• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
4

Canon CR2 Files 'unsupported' by AI Denoise

Community Beginner ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

Full-RAW Canon CR2 files are showing as 'unsupported' when attempting to use AI Denoise Feature in Lightroom 6.4, 6.5, and now 7.0

I have been using the AI Denoise feature flawlessly for the past month or two, using my Canon CR2 RAW files and denoising them using Lightroom Cloud on my Windows Laptop. However, in the past 2 days I have encountered an issue where the denoise feature claims the file type is 'unsupported' and refuses to denoise them.
It is refusing photos that worked before - so something has changed....

 

I had tried reinstalling previous versions such as 6.4, and this worked once before the issue reoccured. Updating to the October 2023 7.0 release is also providing the same issues. 

Any assistance would be greatly appreciated as this is a well used feature for my editing. 

TOPICS
Windows

Views

296

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

They are working fine here on Win 10, LrD 6.5 and 7.0. 
Have you checked your GPU for an update from the manufacturer's site?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

Yes, as far as I can see everything is up to date. I'm on Windows 11 on a laptop. All system updates and GPU drivers are up to date to as much as possible. 

 

It's not the most powerful laptop by a longshot, but it used to work fine until a few days ago and suddently the files aren't supported. It's not an error in terms of it couldn't complete the denoise such as a system incompatability error such as a too weak laptop, it just states they aren't supported and won't begin the process. 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

Next step would be to share a file with us to see if we can repeat with your files?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

Yes that might be an idea. 

 

Where would I share this with you?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

The easiest way is to share a file via Dropbox or similar and then share a link. If private, you can direct message me. If not, put the link in this thread. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

Haven't got a DropBox subscription so done it through Google Drive. Let me know if this link works. It should take you to one of my random CR2 files from Monday - https://drive.google.com/file/d/1zNckzWZHwfi9zUT64GokzVawVk8SXj7E/view?usp=sharing

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

It works fine here. I am guessing you have a local preferences problem or a bad GPU driver. 

 

This procedure works for both Lightroom Classic and Lightroom Desktop.

If you are using Lightroom Desktop, it can change your local storage location. Please review this setting after resetting preferences. 

 

Reset Procedure:

1. Close Lightroom.

2. Hold down [Alt/Opt]+[Shift] while restarting Lightroom.

3. Overwrite the Preferences when prompted by the dialog.

4. Close Lightroom.

5. Restart Lightroom.

 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Oct 10, 2023 Oct 10, 2023

Copy link to clipboard

Copied

Odd. Thank you for trying it - definetely a client side issue then. 

I tried following your instructions but was never promted by a dialogue box.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 12, 2023 Oct 12, 2023

Copy link to clipboard

Copied

LATEST

If you downloaded Lightroom Desktop from the Mac App Store please see this post for the solution. https://community.adobe.com/t5/lightroom-ecosystem-cloud-based-bugs/p-installations-from-mac-app-sto... 

 

Thanks!

Rikk Flohr - Customer Advocacy: Adobe Photography Products

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines