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P: Desktop: Sliders have no effect on editing photo

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Community Beginner ,
Nov 01, 2020 Nov 01, 2020

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In the edit panel, adjusting any of the sliders on the right has no impact on changing the image. This occurs when editing CR3 Raw images from a Canon R5. I've tried re-installing, enabling/disabling hardware acceleration, enabling/disabling local cache of image and previews. This is on Windows 10.  GPU is a 2080 Ti. Any ideas? 
 
https://share.icloud.com/photos/0L2_3oMFZ46lXV3odbdSu4dQg

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Adobe Employee , Dec 08, 2020 Dec 08, 2020

Greetings,

Updates to the Adobe Photography Products were released yesterday and include a fix for this issue. Please install the December update, restart your system and verify that you are no longer experiencing the issue.

Thank you for your assistance in reporting, providing additional information and, most of all, for your patience.

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Adobe Employee ,
Nov 01, 2020 Nov 01, 2020

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Try this:

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

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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@Rikk Thank you for your help, but that made no difference.

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Adobe Employee ,
Nov 02, 2020 Nov 02, 2020

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Can you record a quick screen video of what you are seeing and post a link here so we can review what happens?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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Please see the link posted in my original post, which contains a video. Thank you

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Adobe Employee ,
Nov 02, 2020 Nov 02, 2020

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I am sorry. I missed that.  Following your step, I am not able to duplicate what you are seeing. I am recommending a clean install to rule out a bad install. 

Clean Lightroom Install Procedure

  1. Close Lightroom
  2. Restart the computer
  3. Use the Adobe Creative Cloud App to uninstall Lightroom
  4. Restart the computer
  5. Install Lightroom via the Creative Cloud App without launching any other programs.
  6. Restart the computer
  7. Launch Lightroom
  8. Wait 5 minutes

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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Hi Rik, I did the above, including restarting 3 times and waiting 5 minutes--and the problem still appears. This is after a fresh install of Windows 10 updated to the latest software (I reformatted to try to fix this problem). See the attached image. Now, CR3 images from the R5 do not thumbnail.

 

 

Screenshot20201102100200-f0fd68b1-53ae-451e-868a-c65002185437-967448632.jpg

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Adobe Employee ,
Nov 02, 2020 Nov 02, 2020

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Please go to Help>System Info… and get us the exact installed version number of your software. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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4.0 ... 2020 1007-0818-b2c04b4 Build

Screenshot20201102123012-04f1f471-c340-472b-89d6-4c3c392b36d6-836439542.jpg

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Adobe Employee ,
Nov 02, 2020 Nov 02, 2020

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Is your video driver the latest nVidia has to offer?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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Yes it is. 457.09 WHQL. I have tried older drivers as well.

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Adobe Employee ,
Nov 02, 2020 Nov 02, 2020

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Can you share a file with me that exhibits the issue?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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Adobe Employee ,
Nov 02, 2020 Nov 02, 2020

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The file edits without any issues on my end. (10.15.7) which leads me to believe the issue is system-specific. I know you attempted a reinstall but could you follow this procudure:

Clean Lightroom Install Procedure

Close Lightroom

Restart the computer

Use the Adobe Creative Cloud App to uninstall Lightroom

Restart the computer

Install Lightroom via the Creative Cloud App without launching any other programs.

Restart the computer

Launch Lightroom

Wait 5 minutes

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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Just a reminder that I am using windows 10 oct. update. I did the above with no change. I can edit successfully on Mac, iOS, and Android. Not Windows.

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Adobe Employee ,
Nov 02, 2020 Nov 02, 2020

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I can edit fine in Windows and Mac

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 03, 2020 Nov 03, 2020

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I made some progress in identifying the cause of this bug, which it is. It only occurs when "Store a copy of all smart previews locally" is checked. When I uncheck this box and delete the photo cache, CR3 files are rendered properly. 

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Adobe Employee ,
Nov 03, 2020 Nov 03, 2020

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I can edit the file regardless of how the option is set.  Since deleting the Cache have you attempted to recheck the box?

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 03, 2020 Nov 03, 2020

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Yes, and re-checking breaks it again. Maybe it has something to do w/ server-side vs client-side rendering of the CR3 RAW image. But, it's a bug.

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Adobe Employee ,
Nov 03, 2020 Nov 03, 2020

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Let's do this.

  1. Restart Lightroom
  2. Get in the 'cant't edit state' 
  3. Attempt a couple of edits
  4. Create a diagnostic log for us to review

For LrDesktop

Go to Preferences

Account Section

Hold down the [Opt/Alt] key to make [Diagnostic Log] button appear.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 03, 2020 Nov 03, 2020

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Done. Can you let me know where to securely submit the diagnostic log?

I can confirm this issue occurs when either store smart previews locally, or store original files locally is checked. Both must be disabled for my lightroom to work and edit CR3 images from a Canon R5. All other images can be edited without issue. This only affects these images.

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Adobe Employee ,
Nov 03, 2020 Nov 03, 2020

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Received log and have forwarded to the team. 

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Nov 04, 2020 Nov 04, 2020

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Thanks. Another update. When local storage for smart previews and originals is disabled, I am able to edit the RAW photo successfully (EOS R5 CR3 file). However I am unable to render ANY of these files to JPG. See attachment. 

Screenshot20201104102352-a7f8e7a7-7c75-41c2-8477-c24c63c46ada-1891663062.jpg

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Adobe Employee ,
Nov 05, 2020 Nov 05, 2020

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Reply from Engineering: 

Can you have the customer try to do the following:

  • Leave Store Smart Previews Locally checked
  • Quit LrD
  • Remove the previews folder that is next to the Managed Catalog.mcat file. (This step ensures there are no smart previews on next launch)
  • Launch LrD
  • Quit immediately after reproducing the issue
  • Send us a zip file containing the bad image and the entire zipped previews folder. (We will have up to a couple dozen depending on how many were synced before reproducing the issue)
Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Dec 08, 2020 Dec 08, 2020

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Greetings,

Updates to the Adobe Photography Products were released yesterday and include a fix for this issue. Please install the December update, restart your system and verify that you are no longer experiencing the issue.

Thank you for your assistance in reporting, providing additional information and, most of all, for your patience.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Community Beginner ,
Dec 08, 2020 Dec 08, 2020

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I gave up and sold my PC and bought a Mac last month. It's clear the Windows version of Lightroom CC does not receive the same attention as the Mac version. I am now running CC 4.1 on an M1 processor and it is a noticeably different experience. Thank you anyway for your help

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