P: Videos do not play or import macOS High Sierra

[paulbgrant]

P: Videos do not play or import macOS High Sierra

[Kanheiya]

Hi Paul,

Can you please provide your system info and a sample video file which Lightroom is not able to import ?
For more info on Lightroom Video support check this below link.
https://helpx.adobe.com/in/lightroom/help/video-lightroom.html

-Kanheiya

[paulbgrant]

Thank you for the follow up.   The issue is not related to a specific video or format.   All videos are not working.  I have created a catalog in Lightroom 5 and imported all my videos to that catalog.    They all work fine.   As a test I exported all the videos from lightroom 5 to a separate folder in H264 format.   None of these videos will open in Lightrom Classicc CC.   I have about 300 short videos taken with a varity of cameras, Sony Alpha, Lumix, Canon, iphone etc.    All are behaving the same.

This problem startee either with upgrade to Lightroom Classic CC or the upgrade to High Sierra.   I noted it when trying to reorganize and remimport photos    At first I thought it was just the photos I was moving.   Upon further analysis I found it was all photos.

I have found that sometimes when I close Lightroom and reopen it wil appear to work and may work on 1 or two videos then it stops.  Sometimes I will get the message "The Video player has stopped working.  Please relauch?   Other times it just hangs on on the video or I get a black dot in the upper right of the thumbnail with the error message "Lightroom has encountered problems reading this video."

I have tried every tip in the forums and on line with no resultes.   I have uninstalled and reinstalled Lightroom a number of rtimes.

Current configurartion:

Lightroom Classic CC 7.0.1
Macbook Pro 2017
16GB Ram
1 TB SSD
OSX High Sierra 10.13.1

[Kanheiya]

Hi Paul,

Can you please share a sample file which will help us to identify the root cause? you can PM @ kanagraw@adobe.com
Are you able to import a new video(apart from reimporting) ?

-Kanheiya 

[paulbgrant]

As I have pointed out it makes no difference what the video or format is.   W/hen Lightroom is not working none of them work.   Here is a dropbox link of a variety of videos.   Again all of these videos work routinely in Lightroom 5, Quicktime on my make and using the VLC player.

https://www.dropbox.com/sh/je2wyju7a8yspym/AABDov_89HrdXBEU56euYRUBa?dl=0

Regards,
Paul

[so slow]

I have exactly the same problem

[Kanheiya]

Thank you for Reporting this issue. We are currently investigating this issue.

I am able to import those videos on same machine configuration.

-Kanheiya

[paulbgrant]

Yes I can import those and all videos with Lightroom 5 and 6 but not Lightroom 7

[so slow]

me too

[matejh17734482]

Hi,
I'm stuck with exactly the same problem. Cannot play or import video.
All stopped working around that time I upgraded to lightroom classis CC.

But what is interesting, when I log out and open Lightroom classic CC from guest account, all works fine.

I trashed all files reinstalled lightroom but no help.

Could it be some problem with quicktime?

MacBook Pro 15" 2017
Mac OSX Sierra

[paulbgrant]

As noted previously I have the same problem. I copied my Lightroom catalog to a separate drive and tried to open it with a different user on my Mac. No luck. Did you use your original catalog or create A NEW ONE.

[matejh17734482]

I created a new catalog, tested import and playback. All was fine on guest account.
But I didn ́t try to open an existing catalog indeed.

[hollys66493193]

me too

[so slow]

tried this thanks, but no luck

[paulbgrant]

Videos still not working with Latest Lightroom 7.1 update.     Based on the thread here and other forums this is clearly an ISSUE that is not be acknowledged or addressed.

[so slow]

still can't get it to work for me

[paulbgrant]

Can you give an update on this issue.  I see this thread has gone silent since the release of 7.1.   I am still not able to get videos to work in Lightroom CC.     Where can I go to get REAL support for this issue.    Lightroom 5 and 6 work fine.

[paulbgrant]

Seems this Thread is no longer active or of interest?

[Kanheiya]

Hi Paul,

We are looking into this issue and trying to reproduce it internally. Can you please try below workaround?

1-Open Lr 6.x and import a video file
2-Open Lightroom 7.1 and try to import few videos.


