Lightroom CC: Unable to use import function

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  • Updated 2 years ago
  • (Edited)
Having upgraded to the latest version of  Lightroom CC I'm unable to use the import function. When I select Library and then click the import button, Lightroom effectively hangs. I suspect it's trying to read in all images on my local disc (tens of thousands) and I can't select a source as prompted. I've tried changing catalogues and reinstalling both to no avail. Any ideas?
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Flitz

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  • Very frustrated

Posted 3 years ago

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Simon Chen, Principal Computer Scientist

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It would be helpful to pin point the issue if you can generate the traceback logs for me when reproducing the issue.

Before the update to Lr CC 2015.6 (it seems you are all on the CC license based on the System Info), it worked all right? Which version of Lr that you are upgrading from.
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John Isaacs

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I tried this using the following:

'/Applications/Adobe Lightroon.app/Contents/MacOS/Adobe Lightroom' -tracebacks

and I got no results.  Lightroom hangs, I force quit after a few minutes, nothing in the log.  Unless you need some other identifier in the log, there is nothing there.

Also, my desktop version is now working, but the laptop version is still hanging.
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Simon Chen, Principal Computer Scientist

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Nothing print out in the Terminal app window as you type in the following command (exactly without the leading command promt $)?

$ /Applications/Adobe\ Lightroom/Adobe\ Lightroom.app/Contents/MacOS/Adobe\ Lightroom -tracebacks


You should at least see the following print out in the terminal window:
2016-06-16 16:18:49.739 Adobe Lightroom[70330:2658065] Enabling noisy tracebacks.
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Michael Milich

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I'm going to chime in here, paraphrasing comments I made on the Forums a few days ago-

My problem sounds identical to the one Flitz is reporting: 

"Adobe LR CC2016.6  (just updated)

OS X El Capitan

27-inch Mid 2010

2.8 GHz Intel Core i5

12 GB 1333 MHz DDR3

ATI Radeon HD 5750 1024 MB

GPU off. 

I have a catalog split between my internal drive and an external drive. I always import to the internal drive. The external drive is for photos that I rarely access. 

In addition I have a Time Machine drive (not currently active, but connected) and an Archive drive that has no logic links to LR. 

Upon initiating import I can watch the available memory drop until it approaches a crash.

LR has failed during attempts with camera import, desktop file import, and thumb- drive import. 

Import has worked occasionally, in fact,  just a few moments ago I successfully imported the files from the desktop and then files from a camera.  Doesn't seem to be a hard rule of failure which makes it even more frustrating.

I have experienced the same cycle on multiple occasions and forwarded the crash reports to Apple.  

The problem has been ongoing since updating to LR CC2016.6.

Something  in the new version of LR is consuming the available RAM.  I checked the external drives' integrity both before and after the update, so it is nothing specific to the drives themselves. 

If there is a change in system requirements I totally understand that some things aren't  foreseeable. 

Please keep us posted and let me know if you need more info.

Thanks for your support!

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John Isaacs

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The command needed to account for the Adobe Lightroom folder; I fixed that and it worked.  This is the log

