hearted and ineffective fixes and patches - and PR and communications effort to match.

    106 Messages

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    1.7K Points

    Umm... Please don't encourage them to stop supporting videos.  Stop using Lightroom for videos if you'd like, but I would be terribly upset if Lightroom stopped supporting videos.  I am not recommending videographers use Lightroom like I use it as a photographer, but as a mom I think videos and images have a perfect place together in story telling and I like that I can see everything in one place.

    Half update: My videos are playing again.  iphone X and 5d Mark iv included.  And they all play with sound (that doesn't screech or hurt my head).  I haven't tried uploading any more videos, so I don't know if that's fixed or not.  As far as trying to fix the problem-I haven't done anything except for turn off my computer and restart Lightroom.  The videos do still pause frequently, I'm assuming because it's buffering but there's no notification or buffering timeline.  I'm not holding my breath it'll work flawlessly from here, but I'm glad I didn't lose them completely or waste time re-importing any.

    9 Messages

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    166 Points

    I am unable to see my videos in Lightroom Classic and I have used Lightroom to sort and keyword both photos and videos.  The fix to change preferences won't work.  Please let me know the status of Adobe fixing this issue.

    11 Messages

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    282 Points

    3 years ago

    such a big joke with no news from adobe... 
    Videos still not working on import and playback.



    9 Messages

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    166 Points

    It's not a joke when you have twenty years of images stored and sorted in Lightroom and suddenly can't use Lightroom the way you used to (classically).  After complaining about not being able to see video in Lightroom, the functionality was back.  My current problem is importing time lapse jpegs to create video clips isn't working.  I'm only getting the first image even though I check image sequence in the dialog box.  I also didn't appreciate having rolling credits changed -- especially when I had a film with 200 people to credit!

    My concern is that Adobe is rolling out "updates" that remove preexisting functionality.

    11 Messages

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    282 Points

    well the joke is adobe itself...

    i  am not able to import video files from device i always used to work with, and can't play anymore any of my videos files previously imported.

    The only way is to use Lightroom 5 (isn't it a big joke ?)

    months with any answer or update form adobe. i thing i will install lightroom 5 again and cancel my cc