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'The file appears to be unsupported or damaged' - in Lightroom Cloud on a new Mac

New Here ,
Sep 01, 2022 Sep 01, 2022

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Hello Everybody,

 

I have a new M1 Mac and after installing Lightroom (cloud-based) the albums are appearing correctly on the left side of the application, but none of the images are showing up. When I click on any of the images it says 'the file appears to be unsupported or damaged'.

 

When I use lightroom.adobe.com, everything is shown perfectly. 

 

Could anybody please help?

 

Thanks,

Bence


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Adobe Employee ,
Sep 01, 2022 Sep 01, 2022

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Hi Bence,

 

Thanks for reaching out. Which version of the application have you installed? Do you have another file with the same filename? Do other applications read the file correctly?

Where are the images located?

Try to move the original file somewhere else. Chances are, the finder will show that some data is unreadable. Select all the items second, right-click -> New Folder with items. Move that folder out, start your Lightroom catalog and point it at the new folder.

(This can work if you can read the file in another application.)

 

Thanks,

Ranjisha

 

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New Here ,
Sep 01, 2022 Sep 01, 2022

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Hi Ranjisha,

 

I have version 5.5. The files were on an SD card, I moved to the SSD, but the problem remained.

One strange thing I noticed, is that the file sizes are too small, all of them 279 bytes.

 

 

 

Kind Regards,

Bence

 

 

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New Here ,
Sep 07, 2022 Sep 07, 2022

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Hello Ranjisha, 

 

Could you please help?

 

Thanks,

Bence

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Adobe Employee ,
Sep 07, 2022 Sep 07, 2022

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Hi Bence, sorry for the delay in response, and thanks for sharing the details.

Can you please give Full Disk Access to Lightroom CC and see if it helps? Steps: https://community.adobe.com/t5/lightroom-classic-discussions/quick-tips-how-to-give-full-disk-access....

Let us know how it goes.

 

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New Here ,
Sep 08, 2022 Sep 08, 2022

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Hi Ranjisha,

 

Thanks for the response!

After giving full disk access to Lightroom CC the problem still remained. 

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Adobe Employee ,
Sep 09, 2022 Sep 09, 2022

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In that case, you can try resetting Lightroom's preferences using the steps mentioned here: https://adobe.ly/2JSym5e.

Please back up your presets prior to resetting the preferences. Let us know how it goes. 

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New Here ,
Sep 14, 2022 Sep 14, 2022

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Unfortunately, it did not help. 

I have uploaded my logs, not sure if it helps - AdobeLogs_20220914_223528_801-mac-GS.zxp

 

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New Here ,
Sep 22, 2022 Sep 22, 2022

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could somebody please help what next step I should try?

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New Here ,
Sep 29, 2022 Sep 29, 2022

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Hello, 

 

Can somebody please help? The last response is from 20 days ago

 

Bence

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Adobe Employee ,
Sep 29, 2022 Sep 29, 2022

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Would you mind sharing the file with us so that we can check it on our end?

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New Here ,
Sep 30, 2022 Sep 30, 2022

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LATEST

Ranjisha,

 

The log collector says that it uploads automatically to Adobe the logs.

 

I have uploaded it one more time :

----

Dear User,

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20220930_095021_237-mac-GS.zxp

Please use the above filename as a reference when contacting Adobe Customer Care.

Thank you,

 

The Log Collector Tool team

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