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Jeffrey32543038gaju
Participant
December 12, 2023

P: Crash on startup

  • December 12, 2023
  • 9 replies
  • 1786 views

I recently updated to the latest version of Lightroom after getting the notification that an update was available. After the update was installed, I was working on a RAW photo, creating a mask, when the program crashed. No big deal I initially thought, however now the app crashes almost immediately after launching now.  

I tried going back to the previous version, but that now crashes as well.

 

I've tried reseting preferences (holding down Alt/Shift when starting). That hasn't worked either.

There have been a couple of times where the app stays open despite the error window popping up, so that has allowed me to turn off the GPU in preferences/Perfomance. However, that hasn't worked either.

 

I've seen similar issues with no solution. This is very frustrating.

 

Here is a system info report that I was able to generate:

Lightroom version: 7.0 x64 [ 20230927-2320-8b251c5 ] (Sep 27 2023)
NGL Version: 1.35.0.19
WF Version: 6.0 743769e
VF Version: 1.0.135.7
HIL Version: 40409
CAI Version: adobe_c2pa/0.7.6 c2pa-rs/0.25.2

Operating system: Windows 10
OS Version: Windows 10 Pro (2009)
Application architecture: x64
System architecture: x64
Computer model: BOXX Technologies APEXX S3_06 / 11th Gen Intel(R) Core(TM) i9-11900K @ 3.50GHz
Logical processor count: 16
Processor speed: 3.5 GHz
Built-in memory: 65382.0 MB
Real memory available to Lightroom: 65382.0 MB
Real memory used by Lightroom: 940.7 MB (1.4%)
Virtual memory used by Lightroom: 1865.4 MB
Memory cache size: 3871.9 MB

Internal Camera Raw version: 16.0 [ 1677 ]
Maximum thread count used by Camera Raw: 9
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 0MB / 32691MB (0%)

Displays: 1) 1920x1080, 2) 3840x2160, 3) 3840x2160
System DPI setting: 144 DPI
Desktop composition enabled: Yes
Input types: Multitouch: No, Integrated touch: No, Integrated pen: Yes, External touch: No, External pen: Yes, Keyboard: No

Graphics Processor Info: DirectX: NVIDIA GeForce RTX 3090 (31.0.15.3623) - 24 GB
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: Yes, init: I4_GPU4, hard: success, soft: success, al: Yes, dl: No
OS Media Capability: true

Application Folder: C:\Program Files\Adobe\Adobe Lightroom CC
Settings Folder: C:\Users\jmcro\AppData\Roaming\Adobe\Lightroom CC
Library Folder: C:\Users\jmcro\AppData\Local\Adobe\Lightroom CC\Data

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    9 replies

    A
    AllanGraves
    Inspiring
    December 18, 2023

    @Rikk Flohr: Photography  I'm not quite sure how to apply this workaround.

     

    I am not working on any file - I am just letting lightroom sync in the background.  On many of the crashes, I've had different files open, on others, it's just at the grid "all photos" display.    In fact, I don't think it's ever crashed while I"m working - just when I let it sit and sync.

     

    Can you expound on the workaround a bit more so I can more easily sync photos while waiting for the services fix?  

     

    Thanks!

     

    I also agree with @Jeffrey32543038gaju that services failures really shouldn't crash the client...  

      A
      AllanGraves
      Inspiring
      December 18, 2023

      Thank you so much, Rikk!  Really appreciate all your help here!!!

        Rikk Flohr_Photography
        Community Manager
        Rikk Flohr_PhotographyCommunity Manager
        Community Manager
        December 13, 2023

        @Jeffrey32543038gaju 

        I've spoken to the team and this is the information they've supplied for working around your issue: 

        Previous instances of this particular failure have been due to a corrupted binary. 

        "This can resolved by deleting the binary which was determined to be corrupted; working from the same assumptions here, I would ask the user to do a filesystem search for the name of the `RAW` which they were working on and to confirm that all instances of that file (non-lightroom and lightroom tracked) are not corrupt. If the LR tracked copy is corrupt, delete it, and attempt to re-import."

        Are you able to get the application into a state where you can affect any corrupted file you can locate?

         

        Rikk Flohr: Adobe Photography Org
          Timothy.Spear
          Timothy.Spear
          Inspiring
          December 13, 2023

          @Rikk Flohr: Photography 

           

          True, I totally glazed over that.

          Same point still applies, a local service should not be able to crash the application. It might make it so it errors and is unable to perform some function. But the application should not crash.

           

          Tim

            Rikk Flohr_Photography
            Community Manager
            Rikk Flohr_PhotographyCommunity Manager
            Community Manager
            December 13, 2023

            @Timothy.Spear 

            Not to nitpick, but I said "services" - not "server"...
            There is a big difference!

             

            Rikk Flohr: Adobe Photography Org
              Timothy.Spear
              Timothy.Spear
              Inspiring
              December 13, 2023

              Rikk,

               

              Not to nit pick. But a server crash should not crash LrD. That means LrD is not correctly handling bad data or excepton processing.

               

              Tim

                Rikk Flohr_Photography
                Community Manager
                Rikk Flohr_PhotographyCommunity Manager
                Community Manager
                December 13, 2023

                I've located your Crash Report (finally). It is not a Lightroom Desktop crash but an issue caused by one of our Cloud services. They already have a bug open on this and are working toward a resolution. 

                Thank you for the reports. 

                Rikk Flohr: Adobe Photography Org
                  J
                  Jeffrey32543038gajuAuthor
                  Participant
                  December 12, 2023

                  Just a quick edit, but apprently I sent this through my business account when I meant to send through my personal account where I'm having the issue. So I've sent a handful of crash reports, but they wouldn't show up under the email address from this account.

                  Rikk Flohr_Photography
                  Community Manager
                  Rikk Flohr_PhotographyCommunity Manager
                  Community Manager
                  December 12, 2023

                  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? Microsoft’s? 

                  If you are using a different address, as your message indicates, we need to know what address you used. 

                   

                  Rikk Flohr: Adobe Photography Org
                  J
                  jeffreyc44328617
                  Participant
                  December 12, 2023

                  Hi Rikk,

                   

                  I've logged in to my personal account, so you should see multiple crash reports from the email address associated with this account.

                  A
                  AllanGraves
                  Inspiring
                  December 12, 2023

                  I am on the latest Version 7.0 - 20230927-2320-8b251c5 Build of Lightroom Desktop for Windows.

                   

                  I have more than enough free space in my cloud drive - .5TB.

                   

                  I setup LR to import files, and walk away.  This used to import all files successfully, with no issues, very nicely.

                   

                  Now, about half the time when I come back, the app has crashed, and the online photo library just shows the files with "sync issue" marked.  

                   

                  Please help!

                   

                   

                    A
                    AllanGraves
                    Inspiring
                    December 12, 2023

                    I should add that this appears to be during the cloud sync portion.  The import itself finishes, but the sync runs in the background for several more hours.  

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