Lightroom Classic 14.0.1 Crashes when I try to open videos

[MontoyaCat]

Lightroom Classic 14.0.1 crashes when I try to open videos. This was not previously an issue. Upgraded my Mac to Sequoia 15.1 to see if it would help, but still having the same problem.

[Rikk Flohr: Photography]

We’ve reviewed the email address you use with this forum and find no crash reports in our system.

Did you see a crash dialog?

Do you use a different email address when filling out the crash report?

Was the crash dialog Adobe’s? Apple’s?

[GR7359]

Lightroom Classic se ferme quand je lance n'importe quelle vidéo .mov depuis mon disque externe "Samsung T7". Cela fonctionne en revanche lorsque ces mêms vidéos sont copiées sur mon dique interne et lancées depuis Lightroom Classic. J'ai mis à jour le pilote de mon disque externe, ma version de MAC OS et ma version de Lightroom Classic.

[Moved from ‘Bugs’ to ‘Discussions’ by moderator, according to forum rules.]

[MontoyaCat]

It's an Adobe crash dialog message. Not sure why you are not seeing any crash reports, I've submitted several...

[MontoyaCat]

Hi!

I’m getting crash reports from Adobe.

Best,
Cathryn Montoya

[Rikk Flohr: Photography]

Thanks for the screenshot of the Crash Reporter dialog. I was able to locate it based on that. 
The crasher you are experiencing is a low-volume dvacore crasher.  Typically for this I recommend a clean reinstall of the app. 

Clean Lightroom Install Procedure

• Close Lightroom
• Restart the computer
• Use the Adobe Creative Cloud App to uninstall Lightroom
• Restart the computer
• Install Lightroom via the Creative Cloud App without launching any other programs.
• Restart the computer
• Launch Lightroom
• Wait 5 minutes
  
  

If, after the reinstall procedure above, you crash again, post a screenshot of your filled out crash dialog into a new reply and I will take a second look. 

[MontoyaCat]

I followed your directions, but now I have a bigger problem because I can't access anything in LIghtroom Classic.

[Rikk Flohr: Photography]

The procedures you followed would not have affected your catalog or your images. 

You will need to locate your current LRCAT and LRCAT-DATA files (they will be in the same folder) and launch Lightroom by double-clicking the LRCAT file. 

After identifying and opening the correct catalog your second message should go away.  Regarding your first screenshot, if after identifying and opening the correct catalog you still see these question marks, you will need to review the location of your files on disk and reconcile them to where Lightroom Classic expects them to be.  This normally happens when files/folders are renamed/moved/added/deleted from outside of Lightroom.  Did you recently do any file system clean up?

[tom_griggs]

I've had the same issue as the OP on the same version of Lightroom Classic. I tried the reinstall procedure above and unfortunately it continues to crash. I don't know if it would have anyting to do with it, but LR started crashing as soon as I loaded the first videos from my new iPhone 15 into it...or maybe that's coincidence.

[chrisg4741610]

I too have the same problem as MontoyaCat. Lightroom Classic 14.0.1 crashes when I try to open video's in the lightroom module. I have followed the re-install procedure and also tested it with a different catalog and have the same problem.  I have also tried toggling the GPU on and off and have reset reset the preferences. My libraby has 40k pictures and 2k video's. I have sent the crash reports to Adobe and would appreciate any help to resolve this.

[MontoyaCat]

My apologies for the late reply. I tried Rikk's suggestion and have also spent several hours on the phone with Adobe with no success. It appears that my solution is to buy more memory....

[Graig27230921dbmx]

I reported this issue to Adobe as soon as I updated to 14 and realized all videos crashed my computer. They told me it was a problem on my end since they weren't getting any other reports and "couldn't recreate the issue". 

Downgrading to LR Classic 13 WILL allow you to open videos again, but the problem is that when you upgraded to 14, your Catalog(s) got updated to, and there's no way to revert a 14 catalog to 13, so you will likely lose all the work you've done since your last LR Classic 13 backup.

This is obviously an Adobe problem, but they seem to be ignoring us.

[Aleke]

Hey @Graig27230921dbmx! I totally get how frustrating this can be, and I'm really sorry we haven't found a solution yet. Could you let me know what troubleshooting steps you've already tried with customer support?

Here are a few more things we can try:

• Force Quit Processes: Quit Lightroom Classic. Open Activity Monitor (macOS) or Task Manager (Windows) and search for dynamiclinkmediaserver and dynamiclinkmediamanager. If these processes are still running, force quit them.

• Disable GPU: Sometimes issues come from the graphics processor. Go to Edit > Preferences (Windows) or Lightroom Classic > Preferences (macOS), click on the Performance tab, and deselect Use Graphics Processor. Then relaunch Lightroom Classic.

• Update Drivers: Make sure your graphics card drivers are up to date. You can download the latest drivers from the manufacturer's website (NVIDIA, AMD, or Intel).

• Check Video File Format: Ensure the video file format is supported by Lightroom Classic. Here's a list of supported video file formats: https://adobe.ly/3DiwsKa

If none of these work, try submitting a crash report to Adobe for further assistance. You can find more info on how to do that here: https://adobe.ly/3OOAKeZ

Let me know how it goes. Thanks for your patience!
Alek

[Graig27230921dbmx]

Yes, I went through all the troubleshooting steps over a month ago. Its every video file, and all them opened fine in LR 10,11, 12 and 13. The only thing that works is downgrading to Lightroom 13. The problem is clearly a change made in LR14. I have upgraded and downgraded several times to test. Graig Earle