Lightroom 6.3: Cannot import, preview or play video unless signed in to Creative Cloud

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  • Problem
  • Updated 6 months ago
  • (Edited)
Since 6.3, if you're signed off from Creative Cloud:


  • Import doesn't show preview for videos, and it breaks something internal to Lightroom so that importing doesn't work at all, unless you exit and kill the lightroom.exe task that is hanging in the background
  • After importing by signing in to Creative Cloud, logging off "takes away" the video controls, all you have left is the preview frame from the start of the video
  • Everything works if you're signed in to CC, even if the CC desktop app is not running


This was not the issue before, and it breaks my "not using CC" workflow. Adobe, what's up?
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Iustin Pop

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Posted 9 months ago

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Victoria Bampton, Champion

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Can I just clarify, when you say you're not signed into CC, are we talking about the separate CC app (which doesn't even need to be installed for perpetual licenses), or the Sign In that's required by Lightroom for activation purposes?
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Iustin Pop

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@Victoria - yes, I'm referring to the separate app called "Adobe Creative Cloud" (I have version 3.4.1.181, if it matters). I (should) have the standalone/perpetual Lightroom, but the CC application was installed by the Lightroom installer, and a few months ago I couldn't uninstall it, as it said Lightroom depends on it.

I now tried uninstalling the CC application, and to my surprise it worked. With the application uninstalled, I can now play the videos fine, so thanks for the hint. Will see if imports work next time.

Many thanks!
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Lynn Oakleaf

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Can I ask what FONT this blog uses for replies to questions. The questions read fine, but the replies are in a "flourishy script" which is hard to decipher. This is in AOL (sorry, but it works for me)
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Chris Cox

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That would be something odd with your browser.
On normal browsers (Safari, IE, FIrefox, Chrome), all the text here appears to be Arial.
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alvareo

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Clearly doesn't work for you if it shows Arial as a "flourishy script"
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Lynn Oakleaf

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I did say AOL....thanks.. PS-it looks just fine if I'm at the browser version of AOL. but if I'm in the desktop version (latest) of AOL it's script
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Simon Chen, Principal Computer Scientist

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Victoria Bampton, Champion

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Iustin Pop

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Thanks, I tried searching but I couldn't find this before. Feel free to merge the issues then.
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Mihael Tominšek

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Replacing "video_toolkit.dll" SOLVED the problem. 
Many thanks Victoria!
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Simon Chen, Principal Computer Scientist

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If you are able to upgrade to Lr 6.4/Lr CC 2015.4, it has the fix as well.
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Simon Chen, Principal Computer Scientist

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Are you on perpetual license or CC license?
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Federico Enguix

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Here is an video, for example, that doesn't work in Lr 6.3 and perfectly fine in 6.1: http://we.tl/GFgs5SyAnx
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Iustin Pop

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Perpetual for me.
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Victoria Bampton, Champion

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Imported with no trouble here Federico. Sorry!!
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Federico Enguix

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:(
Logged in or not in CC?
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Victoria Bampton, Champion

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Logged in. I don't have a perpetual license, although I could see if I can get hold of one.
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Federico Enguix

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This reply was created from a merged topic originally titled Lightroom 6.3 can't read iPhone videos.

Lightroom 6.3 Video problem.
Since 6.3, I'm unable to view or import or anything with videos made in iPhone 5s (at least). Standard videos 1080 AAC, standard from the iPhone. If I try to import never shows the preview and then I need to cancel the import process. And then if I quit LR then never quits... stays forever until I need to "force quit" the application.
Of course, putting the files in the folder manually and then making "synchronise folder" has the same results.
Apparently, since 6.3 something is wrong.... again.
I'm using the full license LR (not CC) and iMac 5k 2014 with Radeon R9 M290X
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DUSTIN RUBENSTEIN

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I have the same problem. Cannot import a folder of videos (made largely from iPhone 6) into lightroom 6.3. It says unknown error while reading the video file. Worked fine in the older version. Should have NEVER switched from Aperture to Lightroom. Nothing but problems and more problems.
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Federico Enguix

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I share your feelings.... really frustrated that they don't give us a solution and that they deliver a "non-well-tested" software -again- !!!
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Tanja Schulte

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adobe software is a joke lately.. but hey the profit is increasing so be sure this will not getting any better.
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Simon Chen, Principal Computer Scientist

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For customers who still experienced such issues, could you try a complete uninstall and reinstall of Lr 6.3/CC 2015.3 to see if it helps?

