Why doesn't my version of Photoshop or Lightroom support my camera?

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I just got a new camera and Photoshop and/or Lightroom does not recognize the raw files. What do I do?
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Photoshop FAQ, Official Rep

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Posted 7 years ago

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Sylvain Fouquet

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This reply was created from a merged topic originally titled when lightroom will support the latest SONY ALPHA 7RIII?.

i would like to know when lightroom will support the latest SONY ALPHA 7RIII? I just bought the camera, but I can not use the photos
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Eric Chan, Camera Raw Engineer

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We are working on an upcoming release which will support the new A7R III.  Thanks for your patience.
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joesao

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Two weeks ago... Adobe, you should be ashamed of yourselves. Adobe is a company with an $86 billion market cap, 2016 FY revenues of $5.8 billion and $1.2 billion in profits... and you're telling me you can't get a simple camera profile pushed to your users more quickly than that?

Several of your competitors - including Capture One - support the A7R III.

This isn't an inconsequential camera. So, what's your excuse? And yes, I have one, and today I tried importing several hundred RAW files and was shocked to find out that my Lightroom CC subscription product won't support it.

This is NOT a company that cares about its customers. There are more and more alternative RAW editors out there; people are really pissed at the subscription-only product, and now this... please listen to your customers and get this profile out.
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Rikk Flohr, Champion

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Why were you shocked? Did you fail to verify your OS, Hardware, Software was compatible before purchasing? 

It has been not only good - but necessary advice since the dawn of computing that you research new purchases for compatibility before buying them and that you certainly don't plan to use them for mission-critical jobs before testing them.  That is why manufacturers publish system requirements. 

Example: I had a Mac user purchase a new Mac Book Pro last week not realizing that it had USB-C instead of USB ports and his tethering wouldn't work because he didn't have a cable that would connect his camera to computer. He showed up on a job site and looked very bad because he couldn't deliver what he promised. Why? He didn't do the research first.  Had he done his research and then actually tested a mission critical component, things would have been fine.

If your camera manufacturer doesn't supply an industry standard file. If your camera is newly released. If you couldn't wait and had to be the first one on your block to own the new camera xyz... and if you didn't check in advance to ensure that it was compatible with your workflow, it becomes Adobe's fault? That is a pretty hard sell. 

Camera manufacturers don't always supply advance files to software companies. Even if they do, they reserve the rights to change specs right up to and after ship date. They often don't even announce ship dates, or change them, moving them up by weeks,  and then everyone yells at Adobe because their "not inconsequential camera" isn't supported instantly.  Adobe does a pretty good job (with a couple of ancient exceptions) of supporting all raw formats and within a software release or two of the camera's release. 

If you wish to live on the bleeding edge, that is your affair. Realize there will be blood. 

I have to smile every time someone pulls the "Capture One supports it" argument.  They quote the times where Capture One delivers the support days before, or a couple of weeks before Adobe. They conveniently forget when the delivery of support goes the other way.  Self-selecting data bias will always help to bolster your point. Critical thinking dismisses it. 

I will close with some good advice:

1. Check all purchases for compatibility before purchasing.
2. Do not plan to use or use untested products in mission critical situations.
3. Realize that there will be a lag in support for all yet-to-be-released software/hardware
4. Check your indignation at the door. Policy, logistics, testing and scheduling do not turn upon your whim. 
(Edited)
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Kim Letkeman

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While you make many good points, I think your tone comes off rather condescending. These are Adobe customers that you are talking down to. Over the years, most people that I have seen complain are simply upset that Adobe is not ready close to the time when new cameras come out, leaving raw shooters high and dry for months. And Adobe being the powerhouse in the photo finishing industry these days, they could ask for early samples from the big manufacturers in order to have their ducks in a row on or near launch date. That lack of planning and execution is what is Adobe's fault. And the fact that people enjoy the bleeding edge helps to keep Adobe in business, yes?
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joesao

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Thank you for all the comments here. Everyone makes very good points.

Yes, I should check compatibility before buying a product. Yes, Sony should share profiles with Adobe.

Now let's flip the point of view to Adobe.

Let's say you and I are the owners of Adobe. We have many customers paying us a monthly fee to use our product, Lightroom. We want to keep those customers - they pay the bills! And to do that, we compete, and make the best product we possibly can.

When a new, very popular camera comes along, what do we do? Heck, we scramble to put out a profile before the competition. Otherwise, our customers will download competing products, and maybe we'll lose them. We don't want that - we want to keep our customers and get new ones. And the way to do that is to delight our customers with quality products in a competitive market.

