Lightroom Classic: Videos do not play or import macOS High Sierra

  • 4
  • Problem
  • Updated 8 months ago
  • Acknowledged
  • (Edited)
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Paul Grant

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Posted 2 years ago

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Daniel Prodan

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To add a few more details - High Sierra 10.13.3 on iMac 2017 (but had the same issue with Sierra before upgrade on a different machine). For videos, in the library module, I see a grey spaceholder instead of video, and video controls do not respond. Lightroom CC (not classic) on a different machine (same cloud synced videos) plays the video just fine. This is for all videos created with different cameras. 
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Paul Grant

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Same here.   No real response from Adobe on this issue. .  Seems they have gone silent on responding.
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Kanheiya Agrawal, Employee

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Hi,

Can you Please Delete the below files and try? 

<user>/Library/Preferences/Adobe/amecommand/10.0.0/Trace Database.txt

<user>/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt

Let us know if this resolves this issue.

-Kanheiya
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Daniel Prodan

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Deleting this files has not helped, i.e. video still do not play. Don't have ..amecommand.. folder, so deleted the second file. 

What helps for some time (could not determine ) is restarting the iMac, however the issue comes backs in a few hours/ days. I rarely restart the iMac, only for Lightroom. 
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Nancy Natividad

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No files there. Already reset preferences. PleaSe assist.
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Paul Grant

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I have deleted the above files in the past.   I sent messages related to the above with NO response.   The only thing that works for sure and is a TEMP solution is to load some videso into Lightroom CC 2015 or Lightroom 5.     Lightroom Clasaic CC then works but stops whenever it chooses to and for certain whenever this is a new update to Lightroom Classic CC.    
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Kanheiya Agrawal, Employee

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Hi Paul,

We have two workarounds , Deleting dlms Preference folder and importing video in 6.x and then importing in 7.x. Both has resolved this issue. 
Please let us know if either workaround did not work for you.

-Kanheiya
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Melissa Rios, Lightroom Support Product Manager

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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
    (Edited)
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    R S

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    I did all the above steps and there are still the same problems with playing Video files.

    After reopening Lightroom:
    1/ All movies from iPhone 8 recorded in H.264 are being played upside-down
    2/ Movies recorded on the camera in MTS or MP4 are playable w/o problems.
    3/ All movies recorded in HEVC format are greyed out and if I click on them there is a message Lightroom has encountered problems reading this video.
    Then I can't play any other video until I restart Lightroom Classic.

    This is becoming very annoying so I hope the solution can be find asap.
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    Rikk Flohr, Official Rep

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    For those of you on this thread still having issues with Video Import/Play, this set of steps has worked for some users:

    1. Uninstall all other LrD versions. Use Cloud cleaner to clean all files.
    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html
    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.

    Give it a try and let us know if it solved your issue. 
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    Paul Grant

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    This seems similar to other fixes offered in the past.   Each time I uninstalled and opened a previouls version of Lightroom then went back to the latest version it worked.    Then next update came along and broke it again.   What has been done to make this a permanent fix.
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    Paul Grant

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    Okay,  So I did this.    In uninsalled all Adobe Apps.   Uninstalled Creative Could desktop.    I resinstalled Lightroom 6.     All videos import no problem.    I then installed Lightroom 7.3.   Many videos do not import.  Same folders same videos.   I also noted a huge difference in the performace of Lightroom 6 over Lightroom 7.3.     Its clear to me that something is broken and Adobe does not seem to have a handle on whats going on.   Lightroom is Broken.    Slow cumbersome and so many features broken, missing or undocumented.  So frustrating.
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    Rikk Flohr, Official Rep

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    Paul,

    I am sorry you are still having issues after going through all that work. I noticed in your post that you didn't mention using the Adobe Cleaner after uninstalling the versions of Lightroom Desktop.  I understand that to be a critical part of the process. Did you use the Cleaner? 

    I want to make sure I report back accurate and complete information to the engineering team. 
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    Paul Grant

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    My apologies. Yes I did use the Adobe Cleaner to uninstall the CC DESKTOP AND ALL OTHER FILES. As noted before Abobe Bridge and Photoshop open all files.
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    Rikk Flohr, Official Rep

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    Thanks, I will report that to engineering. 
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    Rikk Flohr, Official Rep

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    Lightroom Classic CC 7.3.1 was released earlier today. Can anyone confirm they are still seeing the issue after installing 7.3.1 and having performed the steps outlined in my post 4 days ago?
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    Paul Grant

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    Some I have already uninstalled all the app, run the cleaner and installed 7.3 are you suggesting I do it again or just update to 7.3.1. Nothing in the update notes says anything about dealing with video or performance.
    Photo of Rikk Flohr

    Rikk Flohr, Official Rep

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    If you've performed the steps and ended up at 7.3 and still have the issue, I am asking to do the update to 7.3.1 (without the uninstall/cleaner steps) and see if the issue is still present. 

    Thanks for your help!
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    Paul Grant

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    I have upgraded to 7.3.1.   Al indications are that the problem still exists.     I do not that the import dialog process is MUCH SLOWER than previously.
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    Rikk Flohr, Official Rep

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    Thanks for the confirmation, Paul. I will touch bases with engineering again. 
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    Heiner Kruse

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    I had the same problem. In Lightroom 5 it worked. Trying Lightroom CC suddenly problems with a lot of videos, they dont get imported at all and i get the above mentioned error message (btw Im on 10.12 Sierra)

    After installing the Prelude and the Media Encoder it worked and Lightroom started importing my videos correctly (When installing Prelude, it automatically installs a program called Media Encoder CC saying: "Schnelle Ausgabe von Video Dateien für nahezu jedes Bildschirmformat")
    I did not deinstall anything, any of my old Lightrooms, for this. But the problem is that you cant do this if you only have the Photo Bundle.
    (Edited)
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    Kanheiya Agrawal, Employee

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    Hi All,

    Can you please try to import videos in the latest Lr Classic 8.0 version and let us know if you are facing any issues?

    -Kanheiya