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Adam32807844guz3
Participating Frequently
October 10, 2023
Question

Canon CR2 Files 'unsupported' by AI Denoise

  • October 10, 2023
  • 2 replies
  • 1395 views

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. 

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    2 replies

    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 12, 2023

    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-store-fail-on-some-operations/idi-p/14144638#U14144638 

     

    Thanks!

    Rikk Flohr: Adobe Photography Org
    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 10, 2023

    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: Adobe Photography Org
    A
    Adam32807844guz3Author
    Participating Frequently
    October 10, 2023

    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
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    October 10, 2023

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

    Rikk Flohr: Adobe Photography Org
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