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Henry285327161tjo
Known Participant
September 28, 2023
Question

LRC Crash on import Windows 11

  • September 28, 2023
  • 6 replies
  • 2002 views

This happen around 16th of Sep 2023, having trouble exporting photos and then after just doing the windows update and checking drivers updating that importing photos into LRC started crashing.

Currently my computer is brand new only 4 months old and use LRC weekly 
Windows 11
i9
64gb ram
2tb c (where the app is installed)
4tb d (where the raw photo is stored)
4080RTX gpu
LRC 12.4 (also updated recently the 12.5 still same issue)

So its not really lacking anything 
I tried to play AAA games with full spec and all goods no problems and even went to computer store to stress test CPU, RAM, GPU all clear

Also did all the basic trouble shooting from uninstall and reinstal LRC and even fresh Windows 11 and formated my whole C drive. It work for abit but crashes on "fetching intinal preview" (currently avoided any windows update but did it anyways

Got a adobe customer support agent they updated the GPU and now back to where i'm started. Currently was on remote access and some reason they just disconnect on me ? and now left on "our next available representative will assist you as soon as possible" on the remote app

Currently 1.5 week not be able to use LRC please help 

    This topic has been closed for replies.

    6 replies

    GoldingD
    GoldingD
    Legend
    October 31, 2023
    Also did all the basic trouble shooting f

    1. Did that include in LrC /preferences/performance/ turning off use of the GPU? (Despite the GPU being very very new and up to date.)

     

    2. Did that include working with a new catalog?

     

    3. Did that include exporting to a different hard drive?

     

     

    H
    Henry285327161tjoAuthor
    Known Participant
    November 1, 2023

    Was even with 10 different agents now and non can figure it out (doing the exact same trouble shooting all over again)

    GoldingD
    GoldingD
    Legend
    October 1, 2023
    quote

    This happen around 16th of Sep 2023, having trouble exporting photos and then after just doing the windows update and checking drivers updating that importing photos into LRC started
    Also did all the basic trouble shooting from uninstall and reinstal LRC and even fresh Windows 11 and formated my whole C drive. It work for abit but crashes on "fetching intinal preview" 


    By @Henry285327161tjo

     

    Two things, and can you respond?

     

    1. System Info as LrC reports it.

     

    Please post your System Information as Lightroom Classic (LrC) reports it. In LrC click on Help, then System Info, then Copy. Paste that information into a reply. Please present all information from first line down to and including Plug-in Info. Info after Plug-in info can be cut as that is just so much dead space to us non-Techs.

     

    2. Some general inquiries as follows (due to recent post by another member)

     

    • What Antivirus and could it be getting in the way? Test by temporarily disabling. Might need a bypass/exclusion for LrC.
    • Any VPN running, what one, and is it getting in the way. Might need to temporally disable to test. Might need a bypass for LrC.

     

    P.S. any reporting in System Info that you have Windows 10 instead of 11 is a known annoyance either in WIN or LrC, that effects nothing other than irritating customers.

    H
    Henry285327161tjoAuthor
    Known Participant
    October 2, 2023

    1. Simlar to Makayla
    2. Because of that i went to my computer store to get them to reinstall windows 11 and wipe my C drive incase there was a curipted file, virus, software, plugins that may cause the issue or blocking. Which made no difference. Even did a hardware stress test CPU and GPU, checking the healthy of the SSD. All came back clear (hardware wise) 

    3. Feel like its windows 11 causing this which i did ask for windows 10 but was recomened my computer built for windows 11 or else hardware features would be wasted on using windows 10 

    M
    Makayla30514651xurg
    Participant
    September 30, 2023

    I'm in a very simalr boat, all drivers updated. tried new and older versions of lightroom still crashes on "fetching previews".

    I use LRC everyday for my bussiness. it was fine a few days ago and out of no where its gone down the drain. All other adobe apps work fine along with any other aplication I try and use. 

     

    I-5 12600k

    RTX-3080

    32gb Ram

    windows 11

     

    Lightroom Classic version: 12.5 [ 202308091523-68a7abd6 ]
    License: Creative Cloud
    Language setting: en
    Operating system: Windows 10 - Home Premium Edition
    Version: 10.0.22621
    Application architecture: x64
    System architecture: x64
    Logical processor count: 16
    Processor speed: 3.6GHz
    SqLite Version: 3.36.0
    CPU Utilisation: 0.0%
    Built-in memory: 32549.4 MB
    Dedicated GPU memory used by Lightroom: 33.6MB / 10067.0MB (0%)
    Real memory available to Lightroom: 32549.4 MB
    Real memory used by Lightroom: 1246.9 MB (3.8%)
    Virtual memory used by Lightroom: 1572.4 MB
    GDI objects count: 784
    USER objects count: 2695
    Process handles count: 2496
    Memory cache size: 312.0MB
    Internal Camera Raw version: 15.5 [ 1595 ]
    Maximum thread count used by Camera Raw: 5
    Camera Raw SIMD optimization: SSE2,AVX,AVX2
    Camera Raw virtual memory: 105MB / 16274MB (0%)
    Camera Raw real memory: 106MB / 32549MB (0%)
    System DPI setting: 96 DPI
    Desktop composition enabled: Yes
    Standard Preview Size: 2560 pixels
    Displays: 1) 1920x1080, 2) 2560x1440, 3) 1920x1080
    Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

