Canon CR2 Files 'unsupported' by AI Denoise

[Adam32807844guz3]

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. 

[Rikk Flohr: Photography]

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?

[Adam32807844guz3]

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. 

[Rikk Flohr: Photography]

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

[Adam32807844guz3]

Yes that might be an idea. 

Where would I share this with you?

[Rikk Flohr: Photography]

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. 

[Adam32807844guz3]

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

[Rikk Flohr: Photography]

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.

[Adam32807844guz3]

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.

[Rikk Flohr: Photography]

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!