Lightroom Classic: Imported Videos display as a waveform and won't play

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  • Problem
  • Updated 2 years ago
  • Solved
  • (Edited)
I attempted to import approximate 1TB of Images and Video in your Cloud after using Lightroom CC on my Mac for about a month and switching abck to Lightroom Classic CC (with a 1TB cloud Photography Plan) because of severe missing functionality in Lightroom CC.  The suggested method was to simply sync with the Cloud for it to import the contents into a new Catalog.  What happened from the start was that imported videos were placed in the correct file locations during the sync / import and could be seen and played from Finder, but the thumbnails displayed as a sine wave and will not play when clicked.  An information box says: 


p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 13.0px 'Helvetica Neue'}Lightroom has encountered problems reading this video.
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px 'Helvetica Neue'}You will not be able to make adjustments to the video.



This seems a backward step when in previous versions of Lightroom, I could play the videos.  Now I can't.  I use Lightroom Classic CC as my primary backup mechanism, because it is supposed to handle images and videos in full resolution and puts them on my hard drives,which I can then backup to my own Cloud (using Crash Plan).

Regards,
Colin Begg
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Colin Begg

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  • Disappointed in Adobe

Posted 2 years ago

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John R. Ellis, Champion

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Is there a sample video you could share here showing the problem?  You could upload it to Dropbox or similar and post the sharing link here.
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Colin Begg

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I didn’t manually import the hundreds of failed videos. They all came from Adobe’s Cloud where I’d been able to watch them in Lightroom CC previously. I could upload one of the badly synced videos that Lightroom Classic won’t display if that’s what you mean?
(Edited)
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John R. Ellis, Champion

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It would be good to share the versions of the video from LR CC and LR Classic 7 to narrow down the cause of the problem:

- In LR CC, select one of the videos that plays correctly there and do File > Save To. 

- In LR Classic 7, select the same (synced) video and do Photo > Show In Finder.
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Colin Begg

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Official Response
I finally managed to get an Adobe Support technician online yesterday and he connected to this MacBook Pro and found the problem.  It seems due to some permissions error that has crept into my account, Lightroom Classic CC was unable to access the video codecs.  He got this hint by importing files directly rather than synching and although the waveform display was the same, a helpful error message resulted.  He had to create a new user on my machine and install Lightroom Classic into that user before he could get it to work. 

After the session finished, I had to delete my entire user folder, including Lightroom Classic catalog and create myself as a new user, using the Administrator user setup when OS X was installed and start all over again installing Lightroom Classic from scratch.  This is because the catalog takes over half the available SSD on the machine (256GB).  It is now re-synching with the Adobe Cloud and videos are appearing almost immediately when they have been synced.  I'm not sure how many may have been lost during the changeover until it finishes - almost 47000 photos and videos to re-synch.  I still have the originals from the original Lightroom install, but I couldn't keep the catalog as that was stored on the SSD for speed of access and its a limited resource.  So if anything is missing since before switching to Lightroom CC I should be able to re-import it from there.
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John R. Ellis, Champion

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Great, glad you got the problem resolved.  Thanks for posting the details, which could help others.

(Uploading the videos to Dropbox would have eventually identified that problem, but it's obviously a lot slower to diagnose via forum than with a support person directly connected.)