[jisaacs:~] isaacs% /Applications/Adobe\ Lightroom/Adobe\ Lightroom.app/Contents/MacOS/Adobe\ Lightroom -tracebacks2016-06-16 19:50:35.670 Adobe Lightroom[88063:303] Enabling noisy tracebacks.
2016-06-16 19:50:35.924 adobe_licutil[88066:303] Can't open input server /Library/InputManagers/QuicKeysIM
2016-06-16 19:50:36.056 Adobe Lightroom[88063:303] Can't open input server /Library/InputManagers/QuicKeysIM
2016-06-16 19:50:36.798 Adobe Lightroom[88063:303] AgMessageProcessor :: request DEBUG sending observable request( userdata: 0x7fc259e82fc8, "setProxyCredentials", "", "" )
[jisaacs:~] isaacs% /Applications/Adobe\ Lightroom/Adobe\ Lightroom.app/Contents/MacOS/Adobe\ Lightroom -tracebacks
2016-06-16 19:52:19.881 Adobe Lightroom[88094:303] Enabling noisy tracebacks.
2016-06-16 19:52:22.389 adobe_licutil[88098:303] Can't open input server /Library/InputManagers/QuicKeysIM
2016-06-16 19:52:24.674 Adobe Lightroom[88094:303] Can't open input server /Library/InputManagers/QuicKeysIM
2016-06-16 19:52:37.847 Adobe Lightroom[88094:303] AgMessageProcessor :: request DEBUG sending observable request( userdata: 0x7f8e2fd02ff8, "setProxyCredentials", "", "" )
2016-06-16 19:52:46.393 Adobe Lightroom[88094:10a03] 
<AgErrorID>canceled</AgErrorID>
    0: global   error                          - C
    1: field    throwCanceled                  - 1250880549:150+4
    2:          [unnamed]                      - 155295939:57+7
    3: global   pcall                          - C
    4:          [unnamed]                      - 155295939:73+43
    5:          [unnamed]                      - C
    6: global   AgCallWithAutoreleasePool      - C
    7:          [unnamed]                      - 155295939:0+25
---------------------------------
sessionReadyCallback: 3
<140735303578384> <DynamicLink> <5> Attempting to launch dynamiclinkmanager
<140735303578384> <DynamicLink> <5> /Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/Helpers/DynamicLinkSupport/support/common/dynamiclink/dynamiclinkmanager.app
sessionReadyCallback: 0
sessionReadyCallback: 5
Terminated
[jisaacs:~] isaacs% 

I had Activity Monitor running while this was executing.  This is a snapshot of the memory plot; the drop occurred when I force quit Lightroom.

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Simon Chen, Principal Computer Scientist

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Try this:
1. Create a backup of the Application/Adobe Lightroom/ folder by creating a zip of the folder: Ctrl+click on the "Adobe Lightroom" folder and invoke the contextual menu command Compress "Adobe Lightroom". This will create a "Adobe Lightroom.zip" next to the folder.

2. In a terminal window, type in the following command exactly without the leading command prompt $:

$ sudo mv "/Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/Helpers" "/Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/Helpers.org"

Enter your computer password for your account. This will rename the Helpers folder to Helpers.org. This will temporarily disable the video/slideshow capability in Lightroom.

3. Try relaunch Lightroom and see if the problem persist.

4. Rename the Helpers.org folder back to Helpers.

sudo mv "/Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/Helpers.org" "/Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/Helpers"

5. Try relaunch Lightroom and see if the problem comes back.

If you mess up the steps 2 - 3, remove the Application/Adobe Lightroom/ folder using the finder and double click the "Adobe Lightroom.zip" created at step 1 to restore it.

Does your import includes any video files when it hangs?
(Edited)
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John Isaacs

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I am not admin on the laptop.  Do you have any options for this?
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John Isaacs

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Lightroom is hanging just after selecting "Import photos and video" from the file menu, before I can select a source folder.  The previous import (done without network active) did not contain any video files.
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Simon Chen, Principal Computer Scientist

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Ok. Do this:

1. Drag-n-drop the "Adobe Lightroom.zip" that you created earlier to your Desktop. Double click it on the Desktop to unzip.
2. Now you have a "Adobe Lightroom/" folder on your Desktop.
3. In a terminal window, type in the following command exactly without the leading command prompt $:

$ mv "~/Desktop/Adobe Lightroom/Adobe Lightroom.app/Contents/Helpers" "~/Desktop/Applications/Adobe Lightroom/Adobe Lightroom.app/Contents/Helpers.org"

This will rename the Helpers folder to Helpers.org. This will temporarily disable the video/slideshow capability in Lightroom.

