Lightroom Classic: Videos don't play and don't import

  • 44
  • Problem
  • Updated 5 days ago
  • Acknowledged
  • (Edited)
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?
Photo of Wolfgang Tietzen

Wolfgang Tietzen

  • 5 Posts
  • 1 Reply Like

Posted 2 years ago

  • 44
Photo of John R. Ellis

John R. Ellis, Champion

  • 4755 Posts
  • 1293 Reply Likes
In my LR Classic 7 catalog, video support is still present and functioning.  Initial troubleshooting:

1. In Library, do you see the video thumbnails?

2. What in detail happens when you double-click one of those thumbnails?
Photo of Jason Butler

Jason Butler

  • 5 Posts
  • 6 Reply Likes
This is not solved.
Photo of Jason Butler

Jason Butler

  • 5 Posts
  • 6 Reply Likes
here is the answer for most:

Quit LR

 

From the Finder type: (CMD-SHIFT_G) OR from GO Menu

 

Enter path: ~/Library/Preferences/Adobe/

 

Rename the following folders with a .old OR delete the directory

dynamiclinkmediaserver

dynamiclinkmanager

DyanmicLinkMediaServer

 

Open LR and Import Video files as usual. Worked for me!

Photo of Angela Carpenter

Angela Carpenter

  • 1 Post
  • 0 Reply Likes
THANK YOU!!!!
Photo of Uwe Bergwitz

Uwe Bergwitz

  • 1 Post
  • 0 Reply Likes
Thanks a lot..it works!!!
(Edited)
Photo of Wolfgang Tietzen

Wolfgang Tietzen

  • 5 Posts
  • 1 Reply Like
thanks for your reply, for the videos which were already in the old catalogue I see the thumbnails, but when I try to open it I get a grey window and after some seconds an error message like "working with the photo generates a failure" ( I have the German version "Beim Arbeiten mit dem Foto ist ein Fehler aufgetreten", I do not know the correct English wording).
Trying to import new videos into the catalog even does not work anymore.
Photo of John R. Ellis

John R. Ellis, Champion

  • 4755 Posts
  • 1293 Reply Likes
Importing video and then viewing it works in my LR 7. Some initial troubleshooting steps:

1. Can you please post a screenshot of the error message?

2. Upload a sample video to Dropbox or similar and post the sharing link here.  That will help identify whether the problem is specific to the video file(s) or to your particular installation of LR.
Photo of Wolfgang Tietzen

Wolfgang Tietzen

  • 5 Posts
  • 1 Reply Like
It's to all my video files ... and it worked in the version before Classic CC. Here is the link to a Dropbox folder with one of the video clips and the screenshot: 
https://www.dropbox.com/sh/6kgmdwiv43ljo8e/AACQYbo2P7N3yuVOeCuDx6S5a?dl=0
Photo of Stefan Ried

Stefan Ried

  • 2 Posts
  • 0 Reply Likes
same problem here
Photo of Wolfgang Tietzen

Wolfgang Tietzen

  • 5 Posts
  • 1 Reply Like
I have another issue: Tried to empty the video cache, does not work, LR is frozen, not possible to quit LR the normal way, killed LR with the task manager. After restart same issues as before.
Photo of John R. Ellis

John R. Ellis, Champion

  • 4755 Posts
  • 1293 Reply Likes
My LR 7 is able to import and play that video file, so that rules out a problem with the file itself.  

You might try exiting LR and manually deleting the video media cache: https://forums.adobe.com/message/7553521#7553521
Photo of Wolfgang Tietzen

Wolfgang Tietzen

  • 5 Posts
  • 1 Reply Like
did it, and now it's working ... many thanks for your support
Photo of mark goldberg

mark goldberg

  • 4 Posts
  • 2 Reply Likes
John, I am having the same problem as Stefan and Wolfgang. My videos from "old" Lightroom CC were imported into Lightroom Classic. I can see the videos are in the thumbnails but when I try to play, I get the same error message as others. Video won't play and can't be imported into Lightroom Classic. I do not know what the video cache is or where it can be found, but if I delete it? will Lightroom Classic than play and import videos? Why didn't Adobe adress this problem before Lightroom Classic release? Also, are they aware of the problem now? Thanks for all you help.
(Edited)
Photo of John R. Ellis

John R. Ellis, Champion

  • 4604 Posts
  • 1245 Reply Likes
Mark, you should  click ME TOO in the upper-right corner to add your vote.  Adobe generally reads every topic here, but they pay most attention to those that have more votes.

