P: Videos don't play and don't import

[FeedbackCommunityMember]

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?

[Kanheiya]

Hi,

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

-Kanheiya

[Kanheiya]

Hi,

In High Sierra system somehow dlms library(helps video play and import) is not able to invoke. We are looking into this issue. Can you please share below information which may help us to investigation more on this issue.

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 
Please share this file.

-Kanheiya

[TomMix47]

Thanks for looking into the problem but what is "High Sierra"?

[Kanheiya]

Mac OS version 10.13 and above is called as  "High Sierra".

[TomMix47]

Thank you. But unfortunately that leaves us Windows based systems without a possible fix.

[Kanheiya]

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

[FeedbackCommunityMember]

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).  

[FeedbackCommunityMember]

I am having this issue with El Capitane.

[Kanheiya]

Please try to delete /Users/<User_Name>/Library/Preferences/Adobe/dynamiclinkmediaserver  folder and try again.

[FeedbackCommunityMember]

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.

[Kanheiya]

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

[maltet49900615]

I have the same problem. Windows 10 + LR 7 CC... Is there really no solution for that!? damn

[FeedbackCommunityMember]

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

[axmelissarios1]

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:
4. 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.
5. 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

[TomMix47]

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

[FeedbackCommunityMember]

I tried navigating to where you described on my Mac, El Capitaine OS

• <user>/Library/Preferences/Adobe/dynamiclinkmanager
• <user>/Library/Preferences/Adobe/dynamiclinkmediaserver
• <user>/Library/Preferences/Adobe/DyanmicLinkMediaServer

In the first place there is no Library Folder in my User folder.

I tried <hard drive>//Library/Preferences/Adobe

and that does not exist either.  There is no Adobe file in the Preferences folder.

So I am not able to find the Adobe preferences to delete that file,

Any further advice?

Thanks, Neti

[FeedbackCommunityMember]

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.

[FeedbackCommunityMember]

Hello, i tried this on windows 10, gtx 1080.

Exactly the same answer as above, it still doesn't work

[Jeff Ellis]

Same problem here. With OS Sierra & Mac Pro

[axmelissarios1]

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

[axmelissarios1]

Hey Neti,

Thanks for coming back for clarification. When you open Finder and navigate to its menu, select Go. Do you see a shortcut to Library? It should look like below:




If not, let's try just searching in the Finder search bar for "Trace Database.txt". Make sure you're searching within "This Mac" and not just "Recents".

If you're still not finding it, let us know. We can set up an agent to call you and work with you through the above steps.

Another question: are you now on Lightroom Classic 7.3? If you're on an earlier version, would you mind updating to 7.3 and letting us know if this issue resolves? We've had several other users simply update and it resolved the problem.

Thanks,
Melissa

[axmelissarios1]

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

[maltet49900615]

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...

[axmelissarios1]

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

[axmelissarios1]

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