My gripe is this: Adobe has ENORMOUS resources, as I pointed out previously. Competitors already offer this profile. It seems to me that Adobe should have this profile out! I find it absolutely absurd that Adobe is acting so flippantly about this, and taking so long, frankly.

Last night I downloaded Capture Pro. I wouldn't have done so if my files had opened in Lightroom. I'm an anecdote - just a guy. But I'd be worried if I were the owner at Adobe.

(Aside: Adobe is publicly traded and owned by shareholders and maybe that's part of the problem - weak ownership culture and perhaps drifting management.)

Anyway, the point of this post was to spur Adobe to get its act together, and release the darn profile pronto, so I can get back to editing my photos. Thank you.
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Statikfunk

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This reply was created from a merged topic originally titled AWR Raw files of the new Sony ILCE-A7RM3 are not supported on Lightroom Classic C....

Latest version of Lightroom Classic CC can't import neither compressed or uncompressed ARW files of the new model Sony ILCE-7M3.

When this type of RAW files will be supported ?
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David Young

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Save files as DNG ,then they will work inLR
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Victoria Bampton - Lightroom Queen, Champion

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Good try David, but the DNG Converter doesn't support them yet either. So for now, the answer has to be "soon".
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Statikfunk

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Ok soon ! But is there any information about when ?
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John R. Ellis, Champion

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Adobe never discloses when the next release is coming or what will be in it. 

However, in the past, LR added support for new Sony cameras in the release following their announcement about 58% of the time.  And new versions of LR came out on average every two months: 

https://forums.adobe.com/message/9807361#9807361

If Adobe continues the same practices with LR 7 (Classic), then since the Sony Alpha 7R III was announced on October 25, this would suggest that there's a little bit better than even chance it will be supported in the next release of LR, and if not then, almost certainly in the release following.  The next release might come out in the middle of December.  But this is just educated guesswork...

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Rikk Flohr, Champion

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I will put an emphatic stamp on John's post. If the question uses the word "when" you can expect it won't be answered and if it is it will be only in the vaguest sense of 'when'.
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John R. Ellis, Champion

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Also, it appears that even Sony's Image Data Converter doesn't yet support the ILCE-7RM3:
http://support.d-imaging.sony.co.jp/imsoft/Mac/idc/us.html 

But Capture One Sony does support it:
https://www.phaseone.com/en/Products/Software/Capture-One-for-Sony/Sony-Pro.aspx

In the short term, you could convert the photos to TIFFs using the free Capture One Express Sony and then import the TIFFs into LR. 
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Glenn

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Nikon D850 users waited over 2 months for Adobe Camera Profiles in Lightroom.  Enjoy your wait, we did.  With an update just coming out at the end of October I'm sure it will be a while before any new updates.  We got zero information from Adobe other than meaningless platitudes.
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sandro aeschbacher

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Just do it with this workaround: https://www.youtube.com/watch?v=RBPDyzNfov0&feature=youtu.be it works fine!
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avpman

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6.13 of the perpetual version of LR supports the D850 files. But Adobe said that would be the last camera upgrade to the perpetual version (camera profiles, bug fixes, features, etc.) leaving it a dead product with only TWO months notice. If you want any new camera profiles beyond that then you have to jump on the Pay to Play Lightroom Classic band wagon.
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Rikk Flohr, Champion

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Actually, no one at Adobe has said this will be the last version of the 6.x product. It is possible that there will be another update.  If you have a link showing this, please post it here. 
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John R. Ellis, Champion

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When 6.13 was released, the Lightroom Journal said: "The last version of Lightroom 6 will be coming out towards the end of the year":
http://blogs.adobe.com/lightroomjournal/2017/10/lightroom-6-13-now-available.html
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avpman

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Thank you, John. One thing about being totally forthcoming with people is that you don't have to remember, or ask others to remember, what you've told them in the past.
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Rita England

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This reply was created from a merged topic originally titled Sony A7Riii when can I read raw files.

I can't see my Sony A7Riii files in lightroom.  when will the update be released?
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ADAM Palmer

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This reply was created from a merged topic originally titled A7rIII support.

Is A7rIII support coming soon?  Can't be too hard as I am having some luck with just modifying the exif
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Tim Black

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This reply was created from a merged topic originally titled Raw Support for Sony a7R III.