The link I posted above contains the locations of the media cache on Mac and Windows: https://forums.adobe.com/message/7553521#7553521 . Deleting it helped Wolfgang, maybe it will help you.
Photo of Dan Smyth

Dan Smyth

  • 5 Posts
  • 1 Reply Like
I just installed the new Lightroom CC Classic on macOS Sierra and now cannot play video files. The files are not corrupt as they play fine in Quicktime.  It's ridiculous that a problem like this should occur in a new release of Lightroom!
Photo of Stewart Searles

Stewart Searles

  • 9 Posts
  • 0 Reply Likes

My problem is similar. LR CC 7 Classic will not import or play video files. Nor will LR 5.7 or Photoshop CC. This is a recent problem. Thumbnails of videos previously imported show in the Catalog. Moving the cursor over the thumbnails produces movement approximating the content of the video file. Double clicking the thumbnail results in the movie play bar appearing but it does not respond to mouse clicks. Typical error messages when trying to import are “An unknown error has occurred while reading the video file. Connecting to Dynamic Link server failed. (1)     F:\My Photos\3-11-2017\MAH00212.MP4” and “There is a problem with the video file (1)     F:\ Photos and Videos\Video Camera Files\00020.MTS  “ and “dynamiclinkmediaserver has encountered an  error [..\..\Src\DirectoryRegistry.cpp-283]”. The import preview thumbnails are blank.

 Solutions tried include uninstalling LR. Using Adobe Cleanup tool and then re-installing. Cleaning the Registry (Win 10). Installing K-Light Codec Pack. Uninstalling same. Purging video cache thru’ LR. Manually deleting contents of video cache. Opening a video file with LR. Uninstalling and re-installing Quicktime. Using Photoshop CC to try and open video file (PS displays “Reading Video Format” before freezing completely). All video files play on other apps e.g VLC player and Quicktime.

Driving me crackers!
Photo of R. S.

R. S.

  • 1 Post
  • 0 Reply Likes
Same to me, in Lightroom Classic i am not able to import new video files or play my previous imported video files. 
I am still able to view videos in my old lightroom version (from 2017, version "2015.12"). 
I tried deleting the cache, but after 5 minutes it not finished so i clicked on "cancel" and nothing happened. So had to kill Lightroom using the task manager. 
Deleting the cache manually (using windows explorer) did not help either.
Photo of Jeff Ellis

Jeff Ellis

  • 5 Posts
  • 2 Reply Likes
Same problem here. With OS Sierra & Mac Pro
Photo of Melissa Rios

Melissa Rios, Lightroom Support Product Manager

  • 104 Posts
  • 26 Reply Likes
Hey Jeff,

Were you able to follow the steps outlined in my reply here: 2 days ago

Let us know if and how this works out for you.

Thanks,
Melissa
Photo of swingsensei .

swingsensei .

  • 1 Post
  • 0 Reply Likes
Hi Melissa, I swithed to LR Classic CC (7.4 release) a couple of days ago and now faced the same problem : video files intact - as QUICKTIME plays them OK - but LR doesn’t play the). Can you kindly advise what I should do?
Photo of Rick Russell

Rick Russell

  • 4 Posts
  • 1 Reply Like
I am having the same problem. 
Photo of Rick Russell

Rick Russell

  • 4 Posts
  • 1 Reply Like
Still not working
Photo of antro31

antro31

  • 2 Posts
  • 1 Reply Like
Same issue for me on Mac 10.13.2. Tried many things, but none solved the issue.

Note that I noticed the following error in macOS Console:

Process:               dynamiclinkmediaserver [1833]
Path:                  /Applications/Adobe Lightroom Classic CC/Adobe Lightroom Classic CC.app/Contents/Helpers/DynamicLinkMediaServer/application/dynamiclinkmediaserver.app/Contents/MacOS/dynamiclinkmediaserver
Identifier:            com.adobe.dynamiclinkmediaserver
Responsible:           dynamiclinkmediaserver [1833]
terminating with uncaught exception of type dvacore::filesupport::eof_error: Error reading past end of file: '/Users/alain/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt'
(Edited)
Photo of Kanheiya Agrawal

Kanheiya Agrawal, Employee

  • 45 Posts
  • 10 Reply Likes
Hi,

Can you please share "Trace Database.txt" ('/Users/alain/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt'), which will help us to investigate this issue further.

Thanks,
Kanheiya
Photo of Rick Russell

Rick Russell

  • 4 Posts
  • 1 Reply Like

Lightroom on a Mac - where would I find this file

Photo of Kanheiya Agrawal

Kanheiya Agrawal, Employee

  • 45 Posts
  • 10 Reply Likes
Hi,

You can find the tracefile at below location. 
/Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt

-Kanheiya
Photo of antro31

antro31

  • 2 Posts
  • 1 Reply Like
I solved it !
I finally tried to install the combo update for my mac.

https://support.apple.com/kb/DL1944?locale=fr_FR

Now I can re-import videos and they are correctly played.
Photo of T.J.

T.J.

  • 2 Posts
  • 0 Reply Likes
Just adding an extra reply - I have installed the 10.13.2 update as others have suggested (as well as some other suggestions) and it is not working for me either...cannot play and cannot import videos.
Photo of Juergen Berkessel

Juergen Berkessel

  • 1 Post
  • 0 Reply Likes
I "upgraded" my catalog from Lightroom CC to Lightroom CC Classic,, and ever since then my videos don't play anymore, nor can I import new videos. , followed all the instructions, videos do not import and do not play. This is true for old videos leftover from Lightroom CC, or brand new videos. Both for .mov and .mp4 files. Still happens after Mac OSX update 10.13.2.