-Kanheiya

[matejh17734482]

Hi Kanheiya,
I upgraded to latest high sierra but no fix.
I'm not a programmer but some suspicious things popping up in console.

like this one for example

Sandbox: mdworker(1786) deny file-read-data /Users/mtj/Pictures/Lightroom/Mtj fotky Lightroom 5/Mtj fotky Lightroom 5/Mtj fotky Lightroom 5-2-4 Previews.lrdata (pre-plugin fstype:apfs fsflag:480D000 flags:240000005E diag:0 isXCode:0 uti:dyn.ah62d4rv4ge80k2u plugin:internalPlainTextImporter - find suspect file using: sudo mdutil -t 4764894)

Violation:       deny file-read-data /Users/mtj/Pictures/Lightroom/Mtj fotky Lightroom 5/Mtj fotky Lightroom 5/Mtj fotky Lightroom 5-2-4 Previews.lrdata (pre-plugin fstype:apfs fsflag:480D000 flags:240000005E diag:0 isXCode:0 uti:dyn.ah62d4rv4ge80k2u plugin:internalPlainTextImporter - find suspect file using: sudo mdutil -t 4764894) 

MetaData: {"build":"Mac OS X 10.13.2 (17C88)","action":"deny","target":["Users","mtj","Pictures","Lightroom","Mtj fotky Lightroom 5","Mtj fotky Lightroom 5","Mtj fotky Lightroom 5-2-4 Previews.lrdata"],"note":"pre-plugin fstype:apfs fsflag:480D000 flags:240000005E diag:0 isXCode:0 uti:dyn.ah62d4rv4ge80k2u plugin:internalPlainTextImporter - find suspect file using: sudo mdutil -t 4764894","hardware":"Mac","platform_binary":"yes","profile":"unknown","process":"mdworker","op":"file-read-data"}

Do you want more from console?

[paulbgrant]