What is the timeline, I just received my new camera. I'm a Lightroom guy and will not be able to edit in Lightroom. I don't want to have to buy another product.
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Abambo

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by the end of the year, there should be a new release with some new cameras and lenses supported. for the Lr 6 series, that will be the last one. For future new cameras, users would need to use the free DNG converter from Adobe to convert proprietary RAW files to DNG. So there is no reason to panic.
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Andrew Rodney

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by the end of the year, there should be a new release with some new cameras and lenses supported. 
You know this fact how? 
It is possible but only those under NDA know for sure. So are you breaking an NDA or guessing? 
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John R. Ellis, Champion

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After releasing 6.13, Adobe wrote in the Lightroom Journal: "As we align our investments in the direction of supporting our subscription-based products, the last version of Lightroom 6 will be coming out towards the end of the year."
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Andrew Rodney

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Yeah and the same blog told us that there would be a perpetual license indefinitely. That didn't pan out. 
Anyway, when it's released, it's released and commenting prior will not speed that process up. 
That said, I have good reasons to believe this blog for this release by end of year and I'll so no more.... ;-)
(Edited)
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John R. Ellis, Champion

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"commenting prior will not speed that process up."

But it does set users' expectations and help them plan accordingly.
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Steve Lehman

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Here's the real problem:   It's not a precedent set by Adobe, it's your camera manufacturer who should furnish the converter.   It's just like Windows being furnished a .dll files to connect with apps - the app manufacturers supply those.   I wouldn't buy a camera that doesn't supply a converter.   Get a message to your camera manufacturer.   
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Steve Granger

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This reply was created from a merged topic originally titled Why is Adobe not supporting RAW files for the newer Sony products (a7riii)? Are y....
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Chris

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This reply was created from a merged topic originally titled How do I view Nikon D850 Raw files with Photoshop CS5 Extended an a Mac OS X10.6.....

How do I view Nikon D850 Raw files with Photoshop CS5 Extended an a Mac OS X10.6.8 computer?
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Donna Bennett

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This reply was created from a merged topic originally titled NEF files not recognized!.

I just did an update to my Adobe Cloud from PS14 to PS 17, now I get an error message when trying to open raw files. The PS Raw Editing window does not come up, instead it say" Could Not complete request because Photoshop does not recognize this file. What should I do!?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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What specific Nikon camera do you have? Make sure Elements is up to date. Select Help > Updates... to make sure you're up to date.
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Steve Lehman

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Donna Bennett:   

NEF is your Nikon RAW file in your camera.  It's not an Adobe file extension.  Convert your RAW file using a DNG converter which will convert NEF RAW files to TIFF or PDF files and Adobe will recognize those file extensions, then you can edit photos.   The DNG converter is at the end of this summary.   BTW - CR2 is the RAW file in Canon for those who need a Canon RAW conversion.   A DNG converter will help with those also.   

Also note that, camera RAW files are 16-bit so that photos will be compressed in the photo memory in the camera.  Almost all printers will not print a 16-bit file, so Adobe will change the 16-bit files to 8-bit files on the way to the printer, as the printer send up a message that you may want to convert to 8-bit, and "do you want to do this now?" and you must say yes if you want a print.  So convert RAW, edited the photo, then print in 8-bit (an uncompressed file).   Fun stuff huh?  

My wish is that someday camera manufacturers might supply RAW converters with each camera.  Here's where to get the DNG Converter:   https://helpx.adobe.com/photoshop/using/adobe-dng-converter.html
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Robert Wiseman

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This reply was created from a merged topic originally titled CC versus 6 Extended.

I have Photoshop CC; however, I use Photoshop 6 Extended because I find it works faster and much easier.  The only problem I have with 6 Extended is that it will not recognize Raw files on my XQD card.  I have attempted to download the latest upgrade for 6 Extended, but so far, I have not been able to download  the latest upgrade.  Has anyone else had problems with this?
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Robert Cullen

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Camera Raw 9.1.1 is the most current version compatible with Bridge CS6 and Photoshop CS6.
Installing a higher version of Camera Raw will not be compatible with CS6.
Check the minimum Camera Raw version for your camera model here-
https://helpx.adobe.com/camera-raw/kb/camera-raw-plug-supported-cameras.html
If your camera needs higher than 9.1.1 then you only have one option to see your raw files in CS6, and that is to convert the raw files to Adobe DNG raw with the Adobe DNG Converter.

https://helpx.adobe.com/camera-raw/kb/camera-raw-plug-in-installer.html
https://helpx.adobe.com/camera-raw/kb/camera-raw-plug-supported-cameras.html

Have you installed Photoshop-CC 2018 ?  You may be surprised. And it will open all your files!