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Unable to import video with LR CC 2015.10, or play videos previously import with LR CC 2014

New Here ,
May 09, 2017 May 09, 2017

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Since installing Lightroom CC 2015.10 I've ad more problems than solutions.

Now I can't import new videos, I get an error:

An unknown error occurred while reading the video file, connecting to dynamic link server failed (1)

   GORP3456.MP4

I also can't play previously imported videos.

How do I contact Adobe support directly?

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Adobe Employee ,
May 09, 2017 May 09, 2017

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Hi SherwininAustin,

Might try uninstalling and reinstalling the QuickTime from your machine also, you can refer the below discussion.

Import Error: Connecting to Dynamic Link Server Failed

Let us know if that helps.

Regards,

Mohit

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New Here ,
May 10, 2017 May 10, 2017

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Mohit, thanks for your input, but I don't understand what QuickTIme would have to do with importing and playing a video file in Lightroom.  I briefly looked at the discussion you mentioned, and not sure if it really helped that person  Also, their problem was before LR CC 2015.10 became available.  My system worked fine until I installed this latest version yesterday.

Any idea how to contact Adobe directly?

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Adobe Employee ,
May 10, 2017 May 10, 2017

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You can contact the support team via support link also, you may try and rename the dynamiclinkmediaserver folder and check if that helps.

Windows: documents >adobe >dynamic link

Regards,

Mohit

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New Here ,
May 10, 2017 May 10, 2017

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Well I renamed the folder as you suggested.  (added OLD to the folder name).  When trying to play a previously imported video, it wouldn't even display the play bar that appears when you are in Loupe view mode. 

When trying to import, the same error still occurs.

Upon inspection of this folder there are three subfolders labeled respectively 6.0, 7.0, and 10.0 all of which appear to be empty.

Any other thoughts?

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New Here ,
May 16, 2017 May 16, 2017

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Hi Mohit, I haven't heard back from you.  Any ideas of what else to try or how to report this issue to Adobe?

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New Here ,
May 16, 2017 May 16, 2017

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Hi Mohit, I haven't heard back from you.  Any ideas of what else to try or how to report this issue to Adobe?

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Adobe Employee ,
May 17, 2017 May 17, 2017

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Hi Sherwin_in_Austin,

You can contact the support team and they should remote in your machine and check the problem also apply all possible fix to the issue.

Regards,

Mohit

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New Here ,
May 17, 2017 May 17, 2017

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How would I do that, there's no phone number listed for Lightroom support.  If there was I would have tried that last week.

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