Here is the data if I search for : dynamiclinkmediaserver only in the console

error 21:32:08.082630 -0800 Adobe QT32 Server Month 13 is out of boundsdefault21:32:08.109088 -0800 Adobe QT32 Server /BuildRoot/Library/Caches/com.apple.xbs/Sources/AppleFSCompression/AppleFSCompression-96.30.2/Common/ChunkCompression.cpp:50: Error: unsupported compressor 8
default 21:32:08.109147 -0800 Adobe QT32 Server /BuildRoot/Library/Caches/com.apple.xbs/Sources/AppleFSCompression/AppleFSCompression-96.30.2/Libraries/CompressData/CompressData.c:353: Error: Unknown compression scheme encountered for file '/System/Library/CoreServices/CoreTypes.bundle/Contents/Resources/Exceptions.plist'
default 21:32:08.110886 -0800 Adobe QT32 Server /BuildRoot/Library/Caches/com.apple.xbs/Sources/AppleFSCompression/AppleFSCompression-96.30.2/Common/ChunkCompression.cpp:50: Error: unsupported compressor 8
default 21:32:08.110934 -0800 Adobe QT32 Server /BuildRoot/Library/Caches/com.apple.xbs/Sources/AppleFSCompression/AppleFSCompression-96.30.2/Libraries/CompressData/CompressData.c:353: Error: Unknown compression scheme encountered for file '/System/Library/CoreServices/CoreTypes.bundle/Contents/Library/AppExceptions.bundle/Exceptions.plist'
error 21:32:08.115648 -0800 Adobe QT32 Server Month 13 is out of bounds
error 21:32:08.115719 -0800 Adobe QT32 ServerMonth 13 is out of bounds
error 21:32:08.117678 -0800 Adobe QT32 Server Month 13 is out of bounds
error 21:32:08.117752 -0800 Adobe QT32 Server Month 13 is out of bounds
default 21:32:08.214163 -0800 Adobe QT32 Server WARNING: The Gestalt selector gestaltSystemVersion is returning 10.9.2 instead of 10.13.2. This is not a bug in Gestalt -- it is a documented limitation. Use NSProcessInfo's operatingSystemVersion property to get correct system version number.
Call location:
default 21:32:08.214238 -0800 Adobe QT32 Server 0   CarbonCore                          0x948e4949 ___Gestalt_SystemVersion_block_invoke + 98
default 21:32:08.214259 -0800 Adobe QT32 Server 1   libdispatch.dylib                   0xa751c5a9 _dispatch_client_callout + 50
default 21:32:08.214278 -0800 Adobe QT32 Server 2   libdispatch.dylib                   0xa751c53d dispatch_once_f + 40
default 21:32:08.214296 -0800 Adobe QT32 Server 3   libdispatch.dylib                   0xa751d175 dispatch_once + 24
default 21:32:08.214313 -0800 Adobe QT32 Server 4   CarbonCore                          0x9486c993 _Gestalt_SystemVersion + 989
default 21:32:08.214330 -0800 Adobe QT32 Server 5   CarbonCore                          0x9486c198 Gestalt + 148
default 21:32:08.214346 -0800 Adobe QT32 Server6   QuickTimeComponents                 0x09860feb TextATSUIComponentDispatch + 339
default 21:32:08.441789 -0800 Adobe QT32 Server 123: This application, or a library it uses, is using the deprecated Carbon Component Manager for hosting Audio Units. Support for this will be removed in a future release. Also, this makes the host incompatible with version 3 audio units. Please transition to the API's in AudioComponent.h.
default 21:32:08.444037 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:301:Initialize: (0x4024a20) Input format:  1 ch,  32000 Hz, Float32
default 21:32:08.444061 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:304:Initialize: (0x4024a20) Output format:  1 ch,  32000 Hz, 'aac ' (0x00000000) 0 bits/channel, 0 bytes/packet, 0 frames/packet, 0 bytes/frame
default 21:32:08.444487 -0800 Adobe QT32 ServerACMP4AACBaseEncoder.cpp:644:Initialize: (0x4024a20) @@@@ 'aac ' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 48000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 0, mCodecDelay = 2112, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.445509 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x4024a20) @@@@ 'aac ' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 48000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 0, mCodecDelay = 2112, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.446500 -0800 Adobe QT32 Server ACAppleLosslessEncoder.cpp:793:Initialize: (0x4045820) Input format:  1 ch,  32000 Hz, Int32
default 21:32:08.446523 -0800 Adobe QT32 Server ACAppleLosslessEncoder.cpp:796:Initialize: (0x4045820) Output format:  1 ch,  32000 Hz, 'alac' (0x00000000) from UNKNOWN source bit depth, 0 frames/packet
default 21:32:08.447523 -0800 Adobe QT32 Server ACFLACEncoder.cpp:635:Initialize: (0xb0ee020) Input format:  1 ch,  32000 Hz, 'lpcm' (0x0000000C) 24-bit little-endian signed integer
default 21:32:08.447544 -0800 Adobe QT32 Server ACFLACEncoder.cpp:638:Initialize: (0xb0ee020) Output format:  1 ch,  32000 Hz, 'flac' (0x00000000) from UNKNOWN source bit depth, 0 frames/packet
error 21:32:08.447917 -0800 Adobe QT32 Server ACFLACEncoder.cpp:1237:stream_encoder_write_callback: ERROR: client_data in write callback is NULL
default 21:32:08.450213 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:301:Initialize: (0x2068820) Input format:  1 ch,  32000 Hz, Float32
default 21:32:08.450241 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:304:Initialize: (0x2068820) Output format:  1 ch,  32000 Hz, 'aace' (0x00000000) 0 bits/channel, 0 bytes/packet, 0 frames/packet, 0 bytes/frame
default 21:32:08.450529 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aace' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 48000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 256, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.451067 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aace' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 48000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 256, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.451993 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:301:Initialize: (0x2068820) Input format:  1 ch,  32000 Hz, Float32
default 21:32:08.452016 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:304:Initialize: (0x2068820) Output format:  1 ch,  32000 Hz, 'aacg' (0x00000000) 0 bits/channel, 0 bytes/packet, 0 frames/packet, 0 bytes/frame
error 21:32:08.452310 -0800 Adobe QT32 Server AACEncoderFactory.cpp:1301:Initialize:  AACExtensionInitialize