4. Navigate into the "Adobe Lightroom/" folder on your Desktop. Try launch your altered Desktop version of Lightroom by double-clicking the "Adobe Lightroom" in the folder.
Check to see if the problem persist.
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John Isaacs

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Okay, I did what you suggested and launched Lightroom from the folder on the desktop.  I then disabled the network and selected Import, selected other source and navigated to a folder and selected it.  Lightroom previewed the images in that folder.  I then cancelled the import, enabled the network, and selected import.  Lightroom hung without displaying folders in the folder panel or allowing me to select other source.  I had to force quit Lightroom.
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Flitz

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Hi Sunil, Simon,
This doesn't seem to be going anywhere. We just seem to be going round in circles now.

Are you guys able to recreate the problem at your end?

Dave
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Kamila464

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I am getting this same issue and its very difficult to solve this problem without any third party app, i guess the best thing to do is to use a third party app like Long Path Tool. Just download it and use it to solve this issue. I hope this would help.
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Simon Chen, Principal Computer Scientist

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I hope to see more Lightroom traceback logs from more people who had this issue. Please keep them coming.


@Kamila464 How was the issue solved for you using the Long Path Tool?
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Adam Sachs

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no progress on this issue yet?  
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Marica Spiteri

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Fritz...I am having the same issue since I did the CC/LR update 4 days ago...I am ready the throw my iMac through the window...the day after the update it took over 5 hours to import 200 odd images...since then I try to open LR and I have the beach ball spinning and it won't stop...VERY FRUSTRATING...I haven't touch the Mac for 2 days and tonight I got on and I needed to import some more images and it started to open the images to view and only opened 11 out of a few hundred...the beach ball was spinning for about half an hour...I forced the quit and I have restated the Mac but the same thing happened...I have a wedding to shoot soon and I need this to all be working...I have NEVER had any issues until the last update...I even went out and bought ANOTHER external HD thinking that may have been the issue...BUT it wasn't...my Mac is only a couple of years old...Can someone PLEASE PLEASE HELP ME...Thanks in advance...Marica...
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Sunil Bhaskaran, Official Rep

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Marica,
Is there any network drive you are connected to?

Thanks,
Sunil
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Michael Milich

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Hi Folks-
This issue has persisted for weeks now and is being discussed in multiple threads and in various forums.  The network drive issue has been brought up before, and doesn't appear to be a consistent factor in the failure. The import failure seems somewhat sporadic, but is often every other import attempt.
The memory crash is an observable event. EVERY time the import fails RAM is consumed until the machine crashes or I force quit the app, which I have now learned to do. 
Additionally, many folks, myself included, seem to be experiencing sluggishness in the develop module. After a period of time or a number of photo processes the sliders and the screen view become unresponsive. 
Since the problem doesn't seem to be universal, have you narrowed the spectrum of users that this is happening to?  If you could get some parameters to the user community on whether they should  roll back to a prior release pending resolution it would be most helpful.
I know that these things happen. An added feature or a "minor" code change can often result in unexpected program behavior.
I am confident that Adobe are working hard to identify and resolve this issue. Acknowledging that some users may experience a problem with this update would be very helpful to all concerned. 
Please advise in some official way.
Regards,
Mike
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Simon Chen, Principal Computer Scientist

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Are you able to reproduce the import hang if you start with a brand new catalog (unplug any network disk drive(s) that you might have). 

Do you mind zip up the catalog (just the .lcat file) and share it somewhere on the web and send me ( sichen at adobe dot com) the link? I can see if I can reproduce from this end? Thanks.
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Paul Plak

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My catalog is on its way to you ... this bug is so easy to reproduce ...
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Simon Chen, Principal Computer Scientist

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Thanks Paul. It looks like Adobe's email server just block the zip. Could you upload your catalog zip to dropbox or Adobe CC Sync folder, share it and just send me the link via email without the file attachment? Thanks in advance.
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Paul Plak

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Hi Simon, not at ease with Adobe Sync or Dropbox, but I have alternative ways to upload. Check your mail.
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Randal Lau

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Just had the same problem with Lightroom 6 (stand alone) and Light 3.  Solution turned was to remove a MicroSD card adapter that was in my Lexar USB card reader.  Unfortunately, that was the last thing I suspected.