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Make sure your Lightroom is updated and that you are running the cc version and not the old 5.7 version which a lot of people seem to do even when they have a cc subscription. It needs to be at least v 2015.5 to recognize D500 files.
I cannot seem to get Lightroom CC to recognize RAW files from my new D500 XQD card. I have an XQD card reader, and the images look good on the camera, but downloading them is a no-go. I can seem them on Apple Photo. I am running El Capitan 10.11.5. Not really sure if I need to update something or if the current OSX and Lightroom have not caught up with each other. Anyone else having the issue?
Are you getting any error messages?? If so what are they?
Can you copy them using Finder to your HD and import from there??
As Jao said check the version under Help>System Info and the first line... what does it say??
Next time please start your own thread as the one you posted in was for a different topic.. thanks.