Lightroom Classic 10.2 will not display previews for MP4 videos

New Here ,
Apr 04, 2021 Apr 04, 2021

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I have a couple hundred mp4 videos in my Lightroom Classic catalog.  Now that I have installed LRC 10.2, previews no longer show up for them, and I can't play them in the library.  However, I can view those videos just fine using Lightroom (non-classic), Camera Raw 13.2, Photoshop, Bridge, and the Microsoft Photos app.  I re-installed Lightroom Classic, but it changed nothing.  Any ideas?

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Adobe Employee ,
Apr 04, 2021 Apr 04, 2021

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Hi there,

 

Sorry that Lightroom Classic 10.2 is unable to show previews of .MP4 videos.

 

Have you tried importing the videos even when the previews are unavailable? Do you get any error message? Is this an issue with selected videos or video formats?

 

To get started, please clear the cache from Lightroom Classic app: 

  1. In Lightroom, choose Edit > Preferences > File Handling (Windows) or Lightroom > Preferences > File Handling (Mac OS).
  2. Click Purge Cache under the Camera Raw Cache Settings. 

 

Let us know how it goes.

 

Thanks,

Akash

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New Here ,
Apr 05, 2021 Apr 05, 2021

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I have cleared the cache a few times; it never had any effect.

 

When I try to import a new video, the message "Import files at their current location" shows above the progress bar, and it appears that Lightroom hangs up.  After a couple minutes, I checked in Task Manager, and Lightroom was running at very low cpu level, and Dynamic Link Manager at 0 cpu, so I ended the Dynamic Link Manager task, and then got the message "There is a problem with the video file (1)" in Lightroom Classic.

 

Keith

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Adobe Employee ,
Apr 08, 2021 Apr 08, 2021

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Thanks for the update Keith.

 

Would you mind restoring Lightroom Classic app preferences to default and let us know if the issue still persists? Please refer this article for step by step instructions:
https://helpx.adobe.com/lightroom/help/setting-preferences-lightroom.html#restore_preferences_to_def...

 

Thanks, 

Akash

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New Here ,
Apr 08, 2021 Apr 08, 2021

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Resetting the app preferences had no effect.

The only thing I have changed recently was to clone my disk and install two new disks in a raid 1 configuration.  I can't see how that could affect videos in lightroom and nothing else, but I suppose it mighjt be a clue.

 

I checked again.  Lightroom non-classic, Premier Rush, and several less-capable program handle the videos fine, so I think this must be a Lightroom Classic idoosyncracy instead of a configuration issue on my PC.

But Premier Rush complained that the My Documents folder was not in its default location.

Thanks,

 

Keith

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Adobe Employee ,
Apr 15, 2021 Apr 15, 2021

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Thanks for the update Keith.

 

Would you mind sharing a few sample MP4 videos with us so that we may try replicating the issue at our end? You may upload the file to any file sharing service like Dropbox and share the URL with us or message me privately. 

 

~Akash

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New Here ,
Apr 16, 2021 Apr 16, 2021

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A video that won't show in Lightroom Classic is here.

HOWEVER, I have done several things that make me thing it is not the videos themselves:

I ran Lightroom Classic on my Surface Pro 3, using the same software version, catalog and images, and it handled the videos just fine.

I just did a complete uninstall and re-install of Lightroom Classic, and it did not affect the issue.

I looked in the Windows error logs,and found that I get an error every time I start Lightroom Classic on this PC.  It is under Windows Logs / Application, and the error report is:

------------------------------------------------------------------------

Faulting application name: dynamiclinkmediaserver.exe, version: 14.0.0.0, time stamp: 0x60016b62
Faulting module name: ucrtbase.dll, version: 10.0.19041.789, time stamp: 0x2bd748bf
Exception code: 0xc0000409
Fault offset: 0x000000000007286e
Faulting process id: 0x5a0
Faulting application start time: 0x01d7333c5a0803a4
Faulting application path: C:\Program Files\Adobe\Adobe Lightroom Classic\Helpers\DynamicLinkMediaServer\dynamiclinkmediaserver.exe
Faulting module path: C:\WINDOWS\System32\ucrtbase.dll
Report Id: 417c71c2-0767-47b4-b151-89ab685aa8d2
Faulting package full name:
Faulting package-relative application ID:

-----------------------------------------------------------------

Does that tell anyone anything?

 

Keith

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