Can't Import Video

Harmony Harmony Support and Troubleshooting
1

I’m using a student license of Harmony 17 on Windows 10. I can’t import video. I’ve imported video various times before at school and work but it doesn’t work on the harmony license I have at home. When I try to import the .mov nothing happens at all. I find the file and click open but the dialog box shown here: https://docs.toonboom.com/help/harmony-17/premium/import/import-quicktime-movie.html?Highlight=import%20video doesn’t show up.

Things I have tried:

  • uninstalling and reinstalling both Quicktime and Harmony
  • converting the .movs to other formats
  • reinstalling Windows updates

Other info:

  • this happens with all video files
  • I can import audio and images fine
  • I was using Harmony 16 until today, when I uninstalled it and reinstalled 17 in an attempt to fix the issue

Any help appreciated! Thank you.

2

To go further into detail; you can navigate and find the video file, but when you click “import” nothing happens. Like, nothing. No import options dialogue, not even a spinning wheel or busy signal from computer. It just pops back into the stage view like nothing happened

3

Having the same issue with my students here for both mov and mp4. We’re on school run machines, however, so we can’t do the “repair” option easily without having a lab admin (and for each lab computer)

Is there a better workaround for this?

4

When you remove QuickTime did you restart the machine before installation?

Email me at desk@toonboom.com I will be glad to work with you on this issue.

Best Regards,

Edgar
Technical Support Specialist
Toon Boom Animation

5

I was about to uninstall and reinstall Quicktime again, since I can’t remember if I tried restarting in between last time. I noticed the repair option and tried it this time, importing video now works. Thanks Edgar!

The Quicktime options as seen on Windows 10:

https://imgur.com/a/Z6nVtU9

6

Fun fact; this issue came up again, did a google search, found the forum post where I posted the same issue LAST semester.

Any help on this from support??

7

I forgot about this thread, but in case anyone else has this issue:
Not help from Toon Boom support. :joy: The IT team at the studio I was working at told me to reinstall quicktime 7 and that resolved the issue. They did end up having to send me a clean Quicktime download though, which I don’t have anymore. The one from Apple’s website didn’t work for me. Unfortunately I no longer have this file.