    Graphics Processor Info:
    DirectX: NVIDIA GeForce RTX 3080 (31.0.15.3742)
    Init State: GPU for Export supported by default
    User Preference: Auto

    Application folder: C:\Program Files\Adobe\Adobe Lightroom Classic
    Library Path: C:\Users\Noah\Pictures\Lightroom\Lightroom Catalog.lrcat
    Settings Folder: C:\Users\Noah\AppData\Roaming\Adobe\Lightroom

      dj_paige
      dj_paige
      Legend
      September 30, 2023

      @Makayla30514651xurg

      this is far too vague of a problem description, and it belongs in a brand new thread (not this thread), where you explain your problem in detail. People (including me) will be happy to do their best to help you in a new thread. I will not try to address your problem here in this thread, as it gets too confusing who is saying what to whom about which problem.

      M
      Makayla30514651xurg
      Participant
      October 1, 2023

      Yeah it says "Windows 10 - Home Premium Edition". then if I go into my actal pc system it says windows 11 and I even went to update to windows 11 just to make sure and it tells me I already have it. So not sure what that is about.

      GoldingD
      GoldingD
      Legend
      September 28, 2023

      What is the make and model of this new computer?

      Have you visited the computer manufacturers support pages for drivers and diagnostics?

      Did the computer come with an App to check for driver updates (chip set,Ethernet, wifi, sound, etc)

      H
      Henry285327161tjoAuthor
      Known Participant
      October 2, 2023

      Yes after doing windows update 
      Downloaded GPU from website the drivers from Geforce
      and also Armoury Crate 

      So all drives that i can find are all updated including LRC


      I feel like its windows update that caused this as it was working fine for the 4 month i had this computer working with flying colours uploading 2000 photos avg

      now barely 100 

      Not really worth if was suggested to upload batch by batch (not really how it was attened 

       

      GoldingD
      GoldingD
      Legend
      October 31, 2023

      "and also Armoury Crate "

       

      Yes, on my ASUS MB, the Armoury Crate showed a Chip Set update, and that update allowed my new MB to work with LrC, (lots of crashes). So, yep, you took care of that one.

      dj_paige
      dj_paige
      Legend
      September 28, 2023

      Tell us more about the crash. Is there an error message? If so, please give us the complete unedited word-for-word error message. Is it just LrC that  crashes and the rest of the computer runs fine, or is it the entire computer that crashes and you need to re-start?

      H
      Henry285327161tjoAuthor
      Known Participant
      October 2, 2023

      Here are two error codes 
      A error code during 2.14
      and a error code after 2.15 and after all the basic and troubleshooting including the help of computer store help reinstalling windows, wiping type c, agents from adobe 

      H
      Henry285327161tjoAuthor
      Known Participant
      October 31, 2023

      @dj_paige 
      During the upload stage when dragging the photos into lightroom and then you click import

      The moment you click import there are two loading bars on the top right showing the progess of the importing 
      (also i'm watching the taskmanager) 

      At a random point (photos more then 500+) lightroom pops up saying it has crashed 
      (taskmanager just shows 100% and then goes straight to 0%) 

      If i'm lucky LRC would have the crash pop up but in the background i still see the progess of the photos still being uploaded but if i press "don't send" "send report" the whole app would close regardless 
      (I been editing like this finger cross it would progess like this let it finnish, press either send/ not sent it would close LRC and i would reopen all images are ready to go and i just edit from there

      At times when all photos are uploaded the second loading bar "generate previews" near the end would also just randomly stop and LRC would say it has crashed

      I have till today been updating / finding all latest updates i can and even with the latest LRC update still the same problem

      Per Berntsen
      Community Expert
      Per BerntsenCommunity Expert
      Community Expert
      September 28, 2023

      Please go to Help > System Info in LrC, click the Copy button, and paste in a new reply here.

      After pasting, you can delete everything below Installed Plugins.

