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Joe22295858b96s
Participant
April 12, 2022

P: Crash (11.3) - Launch/Open Catalog - faulting module: substrate.dll : 411196 (Windows)

  • April 12, 2022
  • 140 replies
  • 16706 views

After updating LR today from the Cloud app on my PC it now fails with an error every time I open it. I have tried updating graphic card drivers, uninstalled and reinstalled LR itself but the problem persists. Was working fine yesterday. It is now unusable as the error occurs on starting up the software. Have sent crash reports via the error popup. Urgent help requested!

    This topic has been closed for replies.

    140 replies

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    dliebowitz
    Participant
    April 15, 2022

    I encountered identical problem described by Joe22295858b96s.  I updated LR Classic to Ver 11.3 and then every time I tried to open LR Classic I rec'd an error message telling me an error had been encountered and LR would have to close. I downgraded back to LR ver 11.2 and that seems to have resolved the problem. I did submit a crash report to Adobe. btw, I did upate my graphics card driver - that did not resolve the issue

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    scopen24
    Known Participant
    April 15, 2022
    The problem was with Adobe's new 11.3. I called Adobe and Adobe fixed it.
    This error was on Adobe, not MS nor Apple nor OS.

    The fact that you can't find the crash dialog report proves my point.
    Adobe couldn't connect to my new installation because Adobe didn't
    recognize my subscription after the new 11.3 installation. But when Adobe
    showed me how to reinstalled older versions, then LRC opened.

    I see Apple users having the same problem. Apple has a more stable system
    but still, some people had problems with 11.3.

    I hope that clears things up.
    SC
    Rikk Flohr_Photography
    Community Manager
    Rikk Flohr_PhotographyCommunity Manager
    April 15, 2022

    @scopen24 

    Referencing "the ability to locate crash reports", I can tell you the top reasons why we are unable to find them:

     

    1.  The crash was OS level and the crash dialog was from MS or Apple and not Adobe
    2.  The email address was left out of Adobe's Crash Dialog
    3.  The email address used in the Adobe Crash Dialog was not either the Adobe ID you use to sign in on the forum or the Adobe ID associated with your subscription. In that case we have no idea where to look.
    4.  The app didn't crash but rather was in a hanging state and you've force quit it via the OS. 

      If these do not apply the best course of action is to post a screenshot showing the email address typed in immediately prior to having hit the Submit button. Then we can research it with the Crash Reporter team. 

     

    I hope that helps. 

    Rikk Flohr: Adobe Photography Org
      S
      scopen24
      Known Participant
      April 15, 2022
      When LRC crashes and I have to fix it, it’s like open heart surgery or kidney transplant. I don’t know why you don’t see any crash reports. It put me through 8 hrs of hell.
      Adobe definitely has problems with who has accounts. Help line couldn’t figure out my account for hours until I gave serial numbers before they found it. I’ve been paying monthly for more than ten years yet they couldn’t find my account. Pitiful.

      SC
      J
      jasander77
      Known Participant
      April 15, 2022

      @Rikk Flohr: Photography private message sent

      Rikk Flohr_Photography
      Community Manager
      Rikk Flohr_PhotographyCommunity Manager
      April 15, 2022

      @jasander77 

      This crash is Windows only. I recommend your upgrading to 11.3 and if you can reproduce the crash then start a new thread with your system specific information. 

      We’ve reviewed the email address you use with this forum and find no crash reports in our system.

       

      Did you see a crash dialog?

      Do you use a different email address when filling out the crash report?

      Was the crash dialog Adobe’s? Apple’s?

       

      Rikk Flohr: Adobe Photography Org
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      MicW1
      Participant
      April 15, 2022

      Thank you, reinstalling the last versiopn helped, now it's working fine again - of course this is no finally solution, but a workaround for now.

      Thank you! 

      J
      jasander77
      Known Participant
      April 15, 2022

      Clarifying my situation a little more after seeing how it's affecting others. Looks like I'm still the only one using a Mac ... as it seems everyone else is on a Windows environment? Perhaps I'm the only user out there on a Mac Studio M1 Max (10 core)?

       

      I have not tried upgrading to 11.3 ... still using 11.1 after downgrading from 11.2. I am a fulltime photographer ... I use LRC and Photoshop for several hours a day, every single day. I generally do not shut my machine down or close lightroom until I start exeriencing issues, notice high memory allocation by LRC and Photoshop and/or accidental CMD/Q. I generally receive a crash notification everytime I restart the program or start fresh from a reboot. However, a reattempt to open generally works and things are fine ... as far as I know. I will occasionally receive a second crash notification, but is rare. 

      S
      scopen24
      Known Participant
      April 15, 2022
      It took me 8 hrs to fix same problem. I actually talked to nice lady in india that showed me what to do with remote connection. Had to reinstall older version through adobe creative cloud app. Three dots on right give a choice of versions. It’s really hard to find anyone that knew what to do or spoke English well enough to understand. Chatted first to 3 people, that didn’t work. Then started calling. Really hard to find phone number, hiding under many layers of menus. 800-833-6687.

      Good luck,
      SC
      M
      MicW1
      Participant
      April 15, 2022

      Lightroom Classic stürzt seit neustem bei jedem Start ab! Dies scheint durch das letzte Lightroom Classic Update verursacht.

      Neustart, etc. natürlich alles probiert - hat nichts geholfen.

      Ranjisha Sengupta
      Ranjisha Sengupta
      Legend
      April 15, 2022

      Hi there,

       

      Sorry about the trouble. Thanks for highlighting this. We're here to help.

      There are a few users who reported something similar. Would you mind sharing the crash report with us? Which version of Windows are you using?

      The team is Investigetting this bug; while the team evaluates the crash and advises on a workaround, you may revert to 11.2 via the Adobe Creative Cloud Application. 

       

      {Merging this thread with the primary thread}

      Regards,

      Ranjisha

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