default 21:32:08.452339 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aacg' encoder configuration: srIn = 32000, srOut = 16000, chans = 1, bitRateFormat = 1, bitrate = 24000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 714, drcConfiguration = 0, mPrePostFillMask = 0x0
error 21:32:08.452852 -0800 Adobe QT32 Server AACEncoderFactory.cpp:1301:Initialize:  AACExtensionInitialize
default 21:32:08.452880 -0800 Adobe QT32 ServerACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aacg' encoder configuration: srIn = 32000, srOut = 16000, chans = 1, bitRateFormat = 1, bitrate = 24000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 714, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.453916 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:301:Initialize: (0x2068820) Input format:  1 ch,  32000 Hz, Float32
default 21:32:08.453939 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:304:Initialize: (0x2068820) Output format:  1 ch,  32000 Hz, 'aacf' (0x00000000) 0 bits/channel, 0 bytes/packet, 0 frames/packet, 0 bytes/frame
default 21:32:08.454169 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aacf' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 40000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 256, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.454706 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aacf' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 40000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 256, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.455653 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:301:Initialize: (0x2068220) Input format:  1 ch,  32000 Hz, Float32
default 21:32:08.455675 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:304:Initialize: (0x2068220) Output format:  1 ch,  32000 Hz, 'aacl' (0x00000000) 0 bits/channel, 0 bytes/packet, 0 frames/packet, 0 bytes/frame
default 21:32:08.455924 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068220) @@@@ 'aacl' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 48000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 512, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.456541 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068220) @@@@ 'aacl' encoder configuration: srIn = 32000, srOut = 32000, chans = 1, bitRateFormat = 1, bitrate = 48000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 1, mCodecDelay = 512, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.457510 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:301:Initialize: (0x2068820) Input format:  1 ch,  32000 Hz, Float32
default 21:32:08.457533 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:304:Initialize: (0x2068820) Output format:  1 ch,  32000 Hz, 'aach' (0x00000000) 0 bits/channel, 0 bytes/packet, 0 frames/packet, 0 bytes/frame
default 21:32:08.457821 -0800 Adobe QT32 ServerACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aach' encoder configuration: srIn = 32000, srOut = 16000, chans = 1, bitRateFormat = 1, bitrate = 28000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 0, mCodecDelay = 4224, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.458526 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x2068820) @@@@ 'aach' encoder configuration: srIn = 32000, srOut = 16000, chans = 1, bitRateFormat = 1, bitrate = 28000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 0, mCodecDelay = 4224, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.459699 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:301:Initialize: (0x209a020) Input format:  1 ch,  32000 Hz, Float32
default 21:32:08.459727 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:304:Initialize: (0x209a020) Output format:  1 ch,  32000 Hz, 'aacp' (0x00000000) 0 bits/channel, 0 bytes/packet, 0 frames/packet, 0 bytes/frame
default 21:32:08.460086 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x209a020) @@@@ 'aacp' encoder configuration: srIn = 32000, srOut = 16000, chans = 1, bitRateFormat = 1, bitrate = 28000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 0, mCodecDelay = 4224, drcConfiguration = 0, mPrePostFillMask = 0x0
default 21:32:08.460641 -0800 Adobe QT32 Server ACMP4AACBaseEncoder.cpp:644:Initialize: (0x209a020) @@@@ 'aacp' encoder configuration: srIn = 32000, srOut = 16000, chans = 1, bitRateFormat = 1, bitrate = 28000, quality (complexity) = 64, VBRQ = -1, speechOptimization = 0, packetSizeLimit = 0 (bits), packetBitSizeMin = 0 (bits), mMaxPacketSize = 768 (bytes), delayMode = 0, mCodecDelay = 4224, drcConfiguration = 0, mPrePostFillMask = 0x0
error 21:32:08.461613 -0800 Adobe QT32 Server294:  ca_debug_string: conv == NULL
error 21:32:08.462504 -0800 Adobe QT32 Server 294:  ca_debug_string: conv == NULL
error 21:32:08.463428 -0800 Adobe QT32 Server 294:  ca_debug_string: conv == NULL
default 21:32:18.120692 -0800 Adobe QT32 Server LSExceptions shared instance invalidated for timeout.

[Kanheiya]

Thank you Paul and Matej for providing the logs.Workaround : please import a video in Lr 6.x and then try to import video in 7.0. Can you please try workaround and let us know the results? -Kanheiya

[matejh17734482]

Thanks for a tip, how can I get LR6?

[J453]

https://helpx.adobe.com/lightroom/kb/lightroom-downloads.html

[matejh17734482]

Thanks Jeffrey,
I downloaded LR6, installed and imported video. No problem during this process. 
Then I closed LR6 opend LR CCC with new catalog.
Same problem. No preview for video, import fail.

here is log from console filtered by "lightroom".
Let me know if you want some other info.

https://www.dropbox.com/s/p5b1w4jg77gh4ru/LR-test.txt?dl=0

[richo1234]

I have the the same problem and I ave noticed that it appears only after you try and fail to open an Apple video file recorded with new hvc1 codec Then you can't open any other video untill you restart Lightroom CCC. In Lightroom CC and iOS devices the same file opens w/o any problems.
File coded with hvc1 doesn't have a preview as well - see the attached photo of a video coded in h.264 and hvc1

PS
I'm still on Sierra not High Sierra...