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tomk3719107
tomk3719107
Inspiring
August 10, 2018
Answered

Lightroom Classic CC Crashes constantly at startup

  • August 10, 2018
  • 4 replies
  • 9422 views

Whilst importing images yesterday LR crashed.  When I restarted it, it crashed again before it finished loading - crash dialogue on top of the splash screen.  It now does this every time - Game Over.  This is the dump data:

<crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Lightroom Classic" applicationVersion="7.4" build="[1176617]">

<time year="2018" month="8" day="10" hour="16" minute="31" second="26"/>

<user guid="6f6fe6a7-2a31-4214-8cc7-6539a0a60393"/>

<system platform="Windows 7 Ultimate" osversion="6.1" osbuild="7601" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="16327" machine="Intel(R) Core(TM) i5-4690K CPU @ 3.50GHz" model="Intel64 Family 6 Model 60 Stepping 3" cpuCount="4" cpuType="8664" cpuFreq="3570 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x000007FEDFD2B32F">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x000007FEDFD2B32F" symbolname="unknown"/>

<stackStatement index="1" address="0x000007FEDFD2B49C" symbolname="unknown"/>

<stackStatement index="2" address="0x000007FEDFD2870C" symbolname="unknown"/>

<stackStatement index="3" address="0x000007FEDFD28C75" symbolname="unknown"/>

<stackStatement index="4" address="0x000007FEDFD29406" symbolname="unknown"/>

<stackStatement index="5" address="0x000007FEDFD2BD6F" symbolname="GetNGLDeviceIdentifierForOSUser"/>

<stackStatement index="6" address="0x000007FEE240DA3E" symbolname="IMS_storeDeviceTokenAndUserProfileEx"/>

<stackStatement index="7" address="0x000007FEE240A5E8" symbolname="IMS_storeDeviceTokenAndUserProfileEx"/>

<stackStatement index="8" address="0x000007FEE2415B31" symbolname="IMS_storeDeviceTokenAndUserProfileEx"/>

<stackStatement index="9" address="0x000007FEE2400B0F" symbolname="IMS_fetchAccessToken"/>

<stackStatement index="10" address="0x00000001401210A0" symbolname="registerAgCreativeCloudUtils"/>

<stackStatement index="11" address="0x000007FEE81F35AC" symbolname="lua_getstack"/>

<stackStatement index="12" address="0x000007FEE82121BA" symbolname="luaopen_table"/>

<stackStatement index="13" address="0x000007FEE81F4361" symbolname="lua_resume"/>

<stackStatement index="14" address="0x000007FEE8225CD2" symbolname="AgThrowProgramError"/>

<stackStatement index="15" address="0x000007FEE81F440E" symbolname="lua_resume"/>

<stackStatement index="16" address="0x000007FEE81E8223" symbolname="luaopen_base"/>

<stackStatement index="17" address="0x000007FEE81F35AC" symbolname="lua_getstack"/>

<stackStatement index="18" address="0x000007FEE8212157" symbolname="luaopen_table"/>

<stackStatement index="19" address="0x000007FEE81F4361" symbolname="lua_resume"/>

<stackStatement index="20" address="0x000007FEE81E3A86" symbolname="lua_call"/>

<stackStatement index="21" address="0x0000000140125F85" symbolname="GetAppInstance"/>

<stackStatement index="22" address="0x000007FEE7A4AF50" symbolname="unknown"/>

<stackStatement index="23" address="0x000000014011F223" symbolname="AgViewWin32Window::`default constructor closure&#39;"/>

<stackStatement index="24" address="0x0000000077AC59CD" symbolname="BaseThreadInitThunk"/>

<stackStatement index="25" address="0x0000000077BFA561" symbolname="RtlUserThreadStart"/>

So far, I've tried all the following, but with no luck:

- Uninstalled and re-installed LR

- Forced GPU acceleration off by setting useAutoBahn = false in  "Lightroom Classic CC Preferences.agprefs"

- Booted Windows into Safe Mode before running app

- Tried opening multiple catalogs

- Created a new catalog

I then tried running LR from another account on the computer - and this works!  Both accounts have admin privileges.

But - this is NOT a suitable solution since I have lots of files under the original user account (from which I've been running LR for 5 years or more!).

I'm guessing that it's something going wrong in "GetNGLDeviceIdentifierForOSUser".

HELP!!!

      This topic has been closed for replies.
      Correct answer tomk3719107

      If you google for adobe support phone, google will tell you the phone number. You can also online chat with support folks through the creative.adobe.com site (click support-contact adobe and run through the questions - select Lightroom and licensing and activation (that's what this problem looks like!) and it should show you a chat and a phone button). The crash might actually point to a problem communicating with the Adobe servers or some issue with your creative cloud account and they might be able to help with that.


      Well, I've got it going - but it's kludge...