On Windows, use the Windows Control Panel to uninstall Lr 6.3. After the uninstall, trash the entire folder "C:\Program Files\Adobe\Adobe Lightroom\" using the Windows Explorer.

On Mac, runs the uninstaller program from "Appications/Adobe Lightroom/Uninstall Adobe Lightroom". Once that completes, trash the entire folder "Appications/Adobe Lightroom/" using the Finder.

Then go to https://helpx.adobe.com/lightroom/kb/...:
1) Download and install the "Application Installers" for Lightroom 6.0 (Lightroom CC 2015);
2) Then download and install the patcher installer for the desired Lightroom dot release (Lightroom 6.3/CC 2015.3) that you want on top of the baseline Lightroom 6.0 (Lightroom CC 2015) from the step #1.
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Federico Enguix

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Nop, not solved. De-installed all and installed all again as you said and the same issue. No play or import of the videos. Also some task of import (or video preview, I don't know) of LR keeps "freezed" in background so there is no way to import something again or to simply quit the application without force quitting.

Apple error report, I don't know if it helps...

Date/Time: 2015-12-12 12:32:48 +0100
OS Version: Mac OS X 10.11.2 (Build 15C50)
Architecture: x86_64h
Report Version: 22

Command: Lightroom
Path: /Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/MacOS/Adobe Lightroom
Version: Adobe Lightroom [1052427] (6.3)
Parent: launchd [1]
PID: 921

Event: hang
Duration: 2.00s (process was unresponsive for 6 seconds before sampling)
Steps: 20 (100ms sampling interval)

Hardware model: iMac15,1
Active cpus: 4
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Anthony Barone

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I have the exact same problem, version 6.3 does not allow me to import any video. If I try, the import window appears with all contents, although no previews appear of any .jpg beyond a video file.
I tried Simon Chen's suggestion, complete uninstall, delete folder etc. Reinstall... same problem.
Version 6.2 does not have the problem.
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Federico Enguix

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YES!!!! Simon.... that solved the problem!!! Replaced that video component in my iMac and solved. So now the Adobe guys knows where they did something wrong to fix it for the new version.... if you can reach them, please tell them!
Anthony try this, maybe that solves your situation too :)
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Anthony Barone

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That did the trick!! Thanks Simon!!
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DUSTIN RUBENSTEIN

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This fixed it for me. Shame you have to resort to this though.
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Simon Chen, Principal Computer Scientist

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Dustin, thank you for reporting back. I agree Adobe's application install experience needs improvement. Lr 5 and earlier, every Lightroom update requires a full installer download (700MB+) and install. That is a big chunk to download over the wire. But the install experience is more or less consistent.

Since Lr 6.0, Lightroom moved to a new installer technology. The first major version (Lr 6.0/Lr CC 2015) requires a full download and install (700MB), but subsequent updates (Lr 6.0.1, Lr 6.1, ... ) involve a smaller patcher install download that will patches the baseline version of Lr 6.x that you already have on the system. This works well for most customers if the bits on disk for their baseline Lr 6.x install remains in the same state that the patcher install assumes it to be. But if the baseline Lr 6.x install is altered in anyway during its lifetime on the machine, the patcher install could have patched unknown state of Lr 6.x.

The above procedure would make sure that the base and the patcher installs operate in well tested paths.
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Tanja Schulte

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typical adobe idiocy...... they think we want to spend half our working days fixing their incompetence....
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Doug Folkerts

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I just ran the 6.0 installer and the 6.3 update on my Mac after uninstalling LR 6.3 and deleting its folder.

When the import dialog is asked to even "look" at a folder containing a video it crashes.

I'm even looking at folders from 2011 I'm trying to reimport into my catalog. So years ago it worked fine with those files. Now LR crashes when it gets near a video file.
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Doug Folkerts

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BTW,

I've replaced "video_toolkit.agtoolkit" as well with no improvement.

Please tell me how to fix this.
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Doug Folkerts

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uninstalled 6.3.
Trashed the LR folder
Installed 6
Then upgraded to LR 6.2.1
Still hangs when looking at a folder with videos in it.
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Mubashir Cheema

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Uninstalling and reinstalling did not fix the problem for me. I have wasted a lot of time trying to make Lightroom work. Whenever it encounters a folder with video files in it, it loses its mind and hangs. I can quit the application, but have to manually kill the background processes.

How could this software ever pass QA?