P: (Win 11) - Video file will not import (works in Local mode)

[martins26997302]

Version: 8.0

Windows 11 Pro 23H2

Hi,

in Lightroom CC v7.5, I was happily importing H.265 (aka HEVC) into Lightroom straight from the Camera.  Now in v8.0, this no longer works, sending me on a wild goose chase to install HEIC and HEVC extensions, costing me 1 USD. (ok, I will survive, but still).  Despite installing all that, it still doesn't work.  Going back to v7.5 restores the ability to import H.265.  I am happy to provide a sample file.

Steps to reproduce:

1) update to v8.0

2) create an H.265 recording on OM Systems OM-1

3) try to import said file

Expectation:

Import preview shows thumbnail, allows to select the file and import makes the file available in Lightroom CC eco system

Actual:

Thumbnail is black. On hover, shows an error about needing HEVC extension

[Rikk Flohr: Photography]

Are you able to supply a link to a file we can download to review? 

[martins26997302]

Sure, attached.

[Rikk Flohr: Photography]

Thank you for the file. 

I have no issues importing, viewing, editing, or exporting this file. (testing on Win 10 22H2).   The file appears normally as a thumbnail, or in edit view. 

I suspect something is amiss in your Windows installation based on the error message. 

I wonder (European regulations and all) if you are missing a Windows component that is causing this? 

[martins26997302]

If it was related to my Windows version, why would it work in Lightroom v7.5?  I double-confirmed now that it works in v7.5 but not in v8.0, see attached screenshots.

I now also checked that it works in Lightroom v7.4.1  and v7.4 . Also in the following software:

- VLC

- Premiere Pro 2025 (v25.0)

- Media Player (Windows built-in)

- Movies & TV (Windows built-in)

- Photos (Windows built-in)

- Photos Legacy (Windows built-in)

, this really seems to be a problem specific to Lightroom v8.0.

It would be great if this could be discussed in the dev team - there must have been some changes in v8.0?

[Rikk Flohr: Photography]

I spoke with our developers and they would like to collect a diagnostic log from you. 

Have the import screen open with the file in it, close the import screen, then generate diagnostic log)
For LrDesktop

• Go to Preferences
• Account Section
• Hold down the [Opt/Alt] key to make [Diagnostic Log] button appear.

One additional question. If you view the same video via the Local Tab instead of Cloud, is it visible inside Lightroom? 

[Rikk Flohr: Photography]

This appears to be isolated to Windows 11. One of our engineers has been able to reproduce and we've logged a bug to investigate. 

Note: The video will work in Local Mode so that would be your workaround for working with the video. 

Thank you for the report and the additional work. 

[martins26997302]

1) I have generated a Diagnostic Log. How do I send it in - if possible, not through a public post?

2) Indeed, when using the "Local" tab, the file plays.  I can then even import and sync it (!)

3) Happy to hear that an engineer was able to reproduce it locally.

[Rikk Flohr: Photography]

I don't think we need the log any longer but hang on to it for a couple of days - just in case...

[martins26997302]

Ok

[Rikk Flohr: Photography]

Greetings all, 

A new update for Adobe Photography Products has been released.  The December update contains an update for this issue. 

If you do not see the update in your Creative Cloud Application, you can refresh it by hitting [Ctrl/Cmd]+[Alt/Opt]+[ R ].

Note: It may take up to 24 hours for your update to be available in your Creative Cloud app.

Thank you for being so patient.