PS, why is this thread marked "solved"?
(Edited)
Photo of Stewart Searles

Stewart Searles

  • 9 Posts
  • 0 Reply Likes
Thanks for looking into the problem but what is "High Sierra"?
Photo of Kanheiya Agrawal

Kanheiya Agrawal, Employee

  • 45 Posts
  • 10 Reply Likes
Mac OS version 10.13 and above is called as  "High Sierra".
Photo of Stewart Searles

Stewart Searles

  • 9 Posts
  • 0 Reply Likes
Thank you. But unfortunately that leaves us Windows based systems without a possible fix.
Photo of Kanheiya Agrawal

Kanheiya Agrawal, Employee

  • 45 Posts
  • 10 Reply Likes
This issue is happening on a  very few mac machines with 10.13+ OS. Can you please try above 2 steps and update your findings.  

1) Import any video in 6.x Lr and then try to import video in 7.x. Share your observation. 
2) You can find the tracefile at below location.  /Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver/10.0.0/Trace Database.txt 

-Kanheiya
(Edited)
Photo of Neneva

Neneva

  • 9 Posts
  • 1 Reply Like
I am having this issue with El Capitane.
Photo of Daniel Prodan

Daniel Prodan

  • 4 Posts
  • 0 Reply Likes
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).  
Photo of Kanheiya Agrawal

Kanheiya Agrawal, Employee

  • 46 Posts
  • 10 Reply Likes
Please try to delete /Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver  folder and try again.
Photo of Neneva

Neneva

  • 9 Posts
  • 1 Reply Like
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.
Photo of Kanheiya Agrawal

Kanheiya Agrawal, Employee

  • 45 Posts
  • 10 Reply Likes
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
Photo of Neneva

Neneva

  • 9 Posts
  • 1 Reply Like
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.
Photo of Melissa Rios

Melissa Rios, Lightroom Support Product Manager

  • 104 Posts
  • 25 Reply Likes
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
Photo of Neneva

Neneva

  • 9 Posts
  • 1 Reply Like
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?
Photo of Malte Treutner

Malte Treutner

  • 2 Posts
  • 0 Reply Likes
I have the same problem. Windows 10 + LR 7 CC... Is there really no solution for that!? damn
Photo of Lau Bigb

Lau Bigb

  • 6 Posts
  • 1 Reply Like
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
(Edited)
Photo of Melissa Rios

Melissa Rios, Lightroom Support Product Manager

  • 104 Posts
  • 26 Reply Likes
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)
    Photo of Neneva

    Neneva

    • 9 Posts
    • 1 Reply Like
    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?
    Photo of Neneva

    Neneva

    • 9 Posts
    • 1 Reply Like
    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
    Photo of Jason Butler

    Jason Butler

    • 5 Posts
    • 6 Reply Likes
    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?
    Photo of Marco Gämperli

    Marco Gämperli

    • 2 Posts
    • 0 Reply Likes
    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.

    Photo of Hugo Preiss

    Hugo Preiss

    • 1 Post
    • 0 Reply Likes
    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!
    Photo of Stewart Searles

    Stewart Searles

    • 9 Posts
    • 0 Reply Likes
    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
    Photo of Melissa Rios

    Melissa Rios, Lightroom Support Product Manager

    • 104 Posts
    • 25 Reply Likes
    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
    Photo of Stewart Searles

    Stewart Searles

    • 9 Posts
    • 0 Reply Likes
    Yes, using 7.3. Issue still unresolved.
    Stewart
    Photo of Jason Butler

    Jason Butler

    • 5 Posts
    • 6 Reply Likes
    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.
    Photo of Lau Bigb

    Lau Bigb

    • 6 Posts
    • 1 Reply Like
    Hello, i tried this on windows 10, gtx 1080.

    Exactly the same answer as above, it still doesn't work
    Photo of Melissa Rios

    Melissa Rios, Lightroom Support Product Manager

    • 104 Posts
    • 25 Reply Likes
    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
    Photo of Melissa Rios

    Melissa Rios, Lightroom Support Product Manager

    • 104 Posts
    • 25 Reply Likes
    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
    Photo of Lau Bigb

    Lau Bigb

    • 6 Posts
    • 1 Reply Like
    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 ?
    Photo of Malte Treutner

    Malte Treutner

    • 2 Posts
    • 0 Reply Likes
    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...
    Photo of Melissa Rios

    Melissa Rios, Lightroom Support Product Manager

    • 104 Posts
    • 25 Reply Likes
    Hey Malte,

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

    Thanks,
    Melissa
    Photo of Rikk Flohr

    Rikk Flohr, Official Rep

    • 6277 Posts
    • 1397 Reply Likes
    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.
    Photo of Rick Russell

    Rick Russell

    • 4 Posts
    • 1 Reply Like
    I can’t imagine as a paying customer that I should have to do anything other than expect Adobe to fix this problem.
    Photo of T.J.

    T.J.

    • 2 Posts
    • 0 Reply Likes
    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. 
    Photo of Jason Butler

    Jason Butler

    • 5 Posts
    • 6 Reply Likes
    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?