        H
        Henry285327161tjoAuthor
        Known Participant
        October 2, 2023
        Lightroom Classic version: 12.5 [ 202308091523-68a7abd6 ]
        License: Creative Cloud
        Language setting: en
        Operating system: Windows 10 - Home Premium Edition
        Version: 10.0.22621
        Application architecture: x64
        System architecture: x64
        Logical processor count: 32
        Processor speed: 2.9GHz
        SqLite Version: 3.36.0
        CPU Utilisation: 0.0%
        Built-in memory: 65276.9 MB
        Dedicated GPU memory used by Lightroom: 34.0MB / 16064.0MB (0%)
        Real memory available to Lightroom: 65276.9 MB
        Real memory used by Lightroom: 562.6 MB (0.8%)
        Virtual memory used by Lightroom: 536.6 MB
        GDI objects count: 619
        USER objects count: 1926
        Process handles count: 2200
        Memory cache size: 0.0MB
        Internal Camera Raw version: 15.5 [ 1595 ]
        Maximum thread count used by Camera Raw: 5
        Camera Raw SIMD optimization: SSE2,AVX,AVX2
        Camera Raw virtual memory: 0MB / 32638MB (0%)
        Camera Raw real memory: 3MB / 65276MB (0%)
        System DPI setting: 144 DPI (high DPI mode)
        Desktop composition enabled: Yes
        Standard Preview Size: 3840 pixels
        Displays: 1) 3840x2160, 2) 3840x2160, 3) 2560x1440
        Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No
         
        Graphics Processor Info: 
        DirectX: NVIDIA GeForce RTX 4080 (31.0.15.3742)
        Init State: GPU for Export supported by default
        User Preference: GPU for Image Processing Enabled
         
        Application folder: D:\Adobe\Adobe Lightroom Classic
        Library Path: C:\Users\User\Desktop\test\test.lrcat
        Settings Folder: C:\Users\User\AppData\Roaming\Adobe\Lightroom
         
        Installed Plugins: 
        1) Topaz Photo AI
         
        Config.lua flags: None
         
        Adapter #1: Vendor : 10de
        Device : 2704
        Subsystem : 88a11043
        Revision : a1
        Video Memory : 16064
        Adapter #2: Vendor : 1414
        Device : 8c
        Subsystem : 0
        Revision : 0
        Video Memory : 0
        AudioDeviceIOBlockSize: 1024
        AudioDeviceName: $$$/dvaaudiodevice/SystemDefaultAndEffectiveDeviceName=System Default - Headphones (BAUHN ASBBS-0322)#{comment}DVAAU-4201250: Open the audio hardware preferences page.
        AudioDeviceNumberOfChannels: 2
        AudioDeviceSampleRate: 44100
        Build: Uninitialized
        Direct2DEnabled: false
        GL_ACCUM_ALPHA_BITS: 16
        GL_ACCUM_BLUE_BITS: 16
        GL_ACCUM_GREEN_BITS: 16
        GL_ACCUM_RED_BITS: 16
        GL_ALPHA_BITS: 0
        GL_BLUE_BITS: 8
        GL_DEPTH_BITS: 24
        GL_GREEN_BITS: 8
        GL_MAX_3D_TEXTURE_SIZE: 16384
        GL_MAX_TEXTURE_SIZE: 32768
        GL_MAX_TEXTURE_UNITS: 4
        GL_MAX_VIEWPORT_DIMS: 32768,32768
        GL_RED_BITS: 8
        GL_RENDERER: NVIDIA GeForce RTX 4080/PCIe/SSE2
        GL_SHADING_LANGUAGE_VERSION: 4.60 NVIDIA
        GL_STENCIL_BITS: 8
        GL_VENDOR: NVIDIA Corporation
        GL_VERSION: 4.6.0 NVIDIA 537.42
        GPUDeviceEnabled: false
        OGLEnabled: true
        GL_EXTENSIONS: GL_AMD_multi_draw_indirect GL_AMD_seamless_cubemap_per_texture GL_AMD_vertex_shader_viewport_index GL_AMD_vertex_shader_layer GL_ARB_arrays_of_arrays GL_ARB_base_instance GL_ARB_bindless_texture GL_ARB_blend_func_extended GL_ARB_buffer_storage GL_ARB_clear_buffer_object GL_ARB_clear_texture GL_ARB_clip_control GL_ARB_color_buffer_float GL_ARB_compatibility GL_ARB_compressed_texture_pixel_storage GL_ARB_conservative_depth GL_ARB_compute_shader GL_ARB_compute_variable_group_size GL_ARB_conditional_render_inverted GL_ARB_copy_buffer GL_ARB_copy_image GL_ARB_cull_distance GL_ARB_debug_output GL_ARB_depth_buffer_float GL_ARB_depth_clamp GL_ARB_depth_texture GL_ARB_derivative_control GL_ARB_direct_state_access GL_ARB_draw_buffers GL_ARB_draw_buffers_blend GL_ARB_draw_indirect GL_ARB_draw_elements_base_vertex GL_ARB_draw_instanced GL_ARB_enhanced_layouts GL_ARB_ES2_compatibility GL_ARB_ES3_compatibility GL_ARB_ES3_1_compatibility GL_ARB_ES3_2_compatibility 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        The only plugin I have is Topaz but it still happen even after i formatted the C drive which would of remove all plugins and i only installed lightroom and windows 
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