Lightroom Classic CC: Videos won't play

  • 1
  • Problem
  • Updated 2 months ago
  • Solved
  • (Edited)
None of my videos in any format, old or new, will play in my latest Lightroom Classic CC 7.4 in Mac OS High Sierra 10.13.5 on an iMac Retina 5K 27" 2017 computer. These are videos that used to play just fine. Thumbnails show up but when clicked on, they open to a gray window with controls that don't work.
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Carol Parker

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  • frustrated

Posted 2 months ago

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Rikk Flohr, Official Rep

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Carol, 

Sorry to hear about your video playback issues. If you go to Preferences>Performance and disable GPU, do the videos then play?
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Carol Parker

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In Preference > Performance I unchecked the box 'Use Graphics Processor'. I then shut down and restarted Lightroom. Videos still do not play.
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Rikk Flohr, Official Rep

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Thanks Carol. That helps to diagnose. Next thing to try: 

Sometimes weird behavior is corrected/cured by resetting the preferences. 

Reset Procedure:

1. Close Lightroom.
2. Hold down [Alt/Opt]+[Shift] while restarting Lightroom. 
3. Overwrite the Preferences when prompted by the dialog.
4. Close Lightroom.
5. Restart Lightroom.

Does the video not playing behavior continue after resetting the preferences?
(Edited)
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Carol Parker

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Followed your instructions - no improvement.
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Simon Chen, Principal Computer Scientist

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Can you copy-n-paste the Lightroom>Help>System Info... to see your system configuration?

When you launch Lr and then tries to play a video, in the Windows Task Manager or macOS Activity Monitor, do you see a process named "dynamiclinkmediaserver" running?
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Butch_M

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The only times (twice) I have had issues with video files not playing in Lightroom on macOS, was after a 'Pro Video codec' update included with the normal system updates seems to confuse Lr.

A reinstall of Lightroom fixed the issue on both occasions.

I am under the assumption that Lr is not recognizing the updated codecs, but the reinstall points to them better or adds recognition of same.
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Carol Parker

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I can reinstall without messing up my catalog? I need to uninstall first?
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Victoria Bampton - Lightroom Queen, Champion

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Yes, uninstall, reboot then reinstall. It'll ask whether you want to keep your preferences (personally I'd trash them, as Rikk suggested above) but your catalog will be safe.
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Carol Parker

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Thank you! I did do the uninstall/reinstall and videos seem to be functioning again. Thanks everyone for pitching in for the fix!
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Simon Chen, Principal Computer Scientist

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It is probably some issue in the last installation. It could also be possible that some AntiVirus software quarantined some Lr installed files false positively.
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Carol Parker

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After my reinstall fix - all was well for a couple of hours - then all videos stopped playing again! Error message 'There was an error working with the video.'