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Answered

Why do both Photoshop and Lightroom crash as soon as I open a RAW file?

Forum|Forum|7 years ago
September 11, 2018
4 replies
1069 views

My camera is on the list of supported models for Adobe Camera Raw but both Lightroom and Photoshop crash as soon as I attempt to open a Raw file. I have tried the "repair" option on uninstall to no effect and have also uninstalled those elements of the Creative Cloud and re-installed them. Unfortunately it does not seem possible to delete and re-install ACR. I have sent endless crash reports to Adobe but received no return communication.

This has all only started since upgrading Creative Cloud recently. Help!!

Sarah

crashes

This topic has been closed for replies.

Correct answer D Fosse

Before uninstalling, try to uncheck "use graphics processor" in both ACR and Lightroom Preferences.

A

astrid_s_granAuthor

Participant

I tried uninstalling and reinstalling, but the same problem arose. However, problem was solved by unchecking "use graphics processor" in both Photoshop and Lightroom Classic preferences. I cannot find an uncheck option in Lightroom CC though. Many thanks for the help!

Sarah

gary_sc

Community Expert

HI Astrid,

You'll find it in LR-CCs prefs.

D Fosse

Correct answer

Community Expert

Before uninstalling, try to uncheck "use graphics processor" in both ACR and Lightroom Preferences.

Kanikas

Community Manager

Moving to Adobe Camera Raw

AxelMatt

Community Expert

Without any detailed informations about your environment we can't say anything.

Which operating system do you use?

Which version of Lightroom and Photoshop do you use?

Which type of camera do you use?

What's the error message when PS or LR crashed?

https://forums.adobe.com/people/astrid%27s+gran schrieb
Unfortunately it does not seem possible to delete and re-install ACR.

You can't uninstall ACR separately, because is a part of Photoshop and deeply included in Lightroom. If you would like to reinstall you have to deinstall and reinstall PS and LR completely.

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 8 - PureRAW 5 - Topaz Photo

A

astrid_s_granAuthor

Participant

Hi

Operating system is Windows 10

Versions of Lightroom and Photoshop are the most recently updated

Cameras used are Canon70D and Fujifilm XT20

No error message is given - except to say that the programme has crashed.

AxelMatt

Community Expert

I advise to do a complete reinstallation. This sounds drastic and it does take time and effort, but a clean installation can fix many problems.

For a clean reinstallation follow steps below:

uninstall cc apps (including preferences) -> https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
uninstall the cc desktop app -> https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files with the Adobe Cleaner Tool -> http://www.adobe.com/support/contact/cscleanertool.html
restart your computer (don't skip this!!)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 3 in the linked document)
https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your appropriate cc programs/trials

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 8 - PureRAW 5 - Topaz Photo

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