      I ran Lightroom.exe under the Windows debugger and noticed that the exception is being thrown from a method in IMSHELPER.DLL.  So, I found that DLL on disk (actually 2 copies) and temporarily renamed them - just to see if I was on the right track.  I expected LR to fail with a missing DLL error and then I'd go hunting for alternative versions.  But, the strange thing is, LR loaded just fine without it!  It seems to be working OK, including being logged on under the correct CC account.

      All very odd...

      4 replies

      G
      Gerry_Tye
      Participant
      December 19, 2018

      I had similar when LR went to the login screen and I entered the details which were accepted. Then the screen just went white blank and hung. Clicking the x on the window just shut the program down.

      Solution to the problem, thanks to all above is a simple effect

      1: Hold the Control Key down and initiate LR

      2: select the catalogue and tick Test Intergrity

      LR Loads up fine after that - It did ask for another backup on closing which I did. Retested and it loaded fine...

      Hope this helps

        L
        lambert_h
        Known Participant
        December 20, 2018

        Thanks for the tip. As it happens I got things going again (this time) by

        reverting to version 8.0 and then letting it update again to 8.1. That

        approach did NOT work the time before this, but for now all is well. Doing

        daily catalogue backups now.

        I hope this is the last time I go through the trauma of losing all my

        Lightroom edits on one fell swoop, however temporarilily. ON1 might be in

        my future.

          L
          lambert_h
          Known Participant
          December 2, 2018

          [Solved] or at least it worked for me...

          I had similar problems twice recently with Lightroom. The first time was shortly after the upgrade to version 8.0, September? October 2018?  The symptoms were simple: start Lightroom, and within 60 seconds, crash report dialog.

          I tried various ways to fix this, the details of which I forget, but in the end, I got out of the problem by doing a Windows system restore. I was fortunate enough to have a restore point that was just a few days old. After that all was fine.

          The second time I had this problem was last night. Suddenly Lightroom was very slow to load and then started crashing again. So I took a different approach.

          My suspicion was that there was something wrong with the catalogue itself. I therefore deleted the catalogue file (SomeName.rlcat), and the two files that Lightroom creates named after the catalogue file:

                          SomeName.rlcat.lock

                          SomeName.rlcat-wal

          And the folders

                          SomeName Helper.lrdata

                          SomeName Previews.lrdata

          Then I restored the catalogue file SomeName.rlcat from my last backup and restarted Lightroom. That solved the problem, at the cost of throwing away the image previews.

          Thankfully I have Lightroom set up to do a catalogue backup every day.

          Hope this helps someone else.

          tomk3719107
          tomk3719107Author
          Inspiring
          August 12, 2018

          Really at my wits end now.  I just did this:

          - Removed all Adobe products - using the CC Cleaner Tool

          - Removed all Adobe entries in Program Files, Program Files(x86) and ProgramData

          - Searched registry for any keys with "Adobe" in them and deleted them

          - Created a trial account in Adobe Creative Cloud

          - Created a new admin account on the PC

          - Rebooted PC

          - Logged in as new account on the PC

          - Installed Creative Cloud Desktop app

          - Logged in as the trial account on Creative Cloud app

          - Used that to install LR

          - Run LR - crash on startup, as per OP.

          I'm really pretty much out of options short of an OS re-install which would be hugely disruptive and surely not a reasonable response to an Adobe app problem?

          Can anyone help please?  I'm totally lost without LR.

            J
            Community Expert
            Jao vdLCommunity Expert
            Community Expert
            August 12, 2018

            What else do you have installed in this pc? This is certainly completely

            out if the ordinary. Indeed only thing I have left over to advice is to

            reinstall the operating system but that is indeed a giant pain.

            On Sun, Aug 12, 2018 at 5:11 AM tomk3719107 <forums_noreply@adobe.com>

            tomk3719107
            tomk3719107Author
            Inspiring
            August 12, 2018

            Thank you for your response.  Even it's only moral support it's nice to know someone's there

            Curiously, I fired up Adobe in my original account but with the PC disconnected from the internet.  LR ran fine under the trial licence.  I then connected to the internet, logged in with my account and then without doing anything with it, the running LR then promptly crashed.

            Is there any way I could contact Adobe for help directly?  Or are these community forums the only option?

            Sahil.Chawla
            Adobe Employee
            Sahil.Chawla
            Adobe Employee
            August 10, 2018

            Hi Tomk,

            We're sorry to hear about Lightroom crashing, as Lightroom works find on the other account the issue might be related to permissions.

            Could you please try the steps mentioned on this article and let us know how it goes? Solutions to Adobe Lightroom Lightroom user permission issues on launch

            Regards,
            Sahil

            tomk3719107
            tomk3719107Author
            Inspiring
            August 10, 2018

            Thank you for replying Sahil.  That link you provided is for Mac, but I'm running Windows.  I did in any case force all the files in AppData to be readable, but it didn't work.  Any more ideas?

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